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Customer Service Manager

Chicago, Illinois, 60645, United States
May 25, 2010

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Semir Basic

**** * ***** ******* ** ***** 773-***-****


Production, Engineering, Lean Manufacturing, Customer Service

Recognized throughout career for being a visionary leader, leveraging in depth knowledge of the marketplace and

manufacturing landscape to significantly increase revenue, operational efficiency and decrease scrap. Exceptional self

-starter, organizational, communication and time management skills.


Webster University, Elgin IL Master of Business Administration 2008 - 2010

Northeastern Illinois University Bachelor of Science in Business Management 2001 –


Microsoft Office*Word Perfect*Lotus Notes*SABRE*AS400*ERP System*Operational CRM*E-maint*ETQ


-Customer Service -Process Improvement -Interpersonal and

Communication -Quality Assurance -Lean Manufacturing

-Coaching and Developing teams - Project Coordination -Cost Reduction &

Budgeting -Time Management


Established Quality Control department and implemented ETQ system resulting in reducing the customer

returns by 50%.

Implemented Kaizen and 5S programs resulting in reducing set up time by 20%, and increasing efficiency by


Implemented an effective maintenance program (e-maint), resulting in reduction of equipment downtime by


Executed Kanban program which resulted in reduction of overall inventory cost, minimized the wait time and



KLEIN TOOLS INC. Lincolnshire, IL July 2007-Aug. 2009

Manufacturing Assistant Operations Manager

Effectively managed, directed, coached and developed a workforce of 40+ employees, including 2Leads, and 3

Supervisors in the department areas of Production, Warehouse, Maintenance and Quality Control.

OSHA, EH&S and MSDS regulations/compliance knowledge

Worked closely with the sales team to increase sales and revenue for the company.

Coordinated departmental activities, scheduled work flow, assigned machines to meet production

schedules and take positive action to maximize productivity and efficiency without jeopardizing safety, quality, or


Developed company policies, coordinated and planned production pertaining to forecast, promotions, and

service level and inventory objectives.

Assisted employees in the resolution of problems and coached them to support change initiatives.

Annually prepared and gave formal written recommendations for personnel decisions such as:

(hiring, termination, promotion, performance and salary reviews).

Partnered with planners and engineers team to keep all documents up to date, and communicate all

changes to the appropriate staff.

Assume full responsibility for all manufacturing operations in the absence of the Plant Operations Manager.

Semir Basic page 2

GUARDSMARK LLC Lincolnshire, IL May 2005-July 2007

Security Account Manager

Effectively managed the workforce, prepared schedules, recognized and rewarded outstanding


Ensured optimal team performance and capability by providing day-to-day leadership, coaching,

development and corrective action.

Ensured that practices and procedures are followed with respect to the client facility, and that they are in

accordance with relevant regulations

Assessed performance on a constant basis, providing counseling and guidance as needed; provide

assistance to the staff in completing the promotion process.

Prepared and gave formal written performance appraisals to direct reports

Enforced standards, execute objectives and holds team accountable for performance.

Negotiated increased hours for guards through building relationship with client and thereby increasing

revenue for the company

Investigated irregularities and follow up with appropriate corrective action

Budget and payroll preparation.

PROSPECT AIRPORT SERVICES Chicago O’Hare June 2000- Sept. 2004

Customer Service/Cabin Service Manager

Effectively managed 80 employees, including 3 leads and two supervisors in the department areas of passenger

service, baggage handling and ticket counter.

Ensured optimal team performance and capability by providing day-to-day leadership, coaching,

development and corrective action.

Directed the team and safety procedures in accordance with OSHA and FAA regulations.

Participated in the selection of new employees, and was held accountable for the proper training and development

of new employees

Ensured the timely maintenance, availability and reliability of fleet for deployment

Responded in a timely manner with professionalism to the complicated customer problems that staff was unable

to resolve.

OSHA, EH&S and MSDS regulations/compliance knowledge

Ensured the maintenance of equipment using in-house and external technicians.

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