Customer Service Manager

EDWARD W. GARRETT JR.

********@*****.***

** ******** ***** ***** * (860)

***-****

Plantsville, CT 06479 C (860) 877-

9666

MANUFACTURING MANAGEMENT

QUALITY / TRAINING / OFFSHORE SOURCING

An effective business leader who builds and leads teams that meet or exceed

targeted expectations. A proven cost-cutter who develops and implements

winning strategies that result in significant savings, improved production

and effective customer service. Strong skills in vendor relation

management, ERP systems improvement and identification and selection of

domestic and offshore outsourcing solutions. Special expertise in:

Operations Leadership Product development

Customer Service Productivity & Cost Control

Quality Assurance Process Improvement

PROFESSIONAL HISTORY

Ripley Company, Cromwell, CT 1999 - 2008

Manufacturer of tools for the telecommunications, electrical and fiber

optics industries. 83 employees, manufacturing domestically and overseas.

Director of Operations 2003 - 2008

Manufacturing Manager 1999 - 2003

Responsibility for product development, cost containment and reduction,

plant reorganization, Lean initiatives, production process improvement, ERP

implementation and employee training and development. Developed and

implemented ERP protocols. Identified and selected offshore manufacturing

sources, and collaborated with Sales to develop new product concepts and

market forecasts. Implemented WEEE/RoHS compliance and developed policy.

. Reconfigured manufacturing process that contributed to a 48% increase

in profitability and 60% reduction in manufacturing lead time.

. Developed outsourcing process to offshore manufacturing facilities

that resulted in a 300% cost reduction, growing product sales 135%.

Developed and implemented similar programs for 16 additional

components/products.

. Instituted metrics and upgraded ERP system to effectively track

production, leading to an immediate 30% improvement in production with

continuing gains.

. Initiated OSHA compliance, developed a Safety Committee and plans to

improve safety, resulting in a significant reduction in recordable

incident rate as well as lower Worker's Comp costs.

. Improved customer service by establishing more efficient communication

between manufacturing and customer service reps, that resulted in lead

times reductions of 50% and the ability to supply customers with

expedited deliveries.

E. W. Garrett Jr., Pg. 2

Beekley Corporation, Bristol, CT 1997 - 1999

Manufacturer of ID tags for the hospitality industry, forms for medical use

and disposable radiological markers.

Manufacturing Coach 1997 - 1998

Manufacturing Manager 1998 - 1999

Directed manufacturing activities, managed inventory and control and vendor

relations. Responsible for quality and training, safety and productivity of

18 associates. Developed and managed departmental budget.

. Developed and implemented an inventory control process that resulted

in improving inventory turns from four to 11.2 per month.

. Developed and instituted a quality plan that reduced errors and

increased productivity.

. Created employee development plans.

. Partnered with vendors to increase quality while reducing costs.

Miller Company, Meriden, CT 1979 - 1997

Privately held non-ferrous rolling mill producer of copper-based alloy

primarily for the electronic connector industry. 150 employees.

Quality Control Manager 1993 - 1997

General Supervisor 1990 - 1993

Casting Shop Supervisor 1988 - 1990

Metallurgical Laboratory Technician 1979 - 1988

Led ISO 9000 registration compliance, and appointed Lead Auditor for ISO

9001. Developed and implemented SOP's, maintained calibration standards of

critical equipment and trained staff. Directed training, production,

quality and safety in the manufacturing process. Managed 11 operations and

36 employees.

. Developed and implemented a plan for team performance reward and

recognition.

. Created and executed employee training programs.

EDUCATION & PROFESSIONAL TRAINING

Mount Union College, Alliance, OH Business Management

ISO 9001 Lead auditor Training QS 9000 Training

Kaizen / TQM/JT OSHA Compliance Training

CBIA Roundtable (Safety/OSHA) Statistical

Experimentation

Train the Trainer, CCSU Lean Training, 5S

Training

Toastmasters Member

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