Project Manager Customer Service

Joe Catone

Plant Manager, Trainer and Coach

Summary:

Business-driven Operations

Production and Performance Improvement Executive

Developing and executing profitable business operations strategies and assisting companies in reducing costs and increasing revenue growth.

Influential communicator with an ability to create trusted relationships with employees and at various management levels serving the enterprise.

Armed with sound judgment and decision-making skills, as well as creditable leadership in defining strategic vision, generating financial success, and delivering results across the organization.

Recognized for outstanding record of achievement in employing new business concepts, delivering innovative performance improvement solutions and facilitating operational transformation.

Expert at designing and implementing policies, procedural practices and guidelines, and comprehensive training and development programs throughout the organization, resulting in bottom line profits and organizational excellence.

Capacity determination and planning

Over 25 years’ experience within business/industries in all aspects from Company Initiatives, Sales, Maintenance, Staffing, Production Planning, Purchasing, Operations, Shipping/Receiving

Vendor/Supplier Negotiations and Certification

MRP Inventory Planning, Maintaining and Obsolescence determination

Conversion of Cost Centers into Profit Centers

Scrap and Waste Reduction and Recovery

Trained in Kaizen and Six Sigma

Group and Individual sessions delivering formal Coaching Techniques that can be used for virtually any activity for improvement.

Determination of Economical Buy Quantities

Design, Develop and write Quality and Procedure Manuals

Skills:

Project Management

Process Optimization

Production

Training & Development

Supply Chain Management

Inventory & Materials Management

Continuous Improvement

Operational Performance

Turnarounds Transformation Leadership

Change Management

Collaborative Team Development

Sales & Customer Service

Organizational Development

Mentor & Coach Leadership Development

ISO - Customer Partnerships

Profit & Loss - Cost Controls

Project History

Joseph Catone Consulting 2005-Present

Role: Principal Consultant

Responsibilities:

Analyze client operational structure and efficiency across multiple industries and functional disciplines. Significantly improve operational performances

Production Planning, scheduling and purchasing

Maintenance Work Management Systems to ensure optimal machine functionality and reduce downtime maximizing uptime

Implement client initiative programs; Safety and Operational Integrity Management Systems

Process improvements to reduce or eliminate lost time and unnecessary steps

Provide the Training and Coaching prior to, during and after implementation in both classroom and one on one sessions to reinforce and perpetuate Change Management

Ensure Sustainability by audit process

Vantec Inc. 2004-2005

Role: General Manager

Responsibilities:

Planned and managed production, maintenance and inventory for this $28M plastic injection molding manufacturer

Provide Change Management for expectations to adhere to and meet Customer and Company Requirements and Customer Metrics

P&L responsibility for budgetary compliance

Joseph Catone Consulting 2000-2004

Role: Principal Consultant

Responsibilities:

Analyze client operational structure and efficiency across multiple industries. Significantly improve operational performances. Initiate and or support Change Management

Process improvements to reduce or eliminate lost time and unnecessary steps

Provide the Training and Coaching prior to, during and after implementation

Ensure Sustainability by audit process

Advanced Component Technologies 1997-2000

Role: VP Operations

Responsibilities

Spearheaded multiple process improvement initiatives for this 400-employee producer of vacuum formed plastic parts. Introduce Change Management and implement Company Initiatives

Process improvements for efficient operations

Capacity Planning to meet Customer Demand levels

Overcame $850,000 past due and Quality deficit to 100% on time delivery and acceptable Quality

Restored company reputation. Company was sold.

Mid Central Plastics – Custom Injection Molding 1990-1997

Role: Project Manager Consultant to Executive Vice President

Responsibilities:

Areas included but not limited to: Order Entry, Production Planning and Scheduling, Sample Production Scheduling, Purchasing, Supply Chain Management, Quality, Mold Changes, Maintenance Work Order System, Tool Crib, Inventory Control and Warehouse Shipping and Receiving.

Assisted IT in the generation of Production Schedules and Forecasted to Plan and Actual for both Sales and Production reports. Client chose to implement ISO 9000 and was appointed Project Manager.

Developed both Quality and Procedure Manuals. Successfully achieved Certification on first attempt.

Audit process for Utilization and Sustainability. Implemented Communication process.

Achieved Customer Satisfaction levels for On Time Delivery and Quality never realized in company’s 35 year history.

Won the highest level awards from largest Customers. Accepted the position as Executive Vice President. One year later named to be next President but company was sold.

Prior Experience and assignments include:

Consultant and Trainer, The O’Neil Group. Traveled throughout Great Britain

Detailed Industry and Project Experiences:

Example in Insurance, Service Industry, Plastics (Custom Injection, Extrusion, Thermo set, Thermoforming), Banking, Food and Drug, General Manufacturing, Property Management, Sales, Oil Refineries and Gas Production, Energy Generation, Transmission and Distribution.

