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Customer Service Manager

Erlanger, Kentucky, 41018, United States
December 04, 2017

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Gregory G. Wallace

*** ******** *****, ********, ** 41018



Multi-faceted team leader with 15+ years in manufacturing management, process improvement, root cause analysis, and quality control.

Operational growth from start-up to mature business units

Customer service and external vendor experience

GL and budgetary exposure

Hands on with equipment procurement, design, and development

SOP creation and implementation experience

Extensive facility design and workflow experience

Experience leading cross-functional teams to develop process controls and procedures


RRD, formerly The Hennegan Company, Florence, KY 2000 - 2017

Manager, EHS and Quality Assurance (2015 – 2017)

Responsible for all site Environmental, Health, and Safety programs and maintenance, audiometric testing, air permits, hazardous wastes, wastewater operations, and all associated reporting.

Coordinated complete overhaul of the site ISO program, including merging 2 facilities into 1, lead internal ISO auditor for 2 plants.

Performed data analysis and presented feedback on root cause findings, which drove continuous process improvement, created root cause dashboard (Excel) to track trends and isolate opportunities for improvement.

Conducted ongoing training of departmental managers on workflow analysis process and root cause analysis program, focusing on internal customer/supplier links.

Developed workflow analysis process to create new SOPs for integration into ISO 9001-2008 Standard, and managed root cause analysis program.

FMEA exposure, internal quality auditor, member of multi-site safety team

Director, Grand Format (2012 – 2015)

Established all processes and procedures for Mailing and Grand Format departments.

Achieved annual 50% growth rate in the Grand Format Department, doubling departmental sales.

Restructured QC and Sample departments, reducing overtime.

Director, Mailing Services (2000 – 2012)

Hired to create and manage the new Mailing Services department.

Responsible for all departmental equipment purchases, installation, and training.

Developed training program for Sales, Customer Service, and hourly employees for new processes, procedures and quality objectives, as well as new capabilities.

Mailing department grew from zero to a peak of nearly 80 million pieces of mail annually, creating customer opportunities that were unattainable prior.

Created Data Services Department as volume dictated, including procurement of hardware and software, and hiring and training of employees.

Coordinated departmental workflow with internal customers and external partners.

Developed consumables inventory system for use in several departments.

Implemented digital workflow for Pressroom Planning Department.

ST. IVES/PERLMUTER PRINTING, Cleveland, OH 1994 – 2000

Director of Finishing Services (1999 – 2000)

Managed 7 Supervisors and 110 employees.

Consultant to Sales and Customer Service for all departmental capabilities.

Developed Departmental Management Team to improve efficiencies and reduce costs, and created systems to record and monitor all aspects of the department.

Handled new equipment research, ROI, bidding, and purchasing.

Generated monthly reports showing production, overtime, departmental spending, and costing trends using General Ledger reports.

Developed maintenance programs.

Assisted in successfully achieving ISO 9001 certification.

Led Profit Improvement team, which trimmed departmental budget by nearly 20%, increased departmental productivity by 15%, reduced overall departmental costs by 16%, improved morale by reducing overtime by over 60% and reduced absentee rate by 20%.

Mailing Manager - Perlmuter Printing (1997 – 1999)

Led complete restructuring of the department, which took 1 1/2 years to complete.

Created all new processes and procedures.

Oversaw mailing operation that generated 100 million+ pieces annually.

Researched and purchased software, plus acted as front-line I.S. Manager for multiple departments.

Coordinated workflow with internal customers and external partners.

Developed processes and procedures to control and monitor use of outside Data House.

Operations Manager - Perlmuter Direct (1994 – 1997)

Oversaw all mailing facility functions, generating 70 million+ pieces annually. Managed 3 supervisors and 75 employees.

Monitored all facets of production and quality control to increase productivity and reduce costs.

Assisted in determining need for new and used equipment and fabrication of special equipment for custom projects.

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