Manager Customer Service

MICHAEL F. GALLANT

* **** **** **** ● East Greenbush, New York, 12061

518-***-**** ● *********@*******.***

OPERATIONS MANAGER

Energetic, committed executive leader with proven experience identifying and capitalizing on business growth

opportunities. Exceptional ability to assess business and manufacturing processes and design improvements

that increase efficiency and profit margins. Strong technical background provides foundation for pioneering

manufacturing innovations. Skilled at assessing market trends and formulating new products targeted at

market needs. Areas of expertise:

New Business Development ● Operating Infrastructure ● Business Reengineering

Financial Management ● Cost Avoidance ● Budgeting

Trend Analysis ● Market Analysis ● Competitive Market Position

Margin Improvement ● Process Improvement ● Dealer Relationships

Team Building/Leadership ● Hiring ● Training

PROFESSIONAL EXPERIENCE

MILLBROOK MILLWORK INCORPORATED, Nassau, New York ● 2000-2009

Privately held custom cabinet manufacturer distributing to a national retail market. 75 employees.

Operations Manager: Orchestrate day-to-day operations of company to ensure smooth execution, quality

improvement and exceptional customer service. Set long-term strategic direction focused on profitability, growth

and a sustainable market position. Directly supervise 2 plant managers and oversee their daily production

performance, as well as performance by all employees. Prepare budgets, anticipating periods of growth and

slowdown and adjusting accordingly. Make all major financial decisions based on best-available information.

Track industry trends, analyze market opportunities and position company to benefit. Leverage experience from

previous roles as company’s Order Department Manager and Information Systems Manager to build a better

organization as Operations Manager. Continue founder’s tradition of innovation and quality while advancing

technology and procedures to improve profitability.

Business and Operational Improvements:

• Transformed culture from family business to corporate structure by overhauling and modernizing outdated

manufacturing process, standardizing cabinet lines, and establishing policies and procedures to guide

company’s operations, direction and growth.

• Restructured work process from hand-written to software-based system, increasing order throughput by 100%

and decreasing error rate by 400%, allowing company to grow without adding employees.

Created new line to capitalize on consumer preference for contemporary cabinetry, identifying areas of the

country with greatest market opportunities and targeting dealers in those areas; line accounts for 20% of sales,

has a higher margin because of streamlined manufacturing, and continues to grow.

Implemented just-in-time production and established 8-week delivery time, standardizing lead time and letting

dealers offer firm delivery times.

Technology Improvements:

• Set up and maintained production software for the manufacturing division.

MICHAEL F. GALLANT ● Page 2 ● *********@*******.***

• Designed and programmed Access database for reporting, connecting order-writing system with production

system and adding database for additional needs.

• Spearheaded upgraded network and workstations including servers, hubs, and fiber-optic connection to the

factory showroom.

• Installed and maintained order-writing software, working with software developer to customize specific

enhancements and troubleshoot early glitches.

Designed and maintained company Web site.

Directed all technology-related purchases.

BERKSHIRE GAS COMPANY, Pittsfield, Massachusetts ● 1998-2000

Natural gas utility delivering fuel to entire city.

Business Information Analyst: Helped set up and support new software company used to run all company

operations, including service work, billing and collections, and account management. Managed project to bring

collections software online, collaborating with software developers, writing training manuals and training end

users. Enhanced software package to support deregulation of natural gas industry and coordinated testing with

developers. Tested and released upgrades and provided user support.

• Developed Help Desk software to track user issues and created a database allowing users to easily access

solutions to common problems, saving company more than $50,000 by eliminating need to hire consultants.

• Collaborated with software programmer to redesign collections module of software package, taking a critical,

nonfunctioning element and bringing it online in less than 30 days, allowing utility to resume collections

process and increase revenue.

Developed important business software package to meet pre-Year 2000 deadline.

Promoted 6 tiers in a single move, going from Tier 2 to Tier 8 on a 10-tier scale after 3 months as an Assistant

Network Administrator.

• Received monthly Eagle Award in recognition of superior job performance.

COMPUWORKS SERVICES INCORPORATED, Pittsfield, Massachusetts ● 1997-1998

New England’s largest independent computer technology training company with help desk staffing, consulting

and software development services.

Field Certified Technician: Interacted daily with users at different companies to resolve computer-related

issues on a wide variety of platforms. Rated as A+ Certified Technician.

• Achieved highest billing percentage on a consistent basis, a key measure of productivity.

Played instrumental role in numerous computer deployments, including projects with more than 100 work

stations.

• Promoted from Technician in Training after 3 months.

PROFESSIONAL MEMBERSHIPS

National Kitchen and Bath Association

Kitchen Cabinet Manufacturers Association

TECHNICAL SKILLS

Microsoft Office Suite

Visual Basic

HTML

SQI Programming

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