Customer Service Manager
Resume:
Wilmington, CA *****
r *********@*****.***
r i ta M Madaus
Achieve business goals and improve production by team leadership
SUMMARY
SKILLS & Manufactu ring -
A BIL ITIES
Solid knowledge of Optifacts systems software
E lectronic Inventory/Oracle oriented
E xperienced based optical knowledge and mechanical operations
Acquired working knowledge of all machinery
Scheduling and documentation of all PM with mechanic staff
MSDS file maintenance
Reject analysis / Customer complaint logs
SOP documentation and implementation
Weekly departmental meetings – production/statistics
Monitoring of GMP throughout production f loor
Calibration and maintenance logs created.
Lean Six Sigma, 5S and Kaizen trained
Managerial Skills -
FDA, EPA and H IPPA compliance skilled
K PI tracking and process improvement posting and reporting
P & L accountable for budget/labor costs
Review/Counseling of employees and records filed
OSHA/MSDS meetings conducted and recorded
Payroll (Kronos) Time keeping software experience/Shift scheduling
Consumable supply ordering
Safety committee meetings conducted and minutes recorded
Clerical -
Excel, Word and Power Point skilled
Webinar/Online t raining scheduling
Sales support and t racking
Personnel files updated
New employee orientation
General corporate reporting
L anguages – English f luent / Spanish basic
Excellent communication skills
EXPERIENCE
ACO OPT ICAL Co. / ESSI LOR LABS OF AMER ICA (CORPORATE)
2101 S AT LANT IC BLVD CO M ME RCE, CA
Production Manager – 2011 -2013
Responsible for all lab functions(see skills) and entire staff – 50+ employees
Performance in 16 months
- Decreased product ship time from 3.2 days to 2.4days
- Decreased rejects from 7.5 % to 4.1%
- Increased jobs per person production from 6.4 to 8.0 (lab only)
Decreased overall expenses by over 50 % in consumables, labor and maintenance
Product final inspection procedure accountability and upgrades
Shipping /delivery improvement reorganization
Key performance indicators posted daily for entire lab and by department
( b reakage, Jobs per person, turn t ime)
Responsible for all QA and direct final inspection
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H EARD OPT ICAL CO / ESSI LOR LABS OF AMER ICA (CORPORATE)
2310 LONG BEACH BLVD LONG BEACH, CA - 2000 – 2011
Operation Manager - 2008-2011 - multiple depts. 50+ employees
Oversee all aspects of laboratory performances – multi-dept. – Surface, Finish,
I nventory, Shipping
Set and achieve goals in all depts.
Reorganize staff to achieve performance goals and achieve breakage reduction from
6% to 2.5% as a result of reorganizing and accountability of positions.
Employee staffing criteria to cost of labor accountable
Assisted with machine operations for lead/employee time off
General Manger I I I -2006-2008
Assist Sales Team (4 reps) in territory growth while structuring inner lab
management
Responsible for financial performance and revenue growth
I mplementation of customer service procedure upgrades and accountability of
customer service representatives
Lab P roduction Manager -2000-2005
Reorganize processes and employee duties for involvement of company goals
Assisted in on boarding of new management and building of inner management
I mplement work f low structure throughout laboratory to meet daily goals.
Directly operated machine positions to evaluate production and establish SOPs
H EARD OPT ICAL CO 2310 LONG BEACH BLVD LONG BEACH, CA
P rivate company – 1985 - 2000
Manager of Lens Manufacturing Dept. of up to 16 employees
Responsible for all personnel matters: hiring, attendance, reviews and schedules
Implemented monitored work flow systems for consistent processing – example:
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start of 30 jobs per 30 minutes to result of 45 jobs per 30 minutes. (13% production
i ncrease)
EPA records and recycling of hazardous waste
Working responsibility of replacing employees for time off/vacation on production
l ine of machinery in multiple depts.
Departmental goal oriented statistics
COMMUNICA
TION
Departmental meetings conducted weekly
Review and counseling experienced
Experience in management of people for more than 20 years
LEADERSHIP
Human Resource approach with staff – scheduling, reviews, counseling,
* *Currently enrolled to complete BS in Business Admin
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