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Customer Service Management

Location:
Troy, MO
Posted:
February 19, 2013

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Resume:

James Wood

Email: abqstc@r.postjobfree.com

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

City: Troy

State: MO

Zip: 63379

Country: USA

Phone: 636-***-****

Skill Level: Director

Salary Range: $110,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

JAMES K. WOOD

290 Eastbrook Drive

Troy, Missouri 63379 Phone: 636-***-****

Email: abqstc@r.postjobfree.com

EXECUTIVE SUMMARY

Program management career building and leading high-growth, transition and start-up operations in domestic and international environments with annual revenues up to $400 million. Develops strategic business initiatives and facilitates world class customer service programs supporting United States government agencies, Commercial industry and Aerospace market leaders. Demonstrated leadership managing regional operations.

FUNCTIONAL EXPERTISE

* Supply Chain Management

* Budget Development

* Supplier Management

* Environmental Compliance

* Capital Planning

* ISO Compliance

* Warehouse / Logistics Operations

* Business Case Analysis

* Quality Systems

* Just-In-Time Inventory Control

* Proposal Development

* Strategic Planning

* Point of Use Distribution Systems

* Contract Negotiation

* Continuous Improvement

* 3rd Party Logistics (3PL) Services

* Project Planning

* Recovery Plans

PROFESSIONAL EXPERIENCE

Contract Callers Inc., St. Louis Missouri

Mar 2011- Dec 2012

Business Overview - General contractor providing technical and administrative services to Public Utilities (Electric/Gas/Water).

Director - Strategic Implementation

Reports to the President, provides leadership and coordination across the enterprise ensuring implementation of corporate vision and strategic objectives. Develops new business opportunities, evaluates emerging technologies, leads merger and acquisition initiatives and facilitates "Best in Class" operational standards.

Achievements:

* Standardized the content, framework and publication of the corporate Strategic Operating Plan.

* Developed the corporations' first Balanced Scorecard and Performance Management System.

* Established guidelines governing development of operating procedures and work instructions.

* Created a Valuation Model qualifying businesses for merger and acquisition consideration.

Haas Group International Inc., St. Louis Missouri

May 2008 - Nov 2010

Business Overview - Global distributor of chemicals and technical services to the Aerospace, Defense and Electronics industries.

Senior Planning Manager

Jan 10 - Nov 10

Reports to the GM of Hub Operations, accountable for capacity management associated with distribution

centers. Ensures integrity of operating procedures, facilitates recovery plans and pursues technology solutions. Develops capital budgets and business case rationale. Leads new business initiatives, facility build-out projects, warehouse consolidation and integrated services. Champions Lean and Change Management initiatives.

Regional Operations Manager

May 08 - Jan 10

Reports to the VP of Customer Service, accountable for regional warehouse operations, customer service

programs and business development. Develops capital forecast requirements and annual operating budgets.

Establishes performance metrics, measures operational readiness, drives safety and quality compliance.

Achievements:

* Increased annual revenue by $800K through facility consolidation initiatives.

* Leveraged existing manpower driving 12% decrease in direct labor cost.

* Reduced inventory build-up of $1M through effective supplier management.

* 100% multi-year / multi-site ISO14001, AS9100 & OHSAS 18001 compliance.

* Developed 3PL service support contracts boosting sales revenue 18%.

Avchem Inc., St. Louis Missouri

Aug 2001 - May 2008

Business Overview - National distributor of chemicals and technical services to the Aerospace, Defense and Electronics industries.

General Manager - US Operations

Mar 05 - May 08

Reports to the Chief Financial Officer, accountable for operations profit and loss. Contributor to business development team supporting new and incremental business initiatives. Develops business case analysis providing financial recommendations to leadership team. Manages customer relationships and business communications. Develops operating budget and capital forecast. Ensures compliant facility management, standards of performance and customer satisfaction.

Regional Operations Manager

Aug 01 - Mar 05

Reports to the VP of Business Development, accountable for hub profitability, incremental business initiatives and operational quality assurance. Responsible for employee safety training, warehouse logistics and service contract deliverables.

Achievements:

* Instrumental in achieving 3 year annualized revenue growth of 38%.

* Maintain consistent customer service satisfaction ratings of 99%.

* Standardized DOT compliance & shipping programs for warehouse operations.

* Instrumental in developing flagship industrial coolant management / recycle programs.

* Key developer and process owner of operational procedures and work instructions.

Boeing - Integrated Defense Systems, St. Louis Missouri

Feb 1992 - Aug 2001

Business Overview - U.S. Defense Contractor specializing in engineering, manufacturing and assembly of aerospace products.

