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Customer Service Manager

Location:
Stuart, FL
Posted:
January 09, 2013

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Resume:

Frank Rosado

Email: abqel5@r.postjobfree.com

Address: **** *.*. ***** ******

City: Stuart

State: FL

Zip: 34997

Country: USA

Phone: 502-***-****

Skill Level: Management

Salary Range: $85,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

OBJECTIVE:

A challenging Senior Management position where I could apply my Operational & Customer Service knowledge, Quality & Policies/Procedures experience, coupled with my Audits & Compliance expertise, in order to assist maintain the highest level of productivity, integrity and ethical conduct yielding the best possible quality product/service (within budget) and Customer Satisfaction, thus, ensuring an increase of the Customer Base.

SKILLS, ABILITIES and KNOWLEDGE:

Senior Management (GM)

Profit & Loss Responsibility

Maintenance/Facility Management

Operational Management

Production Management

Customer Service Director

Quality Manager/Director

Records Management

Internal/External Audits Management

Project Development

Project Implementation

Project Management

Supervisory Skill

Engineering Dept. Supervision

Policies/Procedures Management

Problem Solving

Conflict Resolution

Process Improvement

Government Contracts

Request for Proposal Team

Team Building

Decisive Decision Making

Kepner Tregoe

Design of Experiments

Green Belt

Kaizan

Six Sigma

Lean Principles

Mentoring

ISO 9000 Implementation/Lead Assessor

Security Clearances (Expired)

Fluency in Spanish & Italian

Development of Company Goals & Objectives

Outstanding Communicator (Written, Verbal & Presentations) Exceptional Organizational Skills

Skills, Abilities, Knowledge & Experience HIGHLIGHTS:

* Twenty years of leadership experience starting in an Engineering Department Supervisory capacity with Northrop Grumman/United Space Alliance at Kennedy Space Center (KSC) and rising to General Manager with P&L responsibility for a $20 million/year operation consisting of fifteen departments and an excess of 225 employees at SunCruz Casinos. Proven track record of reduced expenses by 17% and increased revenues within 1 year.

* Quality Management Systems Manager responsibilities encompassing Internal/External Audits, ISO 9000, Records Management, Policies and Procedures with a Lockheed Martin Business Unit (BU) composed of five separate support type businesses for the Department of Defense with eighty-five hundred individuals world-wide. Developed and implemented a Records Management System for said BU. Additionally, as a Quality Director for American Composites, I had full responsibility of product quality, to include in-process and final inspections, supply chain quality audits among all other audits (internal & external customer audits) and dealt with all Federal Aviation Administration (FAA) compliance issues.

* Developed and implemented ISO 9000 Programs for Lockheed Martin and at Kennedy Space Center to include Lead Assessor responsibility for an in depth Gap Analysis at their facilities. Development included all training (from Senior Management to the production floor), use of Project Management software, status reporting, presentations, etc. One of two individuals from KSC assigned as an ISO 9000 consultant to Stennis Space Center to assist their team achieve ISO registration.

* Maintenance/Facility Manager experience with American Composites afforded me to manage the Facility/Equipment Maintenance and associated personnel for an FAA Certificated Aircraft Repair Station consisting of a $4.8M building and over $1.5M worth of maintenance equipment, to include vehicles. Developed and implemented a preventive maintenance program, including a reporting system, encompassing facility and work equipment (i.e. HVAC, compressors, fire alarm system, large walk in ovens and paint booths, vacuum pumps, machining and milling equipment, clean rooms, etc.). Managed all the sub-contractors related to all facility projects. Developed a measurement system that enhanced the maintenance budget. Training and safety of facility and equipment, as well as development of an emergency contingency plan for the company were among additional responsibilities assigned to me.

* As an Engineering Department Supervisor for United Space Alliance at KSC I supervised a multi-discipline engineering department in a cross-functional systems integration environment. Managed the Shuttle Processing Contract (SPC) Calibration Engineering processes and Customer Support for the United States Manned Space Program. It consisted of more than 950 Systems containing 13,000 plus instruments.

* Group Lead at Clarcor Air Filtration Products supervising production personnel for eleven product lines and assigning work according to production schedules and machines` status.

* Twelve years in the United States Air Force as a Ground Radio Technician and a Precision Measurement Equipment Laboratory (PMEL) Specialist. Specialized in UHF/VHF radio repairs for Air Force towers, as well as, F-15s (Jet Fighters) Navigational Systems, Identify Friendly Foe (IFF) & Electronic Counter Measurements (ECM) Systems. Test Station maintenance and calibration for the 33rd Tactical Fighting Wing (FL). Additionally, specialized in the troubleshooting, repair and calibration of microwave and frequency generating instruments for the 57th Fighter Interceptor Squadron (Iceland) and 40th CAMS (Italy).

EDUCATION:

Myriad Management/Supervisory courses such as; Accounting and Finance for the Non-Accountant Executive, Kepner Tregoe, Design of Experiments, Effective Writing, Green Belt, Kaizan, Six Sigma, Lean, etc. and applicable academic courses as follows; Biomedical Engineering, Physics, Chemistry, Calculus, Differential Equations, Circuit Theory, Control Systems, Biology, Physiology, Electromagnetic Fields, etc. (List available upon request). Allan Hancock College: Associates in Arts, June 1977 (3.0 GPA). Community College of the Air Force: Associate in Applied Science, April 1983 (3.2 GPA). City Colleges of Chicago: Achievement award in Mathematics, October 1983 (Dean`s Honor). Florida Institute of Technology: Three years completed in a EE & CS program, 1984 -87



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