Customer Service Manager

David Cassidy

Flanders, NJ ***** *****.*.*******@*****.*** 973-***-****

Bachelor of Science

Senior Level Operations Professional

EXECUTIVE SUMMARY

Energetic, driven, growth-focused leader offering comprehensive experience in diverse industries. Expertise in improving operational efficiencies, while interfacing with multiple functions throughout large-scale and complex organizations, with a strong proficiency in developing highly effective teams.

Areas of Expertise

Operations Management –Strategic Planning – Customer Service – LEAN- Multi Site Management

P&L - Training & Development – KPI Management- Manufacturing

Professional Experience

Gertrude Hawk Chocolate– Dunmore, PA 2015-Present

A Pennsylvania based chocolate company boasting sales over $150M

Vice President of Operations

Responsible for leading the manufacturing and operations functions for a privately held chocolate company supporting four business channels.

Driving operational improvements through associate engagements, while reducing process variation, and the improvement of business processes.

Fostered processes which served to improved customer service levels to 98.3% by implementing SOP process and leveraging legacy ERP system.

Reduced unfavorable yield of 65% through the education of improved inventory practices, formula adherence and weight control.

Shrunk turnover rates to 35% through providing enhancements to the hiring process, orientation, on boarding, training and development.

Motivated an improvement to safety indicators from 20th to 60th percentile of peer companies.

Cosmetic Essence Innovations – Edison, NJ 2013 - 2015

A manufacturer of skin care and personal care products servicing domestic and international consumers.

General Manager & Director of Operations

Led a sustainable turnaround of the Edison site through rigorous implementation of the shop floor fundamentals while driving accountability, developing people, talent and processes. Accomplished positive variances within 4 months.

Delivered $1.5 million in labor savings on 2 lines through justification and installation of $1.2 million of improvements.

Launched network continuous improvement process across manufacturing sites and into overall CEI network delivering cost and culture improvements.

Successful rationalization of network distribution center.

Mars Inc. {My M&M’s} – Hackettstown, NJ 2008 - 2013

A $50m standalone e-commerce made to order business within Mars Incorporated.

General Manager / Director of Operations

Led team and optimized end to end Supply Chain and Manufacturing processes from internet order to customer's doorstep.

Drove double digit improvements in conversion cost while improving quality and safety with top quartile associate engagement.

Returned business to profitable growth in 2011 after multiple years of flat to declining performance.

Led strategy development and proposal for business turnaround focused on consumer communication, price value, and financial shape.

Championed SAP implementation driving business and process improvement. Evolved functional organization structure to align with business process and support knowledge transfer.

Additional Work History Available Upon Request

Additional Career Highlights

MICHAEL FOODS EGG PRODUCTS CO.

Elizabeth, NJ

Director of Operations +7 Years

Directed operations for 5 facilities with over 1000 employees producing over 800 million pounds of processed egg products. Product channels included food service, industrial, and retail. Managed transition of company from family owned business to division of larger consumer products company.

Led network assessment of North America processing facilities that delivered $6 million cost reduction over 3 years.

Executed comprehensive 2-year response to significant product quality issue. Resolved issue and maintained all customers. Conducted end to end assessment of value chain addressing inadequacies in incoming raw material and handling processes. Identified, justified and implemented $11 million investment in aseptic processing and equipment upgrades with no supply interruption.

Team Leader of Operations Council that drove over $43 million in productivity over 4 years. Developed multi-site, cross-functional, shared objectives to ensure functional groups were working together.

NABISCO BRANDS, INC.

Parsippany, NJ

Director of Manufacturing Services + 16 Years

Reporting to the Senior VP of Operations ensured operating commitments across 21 facilities were achieved while delivering income generating business objectives. Partnered with plant managers to implement and accelerate productivity initiatives. Deployed resources to operating sites to reverse negative financial trends.

Integration leader for acquired business: Led and project managed manufacturing site rationalization and product redeployment without associate issue or supply interruption.

Delivered $4 million in incremental productivity through pallet and package optimization.

Managed and prioritized capital spending plan of $65 million across company balancing productivity, new business initiatives and infrastructure investments.

Achieved World Class Safety Performance with competitive program focused on key safety performance indicators.

Provided problem solving support to sites including statistical assessments, capacity/bottleneck analysis, simulation modeling, and MTM analysis.

Led company-wide maintenance improvement effort through assessment and improvement plan generation.

Education

Bachelor of Science Industrial Management

Purdue University

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