Operations Manager - Chemical Management Services (CMS)

Primary team member contributing to the development, implementation and ongoing management of a hazardous materials tracking system and Point of Use replenishment program. Developed corporate operating

plans and facilitated necessary systems ensuring regulatory compliance for manufacturing operations.

Achievements:

* Recognition of Lean Award for chemical management initiatives yielding savings of $500K.

* Instituted Boeings first Point of Use materials replenishment management program.

TECHNICAL SKILLS

Computer literate: Enterprise Resource Planning & Mainframe Information Systems, Microsoft Office (Excel, Access, Outlook, PowerPoint, Microsoft Project, Visio, Word).

Financial Analysis: Detailed comparative analysis skills supporting enterprise level financial data.

Communications: Strong public speaking, writing and presentation skills.

Mentor / Coaching: Proven capability developing and grooming leadership candidates.

Technical aptitude: Robust knowledge of quality management systems supporting business processes.

Negotiation skills: Perceptive negotiator producing "win-win" value solutions.

Issue management: Exceptional problem solving & issue resolution capabilities.

EDUCATION AND PROFESSIONAL DEVELOPMENT

Master of Science (MS) - Corporate Communications, September 2000

Lindenwood University, St. Charles, Missouri 4.0 GPA

Bachelor of Science Degree - Business Administration, January 1992

Missouri Baptist College, St. Louis, Missouri

Voluntary Improvement Program - The Boeing Company, St. Louis, Missouri 1992 - 2001

90 hours accumulation of technical, managerial and corporate finance training.

LinkedIn website: www.linkedin.com/pub/jim-wood/15/a4/906

Executive Biography

James K. Wood

Recognized as a results driven operations leader, James K. (Jim) Wood provides value and vision to organizations seeking world-class perspective and operational excellence.

In 1996 Jim held a key role leading a technical services team focused on implementing Change Management and Lean initiatives within the Boeing Integrated Defense Systems operations in St. Louis, Missouri. The team established Boeing's first Chemical Management Service department; chartered to reduce cost and mitigate risk associated with the storage, distribution and disposal of hazardous chemical materials utilized in aerospace production operations. Jim lead the development and implementation of Boeing's first Just-in-Time / Point-of-Use integrated supply chain management model; an enterprise resource planning and materials tracking system revolutionizing the manner in which chemical material life-cycle is monitored and managed in a large manufacturing environment. The program was successful; earning corporate wide recognition through presentation of the prestigious Boeing Achievement Award and continues to be the model for chemical and non-metallic materials management at Boeing today.

In 2001 Jim left Boeing to support the realization of Avchem Inc., a Boeing sponsored entrepreneurial business spin-off focused on providing chemical management services and supply chain optimization to the aerospace industry. Jim's primary role was to structure and manage the Operations division of the new start-up business, including but not limited to commodity planning, quality control, process development, facilities management, inventory control and logistics. His managerial oversight and operations leadership was instrumental in Avchem obtaining ISO certification and maintaining a multi-year/multi-site 100% compliance record. Jim also played a significant role in business development and customer service support. He was directly responsible for providing business case rationale and economic justification supporting the realization of several multimillion dollar service agreements with aerospace and US government entities. Jim developed the process for service agreement implementation and customer communications management; organizing corporate resources across various departments to standardize and streamline contract start-up efforts.

In 2008 Avchem merged with Haas Group International Inc. to form one of the largest integrated supply chain and technical services business supporting the global aerospace industry. Jim's role transitioned from Operations to corporate planning in support of the multi-year merger plan. Jim led the integration of legacy operational standards and procedures, developed capital valuation models and defined facility capacity requirements. Jim successfully merged several major warehouse operations saving millions of dollars in redundant operational expense. His role proved mission critical in the successful integration of the merged organizations Operations division.

In early 2011 Jim transitioned from the aerospace industry to the public utility services market. He joined the management team of Contract Callers Inc. - an industry leader providing outside contractor support services to the public utility market. Jim provides leadership and coordination across the enterprise ensuring implementation of the corporate vision and strategic objectives. He is responsible for the development and implementation of the five year strategic operating plan, develops new business opportunities, evaluates emerging technologies, leads merger and acquisition initiatives and facilitates "Best in Class" operational standards ensuring safety, quality and compliance.

Jim holds a Master of Science degree in Corporate Communications from Lindenwood University and a Bachelor of Science degree in Business Administration from Missouri Baptist College. He resides in the mid-west region of the United States (St. Louis, Missouri) and is open to exploring new challenges and professional growth opportunities.



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