Customer Service Supervisor

Kim Jackson

***** ******** ***** 317-***-****

Noblesville, IN 46062 abnoe4@r.postjobfree.com

PROFESSIONAL SUMMARY

* Strong 20 plus year supervisory background in customer service,

production, warehousing

and sanitation services.

* Highly responsible, creative decision maker with

proven ability to use discretion in safety,

scheduling, supervision and problem identification/resolution.

* Production supervisory background with emphasis on safety, team

efforts, time management,

employee motivation, customer satisfaction, product quality, cost

control and good manufacturing practices. Proven results in

managing formulas and sterilization for compounding of meat,

pharmaceuticals, starch and tomato processing.

* Goal-driven professional who consistently achieves and surpasses

corporate goals.

* Proven experience with Lean Manufacturing (5S), SAP, MRPII, Delta V,

ISO 9002 and TQM

practical knowledge of Allen Bradley PLC and Square D PLC.

EXPERIENCE

ALCOA CLEVELAND WORKS, Cleveland, OH

2011- 2012

Lead Group Leader

. Identify opportunities for continuous improvement that are parallel to

the principles of Lean Manufacturing methodology.

. Initiate Kaizen events to develop and implement improvements.

. Develop team members to hold themselves accountable.

. Maintain cost with an increase in productivity coupled with planning

overtime needs.

. Maintain daily management boards and present information regarding

safety, quality, productivity, revenue and recovery plans daily to

lead management team and floor team members at morning board walk.

. Drive safety, product quality and housekeeping via implementation of

5s methodology.

. My management style is to lead by example demonstrating importance of

being accountable and setting goals.

. Hold all team members accountable for PPE at a zero tolerance level of

no exceptions.

. Initiate problem solving through collective data of reoccurring issues

and new ideas from team members that result in an increase of

productivity and revenue.

. Utilize reward, recognition and training systems along with coaching,

counseling and disciplinary methods to achieve excellence from all

team members.

. Initiate plans and actions that ensure results in meeting internal and

external customer needs.

NICE-PAK CO., Mooresville, IN

Manufacturing Shift Supervisor

2005-2011

. Maintain a safe environment with safety on the forefront daily.

. Accountable to drive root cause analysis.

. Interact daily with engineering, maintenance, operator trainers and

quality department.

. Currently increased production by 30% and decreased non-conformances

by 50%.

. Responsible to obtain the daily production schedule at non-value

added cost.

. Responsible to ensure product formulas and specifications are

obtained without compromise to OEE.

. Exposure to Lean Manufacturing, Continuous Improvement, Kaizen and

Visual Management.

. Experienced results with Five S.

RED GOLD CO., Elwood, IN

Production Supervisor

2004-2005

. Maintain and insure the daily production schedule is obtained at the

most efficient cost.

. Ensure product formulas and sterilization is obtained at all times.

. Promote a team environment.

. Work closely with the quality assurance department to ensure product

and HAACP compliance.

. Work closely with the maintenance department to obtain equipment

efficiency at all times.

. Currently a strong team member in the implementation of Lean

Manufacturing with focus on Five S.

HEBREW NATIONAL KOSHER FOODS, Indianapolis, IN

2002-2004 Manage the safety and productivity for a team of

27.

. Maintain and insure the completion of production orders, product

quality and cost of operations.

. Improved safety by taking a proactive approach in reducing near

misses.

. Successfully developed a method to prevent the interruption of the

cooking process by sanitation.

. Increased production 10% coupled with reducing the inedible (waste)

without compromise to compounding integrity.

NATIONAL STARCH AND CHEMICAL CO., Indianapolis, IN 1995-2002

Shift Supervisor

. Responsible for formulated processing and packaging in the production

and warehouse areas.

. Oversaw 18 personnel and scheduled next shift production personnel to

utilize maximum operational capacity.

. Learned system for new starch extruding systems (chilsonator and

agglomerator) including overseeing operations and training staff

resulting in increased revenues for the company.

. Implemented expansion project and trained personnel on #3 spray dryer,

novalose and four new packaging lines. Maintained and ensured the

trafficking of customer orders and stock loads.

. Revised operators' and starch handlers' GMP duties to ensure a higher

standard. Initiated and led a Corrective Action Team (CAT).

. Implemented safety procedures and practices through mentoring,

training and regular meetings. Also mentored new employees during six-

month probationary period.

. Successfully revised/updated ISO 9002 operating procedures and batch

records as well as supervisor training checklists.

. Improved in-process sampling procedures obtaining input from staff to

maximize their success.

. Investigated quality and production issues to maintain a high

standard of quality.

. Consistently selected as a key participant in new product production

trials including running actual trials in environment, troubleshooting

and sample results.

. Successfully developed the lockout/tag-out manual for two extrusion

systems.

. Consistently prevented near miss situations from becoming accident,

hazard and/or injury situations.

BRISTOL-MYERS SQUIBB Evansville, IN 1984 - 1994

Customer Service Supervisor, 1992 - 1994

Responsible for on-line system equipment for 26 warehouses including 18

order entry staff. Also, maintained operations, handling of system

activation of equipment; and monitored equipment usage.

. Oversaw processing of all Mead Johnson Nutritional Group orders from

nationwide hospitals, healthcare facilities and government accounts,

working closely with more than 500 nationwide Nutritional Sales Reps.

. Interviewed/hired CSRs and determined performance evaluations/merit

raises.

. Selected to be expert for department telecommunications (telephone

equipment, software, etc.).

. Scheduled staff to ensure utmost customer service during peak call-in

hours.

. Integrated resources by interfacing with various departments for more

efficient results.

. Maintained open-door policy and continuously motivated staff by

keeping them informed and involved in important group issues and by

implementing department E-Mail.

. Adapted the total quality management (TQM) philosophy into the order

entry area and encouraged staff training and extensive supervisory

training.

Plant Services Supervisor, 1984 - 1992

Responsible for maintaining and successfully running plant services

departments in both the Mt. Vernon and Evansville locations.

. Provided 25 - 30 member sanitation staff with necessary training and

equipment to maintain clean, sterile laboratories, production rooms

and clean office areas.

. Wrote job descriptions/evaluated/mentored/oversaw staff to improve

efficiencies/meet goals.

. Assisted engineers with new building project including giving input,

scheduling personnel and opening facility; also, trained/mentored up

to 20 new employees.

. Encouraged staff to take part in purchasing decisions regarding

equipment and supplies.

. Participated in joint 7-supervisor effort to develop an overtime

system and revise production manual.

. Developed/implemented annual Manufacturing Practices meeting agendas

including safety, GMP procedures and job descriptions.

GREEN GIANT (Pillsbury Corporation - Minneapolis, MN) Lafayette, IN

1981 - 1984

Production Supervisor

Responsible for supervising 41 lasagna production line workers with

emphasis on human and product safety.

. Assisted in implementing an in-house manufacturing operation for pasta

that increased overall production time while reducing cost and time

lost for bulk product purchase.

. Developed a continuous-feed lasagna line system for both shifts that

resulted in a two-fold productivity increase of 40%.

EDUCATION

INDIANA STATE UNIVERSITY SCHOOL OF TECHNOLOGY Terre Haute, IN

Bachelor of Science Degree in Industrial Supervision Personally

financed education

PROFESSIONAL AFFILIATIONS

Member of the International Customer Service Association

Alpha Kappa Alpha Sorority

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