Project Manager Quality

KARL J. ARBANAS

*********@******.***

**** ******** ** *********: 734-***-****

Canton, Michigan 48187 Mobile: 248-***-****

CAREER SUMMARY

A results-driven Quality and Operational Management professional with 19 years of business and IT

experience in a professional service environment, focusing on automotive OEM and Tier-One suppliers.

Expertise in direct marketing, business analysis and in the design, development, implementation and

management of cost effective solutions to improve efficiency, quality and customer satisfaction. Skilled in

motivating and managing technical and non-technical teams to achieve desired results. Experience

working on global and organizational consolidation initiatives. Highly regarded for being customer-driven

and having strong business, project management and analysis skills. Extensive background and

experience in:

PROFESSIONAL EXPERIENCE

R. L. POLK & CO., Southfield, MI 1990 - 2009

Tier-one global automotive information solution provider: $200 million in sales

Manager, Data Quality 2008 - 2009

Reported directly to the Senior Director Quality Management, directed a team of 2 quality professionals to

reduce costs and achieve the data quality requirements of products by evaluating the quality of its data

and improving it through the establishment and implementation of standards and continuous

improvement initiatives.

• Obtained executive management approval to establish and lead the Data Quality Management team,

after initiating and leading a project to determine gaps in data quality and management activities.

• Evaluated and improved the quality of vehicle price and specification data from over 40 countries

providing the ability to meet contractual requirements.

• Secured a customer’s business by identifying and improving a data quality issue with 93% of the

records in a product database.

• Developed and led the data quality evaluation of multiple suppliers for a partnership opportunity,

evaluation considered ‘world class’ by the suppliers.

• Reduced annual data storage costs by over $250,000 and provided the ability to maintain business

continuity by establishing and implementing a data retention policy.

Sr. Information Technology Re-Engineering Analyst 2006 – 2008

Reported directly to the Senior Director Quality Management, a member of a dedicated team directed

toward developing and implementing the quality management system, ISO 9001:2000. Lead internal

auditor and collaborated with organizational departments to identify and document processes with a

focus on continuous improvement through process analysis, re-engineering and problem solving.

Established and led all aspects of the Global Customer Satisfaction Survey Center of Excellence.

• Developed the Production Life Cycle methodology, used by the Production organization to achieve a

99.5% on time and defect-free product.

• Developed the Supplier Review Process used to evaluate the capability of a supplier to consistently

deliver a quality product or service on time.

• Defined the business requirements and evaluated multiple suppliers and software as a potential

replacement for the current Document Control System.

Karl Arbanas Page Two

• Achieved annual costs savings between $50,000 and $100,000 by eliminating external survey costs

and performing all survey instrument design, execution and analysis activities internally.

• Trained employees in Great Britain on the ISO 9001:2000 quality standard and internal auditing,

providing the knowledge and skills necessary to maintain certification.

IT Director Production – OEM Marketing and Statistical Team 2000 – 2006

Reported directly to the Chief Information Officer. Directed a team of 22 IT professionals in the

estimation, business requirement, development, testing, production and continuous improvement

activities across multiple technology platforms required to support the Statistical, Marketing List, Owner

Database Management, and Parts & Service business for OEM manufacturers with revenue of $21 million.

• Achieved a projected annual costs savings of $300,000 by reducing the weekly update processing of

Chrysler’s owner database by 85%.

• Migrated all statistical production activities from mainframe to open systems processing, improving

quality and reducing annual costs by a projected $150,000.

• Successfully moved all statistical and recall production activities for the Chrysler and Eastern

European OEMs from Cincinnati, OH to Southfield, MI, as part of Polk’s IT consolidation initiative.

• Developed and implemented team process standards to drive consistency and improve quality to

support a 99.5% on time and defect-free deliverable target.

• In JAD sessions with Chrysler, led a team to develop and implement daily address standardization

and demographic updates of new vehicle sales to Chrysler’s Owner Database.

Account Group Manager / Account Executive – Chrysler Team 1993 – 2000

Directed a team of 4 sales professionals responsible for $6 million in contractual revenue for Chrysler and

its agencies. Responsible for profit and loss, customer relationship management, forecast preparation,

identification of new business opportunities, database management, and continuous improvement

initiatives for the Marketing List, Owner Database and Parts & Service product line.

• Consistently achieved annual revenue objectives by understanding the customer’s business, providing

consultation and solutions to meet customer needs.

• Reduced by 33% the production processing time of a dealer parts & service marketing program,

providing an additional 2 weeks for dealer program changes.

Account Project Manager 1990 – 1993

Led and project managed all activities associated with the development and implementation of direct

marketing campaigns and systems as well as customer database management programs for automotive

and non-automotive customers. Responsibilities included business requirement analysis, system

development, market research, targeted list selection, imaging, fulfillment and post program analysis.

EDUCATION / TRAINING

Master of Business Administration, Finance, Wayne State University, Detroit, MI 2003

Bachelor of Science, Marketing, Oakland University, Rochester, MI 1989

Data Management Association – Certified Data Professional in Data Management and Data

Warehousing

The Institute for Certification of Computing Professionals (ICCP) – Certified Business

Intelligence Professional specializing in Data Analysis & Design

Information Impact International – Total Information Quality Management

Six Sigma Green Belt

ISO 9001: 2000 Quality Management Systems

Voice of the Customer - Applied Marketing Science, Inc.

Dale Carnegie Graduate

ADDITIONAL ACCOMPLISHMENTS

Speaker at the 2008 American Society for Quality (ASQ) Conference; Topic “An Approach to

Measuring Customer Satisfaction”

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