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Customer Service Manager

El Paso, TX
October 19, 2018

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*** ******** ***, ** ****, TX *****

(915) 401- 4608



13+ years management experience in manufacturing/service operations

11+ years experience in warehouse/maintenance functions

7+ years experience in customer service environment.

15 + years experience in engineering (product, process and quality)

8+ years in project management

6+ years sales experience

Six Sigma Black and Green Belt. Lean Manufacturing and OSHA 30 Certified

Strong knowledge in ISO/QS/TS Quality Systems (CP, FMEA’s, APQP, PPAP, SPC, DOE, etc…)

Creative problem solver with excellent organizational and analytical skills.

Effective communication, decision making and mentoring skills

Strong knowledge in: Operation Management, Total Quality Management, Lean Manufacturing, Logistics/Warehousing, Six Sigma tools and methodologies, SAP/ERP and Microsoft Office Programs

Bilingual in English and Spanish to include reading and writing


IPSC Manager, Total Safety, El Paso, TX 11/2017 to present

Plan daily operational and warehouse schedules to provide maximum levels of customer service.

Oversee all operational issues to include direct involvement with briefing, job preparation and follow-up.

Provide leadership in achieving health and safety goals. Proactively identify safety and environmental issues and ensure compliance with Federal, State, Company and client standards.

Ensure completion of Job Hazard Analysis, Near Miss Hazard and Behavioral Observations cards

Prepare accurate and timely documentation including billing, compliance / inspection reporting, customer communication and reporting, quality assurance and/or safety alert issues.

Oversee the human resource functions of assigned team including hiring and firing, performance appraisals, coaching and counseling team

Plan and oversee a Preventive Maintenance Program

Assists with planning and implementing both short and long-term IPSC goals and objectives in areas including staffing, equipment needs, problem prevention, corrective action program and continuous improvement of IPSC standard operating procedures.

Quality Manager, Emerson Climate Technologies, El Paso, TX 11/14 to 6/2017

Responsible for all Quality/Safety department processes, functions and personnel.

Support/Lead distribution center warehouse operations (picking, packing, shipping, receiving and cross dock)

Work with Engineering, Marketing, Sales, and Production by implementing corrective actions and sharing best practices.

Manage personnel in the evaluation and testing of incoming, outgoing and returned product for warehouse operations

Responsible for managing processes and metrics to include quality, safety and cross dock

Responsible for inventory management and cycle count program.

Ensure compliance with Federal, State, and local regulations (C-TPAT, ISO, OSHA Audits)

Responsible for preventative maintenance and calibration of test equipment

Conduct hands on test and training for new equipment installation and testing.

Ensure a competent motivated staff through hiring, training, counseling and performance reviews

Promote and foster team member participation to drive continuous improvements (six sigma, kaizen and lean manufacturing)

Identify and coordinate facility needs for a safe work environment

Project Manager, Ability One Industries, El Paso, TX 7/13 to 11/14 (contract)

Planned, scheduled, and coordinated project by defining activities, duration, sequence and resource requirements.

Forecasted, tracked, managed and communicated budgets of projects.

Defined, implemented, and monitored safety, quality and delivery or projects.

Managed all the activities associated with the service center to include life cycle of customer service orders.

Provided forecast analysis on cost, staff and resources to redefine contract needs

Evaluated data, measured department productivity, goal achievement and contract compliance.

Dist. Manager, ADT/Tyco Security, El Paso, TX 5/10 to 6/13

Responsible for projects ranging from $10K to $4M.

Responsible for the overall planning, design, implementation, service and maintenance of all government, national and local customer Burglar Alarm, CCTV, Access, Network and Fire System projects for El Paso and NM area.

Responsible for project office operations to include warehouse and maintenance.

Responsible for hiring, supervision and evaluations of 32 employees.

Responsible for Annual Operation Plan, P&L reporting, forecasting, and financial transactions for district.

Worked with Sales to drive and maximize sales across vertical markets.

Managed and reduced material and inventory costs by 18%

Managed and reduced external service contracts labor rate by $2.25 per hour.

Responsible for developing training and safety programs (SHARP)

Manager, Honeywell Inc, El Paso, TX 09/07 to 01/2010

Responsible for the manufacturing, repair, replacement/refurbishment processes for Honeywell products.

Responsible for hiring, supervision, and evaluations of 8 direct employees and 120 total employees.

Responsible for receiving, shipping, maintenance and warehouse departments

Worked with Quality, Engineering, Sales, and Purchasing departments to introduce new products and achieve business strategies.

Responsible for AOP Plan, P&L reporting, forecast and facility yearly goals

Improved customer delivery by 5% through Kaizen and lean manufacturing.

Increased customer satisfaction score by 14% through visits, follow up calls, and feedback surveys.

Decreased safety incident rate by 33% through the use of 5s, 5 Why’s, Root Cause Analysis, Safety Audits, Visual Management, and SOP programs

Decreased warranty returns by 12%

Sponsored, participated, led and implemented multiple cost savings, six sigma, and lean manufacturing projects ($3 million in company savings).

Responsible for mentoring and developing associates to optimize talent and potential

Test Engineer II, Honeywell Inc, El Paso, TX 07/05 to 9/07

Product knowledge to include an understanding of design and function.

Lead two Six Sigma projects to achieve Green Belt Certification

Lead Lean Manufacturing project to achieve Lean Certification

Supervised 8 technicians and was technical support lead

Developed/modified test procedures for new and mature products.

Developed and coordinated all testing, training, and certification procedures for product and processes.

Analyzed warranty returns and made recommendations to product and/or process.

Procurement of all production testing equipment (hardware and software) to include preventative maintenance routines and spare parts list.

Developed Bills of Materials for all mature and new products.

Technical support for plant departments

Responsible for improvement of internal and external supplier quality problems.

Company liaison with other sites (OEM, Engineering, Quality).

Participated in stand up meetings, visual management, 5S and safety audits


Bachelor of Science in Electrical Engineering, University of Texas at El Paso 05/98.

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