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Customer Service Manager

Gibsonburg, OH, 43431
March 22, 2018

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Kelly M. Tonkin

**** ****** **** **, **********, OH 43431



To be part of a management team of an aggressive growing company where I can excel by contributing and utilizing my proven management, negotiation, problem solving, and interpersonal skills.


Custom Glass Solutions by Guardian Multiple Locations 2014 - Present

Fabrication divisions of Guardian, Multi-Million Dollar facilities, Managed at Upper Sandusky and Millbury, Ohio

Purchasing Supervisor

Sourcing, negotiating, reducing lead-times, expediting, improvement of payment terms

Multiple location management

Strategic partnering with suppliers

Project management – transferring tooling and other components, implement MRO Vending Machines for multiple locations, office remodel, new construction of mezzanine, crib move, lunchroom remodel, painting projects, landscaping project, crib remodel, company picnic, Relay for Life event

Contract negotiation, approver of all purchase orders

Managed 5 direct reports

Wrote instructional documents and trained employees

Developed various metrics – Cost savings, min and max reduction, supplier reduction, supplier evaluation

My team increased savings from 267K to 1.4 million my first year (directly 600K)

Work with various departments and upper management daily

Reported to the Director of Purchasing for our fabrication group

Norplas Industries Inc. Northwood, OH 2013 - 2014

A Division of Magna, a Multi-Billion Dollar Tier 1 Automotive Supplier

Injection Molding Manufacturing Facility

Supply Chain Coordinator/Senior Buyer

Program based purchasing: sourcing, negotiating, prototype purchasing, minimizing obsolescence, and program manage

Meet with launch teams on a regular basis and present status

Locate alternative sources for improvement of cost reductions, quality, and delivery

Communicating with supplier and rating them on quality, pricing, on time delivery, and customer service

Project manager for transferring tooling and other components for various programs

Utilizing an ERP system on a regular basis

Manage 5 MRO Buyers in order to locate cost savings

Utilize a commodity strategy in order to gain cost savings between 25-35%

Present to top management on a weekly basis

Visiting and evaluating suppliers on their manufacturing processes

Ayling & Reichert Co. Oak Harbor, OH 2000 - 2013

Multi-Million Dollar Automotive Metal Stamping Manufacturer

Business Analyst 2010 - 2013

Worked closely with management team to evaluate department results and develop strategies for improvement

Analyzed weekly and monthly reports, focusing on performance, efficiencies, conversion, GP%, and department operations

Reviewed and reported on competitor data, identifying missed opportunities, new product ideas and aggressive competitors

Worked on projects with other departments as assigned

Operations Manager/Purchasing Manager/HR Manager 2002 - 2010

Proficiency in all phases of procurement and inventory control

Skilled negotiator and project administrator with a proven record of cost reductions

Utilized ERP and Inventory Management MRP systems

Implemented a new ERP system

Managed 26 employees utilizing policy to produce performance improvement

Adjust pricing as needed to remain profitable and still offer customers a competitive price

Maintained current sales contracts and increased sales

Development of alternative local sources for imported raw materials which help in cost savings

Classification of vendors on the basis of criteria like cost, quality, and timely delivery etc

Implementing systems to avoid situations like over-stocking or out-of-stock which cause production and financial losses

Negotiated and sold scrap metals

Corresponding with customers and vendors on a regular basis

Analyze all departments to locate possible cost reductions

Work with each department on various projects

Human Resource Manager/Payroll Clerk/Customer Service 2000 - 2002

Coordinated interviews, orientations, and exit interviews for all employees

Processed background checks and handled drug testing as required

Managed employees problems regarding other employees, personal issues, insurance benefits, and accessing 401K benefits

Presented new ideas or changes in procedures while utilizing PowerPoint

Planned and scheduled companywide functions

Served as a director on the Board of Directors

Payroll Clerk/Customer Service 2000

Computed yearly, quarterly, and monthly benefits and payroll totals for employees

Processed payroll on a weekly basis

Handled customer complaints by utilizing company procedures and policies

Administrative duties including: filing, faxing, copying, emailing, answering phones, greeting guests and giving tours of the facility


Tiffin University 2014

Master’s in Business Administration - Majoring in General Management and Healthcare Administration

Dean’s List Aug 2012 – Oct 2013 and Jan 2014 – May 2014

GPA 3.81

Tiffin University 2012

Bachelor in Business Administration – Majoring in Organizational Management

Dean’s List Aug 2010 – May 2012

Summa Cum Laude Graduate

GPA 3.94

Terra State Community College 2010

Associates of Applied Business – Majoring in Marketing

Awarded the Fremont Company Scholarship

Dean’s List Aug 2008 – May 2010

Summa Cum Laude Graduate

GPA 3.959

Computer Skills

Proficient in Excel, Word, PowerPoint, Access, Outlook, QAD (MRP), Power shop (ERP), Moodle, Blackboard, and Angel


References are available on request.

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