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Customer Service Management

Location:
Stone Mountain, GA, 30087
Posted:
March 09, 2010

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Resume:

MARVIN THOMAS

**** ****** ****** ***** ********, Georgia 30087

678-***-****

abnwx0@r.postjobfree.com

Objective

Successful leader with 15 years experience in the dynamic and highly regulated medical device

manufacturing environment is seeking a management position where strong safety, performance and

project management, regulatory and risk analysis skills will be used in order to improve operational

efficiency, and contribute to the organizations strategic goals.

.

Skills Summary

Performance Management / Proficient in supervision and management of personnel and

teams in fast paced environments

FDA/GMP/ISO within Class II/III medical device environment

Project Management / Directed and facilitated numerous project teams (incl. Six Sigma,

cross functional, safety, and process improvement)

Safety (OSHA Voluntary Protection Program (VPP), Comprehensive Audits, Employee

involvement, Job Safety Analysis Emergency response)

Lean/5S/TPM

Risk Management (Failure Mode Effect Analysis, Project Risk Analysis)

Quality (SPC, CAPA, Audits, FEMA, Implementing systems, Regulatory & organizational

compliance)

Employee development (Mentoring, Coaching, “Building the Leadership Pipeline”)

Training (Implementing systems, Presentations, Train the Trainer)

Budget development, cost reduction, and capital acquisition

Managing Internal and external customer service relations

Vendor auditing and collaboration

MS Office, MAC OS, MS Project, Visio, API Pro (Preventative

Maintenance/Inventory software)

PROFESSIONAL EXPERIENCE

CIBA VISION 3/1993 – 4/2008

The world’s second largest contact lens manufacturer headquartered in Duluth, Georgia with

manufacturing facilities in the United States, Europe, and Asia.

Director Tooling Operations, Norcross, GA (2/2007-4/2008)

Director of all aspects of the Optical Tooling and Toolroom operations to support internal and external

customers in the United States, Germany, Puerto Rico, and Asia. Budget responsibility of $3.4 million

in operating expenses and capital of $1.2 million; 42 employees (10 direct, 32 indirect); fixed assets of

$4 million.

Achieved cost reduction of $12,000 and improved efficiency of 75% by targeting process

improvement resulting in the purchase of a new electric discharge machine (EDM) for the

Toolroom operations

Improved CNC lathe efficiency by 50% and reduced component TPC by working closely with

department engineers to implement new technology

Led successful injection molding and automation tool build, under aggressive timelines, for the

validation and startup of manufacturing facility in Malaysia.

Organized and led team that completed detailed risk assessment of Tooling Department

operations. Reduced tooling department downtime and operating cost.

Plant Manager, Ciba Vision’s Amwiler Production Facility, Norcross, GA (10/2005-2/2007)

Directed the activities of all production personnel and processes located at the Amwiler production

facility which included 2 injection molding processes, manufacturing production support (Quality),

Tooling Department, and engineering with accountability for up to 200 employees (10 direct, 190

indirect). Budget responsibility: $15 million in operational expenses and capital of $300,000.

Spearheaded Six Sigma green belt team that increased production yields from 40% to 74%

within a 5 month time period and improved available capacity from 65% to 100%. Reduced

annual scrap cost by $36,000.

Implemented vendor key performance indicators (KPIs) in the Tooling Department to

document, track, and trend vendor on-time delivery, yields, and rework rates

Directed the ramp up and validation of molding process that had been idle for six years.

Identified the need to improve CNC lathing technology in Optical Tooling department in order

to meet future tool designs from Ciba Vision’s Research and Development (R&D). Persuaded

upper management to allow increase capital to purchase new $350,000 nanoform lathe.

Implemented and led team that identified improvements to the exhaust system in one

production process that resulted in a decrease in the OSHA exposure threshold limit value by

60%

Tooling Department Manager, Norcross, GA (3/2003-10/2005)

Led Toolroom and Optical Tooling departments that used a variety of Computer Numeric Control

(CNC) equipment (mills, lathes, and grinders) to fabricate development and production components

for the organization’s injection molding and automated production lines.

Formalized quality control process and acquired latest Coordinate Measuring Machine (CMM)

inspection technology to increase efficiency, improve inspection of tight tolerance components,

and improve turnaround times on customer work orders.

Developed and implemented measurable metrics for Quality, Efficiency, Internal Scrap, & On

Time Delivery within the Toolroom.

Established vendor quality audit program by establishing minimum standards for quality,

delivery, and communication using vendor scorecard.

Transformed the department by establishing a “culture of quality, compliance, and teamwork”.

Persuaded management to increase capital investment from $300,000 to over $1 million within

the department in order to replace outdated technology and improve efficiency.

Improved customer service through quick response and follow up on all issues, status reports

on customer orders, and face to face collaboration with engineers, supervisors, and

technicians.

Other Professional Positions Held at Ciba Vision, Norcross, GA

Production Supervisor (3rd Shift) (10/2000 - 03/2003)

Project/Training Coordinator (05/1998 - 10/2000)

Production Technician (01/1995 - 05/1998)

Production Operator (03/1993 – 01/1995)

EDUCATION: Bachelor of Science Business Management, University of Phoenix (Atlanta campus)

MILITARY SERVICE: U.S. Army Communications Specialist

PROFESSIONAL DEVELOPMENT: Six Sigma Leadership Training, Project Management Course- ESI

International, Risk Management Course- ESI International, Managing Projects- ESI, International, Novartis

Management Leadership Courses



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