Customer Service Manager

SARAH D. COONEY

*** ********* ********* • Delaware, Ohio 43015

**********@*****.*** • 740-***-**** (h) • 740-***-**** (c)

PLANT MANAGEMENT

Business Process Improvement ~ Quality Assurance ~ Team Leadership

Results-driven and dedicated leader with wide ranging experience in small and medium size

manufacturing environments. Strong track record of developing, evaluating, and executing continuous

improvement strategies to minimize waste and reduce cost while maximizing quality. Effective at

establishing quality control and safety programs, encouraging proactive participation across

manufacturing floor and cross functional teams. Excellent communicator with success in building

cohesive teams focused on customer service, goals, employee engagement and safety. Areas of

expertise…

Lean Manufacturing Just-in-Time (JIT) Production Team Building &

Training

Regulatory Compliance Total Quality Management (TQM) Resource Allocation

Six Sigma Policy/Procedure Development Cost Reduction/Avoidance

PROFESSIONAL EXPERIENCE

PPG INDUSTRIES, INC., Delaware, Ohio, 1990-2010

Operations Manager 2006-2010

Operations manager for 10 Industrial Coatings manufacturing satellites located throughout North America. 5 Direct

Reports, 40 overall Exempt/Nonexempt, $20 Million Assets, $51 Million Manufactured Paint Sales, $8 Million

Budget. Represents about 28,000 orders/year 2 Million gallons.

Selected Contributions

Achieved over $650,000 of Cost Savings Results through: Contract negotiation with outsourcing company-

$120,000, Test Method improvement- $100,000, Process Improvement- $200,000, Maintenance

Improvement- $100,000; Improve Absolute Material Utilization- $150,000.

Improved delivery on time performance from 84% (2006) to 95% (2009).

Raised On Time % response time for customer concerns from mid 80's % (2006) to 98% (2008).

Awarded PPG Award Lean Tools for Work Cell % On Time Improvement to 95% & eliminated continuous

operations.

Closed 2 production sites in response to changing market demand- resourcing production.

Participated in Due Diligence Committee for major acquisition.

Member Corporate Women’s Leadership Council- Objective to attract and retain talented employees.

Operations Coordinator 2003-2006

Operations Coordinator assisted Operations Manager in daily supply chain operations for 11 Industrial Coatings

manufacturing satellites in North America, while maintaining responsibility for Delaware Plant sites. Primary role

developing and applying new data analysis, optimizing on time performance and reducing cost. This role is

responsible for driving continuous improvement to reduce manufacturing non conformances. 2 Direct reports, 5

overall Exempt/NonExempt, $1Million Assets, $1.5 Million Budget.

Selected Contributions

Developed & implemented product rework program on plant floor and customer service department- Cost

savings 2004- $210,000, 2005-$163,000, 2006 -$150,000.

Awarded 2003 PPG Global Quality Process Award- Led team which applied Lean principles to administrative

process to reduce time and work to issue customer credits.

Facilitated team implementing standard metrics in Customer Service Department.

2004 Founding Committee PPG Ohio Chapter of the Women’s Leadership Council, 2005 Career

Development Workshops (3 events, 90 attendees), 2006 Sales Exploration Event (encouraging women to take

Sales roles, 50 attendees), 2007 & 2008 Career Development Events (200 attendees).

Production Manager 1998- 2003

Performed daily supervision of Waterbase & Polyester manufacturing cells, 600,000 gals/year, 6 union wage

associates, and 6 non exempt laboratory technician, Continuous improvement, budget management ($1.2 Million),

engineering support, on time delivery, reduce cycle time.

Selected Contributions

2001 Lean Tools- Waterbase Cell 1st reach 48 hrs lead time challenge From a 10 days starting lead time.

Awarded 2002 Alcoa Outstanding Supplier Award- for 48 hours delivery / 99% On Time, Zero Defects.

Developed new metrics, raw material position, and new technician lead position.

Facilitated Rapid Improvement Workshops with and for customers: Napco, Alcoa, and Rollex.

Implemented JIT Programs for Roll Coater, achieving approx $170,000 inventory reduction.

Developed new methods to rework obsolete and defective products.

Development Chemist 1990-1998

Developed and optimized polyester and acrylic latex coil coatings. This position developed viable rework formulations

to reduce obsolete products. This position required daily interaction with manufacturing team to reduce cycle time and

defective products.

Selected Contributions

ISO Steering Committee to implement ISO 9001 (planning, implementing, writing, training and auditing).

Awarded 1996 PPG Achievement Award – Reducing working capital, cost savings $125,000.

Converted coil acrylic coating product line to “Dispense Platform” using Six Sigma tools.

Reduced cycle time by 30% on Whirlpool product.

Developed new application and process to automate customer complaint information collection.

Cited on patents for corrosion resistant products for Appliance coil coatings.

EDUCATION

Bachelor of Art Chemistry, Bachelor of Science Physical Science Education (Chemistry)

OHIO STATE UNIVERSITY- Columbus, Ohio (cum laude, with distinction)

PERSONAL INTERESTS

I have volunteered for the Komen Columbus Race for the Cure Development committee soliciting

corporate sponsorship and completing demographic analysis (2004-2007). I volunteer for the local

schools in the area of fund raising for the arts enrichment programs and science education. I enjoy

working with both the Girl Scouts and Boy Scouts organizations. I have been a Science Fair judge for 20

years. I am a runner and use goal setting to achieve results. I have completed 3 marathons, shaving 15

minutes from my PR by using PPG continuous improvement strategies.

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