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Customer Service Management

Location:
Phoenix, AZ
Posted:
September 17, 2017

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Resume:

ROBERT W. PENROD

Gilbert Arizona *****

480-***-****

ac2ccu@r.postjobfree.com

SUMMARY

Highly motivated person with experience in a leadership position looking for a growing company which will give me the opportunity to utilize and expand upon my expertise in Facility Management, Business Analysis, Logistics, Planning, Manufacturing, Engineering, EHS, and Operations. This position would enable me to use my passion, leadership and Lean/ Six Sigma skills to engage and empower employees to drive down process improvements.

PROFESSIONAL DEVELOPMENT & TRAINING

GE Certified Six Sigma Green Belt

GE Lean Expert Trained

Inventory Management

Plant Layout

Production Optimization

Department Reorganizations

Capacity and Operations Planning

Scheduling and Material Planning

Logistics/Distribution

Hazardous Materials Management

Trained and Certified per DOT and IATA guidelines

PROFESSIONAL ACCOMPLISHMENTS

Drove Culture of Continuous Process Improvement by Adding to all Leaders MBO’s (Management Business Objectives): each Leader has a number of CI projects they are responsible for as well as a savings target:

Experience and increase supplier performance – Supplier OTD rose from 78% to 95%. This was driven by working together with key suppliers to identify opportunities for both organizations to improve; increased communication as well as point of contacts identified for each key supplier

Contract Negotiations - Negotiated logistic contracts for cost and pricing strategies which resulted in an annual savings of greater than $1Millon as well as changes in the process to negotiate lower cost on 2 day TAT versus next day TAT. Implemented process improvements with TMS system (LoadStar). New process yielded lower headcount and eliminated double payments ensuring everything was done correctly upfront. The system allowed the business to generate our own metrics.

Partnered with suppliers CloudLogix & Supply Chain Logix to find mutually beneficial results. A TMS system LoadStar was developed. I worked with both suppliers to rollout the new system. Helped with implementing changes that benefitted both organizations. Including managing updates and enhancements.

Developed logistic MOR to analyze information and manage the logistics operations budget by producing monthly reports for each facility

Developed strategic direct pricing and performance reviews to identify improvements on expense and service level mod shift opportunities

Leader of several Lean/Kaizen/Six Sigma events utilizing Value Stream Mapping, Mixed Model Maps to reduce inventory by 50% and decreasing expedite shipping fees by $50,000 per year

Optimized packaging size of freight shipments to minimize cost by $100K and inventory by 30%

Redesigned packaging containers to handle size of freight, eliminating damage of hardware during delivery to customer

Implemented standard run times to assigned manufacturing cells resulting in a reduction of direct labor by 15%.

Reduced delinquent orders from two weeks to zero days, lead time from thirty days to fifteen, delinquent work orders by 75%, and shop supply spending by $207K

Outsourced 21,000 assemblies valuing $8 million, to reduce capacity load and incorporated an overlap plan to meet scheduled customer delivery

Developed an Engineering Change Request workflow to communicate changes needed to engineering planning documents

Off Shift Leader managing 80 employees

Team lead on two implementations of ERP system Mapics-XA/AS400

Designed and implemented process improvements to the quality system reducing overall TAT by 20%

Assisted in re-design of CFM56 Fuel Manifolds

EDUCATION

University of Phoenix, Bachelor of Science Business Management

PROFESSIONAL EXPERIENCE

MIRACORP Mesa, AZ

Program Manager JULY 2016 – Present

Expertly use knowledge of organizational operations and analysis; logistics program and project management; leadership principles; communication concepts, policies, and procedures; and agency regulations to formulate and implement strategies to effectively serve as a Program Manager with MIRACORP for Western Area Power Administration (WAPA). Direct the development and implementation of long-term strategies to effectively support the enterprise’s direction and consistently surpass customer expectations.

STRATEGIC PROJECT PLANNING AND MANAGEMENT: Manage all contracts, personnel management, and customer service issues identified by the government. Prepare and submit project plans and progress reports on completion of projects. When requested (by Contracting Officer [CO] or CO’s Representative), develop, document, and maintain Standard Operating Procedures. Coordinate contractor personnel, including managing work schedules, breaks, lunches, vacations, training, and other time off, to ensure coverage and support during normal business hours.

PERFORMANCE MANAGEMENT, CUSTOMER SERVICE, AND COMPLIANCE: Provide quality, timely customer service as defined by the customer, including meeting stringent delivery times. Monitor performance; assess and document customer satisfaction and develop plans to address and/or mitigate customer concerns.

WORKPLACE SAFETY: Establish and maintain a safety program. Ensure all work is in full compliance with all applicable federal, state, and local safety, health, or industrial safety codes, including the latest effective standards promulgated by the Secretary of Labor for the Department of Labor and Health Administration, Safety and Health Standards (29 CFR 1910).

