Customer Service Six Sigma

JEFFREY D. KIDD

*** *. ****** *****: 815-***-****

Sycamore, Illinois 60178 *********@******.***

SUMMARY

A logistics professional with critical supply chain skills for a service,

manufacturing, or logistics operation. Proven leadership skills

demonstrated by successfully closing several LEAN/Six Sigma continuous

improvement projects in quality improvement and cost reduction. Adept at

coordinating people, data, and material for project success. Lessons

learned from project leadership include providing data driven results,

managing group dynamics, and focusing on project scope. Mastered supply

chain tactical skills ranging from equipment operation to transportation to

labor resource allocation. Strategic abilities obtained through experience

in positions of increasing responsibility including warehouse lead

operator, lead planner, and analyst.

Logistics/Supply Chain Leadership Skills Technical Skills

Warehouse Operations Project Management LEAN Six Sigma

Transportation Coordination Employee Development ISO Auditor

Process Design & Improvement Accountability/Metrics APICS

PROFESSIONAL EXPERIENCE

National Express Corporation, Warrenville IL

A public transportation services company that focuses on third party school

bussing in North America. NEC is owned by National Express Group a $5

billion per year transportation group based in London England. NEC

contributes annual earnings of $750,000 through end-to-end public school

transportation.

Route Logistics Analyst

2008 - 2010

. Lead Business Transformation Project producing format for job

transitioning across regional Midwest customer service centers.

. Managed school district transportation demand responsibilities for daily

safe and timely delivery of 5000 students utilizing Versatrans routing

software.

. Conducted direct customer service interviews with several NEC customers

obtaining critical "local knowledge" information enabling business

transformation to new ERP system.

3M Company, Aurora, IL

A 350,000 square foot distribution center handling 160,000 cartons of in-

bound and outbound freight per day. Three major 3M divisions (industrial,

electrical, commercial graphics) utilized this facility to manage over 1.2

billion sales-dollars in annualized shipped inventory. Product end-users

included internal, domestic, and foreign customers.

Operations Analyst 2003 - 2007

. Lead LEAN Six Sigma slotting optimization team that saved 10% of 1.25M

annual facility continuous improvement goal.

. Achieved savings of $125,000 in operating costs for slotting optimization

project in 4 of the originally proposed 12 months.

. Provided leadership for continual improvement process teams of 4 to 6

people, utilizing LEAN Six Sigma enabling projects.

. Reduced Error Rate from 1841 dppm to 863 dppm for order filling process,

directly reducing errors to customers.

. Coordinated facility audit process reducing defect rate from 2150 dppm to

600 dppm for facility order audit sample.

. Drove Aurora quality process by coordinating auditing, RDR, and QLR

processes.

. Analyzed error defect trends from above processes to improve shipment

accuracy and provide project hopper ideas.

. Conducted audits to help 3M's Aurora DC attain ISO 9001 - TS16949

certification.

JEFFREY D. KIDD Page 2

3M Company, DeKalb, IL

A 450,000 square foot mechanized distribution center currently handling

over 200,000 cartons of in-bound and outbound freight per day. Two major 3M

divisions (consumer, industrial) utilized this facility

to manage over 1.5 billion sales-dollars in annualized shipped inventory.

Product end-users included internal, domestic, and foreign customers.

Planning Analyst 2003 - 2003

. Lead Six Sigma team, coordinating planning, IT, customer service and

transportation saving $650,000 for transportation.

. Managed demand/capacity analysis for facility on a

weekly/monthly/quarterly basis.

. Conducted audits to help 3M's Midwest DC attain ISO 9001 certification.

. Developed best practice methods for planning department.

. Contributed as a member of several local and 3M corporate continuous

improvement teams.

. Managed complex daily execution plan in a compressed time frame and

communicated it to transportation and management.

. Worked closely with IT fulfill team in developing SQL planning module.

. Created interdepartmental process to improve better understanding of

workflow from planning to warehouse.

Lead Planner 2001 -2003

. Developed and managed execution plan allocating resources to ship 75,000

cartons per day for

3M's Midwest DC.

. Spearheaded daily high pressure expedite process to ensure 100%

fulfillment of expedite demand.

. Optimized local routing tables enabling planning to realize more than

$50K annual savings for the facility.

. Trained new planners on a one-to-one basis in all technical and practical

applications of planning.

Planner 1994 - 2001

. Produced workload of 60,000 cartons per day for 3M's Midwest DC.

. Managed JIT process coordinating volume and on time delivery with outside

vendor.

. Improved trailer pull time performance from 30% to 85%.

Lead for Warehouse 1993 - 1994

. Provided leadership for warehouse crew of 10 operators.

. Offered direction to crew for best practices, work flow, and job

assignments.

. Motivated crew focusing efforts to attain daily productivity goals.

Warehouse Operator 1989 - 1993

. Performed all warehouse functions on all three shifts.

. Participated in several committees as a Facilitator, Trainer, and Member.

Technical Skills

Microsoft Access, Excel - Advanced Level of Expertise

Microsoft Office Products: Word, Power Point, Visio - Medium Level of

Expertise

Lotus Notes / Domino Designer Developer - Basic Level of Expertise

EDUCATION AND CERTIFICATES

BS in Economics, Northern Illinois University

APICS - CPIM Certification Program

ISO 9001 - TS16949 Auditor Certified

Six Sigma Greenbelt Certified[pic]

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