Customer Service Management
Resume:
Profile
Motivated, personable business professional and quality-conscious team-
player utilizing a proactive results-driven performance style. Flexible,
versatile and able to maintain a sense of humor under pressure. Poised and
competent with demonstrated ability to easily transcend cultural
differences. Thrive in deadline-driven environments. Excellent team-
building skills.
Skills Summary
Project Management Purchasing Materials Management
Systems Implemenation Customer Service Logistics
Training Scheduling Reorganizaton/Restructurin
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Experience:
MATERIALS/PRODUCTION CONTROL:
o Consistently achieved shipping goals despite enormous
schedule fluctuations and changing product lines.
o Accomplished and maintained 98.5% inventory accuracy in
stockroom and WIP locations within MRP environments.
o Reduced cycle times and developed scheduling techniques on an
on-going basis to improve manufacturing response times.
MANAGEMENT/ADMINISTRATION:
o Managed shipping, receiving, purchasing and production areas
achieving revenue goals ranging from$2-5 million annually.
o Directed all production planning and order fulfillment
activities in support of $12-15 million in quarterly software
revenue.
o Managed three departments responsible for $ 3-5 million in
WIP inventory.
SYSTEMS EXPERIENCE:
o Developed external specification for several modulesof the
corporate total order management system.
o Contributed significantly to the successful implementation of
at least six automated systems from MRP to Order
Management as user, user/manager or systems development
analyst.
o Utilized ASK/MANMAN, "Fourth Shift" MRP, "Macola", "DBA" and
most recently implemented EPICOR in GCI's North Andover
plant.
CUSTOMER SERVICE:
o Reduced departmental backlogs by 80% in first six months as
supervisor significantly improving revenue recognition as
well as customer satisfaction.
o Re-organized functional areas into regional support groups
making communication and problem resolution timely and
effective between headquarters and field offices.
o Supervised training and implementation of total order
processing and inventory control system for both field and
headquarters.
TRAINING & DEVELOPMENT:
o Created documentation and conducted user training sessions
for corporate total order management system.
o Instructed class for Quality Education System (10 week
program) and served as facilitator for "Corrective Action
Teams"
o Implemented on-going cross-training programs to insure
maximum product flow and work force utilization.
PRIOR WORK HISTORY:
o GarrettCom, Inc., North Andover, MA September 2001 to
September 2011
o Celus Fasteners, Andover, MA 1998-2001
o Dolan-Jenner Industries, Lawrence, MA 1995-1998
o Ergo Computing, Inc. Peabody, MA 1991-1995
o Interleaf, Inc., Waltham, MA 1987-1991
o Compugraphic Corporation (Agfa) Wilmington, MA 1977-1986
EDUCATION:
o Boston College - School of Education - 2 years
o Merrimack College- Accounting I & II, Calculus for Business,
Economics 1998-99
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