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Customer Service Manager

New Philadelphia, Ohio, 44663, United States
May 28, 2010

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***** *****

**** ******* *** *.*.

New Philadelphia, OH 44663

330.***.**** *****@**********.***


Results-oriented, LEAN/Six Sigma Black Belt Operations Manager with proven

success leading production teams through significant change while exceeding

efficiency improvements. Key strengths in management, leadership and

decision-making. Hands-on problem-solver with solid background in team

building and all facets of supply chain. Expertise includes:

Automation Process Improvement

Distribution Transportation Logistics

Quality Customer Service

SAP Safety, Environmental and Health

Lean/Six Sigma Black Multi-Site Responsibility



Tucson, Inc, New Philadelphia, OH 2009 - Present

Vice President

Manage daily operations of a heavy/highway construction company with a

salary staff of fourteen and hourly staff of seventy-five. Responsible for

strategic planning including business plan development and improving P&L

performance by driving LEAN initiatives and organizing/systematizing

functions and processes.

Saint-Gobain Technical Fabrics, Dover, OH 1997 - 2009

Plant Manager 2000 - 2009

Managed a salary staff of 9 supporting 35 hourly, non-union employees with

a $3M operating budget and annual sales of $29M. Multiple location

management experience - 3 manufacturing locations and 3 separate

distribution warehouses under direct responsibility.

. Shipped over 27,000 sales orders/year to national and regional retail

customers with 99% on time service and 3-day lead times.

. Reduced the hours of operation from 24/7 to 16/5 through capital projects

and improved efficiencies via Lean techniques such as 5S and kaizen

projects; at the same time reduced hourly head count from 74 to 35.

. Improved manufacturing efficiencies by 11% using lean techniques and

innovative planning.

. Closed several manufacturing sites as well as moved distribution from

Canada to the Ohio location.

. Managed multiple finished good packaging changes to adapt to market


. Implemented accounting and supply chain policies and procedures to obtain

a B+ score on the location's corporately audited Internal Process Control


. Won the corporate "Safety Culture Award" for plant for 2008; received the

highest score ever in the division on the corporate audited 20 Step EHS


. Achieved exemption from an annual physical inventory for the last 3 years

due to the cycle count program and the accuracy of inventory. One of

three out of 160 Saint-Gobain plants in the US to achieve this exemption.

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. Led "go live" SAP implementation in 2001 for the Dover facility resulting

in the location's first integrated MRP system.

. Led "go live" SAP implementation in 2005" at the three Saint-Gobain

Bayform locations 2 months under the projected 12-month timeline.

. Defined requirements, procured and made production ready an automated

machine for a new product line.

. Initiated a green policy, which included recycling of office and process

waste as well as preparing site for Energy Star compliance.

Material Manager 1997 - 2000

Directly supervised 35 hourly production and shipping personnel to ensure

production schedule and shipments were completed on time.

. Reduced overall inventories from $1.9m to $1M in first year by matching

purchase quantities to actual demand, using material substitutions in the

process and scrapping the truly obsolete.

. Implemented procedures to track the flow of material from receiving

through the manufacturing process to shipping, allowing traceability for

inventory accuracy as well as customer complaints.

. Implemented a cycle count program that would later help to achieve exempt

status on annual physical inventory.

. Created production schedule - resulted in on time shipments reaching the

97-99% range.

Mineral Technologies, Dover, OH 1992 - 1997

Production Planning/Inventory Control Supervisor

Purchased raw materials and planned production for the production of

refractory materials for the glass and steel industries.

. Wrote manufacturing policies and procedures for successful passage of

initial ISO 9000 certification.

. Switched raw material shipments from truck load to rail deliveries saving

30% on inbound freight.

. Assumed shipping supervisor role after missing critical customer

shipments gaining total responsibility for purchasing, production and



BA, Political Science, The Ohio State University, Columbus, OH

Black Belt Certification, Lean Manufacturing/Six Sigma, Kent State



2006 Perseverance Award - for successful equipment purchase and

implementation of new production line in support of new product line

2008 Safety Culture Award - given annually to the plant with the highest

safety key performance indicators

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APICS member since 1992

Completed classes toward MBA

Quality Management System Awareness Training to the ISO 9001:2000 std

Completed 32 hours of Kent State University training in 2008

"Basic Coaching Skills"

"Frontline Leadership Skills"

"Communicating and Listening"

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