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Customer Service Project

Location:
Lake In The Hills, Illinois, 60156, United States
Posted:
May 31, 2010

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J O R D A N J. B R O D S K Y

*** ****** *****

Lake in the Hills, Illinois 60156

*********@*****.***

(815) ***-****

CAREER SUMMARY

An executive leader with expertise and world-class results in the

packaging and pharmaceutical industries. A strong proven record in

continuous improvement, strategy deployment, performance measurement,

project management, process improvement and development, business

systems, training, marketing and sales.

PROFESSIONAL EXPERIENCE, ADVANCEMENT AND ACCOMPLISHMENT

ANDERSON PACKAGING INC., AmerisourceBergen Packaging Group, Rockford,

Illinois,

September 1999 - February 2010 (Business-driven workforce reduction)

DIRECTOR, STRATEGIC PERFORMANCE EXCELLENCE, Performance Excellence

Group,

August 2009 - February 2010 (Business Reorganization)

Implemented a Strategic Management System integrating the Balanced

Scorecard with company-wide goals, objectives, and project management.

Led the Balanced Scorecard development initiative, representing key

performance indicators from executive management down through shop floor

operations.

Developed metrics and measures across functional areas to track

performance and identify improvement opportunities.

Led Process Mapping and Improvement Initiative across the entire

organization, driving world-class performance management.

Led the cross-divisional Super Users Group to review and manage issues

and opportunities from across multiple departments and divisions.

Created a system to refine the process for generating improvement

projects aligned to enterprise-wide strategic goals and objectives.

Executed best-practice benchmarking for process improvement projects and

other Lean Six Sigma focused areas.

VICE PRESIDENT, BUSINESS SYSTEMS ARCHITECTURE, Performance Excellence

Group,

April 2008 - August 2009 (Business Reorganization)

Enabled exponential sales growth at Anderson from approximately $20MM on

joining the company in FY1999 to sales approaching $200MM for FY2010

through process and system creating, development and improvement.

Developed the business architecture and systems of Anderson's Clinical

Trials Packaging Services Division, from initial process mapping,

implementation and initial project kickoffs in production.

Led a global initiative with our sister company Brecon Pharmaceuticals

(United Kingdom) to provide process improvements from our U.S. contract

packaging operations overseas through process mapping and best practice

development and dissemination.

Chartered and led a project to develop a new business model for contract

packaging for large pharmaceutical manufacturers who intended to exit

the packaging side of their business and outsource all packaging

processes to Anderson as a single-source solution.

Chartered and Lead the cross-divisional Super Users Group to provide

strategic alignment and a bi-directional communications channel within

the organization.

Bridged the gap between corporate strategic business objectives and

tactical support functions within the Enterprise Architecture Team,

providing a business-wide vision aligned with a roadmap of future

business system needs.

Promoted business process standardization across AmerisourceBergen

Packaging Group companies

VICE PRESIDENT, PROJECT MANAGEMENT AND PLANNING, October 2006 - April

2008

. Directly managed and supervised 20 full-time project managers and

planners.

. Developed a new departmental structure, integrating and aligning

the Planning and Project Management departments with the Purchasing

group into one cohesive customer-project-focused team approach.

. Created an Additional Billing Department within the group to take

ownership for collecting approximately 10% additional sales revenue

not previously collectable through existing invoicing processes.

. Designed and implemented a "One-on-One" meeting system for regular

employee/supervisor interaction in the department, which was

expanded company-wide.

. Represented the Sales and Project Management roles as a part of the

Oracle J.D. Edwards E1upgrade design team.

DIRECTOR, CUSTOMER PROJECT MANAGEMENT, October 2004 - October 2006

. Directly impacted the quotation and launch of hundreds of products and

start-ups from a project management function through 2008, including

direct customer contact with top-tier Pharmaceutical manufacturers,

virtual pharmaceutical companies and Nutraceutical manufacturers.

. Coached and mentored project managers from to improve levels of

professional performance, career development, and personal growth.

BUSINESS SERVICES MANAGER, August 2003 - October 2004

. Designed systems to improve Anderson's forecast management system,

toward a proactive, collaborative tool used interactively with

customers to positively impact the business.

. Created, Developed and Implemented an Internship Program for the

Package Engineering group, including recruiting and interviewing

candidates and integrating intern responsibility across different

departments.

. Developed a formalized quotation "kick-off" process to streamline the

new business estimating process, as well as a Technical Review Team to

manage details of new business awards cross-functionally.

PACKAGE ENGINEERING MANAGER, December 2002 - August 2003

Developed customer project managers' skill-sets and added technical

expertise from the packaging industry into our project management teams

to meet the evolving technical challenges of the contract packaging

marketplace while exceeding customer service expectations.

Implemented a Quarterly Customer Meeting Program with customers

identified as strategically important growth targets to improve

communication, performance management, and to aid in relationship

development.

PACKAGING PROJECT DEVELOPMENT SUPERVISOR, March 2000 - December 2002

Created a Project Management role at Anderson to support a rapidly

expanding pharmaceutical customer base and associated growth in

packaging projects.