TRAINING AND HUMAN CAPITAL MANAGEMENT: Effectively manage an aligned, engaged, and high-performing team of 29 employees while overseeing 4 personnel. Set performance standards and conduct performance evaluations, ensuring goals are met and subordinates are held accountable for their performance.

American Leader Academy Queen Creek AZ

Substitute Teacher JAN 2016 – May 2016

Take instructions from school office and lead teacher about handling classroom instruction

•Read and understand curriculum and lesson plans

•Refer to the lesson plan left by lead teacher and ensure that appropriate measures are taken to follow it

•Ensure that classroom instruction is handled according to the school’s policies, goals and objectives

•Manage student behavior and classroom order

•Ensure that a climate of fairness and respect is promoted

•Take necessary actions and reasonable actions to ensure the safety of students, materials and school equipment

•Collect and correct students’ papers and assignments according to the procedures of the school

•Return corrected or graded papers to students and make sure that they understand the grading system

•Hand out instructional materials to students and make sure that they are handled with care

•Make sure that a non-discriminatory atmosphere is maintained in classrooms

•Lead extracurricular activities and ensure the safety and wellbeing of students in the outdoors

•Follow up on any instructions left for the lead teacher and ensure that they are followed appropriately

•Evacuate students from the class in an orderly manner

•Take responsibility of students who are picked up late and ensure their safety

•Create substitute teaching / instruction report at the end of each day and hand it to the principal

•Inquire if substitute services will be needed the next day and make appropriate arrangements for it

StandardAero Scottsdale, AZ

Corporate Op Ex Director, Logistics HAZMAT-DOT/IATA June 2012 – October 2015

Responsible for overseeing all freight/shipment related activities across the company with over $13M+ of freight spend and optimized a global supply chain logistics network with multiple facilities

Maintained and managed the entire TMS system; including managing updates and enhancements

Developed strategic direct pricing and performance reviews to identify improvements on expense and service level mod shift opportunities

Negotiated logistic contracts for cost and pricing strategies

Developed logistic MOR to analyze information and manage the logistics operations budget by producing monthly reports for each facility

Provided leadership support to other company business functions (ex. Sales & Customer Support) including incorporating freight and trade compliance language into contracts

Ensured all logistics-related operations comply with applicable environmental, health, safety, and other regulatory rules and regulations (DOT, HIPAA)

Reengineered all Hazardous Materials and Dangerous Goods processes across supply chain operations, developing and deploying audit and training processes to ensure strict compliance with DOT and IATA regulatory requirements

Created Company Hazmat Shipping Risk Assessment Tool for 13 Business Units

General Electric Aircraft Engines Beavercreek, OH

Value Stream Leader/Lean Manufacturing/Quality/Engineering/Technology/Component Repair & Overhaul Feb 1986 – June 2012

Led successful attainment of production, safety, quality, service and delivery metrics

Incorporated proper safety PPE and material handling carts to reduce recordable injuries

Reduced delivery delinquency from two weeks down to zero days

Reduced assembly delinquency from thirty-day lead time down to fifteen-day lead time

Reorganized cell reporting structure to better align departments and processes

Developed e-ECR (Engineering Change Request) workflow to communicate changes needed to engineering planning documents, airframe, engine tubing, and ducting repairs for all GE engines

Established and maintained repair processing, repair and production planning, to optimize business results including quality, delivery, and cost

Helped in the development of our engine kitting program – set up kits to assist the teardown and build of overhauled or repaired engines – assisted with the database creation

Implemented, trained and approved 95% of employees in the Characteristic Verification Plan

Cross trained 75% of employees in more than one CVP process

Created, coordinated, and revised specialized documentation (e.g. QCWI’s, customer specific Q.C. and shipping documentation, hold tickets, corrective action reports, defect data collection, etc.) to help document internal processes and customer requirements

Developed and provided training in key subject areas, (e.g. CVP, planning, etc.) to enhance quality and minimize deficiencies/costs

PERSONAL ACCOMPLISHMENTS

*United States Flag & Touch Football League (U.S.F.T.L.) Player (1986-2005); Director (1997-2005); Sponsor (1988-2005); Coach (1988-2005): TEAMS: Interstate Battery, Oregon Express, Harrigan’s, Elano’s/Graphtronics, Elano’s/Pepsi, Elano’s/Men of Steel, Elano’s/McGuillicutty’s. 16 National Tournament Appearances (1988-1993, 1996-2005); All American Team, 1991 (offense); 18 State Tournament Appearances (1988-2005); 3 State Championship Titles (1993, 2001, 2004); All Ohio Team (1989 and 1991 offense and 1997 defense); 13 City of Dayton Championship Titles; 10 League Championship Titles; Dayton Softball MVP (2001), 5 time Dayton Softball Champion; 5 time OH Softball Champion; U.S.F.T.L Hall of Fame inductee (OH Hall of Fame, 2005)

REFERNECES UPON REQUEST



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