Customer Service Manager

CAREER SUMMARY

Accomplished Operations Leader and Quality Engineer with strong experience

in manufacturing and distribution. Both strategic and tactical in the

execution of responsibilities and the attainment of business goals. Strong

skills in operations, business analysis, forecasting, quality control,

organizational leadership, government compliance and in the generation of

bottom line results. Highly organized and driven by critical business

performance metrics. Effective leader of people.

PROFESSIONAL HISTORY

IFCO Systems, Pallet Management Services - General Manager, Kansas City, MO

Sept 2012 - Sept 2013

As General Manager of IFCO Systems I was responsible to:

. Drive innovation, market share growth and customer service by engaging

our partners - both internal and external - to thoroughly

understand supply chain opportunities

. Develop new service offerings by identifying opportunities within

existing customer base

. Achieve financial goals by managing productivity, quality and customer

service standards

. Exceed customer service expectations by soliciting feedback, focusing

on the needs of our customer and demonstrating integrity in every

decision made

. Coach personnel to model the values and culture of the company

. Full P&L responsibility for territory

. Ensure safety, accounting and hiring policies and procedures are known

and adhered to by managers and staff

Schreiber Foods, Inc. - Capri Packaging Division, Clinton, Missouri

Operations Team Leader

2010 - 2012

Leader of a team of five shift supervisors and approximately seventy hourly

positions in the printing and converting of various flexible film products.

Primary metrics within the production department include safety,

productivity, quality, customer service, and cost. Duties include planning,

organizing, training, coaching, compliance with various customers, company,

and regulatory requirements.

Select accomplishments and experience while at Schreiber Foods, Inc.:

. Lead the "War on Cost", attacking the 8 types of waste using Lean

principles such as Value Stream Mapping, 5S, and SMED

. Lead sanitation standardization efforts which resulted in AIB Superior

rating, Recognition of High Achievement and Capri record high score

. Achieved quality results of 0.169% (FY10) & 0.157% (FY11) (Value of

rejections/Net Sales Revenue)

. Achieved safety rate of 0.47 (FY10) & 0.98 (FY11) (medically treated

accidents/200k labor hours)

. Maintained 99.99% on time order fulfillment in FY10 & FY11

. Reduced total labor hours by 5.08% while increasing production

throughputs by 4.88% (FY11 vs. FY10)

. Achieved a variable labor reduction of over $280k (FY11) through

elimination of scheduled overtime

Sunflower Food and Spice Company, Riverside, Missouri

General Manager

2009

Maintained production planning and managed all personnel including

recruiting, hiring, training, development and motivation. Developed

strategic plans to achieve production goals and deliver improved service

capabilities by streamlining operations and optimizing productivity. Full

P&L responsibility.

Select accomplishments and experience while at Sunflower Food & Spice Co.:

. Directed 30+ direct reports daily on both 1st and 2nd shift

. Successfully directed the shift of manufacturing to 100% internal, 80% of

which was previously outsourced to co-packers, resulting in a 50%

reduction of cost of good sold in less than 6 months.

. Developed procedures and documentation (HACCP, SOPs, and GMPs) for

compliance to external requirements and was the lead contact during

FDA and customer initiated 3rd party audits.

. Analyzed inventory turnover rates as affected by seasonal sales

fluctuations to develop an effective forecasting model for the

optimization of purchasing, production planning and logistics.

Vanguard Companies Inc., Kansas City, Missouri

2004 - 2009

Director of Management Systems - 2008 - 2009

Developed and lead implementation of all required documentation,

processes/procedures and training required for certification to the ISO

9001:2008, ISO 14001:2004, OHSAS 18001:2007 and SFI/FSC Chain of Custody

standards. This included data analysis and continual improvement in areas

such as material costs, production waste, defect rate reduction, labor cost

reduction, and reduced utility consumption.

Quality Manager - 2004 - 2008

Developed and maintained processes for managing the organization's ISO

9001:2000 quality certification and provided internal audit training;

performed in the Lead Auditor role. Developed analysis reports and tracking

systems as well as the corporate quality manual (QMS), process and

departmental goals as well as quality management policies for each of the

divisions and departments of the organization.

Select accomplishments and experience while at Vanguard Companies Inc.:

. Managed Quality Assurance / Quality Control for a multi-division,

multi-location corporation

. Provided both onsite and offsite Customer Service and Sales Support

. Lead Supplier Scorecard Development, Key performance Indicator (KPI)

Tracking and Continual Improvement initiatives

. Trained employees in Food Safety, Quality, HACCP, and GMPs for Food

Packaging facilities

EDUCATION and PROFESSIONAL ORGANIZATIONS

Bachelor of Science - Industrial Engineering and Operations Management

University of Missouri - Rolla

Rolla, Missouri

Certified by NCEES in the Fundamentals of Engineering - Industrial

Engineering 2002

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