Customer Service Manager

Tamara Scott

Email: *********@********.***

Address: **** ****** **

City: Dayton

State: OH

Zip: 45449

Country: USA

Phone: 937-***-****

Skill Level: Management

Salary Range: $80,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

TAMARA SCOTT

5374 Ormand Road 937-***-****

West Carrollton, OH ****************@***.***

SUMMARY

SENIOR LEVEL OPERATIONS PROFESSIONAL

With expertise in: Operations / Process Improvement/ Customer Satisfaction

Accomplished manufacturing executive with demonstrated record of driving efficiency improvements focused on production, processes, and customer service. Understand the big picture needs of business and the tools necessary to get results. Thrive in situations offering challenge and results from innovative and positive change. Infuse commitment of excellence in business practices and superior customer service with dynamic blend of business insight, sharpeyed pragmatism, and visionary leadership to take companies to the next level of success.

SIGNATURE STRENGTHS

Continuous Improvement / Operations Excellence / Customer Service and Service Enhancement

Quality, Safety, Environmental Risk Management / Inventory Control / Production Management Scheduling

Critical Problem Solving / Six Sigma Green Belt / Lean Techniques

Team Leadership, Mentoring and Motivating / Cross-Functional Team Coordination

CAREER NARRATIVE

SCOTT CONSULTING, Dayton, OH; 2010 Current

Specialize in operations excellence, continuous improvement, quality systems, personnel leadership, and problem solving consulting.

Consultant

Contracted by companies in diverse industries to drive improvements in people and processes. Clients include:

Plant Management Managed full range of production, product delivery initiatives, and operational performance for a manufacturing client. Identified and implemented improved methodologies ensuring availability of resources comprised of tools and human capital. Within sixmonths, improved product delivery time to customers from

Operations Management - Pivotal in implementing new technology to streamline pension, health and welfare, and other benefits programs fund management for electrical contractors association.

Problem Solving - Rectified manufacturing facilitys work-in-process issues causing inaccurate financial reporting by optimizing SAP expertise and understanding of business finance operations resulting in positive operational outcome and reporting accuracy.

Sales Strategy - Championed sales strategy where none existed for tool shop achieving doubledigit growth within first year despite economic downturn.

Personnel Management - Conducted comprehensive training to plant supervisors. Enhanced staff management and problemsolving abilities.

Quality Management - Ensured attainment of NADCAP standards for coating company by reinventing QMS system. Provided audit support of TS16949 for machine shop.

Financial Management - Performed accounting and payroll functions for restaurant client.

PRODUCTION CONTROL UNITS, Dayton, OH; 2003 2010

Engineering and manufacturer of product process, automated assembly, and product testing solutions.

Manager, Operations, Quality, Safety, and Environmental

Directed daily outputs to assure customer agreements met in conjunction with existing Aftermarket Sales and Service management accountability.

Improved on time delivery to 98% through enhanced master materials and labor planning.

Reduced purchasing costs 8% and materials stock levels by 12%.

Developed and managed Quality management system to ISO9001 (supporting QS9000/TS 16949), Environmental management system to ISO14001, and Safety management system to 5SLean and OHSAS18001 with no lost time accidents.

Slashed collections to

Implemented improved employee performance evaluation process.

Established internal customer satisfaction metrics to reduce errors and improve interdepartmental communications.

Manager, Aftermarket Sales Service

Responsible for growth strategies and 24x7 technical customer support.

Accelerated service and spare parts revenue up 40% in three years.

Directed final equipment checkout. Reduced warranty from 2% of sales to less than 1%.

Acted as main contact for customer complaints and satisfaction surveying.

ITW Hobart Corporation, Troy, OH; 1990-2002

Continually progressed through a series of increasingly responsible positions for strong performance, dedication, and industry expertise.

Manager, National Service Support

Profitably and efficiently managed national Hobart Service business programs comprised of $100 million annual national account base, including account management and price/program negotiations for customers such as WalMart, Kroger, Kmart, and Darden Restaurants.

Directed Service National Account Managers, service programs, 24/7 Customer Service Call Center.

Promoted through past success in positions of Service National Account Manager, Warranty and Service Contract Manager, Senior Technical Marketing Specialist, Quality Engineering

BF Goodrich, Troy, OH; 1984-1989

Management, Six Sigma, Lean, SPC, Vendor Quality experience gained through positions in Quality and Manufacturing Engineering.

Professional Summary

EDUCATION

CENTRAL MICHIGAN UNIVERSITY, Dayton, OH

Masters Degree, Business Management

WRIGHT STATE, Dayton, OH

Bachelor of Science Degree, Materials Science Engineering

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