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Customer Service Manager

Latonia, Kentucky, United States
June 11, 2018

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Project Management and Technical Leader for Package and Device with delivery experience in Research & Development and Product Supply organizations yielded successful initiatives, process improvements, and yearly savings.


Strategic Planning • E2E Supply Chain • Global Project Management • Technical Readiness • ENOVIA/PLM Localization/Near Shoring • Process Improvement • Supplier Relationship/Qualification • Device Expert • Experimentation Design & Prototyping • Protocols and Validation • Problem Solving Defects & Root Cause Analysis • Applied Statistics

Specs & Standards • Methods Development • Consumer Research • Sensory • Formulation • Artwork • Ship Testing

Quality-minded Project Manager and Technical Leader with over 20 years of success delivering initiative work on a variety of consumer product platforms. I managed and led many global packaging and device projects, developed products and orchestrated consumer research for a large consumer goods manufacturer.

Experienced working across diverse functions & global teams, suppliers, personnel and customers in multiple BU’s.

Technical owner of multiple product forms, touching and improving based on customer and consumer feedback.

Experienced with IM parts, films, label applications, bottle blowing, thermoforming, heat sealing, peel forces, ship/stack testing, loading patterns, and carton and corrugated materials.

Led IM parts technical readiness for complex near shoring move to a build from ground up contractor facility.

Developed learning plans and protocols to facilitate material and product validation with suppliers and manufacturers.

Led many simplification projects including a smooth transition from MB to liquid colorant in middle of complex startup.

Played a lead role to avoid a costly vacuum starter kit recall by organizing the rework execution at a contract facility. Directed build of test jig to troubleshoot the broken battery housing enabling the kits to be reworked.

Coordinated team of central and site engineers to trouble shoot sealing operations resulting in a reduction in leakers, thus avoiding a club customer delist.

Led successful global ship test for new snack size packaging launch and set the peel strength parameters.

Coordinated, analyzed and summarized a Consumer Habits & Practices study and discovered new correlations.

Developed skin care product test methods correlating in vivo and in vitro studies.


Procter & Gamble Company – Cincinnati, Ohio

April 1994 – February 2018

Well-regarded manager recognized for technical contributions, integral team player who contributed to the growth of the company’s billion dollar brands.


External Supply Solutions – Swiffer Starter Kits

Integral member of the Materials, Process Delivery organization within the ESS product supply manufacturing group.

I led numerous successful packaging and device initiatives and improvement efforts while delivering cost savings. As product manager and project owner I attributed strong on time execution, brought teams together to problem solve, drove schedules, led savings work and directed consistency within specs and standards in preparation of near shore startup.

Led and owned 3yr savings sufficiency plan for new CM site for complex starter kit businesses.

Collaborated with P&G and CM site QA to create new and consistent specs and standards in preparation of Enovia system and move which established process control strategy and tracking (previously lacking at China site).

Worked with molders for quote requests, validated higher cavity molds and cycle time reduction, and approved FMEA parts via P&G IMVP.

Partnered with materials scientist and researched resins using modeling tool for replacement or backup options.

Discovered during CM visit that wrong country of origin was being ink jetted on starter kits. Collaborated with internal Regulatory and Legal contacts avoiding full recall, only rework of in transit SKs and oversaw rework effort.


Materials, Process and Delivery – Dawn Bottles and Swiffer Refills

Integral member of the product supply central Materials, Process and Delivery organization, I led packaging material startups at 3 P&G NA manufacturing sites. I collaborated with R&D packaging, plant counterparts and suppliers to further new market initiatives, including a new PET bottle that operated on high speed Krones filling and labeling lines.

Designed placement across label plane for 2D bar code for all PET bottle heights which kept reader equipment stationary on high speed lines enabling reduction in change-over time.

Collaborated with Design to create soft tools for HDPE bottle and executed rapid prototyping for new colors. Recognized at yearly Engineering and MPD offsite for this work and received award for packaging ideation.

Flagged potential for micro risk during validation of bottle supplier picking and placing bottles with robotic apparatus by inside of bottle neck. Recognized at quarterly awards for excellent QA work.

Graphed ISBM performs vs. bottle sizes discovered ability to use to a lighter perform for a large bottle resulting in simplification and savings.

