Customer Service Manager
Resume:
David P. Stetin
Fanwood, NJ *****
Home: 908-***-****
Mobile: 908-***-****
Email: ********@*****.***
INTERNATIONAL COMPLIANCE AND QUALITY PROFESSIONAL
Dynamic manager with expertise in building and leading multifaceted
compliance and quality programs by applying strategic planning, vendor
negotiations and business management skills. Aggressive, results oriented
professional with a proven track record in contributing to corporate growth
and bottom line profits.
STRENGTHS
( Applying innovative thinking in the development and implementation of
strategic business plans that meet long-range
objectives.
( Working with people of diverse cultures to deliver strong and
sustainable revenues within a highly challenging and
competitive business environment.
( Cross functional competencies in all facets of operations, compliance,
importing and product integrity.
( Drive performance by fostering cross-functional collaborations.
( Outstanding communications, customer service and presentation skills;
extremely personable and articulate with the
ability to relate to all levels of management, staff and customers,
from off-shore facilities to senior management meetings.
( Possessing a hybrid knowledge base of vendor requirements, safety and
compliance programs
PROFESSIONAL HIGHLIGHTS
CIRCLE GLASS LLC
May, 2011 - Sept. 2011
Somerset, New Jersey
Circle Glass was formed with the sole mission of providing classic,
contemporary glass pieces of the highest quality, style and value to both
retail and commercial market. The primary resource of the world's most
'value-able' glassware - reflective of centuries-old, hand-crafted,
artistic, European and Mediterranean styling from leading manufacturers
around the globe.
Director of Compliance & QA
Responsible for product quality from concept, initial sampling to final
production approval to meet customer program timelines.
? Proficient in building and servicing nationally known retail accounts
including, quality control, product testing, factory social
compliance, packaging and vendor compliance programs.
? Work with team of overseas quality inspectors to strictly monitor quality
control for all production items and to quickly
resolve any possible quality issues without affecting customer delivery.
? Interface with distribution to improve information flow in order to
capture vendor compliance violations and issue charge backs.
? Monitor adherence to customer's vendor and routing guides to ensure full
compliance with requirements, on-time delivery
and reduce charge backs.
? Act as a consulting resource within the company for ownership and
management due to an extensive knowledge of import,
distribution, quality and compliance programs to constantly update and
improve performance.
ANCHOR HOME COLLECTION, a Division of Anchor Hocking, LLC.
2006 - 2011
(formally, Alco Consumer Products, Inc.)
Cranbury, New Jersey
Founded in 1905, Anchor Hocking is a $400 million leading designer,
marketer, importer and manufacturer of quality consumer, glassware,
houseware and home decor products.
Compliance Manager
Continued to lead the compliance functions and provide support to the
overseas supply chain, including manufacturing,
Purchasing / sourcing, testing and quality, after company acquisition.
Anchor Home Collection cont.
Director of Compliance (Alco Consumer Products, Inc.)
Led Pacific Rim Factory / Vendor Compliance, Manufacturing and Quality
functions.
? Responsible for overall company and customer's social and product
compliance programs (Wal-Mart, Kohl's Sears/Kmart, Target)
? Provided leadership and support to department managers and 9 associates.
? Implemented C-TPAT program and attained "Certified" status.
? Evaluated new items and material specifications to ensure products meet
safety and regulatory compliance requirements, such a
Prop 65, FDA, CPSIA and ASTM protocols.
? Purveyor of the off-shore Vendor Compliance Manual and setting of Code of
Conduct / Social Compliance Policy standards.
? Assisted finance in vendor/customer negotiations of charge backs.
SGS U. S. TESTING CO., INC.
2004 - 2006
Lombard, Illinois
When you need to be sure...SGS is the world's leading inspection,
verification, testing and certification company. Operating a network of
approximately 1,000 offices and laboratories, with over 37,000 employees
worldwide.
Account Executive, Hardlines Sales - Toys and Premiums
Maintained large national and international client base - Service existing
accounts while building new relationships.
( Strong negotiating skills, ability to drive for a fair resolution of
issues.
( Analyze, identify, pursue and capture new key account opportunities.
( Attained annual sales objectives in support of corporate budget.
( Generated over $400k in sales during first year.
RC2 BRANDS INC. (formally Learning Curve International, Inc.)
1996 - 2004
Chicago, Illinois
A $310 million Manufacturer and Distributor of Collectibles, Toys and
Parenting Products, such as Thomas the Tank Engine, Lamaze Infant Care
Products, Die Cast Vehicles, Madeline Dolls, Wooden Puzzles and Furniture.
Director, Product Integrity
Managed all aspects of the Domestic, European and Asian operations for
safety, integrity and reliability for products worldwide.
? Created an off-shore vendor tracking system to facilitate performance
evaluations, resulting in a 63 percent reduction of rejected
goods.
? Critiqued all products to ensure safety and regulatory compliance.
Provide insight and evaluation of new ideas and materials to
marketing, product development and licensees.
? Directed five domestic quality technicians, and functionally responsible
for 25 overseas quality inspectors.
? Raised bottom line profitability due to increase in quality and
operational efficiencies.
? Reduced liability insurance premiums by 2 percent due to product program
efficiencies.
? Piloted start-up of quality testing lab - acquired equipment, planned
layout. Implemented worldwide quality program.
Western Publishing Co., Inc.
1991 - 1996
Racine, Wisconsin
The home of Golden Books... A $650 million publisher, manufacturer of
games, puzzles and arts and crafts.
Manager, Product Safety and Reliability
Administered and broadened the corporate product safety program.
? Pioneered product safety educational program.
? Company representative regarding product safety with government
agencies.
? Enhanced the product development and specification review system.
Matchbox Toys, USA, Ltd.
1989 - 1991
Moonachie, New Jersey
A $45 million division of Universal Matchbox, Inc.
Manager of Quality Assurance and Customer Service
Interaction with product development, design and marketing to ensure
product safety and reliability.
? Responsible for final packaging approvals, including printing, legal
copy, and composition.
? Assured compliance by domestic and offshore vendors to engineering,
safety and marketing specifications.
? Assumed responsibility for consumer service department, resulting in
increased consumer satisfaction
and a zero backlog of inquiries within three months.
EDUCATION:
Kean College of New Jersey - Bachelor of Arts in Public Administration,
Minor in Economics.
CERTIFICATION:
State of New Jersey Emergency Medical Technician (EMT)
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