Plastics Manufacturing. (Injection Molding, Thermoforming, Extrusion, Thermoset), Mid Central Plastics – Custom Injection Molding, Morton Custom Plastics/Advanced Component Technologies – Thermoforming, Ensinger Corp. – Plastic Extrusion, Vantec Inc. – Custom Injection Molding, Penn Compression Molding – Thermoset

Morton Custom Plastics/Advanced Component Technologies – Thermoforming

Role: Project Manager

Responsibilities:

Identified and addressed “Bottleneck” and Capacity barriers. Increased Productivity and Quality that resulted in the elimination of an entire three shift department inclusive of the building.

Addressed and improved Supply Chain Management. Reduced past due orders from $850k to $0 within four months. Improved Communications throughout the company and the connections with the Parent company. Design, develop and implement Change Management through training and coaching.

Won highest award with largest Customer and other Customers.

Project Manager for two computer conversions in two years.

Promoted to Vice President of Operations.

Ensinger Corp. – Plastic Extrusion

Role: Project Manager

Responsibilities:

Supply Chain Management Project. Identify and Quantify obsolete and or slow moving inventory and “Root Cause”.

Collaboratively Designed, Developed “Production Scheduling System” that identified historical data, current demand levels, safety stock, forecasted demands, reorder order points and optimum inventory levels.

Assisted IT department in the development of programs required for the implementation of the process improvements. Identified untrained functional employees critical for success. Improved communications throughout all areas, realized substantial savings. $4M Savings.

Penn Compression Molding – Thermoset

Role: Project Manager

Responsibilities:

Refine “Production Schedule” to maximize Asset Utilization. Includes, but not limited to, Presses, Auxiliary Equipment and Departments, Outside Vendors and Human Recourses.

Improved Supply Chain Management as some raw goods inventories required temperature controlled storage.

Expanded Communications and shared information with shift Supervisors and other cross functional employees.

Provided “Visibility” of current and future production orders dramatically reducing “Past Due” orders to one in six months.

General Manufacturing

Sensus Technologies (water meter, measuring and testing instruments)

Role: Senior Consultant

Responsibilities:

Comprehensive “Wall To Wall” approach to Cost Reduction, Customer and Employee Satisfaction. Areas improved were Supply Chain Management and Change Management which included but not limited to: Purchasing, reducing inventories and lead times.

Order Entry/Customer Service, reduced order entry time into the system from a five day backlog to entry within 24 hours, inclusive of reducing overtime from an average of 265 hours a month to less than 16. Production, reduced their cycle time by the same 5 days that were in Customer Service and Technical Services, reduced their response time from within 24 hours to immediately or a few hours.

Property Management

Gene B. Glick Properties

Role: Senior Consultant

Responsibilities:

Developed, Designed and Implemented a Management and Information System for the Rental and Maintenance Areas. Reduced amount of redundant paperwork being generated in the Rental Area and established a Staffing Requirement.

Improved Maintenance System reducing amount of Response Time to Work Orders and maximized Human Resource Utilization.

Established process that would identify contracted labor or borrow resources from properties to assist other properties that needed help in reducing their identified workload.

Sales of the Consulting Industry

G.M.W. Consulting, Integrated Management Services, Joseph Catone Consulting LLC

Role: Senior Consultant

Responsibilities:

Drawing on my many years of experience and exposure to several different disciplines, and being able to reflect on actual past experiences.

Combined with my ability to communicate with decision makers, was utilized as a Sales Representative to sell the Consulting Industry.

Eventually forming my own company. Successful in securing several projects.

Oil and Gas Refineries

BP (USA, Texas City), Husky Energy (Canada), Chevron (USA, Salt Lake City), Syncrude (Canada)

Role: Project Manager

Responsibilities:

Deliver Work Management process to Maintenance and Production Schedule areas. Gap Analyze current business practices. Address/improve Supply Chain Management ensuring availability of necessary parts and labor (crafts) within appropriate inventory levels. Implement Change Management to facilitate process.

Drive, Implement their Management Initiative of “Organizational Integrity Management System”. Collaboratively Develop, Design, Train (both classroom and in field coaching) Implementing written procedures to facilitate “SAFETY” focusing on the “right work” at the “right time” minimizing downtime increasing production/up time, cutting costs, and improving profitability.

Collaborate with the IT department enabling communications of Maintenance and Production Schedules and requirements.

Procedures and ensuing Manuals were developed, tested and implemented in collaboration with refinery resources from both the Maintenance and Production areas.

Energy Production and Distribution

TransAlta (Canada)

Role: Project Manager

Responsibilities:

Address root cause of numerous outages. Conduct “Gap” analysis to determine missing elements from their existing Work Management Process.

In collaboration with their resources, Develop, Design, Train (both classroom and in the field coaching), Implement procedures and incorporate them into their documented processes.

