Customer Service Manager

DAN POTTS

Raeford, NC *****, 910-***-****

e-mail: ************@*****.***

DIRECTOR OF OPERATIONS

Manager with experience in continuous improvement, operations, Quality Assurance (QA), maintenance, customer service, and logistics. Six Sigma Black Belt, Lean Expert. Hands on Operational Leader with expertise in forging, cold and hot rolling, precision machining, assembly and industrial packaging. Experience with Capital Planning, Capacity Planning, Total Productive Maintenance, 5-S and Kaizen Events. Innovative problem solver with proven ability to enhance plant performance. Team building expert with extensive project management experience. Five years as a submarine officer in the Nuclear Navy.

PROFESSIONAL EXPERIENCE

UNION CORRUGATING, Fayetteville NC 2004 – 2018

Manufacturer and Distributor of custom made metal roofing products (11 plants, $125 million in annual revenue)

Director of Quality and Continuous Improvement 2015 - 2018

Key member of the Operations Leadership team reporting to the CEO. Involved in all areas of Plant Operations from Safety to Logistics. Responsible for reducing costs and improving efficiencies in a quick turnaround, high mix environment. Designed and implemented a comprehensive corporate metrics program. Leader of the capital expenditures planning and approval process.

Member of the Plant Improvement Team. Team visited plants experiencing customer service problems and used data analysis to implement multiple improvements including changes to Customer Service Representative procedures, more effective hiring and training practices and truck routing improvements.

Spearheaded numerous Lean Six Sigma projects. Established project teams and developed training plans, worked with teams through project phases resulting in improvements like a 15% to 40% increase in throughput at bottlenecks across the company, inventory turns improvements, design of Go No-Go gauges to address variability in key dimensions, major packaging improvements and simple Kanban systems.

Operations Leader on the Implementation Team for a new ERP System. Helped configure the new system to ease the transition and optimize performance. Traveled to plants to facilitate integration of the new system. Instrumental in the design of Phase II of the new system which included significant upgrades in many operational areas like inventory control and bar code scanning.

Director of Operations 2010 - 2015

Responsible for the overall safety, quality and productivity of all plants. Reported to the VP of Operations. Managed the Fleet Distribution Manager and three Data Analysts.

Leader of teams that implemented distribution and routing software for a leased fleet of 90 trucks at all plants. Software resulted in improved route planning. GPS tracking of trucks reduced delays and improved customer service. Monthly savings averaged 7% of total variable distribution costs.

Developed Operator Efficiency (OE) and Truck Loading Error tracking systems. Addition of Pareto Chart Analysis and incentive programs resulted in an OE improvement of 23% and Loading Error reduction of 83% in two years.

Maintenance Coordinator for all plants. Implemented maintenance software which allowed employees to submit and track work orders from their smart phones. Involved operators in developing and performing routine maintenance and reducing unplanned downtime. Developed daily downtime tracking and weekly analysis and review processes which reduced breakdown maintenance.

Director of Quality 2004 - 2010

Responsible for implementing a QA System to improve product quality and customer service in all plants. Developed QA checks and a scrap reporting system for all lines. Developed Standard Operating Procedures and training plans for all areas. Managed the Corporate Maintenance Manager and five indirect reports.

Initiated a customer complaint improvement program made up of document control procedures, product standards, material standards, root cause analysis and employee training and certification. The program reduced credits by 80% in the first two years saving over a million dollars a year.

Project leader for a new product launched to help provide temporary housing for hurricane victims. The project required tighter quality specifications, extensive product testing, new production equipment and on- site installation support. Profit margins averaged over 35% on over $10M in sales in a new market segment.

Initiated a customer service training program for all 45 customer service representatives. Leader of training and testing that covered technical aspects of products, installation and soft skills.

FASTRAN, Erie PA

Independent Consultant 2002 – 2004

Key resource for a team that identified savings potential for three dairy bottling plants. Worked closely on-site with the operation teams over a span of 18 months to document continuous improvement ideas and develop implementation time tables. Projects identified an 18% reduction in conversion costs.

Reduced down time causes for a beverage packaging line by analyzing issues of shop floor employees. Process identified 125 improvements that we implemented in four weeks to reduce downtime 65%.

Initiated lean six sigma implementation for a fabrication and assembly shop. Set up training for 50 employees, established initial project teams, worked with teams through project phases.

Formed supplier development team to reduce serious incoming material quality problems on steel components at a metal fabricating shop. Defect rate was cut 50% in two months.

EARLIER WORK HISTORY

Plant Manager, ACCURIDE, Erie PA 2001 –2002

NORTHWESTERN STEEL AND WIRE, Sterling IL 1996 – 2001

Director of Logistics 2000 – 2001

Rod and Wire Mill Operations Manager 1998 – 2000

Industrial Engineering Manager 1996 – 1998

Industrial Engineer, MICHELIN TIRE CORPORATION, Fort Wayne, IN 1992 – 1996

Maintenance Officer on a Nuclear Powered Submarine, US NAVY, Charleston, SC 1987 – 1992

EDUCATION

BS, Mechanical Engineering, NC State University, GPA 3.3

MBA Penn State University; GPA 3.9, 95% complete

COMPANY SPONSORED TRAINING

Six Sigma Black Belt, Truck Routing Software Certified Instructor, Lean Manufacturing 12-Month Class, Visual Factory Management Seminar, Single Minute Exchange of Die Training Course, Activity Based Costing Seminar, Analytical Problem Solving Instructor, Dale Carnegie Graduate

ACTIVITIES

Community Beautification Team Leader, Safe Kids Organizer, Leadership Development Committee, Junior Achievement Consultant, Foreign Exchange Student Host Family, Rotary Committee Chairman

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