Customer Service Manager
Resume:
WILLIAM G. WITHERS
Home: 224-***-****
*** ******** *****, **** *****, IL 60046 Cell:
*********@*******.***
SUMMARY OF QUALIFICATIONS
Over 20 years experience leading, mentoring, teaching, coaching, and
training team members, ranging from entry level to senior level, in the art
of leadership, Supply Chain Logistics and Distribution, Lean manufacturing,
Six Sigma, and continuous improvement methodologies. Mature, dedicated
professional capable of delivering results, building high performance
teams, creating a positive work environment, and developing competent,
confident leaders capable of performing at the next level.
EDUCATION
U.S. Military Academy - West Point, NY
. Master of Arts in Leadership Development, 1992
. Bachelor of Science, Applied Sciences and Engineering, 1980
PROFESSIONAL EXPERIENCE
Dean Foods - Franklin Park, IL
2011 - Present
Director of Continuous Improvement
. Identified performance improvement opportunities across the Dean Foods
Supply Chain
. Designed and managed process improvement initiatives, and trained Dean
Foods plant, logistics, and sales leaders and managers in the North
Region.
. Advised senior executives on the nature and progress of network-wide
improvement and change management projects, shared best practices, and
implemented the Dean Management Operating System.
. Used Hoshin Kanri process to set strategic goals for the business
units.
. Led deployment of new operating system designed to instill a
continuous improvement mindset
. Led continuous improvement efforts in operations and supply chain,
saved over $4 million.
Senior Continuous Improvement Manager
. Identified Distribution performance improvement opportunities across
the Dean Foods Direct Store Delivery System.
. Designed and managed process improvement initiatives, and trained
Distribution Management teams nation-wide.
. Advised senior executives on the nature and progress of network-wide
improvement projects.
. Used a process improvement framework to create a map the current state
of distribution team performance, analyze the data, brainstorm
improvements, and develop a plan to implement changes designed to
eliminate waste, speed processes, reduce costs, and increase
efficiencies.
. Used distance learning techniques to train Distribution managers on
the use of process improvement tools, explain project requirements,
expectations, and deliverables.
. Led a total of 27 projects in all 5 regions, resulting in more than $2
million in savings.
Grainger Industrial Supply - Niles, IL
2005 - 2011
Customer Service and Outbound Process Manager
. Led a team of 37 DC Support Specialists, DC Associates, and one
Supervisor in Customer Service, Will Call, Returns, and Inbound
Operations in Graingers largest and most complex Distribution Center.
. Led a Lean Process Improvement Project that increased our UPS off-load
rate from 61 boxes/man-hour to an average of 128 boxes/man-hour
. Used Six Sigma and Lean techniques to improve our team check-in rate
from 18 lines/hour to 34 lines/hour, our put-away rates from 25
lines/hour to 27 lines/hour, and improved our marshalling techniques
to enable us to cut 7 FTE; a savings of over $250,000 annually.
. Drove quality errors from an average of 24 per week down to 11 while
volume increased by 11%
Customer Service Manager
. Learned all aspects of running a Grainger Branch: managed counter,
office, and warehouse teams
. Mastered all Branch Business Excellence audit points and have led
audits
. Compiled daily and monthly Branch Performance Worksheet reports
. Managed Branch expenses through the use of Corporate Purchase Card and
have reviewed payroll
. Participated in the hiring process; conducted annual inventory.
Performance Improvement Manager
. Identified, managed, and led improvement opportunities based on
organizational measures and corporate goals.
. Focused on achievement of results and successful implementation of
change across the Customer Services network through the management of
a Portfolio of Projects.
. Led a cross-function team of 20 people from 16 departments
. through the Define, Measure, and Analyze phase of a Six Sigma Black
Belt Project designed to increase the level of quality of data from
3.01 to 3.34 Sigma and achieve more than $176,000 in annualized
savings.
. Analyzed the Branch Services Portfolio of projects and identified 10
Green Belt Projects.
. Selected Green Belt candidates, Project Champions, and wrote Project
Charters for all projects.
Consolidated Container Company - West Chicago, IL
2003 - 2005
Quality Assurance Manager
. Led a team of Quality Control Inspectors and Lab Technicians in the
application and maintenance of established quality control and
inspection procedures to insure continuous production
. Meet company quality standards, keep products safe, and satisfy
customer requirements for their plastic bottle needs.
. Over a one year period, reduced the number of customer complaints from
92 to 14.
. Led process improvement teams to identify the root causes of customer
complaints, implement improvements, and develop plans to ensure
processes remained in control.
. Provided quality leadership to 4 new product development teams that
resulted in all products meeting or exceeding customer needs,
specifications, and expectations.
The Human Resource Store - Chicago, IL
2002 - 2003
Training Manager/Consultant
. Led a team of trainers to conduct needs assessments, develop programs,
and deliver high quality out-sourced human resources services and
training to retainer and project clients of the Store.
. Partnered with the Chicagoland Chamber of Commerce to provide dynamic,
innovative, and useful training workshops to large groups that focused
on member concerns and added value to their companies.
. Developed a turnkey cluster of projects for a small software testing
company that will enable them to market their product to companies who
use the Six Sigma methodology.
GE Financial Assurance - Schaumburg, IL
2000 - 2002
Continuous Improvement / Six Sigma Master Black Belt
. Served as Six Sigma consultant to provide executive leadership to the
Senior Vice-Presidents of Human Resources, Legal, and Compliance on
quality initiatives using the Six Sigma methodology.
. Responsible for teaching, coaching, mentoring, and leading associates
in business process reengineering and problem-solving principles.
. Defined, measured, analyzed, improved, and controlled business
processes to improve productivity and take out cost.
. Contributed to the integration of the enabling functions of three GE
Financial Assurance businesses designed to take out over $10 million
in the Human Resources, Legal, and Sourcing Departments.
. Taught, coached, led, and managed over 30 associates through Six Sigma
projects and kaizen workshops that yielded more than $2.3 million in
productivity and cost savings.
. Managed a cross-functional team to automate back office functions by
implementing an enterprise-wide document management and workflow
system designed to save $2.1 million in operating costs.
. Used Six Sigma methodology and facilitation skills to develop a Crisis
Management Plan that guarantees business continuity in the event of
any emergency, large or small.
United States Army - Various U.S. and overseas locations
1980 - 2000
Officer
. Achieved top-notch ratings in positions of increased responsibility in
multiple Army command and staff assignments that honed strategic
planning, leadership, teaching, coaching, and mentoring skills.
. Positions included:
o Executive Officer of the Army's largest combined arms battalion
o Teacher, coach, and mentor to Cadets at the U.S. Military
Academy at West Point
o Fellow, Dwight David Eisenhower Fellowship for Leader
Development
o Company Commander of two deployed companies in Europe
o Platoon Leader, Company Executive Officer, and Maintenance
Officer of a Cavalry Squadron
Contact this candidate