Customer Service Quality Control

BRAD BOCKHORN

***** **** ********** ***. 480-***-****

Litchfield Park, AZ 85340 ***********@*****.***

SUMMARY

Dynamic and versatile business professional with extensive experience in start-up and turn-around operations is looking to secure a position of responsibility with a well established organization that values innovation and is looking to improve its place in the market with process improvements, quality controls and superior leadership.

AREAS OF EXPERTISE

Strategic Planning

Training & Development

Quality Control

Inventory Control

Change Management

Systems Management

Employee Relations

Pricing

Manpower Planning

Turnaround & Start-up Operations

Process Improvement

Leadership

Distribution

Procurement

Warehousing

P & L

Contract Negotiations

Multi-Site Operations

Problem Solving

Customer-Service

CAREER HISTORY

Plant Production Manager 2005 - 2011

Adplex- Tolleson, AZ. Commercial advertising printer, with three printing plants, a corporate office and 300 hundred employees.

Overall responsibility for 30 employees and all aspects of daily plant operation including pre-press, press, bindery, warehousing, shipping, receiving, payroll, material acquisition and human resources functions. Directly supervised two floor managers and one customer service representative. Prepared daily reports on materials, scheduling, and end of the month reports for the corporate office.

• Instituted quality control program with vendor to ensure customer satisfaction, reduced returned for defect materials to less than 5%, and maintained that average over 5 years.

• Recipient of the Adplex “Excellence Award” for completing a job when the equipment was broke down. Turning an emergency into a nonissue for our client.

• Established procedures, set goals, established clear expectations and clearly defined individual responsibilities, instituted daily supervisors meetings, established dialog between hourly employees and management. Provided incentives including gift cards, plaques, and picnics. Employee retention rose 70% and absenteeism was down 50%.

• Within 6 months production was up 25% and waste material decreased over 40%.

• Established and enforced safe working practices, conducted safety inspections, and established an impeccable safety record going without injury over 2 years.

Independent Real Estate Agent 2001 - 2004

Coldwell Banker- Tulsa, OK / Phoenix, AZ. Realtors and real estate services.

Working with an office staff, directed local marketing campaigns to develop leads, wrote contracts for sellers and buyers, ordered inspections, and provided other assistance to clients.

Director of Manufacturing 1993 - 2001

Oklahoma Offset, a division of Tulsa World- Tulsa, OK Commercial Printing company.

Overall responsibility for the daily operations of a facility that printed inserts for shipment to different states and around the world. Indirectly responsible for 80 employees, and up to 100 seasonal staff, that reported through three department heads. Responsible for daily production reports, weekly and long range schedules, maintenance requests, and all purchase orders.

• Introduced new plating process that was more durable, produced a superior product, and reduced plate wear resulting in a 15% reduction in equipment down time.

• Working with local vendors, negotiated bulk price reduction resulting in $50K reduction in annual production costs.

• By networking through local business located a new source for high quality printing ink that offered a superior product at a reduced price. After conducting through quality testing, introduced new ink to the process and reduced costs by $250K over 3 years.

Technical Services Director 1984 - 1993

World Color Press- Stillwater, OK. Start-up commercial printing plant producing inserts, magazines and catalogs.

Directly responsible for all quality decisions in the plant, performing all final quality checks before inventory shipped and interfaced with customers and vendors. Directly managed two Supervisors and 6 staff. Produced daily and weekly quality reports to teach and evaluate employees.

• Introduced densitometry to evaluate consistency throughout the print run.

• Introduced scanning densitometers on the presses to further enhance quality.

• Traveled to other plants within the company to troubleshoot technical issues.

• Assisted with new customers and transition of existing clients to a different facility.

• Traveled to clients for meetings on quality and technical issues, and educate them on the capabilities of the equipment at the plant.

Honorable discharge - USMC

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