Customer Service Sales

Mark A. Pagni

**** ***** **.

Capron, IL *****

815-***-**** *******@*****.***

Summary

Accomplished Production Supervisor with experience in a broad range of Production/Distribution and Customer

Service related roles. Highly effective leader in the areas of production/lean manufacturing, quality control, and

warehouse/inventory. Recognized as an effective and motivational team leader with a consistent track record of

delivering bottom line results. Experienced communicator with the ability to facilitate teams, provide training,

lead projects, and develop positive and productive working relationships.

Professional Experience

True Value Manufacturing, Cary, IL

Manufacturer of architectural paints sold to the True Value hardware chain.

Customer Support Manager Feb. 2006- Feb. 2009

6-person call center servicing 2500 members in support of an $80M paint manufacturer.

• Developed a new inside sales call center to gain store owner participation in products, programs and

consumer events, which resulted in $7.5M in additional sales.

• Created a “new and improved” product complaint process, which reduced complaints by 60%.

• Implemented cross-training to ensure versatility among associates and improve department efficiency by

20%.

• Negotiated and closed $450,000 in sales for product liquidation.

• Successfully resolved 300+ technical issues and field complaints.

• Revised a claim procedure resulting in a 22% decline in customer credits and saved $155,000.

• Led a project team that successfully transitioned new packaging for 800+ products.

• Managed a paint bid project team that contributed $1.2M in incremental sales.

• Created communication documents to a mass audience of 2500 clients regarding product recalls, product

changes and program enhancements.

True Value Manufacturing, Cary, IL

Production/Lean Manufacturing/Warehouse Supervisor April 2004- Jan. 2006

30-person project leader servicing various business objectives.

• Developed a presentation for the senior team to secure a threatened product line, resulting in the decision to

continue manufacturing those products.

• Conducted line reviews that initiated the re-development of 60 product lines.

• Created a production scorecard system that enabled departments to set performance goals, which provided

incentives towards an associate gain sharing program.

• Refined 45+ procedures using lean manufacturing techniques (6S) and revised documented standards for

those procedures.

• Attended semi-annual trade shows, promoted sales and provided technical support.

• Developed annual budgets and capital expenditures that were consistently 20% under budget.

• Streamlined and standardized four new manufacturing processes for the roller division.

• Facilitated a team to coordinate and finalize closure of a business segment.

MARK PAGNI 815-***-**** Page two

True Value Manufacturing, Cary, IL

Production/Quality/Warehouse Supervisor Feb. 1989- March 2004

Led the operations of 45 associates in production, lean manufacturing, quality control and warehouse.

• Evaluated manufacturing options in China to determine process and product quality benchmarks.

• Converted 5 production lines from a batch process orientated layout to a product orientated layout resulting

in lead time reduction of 5 days.

• Spearheaded a consolidation/machine relocation 5S team that increased production efficiency by 20% and

reduced floor space by 30%.

• Maintained MRP system including bills of materials and item masters.

• Combined warehouse and receiving operations to improve efficiency and reduce labor by 25%.

• Created a cycle count program to improve inventory accuracy by 80% and eliminate the need for a

physical inventory.

• Developed a flowchart analysis of all manufacturing operations and eliminated 85 non-value added steps

and reduced staff by 4 associates.

• Led a relocation/plant layout team to move production machinery and warehouse equipment from Brockton,

Massachusetts.

Alliance Locksmith Company, Roselle, IL

Distributor and service provider for commercial and residential customers.

Customer Service/Project Supervisor Feb. 1987-Jan. 1989

Led a team of 6 customer service associates

• Implemented 12 new cost saving processes saving 15% per quarter.

• Developed a rotating schedule to reduce the work week from six days a week to five.

• Created an outbound call center to increase sales.

Elgin Sweeper Company, Elgin, IL

Manufacturer of commercial street sweepers sold to municipalities and construction companies worldwide.

Lead Person Receiving Department May 1985-Jan.1987

Directed a 6-person staff in a cross-functional receiving/production orientated team.

• Implemented new procedures that improved production efficiency and raw material availability by 15%.

• Led a project team which relocated a racking system closer to the production area saving as much as an hour

a day in travel time.

• Participated in a cross functional team that saved $75,000 by refurbishing existing material handling

equipment, and avoiding the need to purchase new equipment.

Education and Certifications

A.A.S. Manufacturing Management, May 2000

McHenry County College/Columbia, Crystal Lake, IL

ASTM International- Member

Customer Service and Sales Management, Rockhurst Management

Industrial Supervision, McHenry County College

Manufacturing Processes, McHenry County College

Six Sigma Training, Northern Illinois University

Lean Manufacturing/Continuous Improvement, True Value University

Fourth Shift/MRP Certification

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