Lead all Customer Project Management Teams, and served as the primary

customer touch point for packing projects, from new business quotation

through successful, on-time project launch.

Grew the Project Management Function by internal transfers and outside

hiring at a pace of one to three project managers per year while

refining the job function to accommodate business growth and exceed

customer expectations.

PACKAGING DESIGN AND PROJECT ENGINEER, September 1999 - March 2000

Designed, developed and implemented Anderson's Customer Project

Management Team structure, creating the foundation for world-class

project management, customer satisfaction, and exponential sales growth.

LAWSON MARDON PACKAGING, Lawson Mardon USA Inc. (Alcan), Bellwood,

Illinois

MARKET DEVELOPMENT ENGINEER, October 1996 - September 1999

Worked closely with Sales, Marketing, Customer Service and Production

in solving customer packaging needs.

Partnered with customers to determine needs, and to translate those

needs to functional packaging designs.

Developed parallel markets for existing packaging structures.

Generated cost-saving packaging to aid in both internal and external

manufacturing profitability.

Created productivity gains through innovation and packaging

redevelopment.

Provided technical support to internal and external customers,

including machinery troubleshooting.

Performed laboratory testing of physical properties of flexible

packaging structures.

Conducted on-site customer packaging trials, as well as trial run

follow-up.

Performed first complaint research and visits to the customer for

quality and technical issues.

Managed raw material suppliers to ensure continuity of supply while

minimizing controllable costs.

ISO 9000 Auditor.

WERTHEIMER BOX AND PAPER CORPORATION, Chicago, Illinois

January 1995 - September 1996

Implemented and managed the Electronic Data Interchange system.

Created a company-wide hazardous materials packaging compliance

program.

Developed, coordinated and administered an ongoing hazardous materials

training program for employees.

Generated a promotional brochure, including copyrighting, and page

layout.

Implemented an integrated Computer-Aided Design (CAD) system.

Administered the Hazardous Materials Packaging Program.

Performed billing and accounts receivable operations.

Assessed and processed incoming materials.

Managed the estimating and customer service functions.

Performed miscellaneous general management roles.

ASSOCIATION OF INDEPENDENT CORRUGATED CONVERTERS (AICC), Alexandria,

Virginia

MARKETING MANAGER/MEMBERSHIP SERVICES - PACKAGING, December 1992-

January 1995

. Created a $50,000 surplus in the training budget from a $30,000

deficit.

. Generated approximately 25% of the Association's annual revenue.

. Increased the number of training programs offered by the

Association by 280%.

. Led membership marketing and development function for the

association.

. Scheduled and coordinated approximately 45 seminars in the 1993-

1994 fiscal year.

. Developed industry-specific training programs.

. Created and managed training program budgets.

. Managed training program scheduling.

. Marketed, promoted and scheduled packaging-specific seminars.

. Created promotional copy and developed brochures for direct mail

campaigns.

. Managed enrollment follow-up through fax-broadcasting and

personal telephone contact.

. Led Program Development Committee and Process Improvement

Committee.

. Managed United Nations/Department of Transportation hazardous

materials packaging

compliance issues.

. Consulted on packaging design and materials technical issues for

member companies.

. Provided truck and rail regulations information.

MOORE AMERICAN GRAPHICS, INC., Bridgeview, Illinois

PRODUCT DEVELOPMENT ENGINEER, May 1991-December 1992

Contributed to a 148% increase in sales.

Created the Engineering and Design Department.

Successfully implemented a Computer-Aided Design system to speed

development.

Created a computer system network between the Sales and Estimating

Departments.

Implemented a Quality Assurance system.

Created several new commercial product offerings.

Developed and operated the one-man Engineering and Design Department.

Responsible for product design and development work, computer

design/drafting and sample making,

and production line problem-solving.

BURROUGHS WELLCOME PHARMACEUTICALS, Greenville, North Carolina

PACKAGE ENGINEERING INTERN, Sterile Products Division, September 1989-

March 1990

Helped generate cost savings of approximately $20,000 per year.

Assisted in the design, testing and production-readiness of a new

international shipping system for high-volume overseas prescription

drug shipments.

Increased filling speeds and efficiencies of packaging lines.

Managed cost-reduction projects.

Engaged in problem-solving production line issues.

Executed the package design and development support function for

sterile products.

EDUCATION, TRAINING, AND CERTIFICATIONS

Masters of Business Administration, 2007

Northern Illinois University, DeKalb, Illinois

Bachelor of Science degree in Packaging, 1990

Michigan State University, East Lansing, Michigan

Professional Training:

Lean Six Sigma Training: Yellow and Green Belt Certified.

Process-mapping training.

Advanced Leadership Development Training, Center for Creative

Leadership (CCL).

American Management Association training programs around Leadership,

Communication Skills, Customer Management, and other executive

management topics.

Super User status with Oracle J.D. Edwards Enterprise Software.

Highly computer-literate and a fast learner. Proficient with all

Microsoft Office Tools, including MS Project, Excel, Visio, Access,

Word, Publisher, Oracle J.D. Edwards Enterprise and others.



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