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Manager Customer Service

Mississauga, Ontario, Canada
April 02, 2018

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An accomplished leader with over a decade of proven experience accelerating revenue growth, market share and profitability for industry leaders. Exemplary credentials bringing a combination of business acumen, financial expertise, operations excellence with enterprise wide influence. Champion of manufacturing and strategic initiatives, while developing practical solutions to drive corporate missions, goals and objectives. Skilled with the ability to analyze situations and effect operational change leading to improved business performance, maximization of profitability, and customer satisfaction. Overhauls organizational culture and engages and empowers high performing teams that consistently exceed expectations demonstrated by unprecedented growth and results.


Executive Management

Performance Management

Cross-Functional Team Leadership

Total Quality Management

Production Re-engineering

Key Metric Development

Design for Manufacturing

Business Development

Training & Leadership Development

Finance & Budget

Change Management

Lean/Kaizen Methodology

Root Cause Analysis

EHS Management

Operations Architect

Strategic Planning

Project Management

P&L Management

Six Sigma Methodology

Supply Chain Management Principles

Problem Solving


“Building Teams”

Established effective policies and standards that would encourage proactive participation across cross functional teams. Allowing for distributed accountability and development of employee leadership skills while obtaining an understanding of the “bigger picture” plan.

“Inspiring Excellence”

Conducted structured walk through of the operations and refined business goal objectives to included Kaizen/6Sigma tools. Resulting in business strategy geared towards “Plan-Do-Check-Act” cycle and a culture driven towards eliminating inefficiencies.

“Generating Results”

Assessed companies supply chain, evaluated potential solutions that would generate the greatest value and led initiative to implement MRP systems. Resulting in a 40% reduction in lead time and increasing warehouse capacity by 35%.


Simcoe Parts Services (Division of Honda Logistics), Alliston, ON 2015 – current

Global Manufacturing, Assembly & Logistics

Business Unit Manager

Oversee several key assembly and logistics departments. Full P&L responsibility managing $300M revenue and leading a staff of 180. Accountable for operational and capital expenses exceeding $9M across 2 locations. Develop and improve measurement/control systems to ensure highly effective performance in the areas of productivity, quality and cost containment. Established a progressive but sustainable short and long term business plans that would allow growth & execution.

Energize growth by leading cross functional teams to bring in record high revenue, profit and reducing operational goals totals by ensuring a team commitment to quality mind set and developing a culture of excellence.

Profit Growth – researched & developed a strategy to increase profit by 1.5M in 1 year timeframe through effective marketing, sales and operational strategies.

StonCor Group, Whitby, ON 2011 – 2014

Global Construction Manufacturer & Distributor

National Operations Manager

Accountable for establishing strategic direction for the company, devising methods to improve business performance, and provided guidance to all departments, including manufacturing, maintenance, field service, customer service, purchasing and shipping/receiving. Developed and implemented operational goals, budgets, policies, objectives, and procedures. Ensured budgets were met and targets were achieved in a timely and efficient manner. Analyzed performance data, budgets, and other KPIs to direct operations to achieve company goals. Provided strategic leadership while implementing a rollout of lean practices and established a stable platform for consistency.

Streamlined operations & logistics through value stream mapping and clarification of roles.

Established lean inventory system which reduced inventory, increased customer service and standardized procedures nationally.

PPG Industries 2004 – 2011

Global Automotive & Aerospace Glass Manufacturer

Plant Manager 2010 – 2011

Assumed full responsibility for managing all plant operations including production, maintenance, scheduling, logistics, plant support, engineering, safety, and quality. Directed plant activities with departmental managers and supervisors to ensure total manufacturing objectives were accomplished in a safe, ethical, and environmentally sound manner. Managed cost of inputs and production, and implemented staff training programs.

Reduced plant losses by 250K through organizational restructuring, coaching and training.

Developed strategic plans in line with company goals to reduce down time and production optimization.

Senior Program Manager 2007 – 2010

Managed projects for various facilities across North America including new plant construction, building expansions, capital installations, and layout flow improvements. Accountable for program scope, tender documentation, specifications requirements, training, change requirements, budgets, supervising and customer satisfaction. Identified resources and requirements, assigned responsibilities and coordinated with resources to ensure successful completion of projects. Acquired all permits and approval, supervised all development and on-site work. Liaise with vendors and contractors, ensuring installations and functionality of product within strict time frames.

Managed manufacturing processes, re-engineering and solution implementations by taking ownership of the Statement of Work.

Administered the construction completion of four industrial factories and several office buildings.

Manufacturing Engineer 2004 – 2007

Piloted the implementation of assembly lines which included, purchasing of capital equipment, line layouts, creating specifications, sourcing assembly tooling & fixtures, and interfaced with vendors & customers. Evaluated current assembly lines and used efficiency tools to help drive productivity. Designed and developed prototype assemblies to increase production efficiencies. Supervised and coordinated timely delivery of engineering-related equipment.

Introduced advanced technology which decreased non-value added production by 60%.

Instituted Visual Management indicators that provided production transparency and reduced set up time by 50%.


McMaster University, Hamilton, ON

Bachelor Degree in Mechanical Engineering

SAI Global, Marietta, Georgia

Lean Practitioner Certificate

PMI Certified PMP, Toronto, ON

Project Management Professional

SAS Institute, Pittsburgh, Pennsylvania

Green Belt Certificate – Six-Sigma-Logic

IACET, Columbus, Ohio

Accounting & Bookkeeping

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