Customer Service Manager

Keith A. Post

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

Cumming, GA ****0

770-***-**** (H)

678-***-**** (C)

SUMMARY OF QUALIFICATIONS:

• Over 20 years of management experience at various levels within the organization.

• Excel in building outstanding working relationships with employees and customers.

• Proven ability to effectively troubleshoot and resolve both internal and customer issues

by assessing the facts and providing quick resolutions.

• Outstanding ability to effectively following-up and work in a “Team Concept.”

• Excellent oral and written communication skills.

Scientific Games International, Alpharetta, GA. 1993 - Present: A manufacturer and

distributor of scratch-off lottery tickets.

General Manager: Beijing China Start-Up Operations: 2009 - Current

• Responsible for start-up of a new $50 MM manufacturing facility in Beijing China

implementing 2 printing presses and 4 packaging lines.

• Hired management team.

• Coordinate required efforts within the joint venture to ensure a successful operation.

• Started operation “on-time” and “under budget”.

• Manage day-to-day operations consisting of 10 departments and 280 people operating

24/7.

• Responsible for the Press, Packaging, IT, Warehouse/Distribution, QC, Purchasing, Pre-

Press, Maintenance, Safety and Security.

• Perform training with each department on the production operation, processes, and

techniques required to produce our product.

Manufacturing Manager, Alpharetta, GA: 2003 - 2009

• Planned and directed day-to-day activities for all manufacturing departments including

Printing, Packaging, Shipping, Quality Assurance, and Maintenance departments.

• Managed 310 employees with 6 direct reports operating 24/7.

• Reviewed production reports for trends.

• Developed annual budgets.

• Recommended and manage capital projects.

• Performed presentations to Senior Management staff.

• Developed ink RFP requirements and selected new ink vendor valued at over $9,000,000

annually.

Increased machinery efficiency time by 3% saving $300,000 annually by getting crews involved in

setting initiatives and goals.

• Interacted with customers (both domestic and international) building relationships,

trouble-shooting, educating, resolving and following-up on customer related issues.

Keith A. Post

678-***-**** (C)

Project Manager, Alpharetta, GA: 2000 - 2003

Re-Structured the Customer Service from a “Teams” concept to a traditional structure.

•

Hired and trained the Customer Service Director.

• Re-Organized the Shipping and Receiving department and reduced overtime by 12%.

• Re-Organized the Testing Laboratory implementing value added testing protocol and

created a single “grading” method to minimize test results variances amongst technicians.

• Managed the implementation of new finishing equipment in our Santiago, Chile facility

while moving work from our Leeds, England location to Chile.

• Improved overall efficiency of the Chile plant by 15% saving an estimated $900,000 per

year while decreasing turnaround time by 3 days.

Quality Control Manager, Alpharetta, GA: 1993 - 2000

Implemented and managed ISO 9001 program.

• Managed Quality Control department consisting of 21 people operating 24/7.

• Re-Organized the Quality Assurance department from 36 to 18 positions saving $450,000

annually.

• Spearheaded the design and implementation of a process control quality program saving

$250,000 annually.

Universal Computer Services. Houston, TX. 1992 – 1993: Provider of computer

hardware and software systems for automobile dealerships.

Field Service Supervisor for 6 service representatives plus serviced 84 accounts throughout Georgia, South

Carolina, and North Carolina.

Atlas Healthcare and Linen Services. Syracuse, NY. 1991 – 1992: Provider of Linen

Services to Hospitals and Nursing Homes.

Quality Manager. Implemented Total Quality Management program in 3 facilities.

• Reduced re-work in sorting by approximately 18% by implementing effective methods of

sorting work.

• Increased distribution effectiveness from 85% to 98% through training and successfully

communicating customer expectations to on-site crews.

U.S. Air Force: 1981 – 1991: Engineer: Albuquerque, NM and Fayetteville, NC.

EDUCATION:

Bachelor of Science in Business Administration, Campbell University, Buies Creek, NC

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