Attend cross functional meetings for both Production and Maintenance to introduce and facilitate improved procedures.

Insurance: Blue Cross and Blue Shield Four (4) Jacksonville, Detroit, New York City, and Toledo. The Travelers Insurance Company Two (2) Albany, Pittsburgh

Blue Cross and Blue Shield

Role: Senior Consultant

Responsibilities:

Implemented process improvements increasing Productivity in the Claim Adjudication, Customer Service and Data Entry Areas. Improve Communications in all levels.

Work with IT to streamline order entry and introduce prompt screens. Identified, Developed, Designed and Implemented Staffing and Specific Training requirements.

Implemented Quality System to identify and address “Error Rates”. Provided Classroom Training and “On the Floor” Coaching. Provide for Auditing and Sustainability.

The Travelers Insurance Co.

Role: Project Manager

Responsibilities:

Identified “Root Cause” of overtime in Claim Adjudication Area (s) resulting in Reduction of Daily Overtime and Elimination of continuous Weekend Overtime.

Developed “Pilot Program” in the Cost Control Area that was adopted nationwide within the company. Improved the Customer Service Area in all areas of Call Response, Written Correspondence and Customer Visit Areas.

Work with IT to incorporate history online eliminating need for paper file references. Proficiency and Elimination in the Claim Adjudication Areas resulted in other locations thru out the country sending claims to the Albany location while continuing to hold overtime at a minimum.

Service Industry: Xerox U.S.A., Nationwide Project Rank/Xerox Great Britain, Nationwide Training Project, (England, Ireland, Scotland)

Xerox U.S.A., Nationwide Project

Role: Project Manager

Responsibilities:

Identify and address process improvements and communications in the Production Areas to improve productivity and Customer Satisfaction.

Design, Develop and Implement Management Information System and accompanying Procedure Manual that was adopted nationwide by all locations. Improve Communications and Audit for Sustainability.

Invited to be guest speaker at nationwide locations.

Xerox Great Britain, Nationwide Training Project (England, Ireland, Scotland)

Role: Project Manager

Responsibilities:

Deliver specific curriculum and tools that support “Self-Managed Work Groups” in the Customer Service and Technical Service Representative Areas and stress Change Management.

Each group met for four consecutive eight hour classroom sessions where different modules were delivered. Improve communications by incorporating reports into scheduled monthly meetings.

Facilitated 25 groups equaling 100 sessions.

Improved Employee Satisfaction 15% within the first month of training and Customer Satisfaction 25%.

Banking/Financial Institutions

Western Savings and Loan, Baton Rouge Savings and Loan, Dixie Savings and Loan, Guaranty Bank and Trust

Role: Senior Consultant

Responsibilities:

Performed initial Analysis to ascertain areas of opportunity for improvements. Design, Develop and Implement Management Information System. Identified and facilitated process and Communication improvements and Implemented Change Management Concepts.

Developed and Implemented Staffing Guides for Teller Line, New Accounts, Loan Originators and Management requirements.

Collaborated with IT department to streamline processes and aid in forecasting Human Resource Requirements.

Developed Teller Pool. Reduced Customer Complaints and increased Employee Satisfaction.

Food and Drug

Austin Packaging, William H. Roher “Manufacturer of MAALOX”

Role: Senior Consultant

Responsibilities:

Implemented perpetual improvement program’s that ensure product safety and adherence to Federal Regulations prior to a government surveillance inspection.

Addressed and improved Supply Chain Management as inventories contained perishable food items which required temperature controlled areas and low shelf life. Maintenance programs both Preventive and Predictive were introduced reducing downtime, increasing Production time.

Increased productivity on several product lines.

Automated previously labor intense activities saving full days of production. Introduced “Jump Lines” reducing downtime between scheduled and unscheduled Maintenance activities.

Education:

University Of Pittsburgh, (course study Business Administration) Customer Satisfaction (Xerox)/I.S.O. 9000 Project Manager Exposure to Six Sigma, Kaizen, Toyota and 5S processes. Various Management and Communication Modules

SKILL SETS ACQUIRED FROM FORMAL TRAINING

SKILL COMPANY

Customer Satisfaction Xerox

Quality Improvement Process Xerox

Problem Solving Process Xerox

Project Management Reliability Mgt. Group

Safety BP Oil, Chevron Oil, Husky Energy,

Syncrude Oil

Hazard Identification & Risk Assessment Petrotechnics

Diversity Husky Energy

Kaizen The O’Neil Group

Self-Managed Work Groups The O’Neil Group

Employee Training The O’Neil Group

Group Dynamics The O’Neil Group

Coaching Dr. Alan Mikkelson

ISO 9000 (Project Manager) Des Moines College

Sexual Discrimination State Of Iowa

Sexual Harassment State of Iowa

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