Customer Service Manager
Resume:
JERRY BISHOP
Round Rock, TX ***81-3675
Home 512-***-****
abnodm@r.postjobfree.com
PROFESSIONAL PROFILE
Senior Manager with over 15 years of Materials Management in Production and Spares platforms.
Demonstrated expertise in developing, monitoring and managing the measurables supporting business
operations. Excellent performance record in building new teams to meet demanding customer support
requirements. Proven ability to implement strategies necessary to accommodate rapid growth or respond
to dynamic business conditions. Strong data-driven presentation skills. Experienced in matrix-driven
organization.
SUMMARY OF WORK EXPERIENCE
ITT – Goulds Pumps 12-08 to 05-09
Lubbock, Texas
Master Planner
Responsible for establishing and maintaining the planning and supply portion of the ES&OP
management software package (Oliver Wight).
Responsible for managing the Material Planning group in support of Goulds build-to-order, lean,
manufacturing plan.
Significant Accomplishments
• Created stocking level plan and inventory forecast supporting the ES&OP planned demand.
• Improved turns on inventory from 4.3 to 6.6 and on time delivery from 83% to 96% in five months
through improved inventory planning techniques and monthly E&O evaluation.
• Laid off due to significant reduction in sales in Q109 and Q209 over Q108 and Q208.
Tokyo Electron America 01-05 to 03-08
Austin, Texas
Etch Material Planner III
Responsible for planning future spares demand for TEL Etch product line. Continuously striving to
provide appropriate stock through the rise and fall of the semiconductor industry demands.
Significant Accomplishments
• Instrumental in coordinating the implementation of Baan operational software to properly manage
order management, inventory control, parts planning, and shipping & receiving.
• Created historical part demand analysis data utilizing Excel and Access programming techniques
resulting in a 5.7M reduction of non-essential inventory.
• Trained TEA Material Planners in proper planning methodologies and utilization of planning tools.
• Coordinated projects: Excess & Obsolete analysis, Physical Inventory evaluation, Part Change
Control evaluation, and Intel Golden BOM coordination.
• Laid off during a RIF along with 66 other employees in order to reduce operating costs.
Spherion 10-04 to 12-04
Round Rock, Texas
Data Entry Clerk, Dell Collections (short-term contract assignment)
AT&T Wireless 06-03 to 06-04
Austin, Texas
Customer Service Representative
Answered customer calls for service in Call Center
Spherion 10-02 to 03-03
Round Rock, Texas
Data Entry Clerk, Dell Software & Peripherals (short term contract assignment)
Hill Country Christian School of Austin 02-02 to 09-02
Austin, Texas
Substitute Teacher, K – 12 Grade
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Tokyo Electron America 08-94 to 12-01
Austin, Texas
National Intel Service Manager, Etch Systems Business Unit - 04-98 to 12-01
Managed field service group of field engineers (132) and supervisors (6) in support of Intel’s U.S.
Virtual Fab operations including all aspects of staff development and commercial support
requirements.
Significant Accomplishments
• Negotiated and sold service contracts to Intel. Responsible for P&L for Etch Service Department.
• Developed service group from inception, providing TEA with $18m/year in revenue.
• Delivered service-staffing requirements to meet Intel’s ramps and accelerated ramp that resulted
in Intel’s ability to meet their First Wafer Out schedules.
• Achieved Intel’s Cross Site Review Supplier Report Card grade expectation (13/14) for 3.5 years.
• Delivered 95% average availability on all machines.
• Awarded Supplier Continuous Quality Improvement (SCQI) Intel’s highest supplier award for
service provided in 2000.
• Effectively corrected TEA safety awareness and compliance problem. Received a special award
from Intel for this effort to conform to compliance.
• Cultivated a relationship with the Japanese nationals, resulting in repetitive involvement in
Intel/TEA Etch factory negotiations as an interpreter.
Materials Manager - 08-94 to 04-98
Developed Materials department as Tokyo Electron Limited established startup of North American
headquarters in Austin, Texas. Met profit objective goals and continually sought improvement in the
quality of customer relations. Established staffing levels, policies and procedures, key performance
indicators and budget objectives for Customer Service Call Center, Material Planning, Inventory
Control, Traffic and Purchasing departments.
Significant Accomplishments
• Developed an annual spare parts purchase package to lock in future customer business.
• Maintained spares inventory annual average accuracy at 98% by incorporating cycle counting.
• Drove cost of spares down 25% through supplier teaming and usage forecasting.
• Developed Supply Chain Management (domestic & international) procedures within organization.
• Managed domestic and international logistics (shipping & receiving).
• Developed DRP procedures within organization.
• Promoted to Etch National Service Manager managing Intel service contract.
EDUCATION
BS Kinesiology – Cal Poly, San Luis Obispo, California
MBA – University of Phoenix
APICS – Certified in Inventory Control, Master Scheduling, Production Control, Purchasing, Distribution
Resource Planning, Material Control, JIT and Logistics
Experienced in ISO 9001 regulation compliance
SOFTWARE
Utilized AS400 software while working for Goulds Pumps
Utilized Baan software while working for Tokyo Electron America
Utilized Oracle software while working for Varian Associates
Utilized ASK ManMan while working for Tekna as Production Control Supervisor
Utilized SAP while working for Seaborn Development as Production Planner
Maintain a high degree of competence in the utilization of Microsoft Word, Excel, Access, PowerPoint,
and Outlook
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