Customer Service Manager

Operations Management... Supply Chain Professional... Lean/Six Sigma

Leadership

Customer Relations... Cost Accounting...New Business Startup...Change

Management

Organizational and Staff Development

Profile

Highly motivated, results-driven and goal-oriented professional with more

than two decades of successful experience in providing leadership and

management to business-centered environments. Exhibits profound knowledge

in leading all aspects of the entire supply chain, from customer service to

planning, purchasing, manufacturing, quality, systems and distribution.

Demonstrated abilities to optimize improvements for the business as a

whole. Team player with excellent analytical and critical thinking skills.

Professional Experience

1982-2009 AVery Dennison Corporation

A Fortune 500 global leader that develops innovative

identification and decorative solutions for businesses and

consumers worldwide.

Senior Manager - Global Customer Relations, Enterprise Lean Sigma Champion

(2008-2009)

RFID Division, Clinton, SC

. Responsible for establishing and growing systems and processes for

domestic and international customer support as well as planning and

directing staff performance.

. Led Scrap Reduction Task Force through utilization of FMEA and CEDAC

tools that significantly improved quality and reliability of product,

process, and standard of work, reducing scrap by 50% in less than four

months.

. Trained Operations supervisors and Professional staff on philosophy

and fundamentals of Lean Manufacturing methodology.

. Led project to close and sell manufacturing facility in Grand Rapids,

MI.

Manager, Global Customer Relations (2006-2008)

RFID Division, Clinton, SC

. Established order fulfillment process in collaboration with sister

divisions of Avery Dennison throughout the globe. Led Sales and

Operations Planning process. Implemented new customer order

processing system.

. Led RFID Division in planning and implementing overall system

strategy, including order-to-cash, procure-to-pay, plan-to-produce and

quality management systems.

. Collaborated on ISO 9001:2008 certification and implementation of QSI

quality management system.

. Created product costing and profitability models for new products.

. Designed cellular manufacturing flow for shop floor through

utilization of Lean techniques.

Supply Chain Manager (2006)

RFID Division, Clinton, SC

. Spearheaded startup of customer service and operations planning for

the new RFID Division. Established planning model for stock, make-to-

order, and custom products.

. Successfully improved customer Service to 100% OTD for stock products.

. Led Kaizen events for cycle counting, lot control and traceability.

. Analyzed system needs for the RFID Division, and co-authored the AFE

for capital funding of ERP system.

. Established system and process to support Department of Defense (DOD)

accounts.

. Streamlined order-to-cash processes, from customer order processing to

shipping and invoicing, through use of value stream mapping and other

Lean tools.

Site Logistics and Program Manager (2002-2005)

Security Printing Division, Clinton, SC

. Responsible for all aspects of supply chain planning, procurement, and

distribution for two business units (Postage Stamp Division and

Battery Label Division), as well as oversight of Stamp Finishing and

Accountability departments.

. Managed supply chain transition to new material constructions for

battery labels.

. Increased customer on-time delivery performance of battery labels from

93% to 100%.

. Improved stamp accountability error rate to 1.28 discrepancies/million

books through use of Six Sigma techniques.

. Administered MPIII Stamp contract with USPS. Wrote sections of

proposal in response to RFP.

. Member of Horizon Growth Team who obtained purchase order from client

with 40% growth potential for plant.

. Represented site on corporate-wide employee survey team. Survey

written in 17 languages.

. Implemented Customer Order Processing module for RFID in less than

three weeks.

Finishing Operations Manager (2000-2002)

Postage Stamp Division, Clinton, SC

. Responsible for all aspects of stamp finishing and distribution

operations, including leadership and direction of more than 100

regular and temporary staff across three shifts.

. Implemented new coiling work center for new product line, including

equipment startup and operator training.

. Led Safety Team to reduce or eliminate potentially hazardous ergonomic

working conditions.

. Enhanced flow to constraint work centers by consolidating down to two-

shift operation.

. Improved quality of new hire selection process and promotion process

through implementation of skill-based testing in collaboration with

local technical college.

. Implemented comprehensive training and cross-training program.

. Achieved 100% on-time delivery to USPS.

Earlier Career

Postage Stamp Division, Clinton, SC

Materials Manager / USPS Program Coordinator (1997-2000)

Office Products Division, Rochelle, IL

Transition Team Leader (1996-1997)

Production and Inventory Control Manager (1991-1996)

Office Products Division, Gainesville, GA

Site Cost Accounting Manager (1989-1991)

Accounting Analyst (1988-1989)

Accountant (1984-1988)

Operations Analyst (1982-1984)

Education & Training

Master of Business Administration ( Brenau College, Gainesville, GA

Bachelor of Business Administration in Accounting ( University of Georgia,

Athens, GA

Six Sigma Greenbelt ( Six Sigma Champion

APICS certified in 1990[pic]

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