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Manager Customer Service

Reidsville, North Carolina, 27320, United States
February 07, 2018

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Robert D. McCollum

**** ******* **

Reidsville, NC 27320


OBJECTIVE: Seeking a position in a manufacturing environment with an opportunity for advancement based on performance, both individually and through team results, using my technical and managerial skills, experience and work ethic.


QUALIFICATIONS: Professional with over 25 years experience managing plant, providing technical expertise and direction, and resolving customer issues. Skilled in managing and providing clear objectives to team members. Strengths are technical knowledge, building customer and supplier relationships and team direction. Also experienced in setting up and writing necessary procedures for production process and quality assurance to maintain consistent product and reduce/eliminate internal waste and customer issues.



Trustworthy relationships with customers and suppliers through integrity and work ethic.

Part of original team that has grown business from 40% to 80% market share of North American vehicle market in headliners (approximately 17 million vehicles per year).

Eliminated 1.5 million dollars of a 2 million-dollar raw material increase through dimensional changes of product in 2003.

Increased daily production volume by 20% at lamination process through technical adjustments of heat and speed in 2002 eliminating need for additional equipment (approximately 1.5 million).

Wrote high volume of plant procedures for production and quality assurance to achieve QS 9000 registration in 2001. Required certification to continue to supply to automotive industry.

Developed with supplier a new foam type to reduce customer issues, reducing scrap rate by 30% on high-end vehicles ($500,000 year savings).


07/10/17 – Current Dar-Ran High Point, NC

Operations Department Seating Utility

2006 – 2016 Advanced Technology Greensboro, NC

03/02/06 – 11/18/2016 Plant Production Manager

Responsible for lamination, vacuum foaming, cutting, packing and shipping with three (3) supervisors and 40 associates.

Worked with Quality Department to achieve and maintain ISO 9001 certification

Successfully reduced scrap products from 5% to 2-1/2% or less on a weekly basis.

Successfully maintained on-time shipping performance of 98% or higher on a weekly basis.

02/08/06 – 03/01/06 Barber Chevrolet Madison, NC

Automobile sales

12/20/05 – 02/07/06 Nichols Dodge Burlington, NC

Automobile sales

07/01/04 – 12/31/05 Mega Life & Health Insurance Greensboro, NC

Life and Health insurance sales

2003 – 2004 Vitafoam, Inc. Pleasant Garden, North Carolina

12/2003 – 6/30/2004 Quality Manager

Responsible for corrective action follow-up of internal and external quality issues.

Update and maintain work instructions and procedures for QS9000 and oversee lab and reporting of required testing.

1981 – 2003 Guilford Mills, Inc. Greensboro, North Carolina

1997 – 09/2003 Plant Manager

Responsible for workforce of 250 associates and plant profitability ($70 million dollar business).

Responsible for planning, scheduling, production, quality, shipping, accounting, customer service, and human resource departments at plant facility.

Knowledge of lamination equipment, fabric finishing equipment, film, foam, adhesive web equipment, and customer tooling equipment required.

Cost reduction goal of $1 million dollars annually achieved through team commitment eliminating waste and improving efficiency.

Responsible for weekly volume of 550,000 yards (yield, labor and raw material costs).

1995 – 1997 Quality Manager

Responsible for internal and external quality issues. Determination of 1st quality and non-conforming material.

Responsible for establishing written procedures for QS 9000 requirements for continued supply to the automotive industry.

Travel to customers and suppliers to resolve complaints and determine responsibility and corrective action. (23 customers and 7 suppliers)

Establish quality specifications and standards with customers, suppliers and internally.

1987 – 1995 Technical Site Director

Responsible for production, new product, processing setup and controls ($80 million dollar business).

Responsible for raw material suppliers and development of new materials ($35 million dollar business).

Handle technical issues with customers that are above standard quality complaints.

Work with internal accounting and company sales for accurate business quotes.

Specific knowledge of customer, in-house and supplier tooling and processes.

Broad knowledge of accounting and financial analysis for budgeting process and return on investment.

Strong communication, negotiation, and problem solving skills used to create continuous improvement of plant and suppliers.

1983 – 1987 Customer Field Representative

Travel to customers to review quality and processing issues of all types.

Determine issue, responsibility and corrective action.

Maintain trip reports to management.

Develop customer relations through follow-up of correcting problems and cost reduction ideas.

1981 – 1983 Production/Quality

Begin in production fabric finishing plant – machine operator.

Worked on sample follow-up for new production from fabric to lamination process.

Submitted new sample fabrics to sales office.


DEVELOPMENTS: Knowledgeable and skilled in the following through seminars and training.

Dale Carnegie (Team Building)

Statistics (Understanding Charts and Graphs)

8-D Problem Solving (Root Cause & Corrective Action)

ISO – QS 9000 (Procedures and Documentation)

KAIZAN (Eliminate waste of space and manpower)

Guilford Team Building

DuPont Safety Program (STOP)

Licensed by the state of North Carolina for L & H

EDUCATION: Rockingham County High School – 1980

Wentworth, North Carolina

High School Diploma

REFERENCES: Available upon request

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