Customer Service Manager
Resume:
THOMAS C. DAWSON
*** ***** ** ******** ******* ● Kennesaw, Georgia 30152 ● USA
H 770-***-**** ● C 404-***-****
*********@***.***
SUMMARY
A resourceful, cost-conscious CORPORATE OPERATIONS LEADER with profit and
loss responsibility and a successful record of accomplishment in:
NEW PRODUCT DEVELOPMENT
OPERATIONS MANAGEMENT
● LEAN MANUFACTURING
CUSTOMER SERVICE
CAPITAL INVESTMENT EMPLOYEE RELATIONS ● PROJECT MANAGEMENT
MARKETING STRATEGIC PLANNING
Expanded the business into new markets. Developed leadership to align the organization to
improve customer satisfaction, employee safety, productivity, and profitability.
Established industry leading practices.
EX PERIENCE
Caraustar Industries, a Recycled Paperboard and Packaging Solutions Company
Industries
Austell, Georgia
Vice President, Mill Group 2004-2008
Held profit and loss responsibility for the most capital intensive of a $1 Billion company’s three business
units. Directed business strategy and execution for manufacturing of recycled paperboard products with
1750 employees at 18 facilities located in 13 states. Devised and executed a capital improvement strategy
appropriate for a changing market. Guided business unit transition from decentralized to centralized business
structure and leveled out the leadership team.
• Implemented a data driven approach for process improvement. Championed the Mill Group’s Lean
Manufacturing initiative. Documented $500,000 savings during the second six months after kick-off.
• Overhauled the Safety process. Achieved industry leading safety results. Reduced TCIR by 60% and
incident costs by 70%.
• Exited underperforming businesses saving $45,000,000 and further avoiding $40,000,000 in capital
expenditures.
• Rationalized underperforming uncoated recycled board facilities and achieved a continuing
$15,000,000 per year cost takeout.
• Reduced capital spending by 70%.
• Devised an employee development strategy to take the business unit from ‘command and control’ to
‘employee based’ leadership.
• Reduced reporting layers saving over $1,000,000 per year. Conducted business with 13 direct reports.
• Executed Securities and Exchange Commission mandated Sarbanes-Oxley compliance within the
business unit on time and under budget.
Division General Manager 1987-2003
Oversaw multi locational profit/loss responsibility within company’s mill group. Organized manufacturing
operations for gypsum linerboard product line and southeast U.S. mill locations. Coordinated organizational
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development, business plans, safe execution of manufacturing processes, environmental compliance as well
as finance and accounting. Ensured meeting of monthly and annual goals.
• Assembled a three mill group with a gypsum paper focus. The group eventually yielded 60% of
company ‘s income from operations.
• Developed capital expenditure strategy to raise gypsum paper U.S. market share from 5% to 20%.
• Worked directly with key customer focus group to define next generation of gypsum paper and then
with machinery builders to take the next generation product concept to commercialization.
• Contributed to a joint venture formation and eventual $100 Million paper machine rebuild.
Assembled and led the team that turned the venture into an $80,000,000 EBITDA per year business
which led to the rationalization of two obsolete properties.
AD E
DITIONAL XPERIENCE
Mill General Manager, 1982-1986. Held responsibility for single mill profit/loss.
Production Manager, 1980-1981. Oversaw production department safety, quality,
technical service, productivity, and cost controls. Technical Superintendent, 1977-1979.
Led quality department systems and field customer service. Process Engineer/Relief
Supervisor, 1975-1976. Directed on duty plant work force to produce paperboard.
Project Engineer, 1973-1974. Performed tasks related to new facility construction.
E DUCATION
NORTH CAROLINA STATE UNIVERSITY, Raleigh, North Carolina
B.S., Pulp and Paper Science and Technology, 1973
PE RSONAL
Married with two married children.
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