Chartered and led engineering team to study root cause of sever leaking issue, result avoided delist at club.

oUsed excel to model a weight imbalance across tub thermoforming process at supplier.

oUtilized high speed camera on packing line which concluded dripping liquid interfered with quality of seal.

oLeveled platens and rebuild of heater design improved equipment sealing process.

Familiarity of ASTM/TAPPI/ISTA, statistical analysis, DOE, gauge R&R, many instrumentation & metrology tools.


R&D – Swiffer Refills

Technical packaging and capability owner of Swiffer wet and wet jet refills, integral part of team. For example, I effectively worked upstream concepts to design a larger volume wet jet bottle to function with new device designs.

Worked with designers, created and tested prototypes. Partnered with global teams and suppliers and led startups at P&G NA manufacturing sites.

Planned, led and delivered new and improved products to market (Startup/qualifications, specifications, 2D drawings, artwork, documentation, and launch).

Awarded a Design Patent.


R&D – Folgers Coffee

Formulated and tested coffee blends from lab bench, plant scale up to launch partnering with 3 NA coffee plants.

Executed numerous consumer studies, one of which my decaffeinated blend achieved best OAR historically.

Orchestrated, executed and analyzed complex Habits & Practices study using JUMP software and summarized.

Coordinated coffee sensory panels, led product readiness and participated in successful startups.


R&D – Pringles

Executed extensive consumer studies and startups for 4 Pringles flavors successfully introduced to global market.

Partnered with flavorist and flavor manufacturer; developed and qualified flavor profiles.

Solved flavor stability issue via SEM, which led to processing improvement at the manufacturer.

Generated a data base of particle size using light scattering instrumentation and analysis. – Outcome was ability to lower capsicum dust in the seasoning, and met air quality standards.

Designed and managed oversees ship test and executed moisture and aging studies.

Led kids consumer testing for peel strength and recommended set peel force based on findings.

Coordinated sensory panels for Pringles flavorings, led product readiness and participated in startups.


R&D – Olay and Clearasil

Formulated and compounded products from bench through scale-up. Orchestrated and analyzed consumer studies.

Formulated, developed test methods and executed dose response studies for a regulated business.

Demonstrated process scale-up from bench to pilot and manufacturing plant.

Able to show correlation between in vivo and in vitro test methods.

Led the safety and clinical testing; placed global studies. Characterized rheology and particle size of beauty products.

Sensory liaison, provided insight, profiled competitive products by identifying aesthetic differences.

Zestotherm, The Heater Meal Company – Cincinnati, Ohio 1993 – 1994

Senior Research & Development Technician, R&D Laboratory

Team member of Research and Development laboratory, contributed to product development, executed laboratory testing and interpreted statistical analysis for MRE’s (Meals Ready to Eat).

Designed, performed, analyzed and interpreted experiments to investigate raw materials and product failure.

Wrote technical procedures for laboratory and plant personnel.

Oversaw training of college students to work in R&D laboratory.

Purchased and maintained laboratory supplies and equipment and tracked laboratory expenditures.

Prepared and assisted Quality Control with testing to meet government specifications.

Kutol Products Company – Cincinnati, Ohio 1990 – 1993

Chemical Quality Control Specialist, QC Laboratory

Responsible for all quality checks of commercial and industrial soaps. Helped develop and test new soap products.

Performed quality control checks on all production batches, incoming raw materials and packaging.

Calculated all adjustments for batches and communicated adjustments to chemical operators.

Maintained a database of all production batches and adjustments.

Followed Good Manufacturing Processing guidelines.

Conducted laboratory testing on products, new customer samples, raw material investigation and stability.

Super X Drugs – Cincinnati, Ohio 1982 – 1990

Retail – Customer Service and Pharmacy Technician

Maximized experiences within the company by changing store locations and roles.

Provided excellent customer service on the retail floor and as a pharmacy technician.

Experienced with new store setup and planogram execution.

Head bookkeeper entrusted with money deposits for brinks pickup.

Ordered and stocked HBA product.

Owned presentation and maintenance of cosmetics isle.


ASSOCIATE OF APPLIED SCIENCE – Cum Laude – Industrial Laboratory Technology


STRENGTH FINDERS: Harmony, Activator, Maximizer, Command, Consistency


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