Manager Customer Service

Ron Clow

**** ********** ***** ***** ( LEWIS CENTER, OH 43035

Home: 740-***-**** Cell: 614-***-****

Management Profile

Distribution ( Production ( Operations

Goal-driven, results-producing manager and leader with a proven record of

achievement in developing and leading teams to achieve and surpass

challenging goals. Expertise in planning and driving continuous

improvements across cost, service, quality, and safety in accordance with

organizational objectives. Skilled in designing and implementing new and

improved systems, processes, and procedures. Talent for providing training

and hands-on coaching to managers and team members to generate consistent

enhancements in performance and productivity.

Core Competencies

PLANNING & EXECUTION Continuous Improvement Team Leadership

Cost Reduction Quality Enhancement Employee Development

Process Development Safety Compliance Coaching & Motivation

Professional Experience

KINECTIC CONCEPTS INC - COLUMBUS, OHIO 2007 - PRESENT

Region Operations Manager, 2007 - Present (Ohio, Michigan, Indiana,

Kentucky, Wisconsin and Illinois)

Provide leadership and direction for distribution, customer service, cost,

compliance and sales alignment that supports P&L and organizational goals

and objectives. Responsible for 14 facilities and six direct report Area

Service/Operation Managers, Regional Business Analyst, Regional Repair

Manager, 14 frontline managers and 200 Team Members.

Key Achievements:

> National leadership in area's of leader development, safety, and change

management.

o Lead national cross-functional steering committee in development of

exempt and non-exempt annual performance review process, Team

Development, Individual Development and Succession Strategy.

o Initiated and co-led with National Safety Manager national safety

leadership team that developed Vision, Strategy and Key Initiatives

aligning all North American Operations Regions

> Pioneered partnership with Sales RVP to develop and implement business

model that incorporated collaborative processes with Sales and Customers

improving revenue by 13%.

o Quarterly Business Reviews, Weekly Conference Calls and Account Visits,

Monthly Business Strategy Sessions and Joint Account Business Reviews

> Implemented Regional Focus Teams led by Area Service Managers, resulting

in strong regional synergy and improved results.

o Corporate Audit Scores improved by 25% resulting in best audit scores

nationally

o District led nation in Cost per Placement, Customer Service Metrics and

Compliance Metrics

> Grew direct report competency from supervisory to leadership level

through development and implementation of numerous processes that have

been embraced and duplicated by national team.

o Safety Improvement, Team Development, Individual Development,

Communication, Rewards and Recognition, Collaboration and Cross-

functional Partnership, People Processes and Change Leadership

Frito-Lay - Northern California and Hawaii 1997 - 2007

Advanced through roles of increasing scope and leadership responsibility in

distribution and production with this leading producer of snack foods.

Operations Manager/Plant Manager, 2005 - 2007 Hawaii

Provided leadership and direction for overall operations (Manufacturing,

Warehouse, Traffic and Sales Operations) and achievement of organizational

goals and objectives. Lead and developed direct report managers (Mfg

Business Unit Leader, S&D Business Unit Leader, Supply Chain Mgr, QE

/Safety Mgr, Planning/Maintenance/CAPEX Mgr, Organizational Capability

Mgr).

Key Achievements:

> Established Business Unit review process that delivered cost, safety

and quality results.

o $158M positive Variance to Plan (All BU's beating plan) along

with reducing cost by unit to YAG: Mfg 98% $/Mlbs and S&D

90% $/MCs.

o AIB Score 880, FM Improvement 40%, Customer Complaints

Improvement 20%

o 50% IRR Improvement. 1.9 IRR

> Partnered with Sales Team to establish/lead the Hawaii Leadership

Team; focusing on the P&L, Go to Market Strategy and development of a

3 year Integrated Business Plan

Area Planning Manager, 2003 - 2005 Northern California

Led area in development /execution of Financial Annual Operating Plan and

Organizational Capability. Provided leadership and direction in day-to-day

Sales Operations and achievement of organizational goals and objectives.

Coached, lead, and motivated peer team to drive consistent improvements

across cost, service, quality, and safety. Established and maintained

strong partnership with sales team.

Key Achievements:

> Maintained exceptional cost performance resulting in $361M positive

Variance to Plan in 2003.

> Established safe and compliant work environment resulting in 2.7 IRR.

Area Fleet Manager, 2000 - 2003 Northern California

Led team development and improvement across core business areas to

significantly improve performance and results. Provided one-on-one, hands-

on coaching, routine team meetings, and effective communication. Improved

existing systems and drove development of new processes and procedures.

Key Achievements:

> Developed and implemented inventory tracking system. Minimized

inventory variance to .13% against target of 2%. Reduce on-hand

inventory by $35,000.

> Generated continuous cost reductions while maintaining exceptional

levels of quality and compliance; PM Compliance 95%, DOT Audit 98.2%,

Cost per Asset reduction of 18%.

> Built talented work force with zero injuries, accidents, or turnover

in 2002.

> Cultivated valuable relationship with sales force that was previously

non-existent.

Production Manager, 1997 - 2000 Northern California

Led managers and teams to self sufficiency and significantly improved

performance and results through one-on-one, hands on coaching, routine team

meetings, enhancing systems and communication and driving the development

of new processes and procedures.

Key Achievements:

> Reduced injuries by 50% (only team with injury reduction in 1998.)

> Consistently surpassed both quality and cost goals. Packaging Labor

4% better than goal.

United States Army - South Korea and Fort Drum, NY 1994 - 1997

Executive Officer / Logistics Officer / Platoon Leader

Education & Training

B.S. Economic Development

University of North Dakota - Grand Forks, ND

Graduated Cum Laude

Continuous Improvement Master Trainer

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