Customer Service Manager

Andrew Hymes

*** ******** ** * ******* Lake, IL *0014v Ph: 847-***-**** v acesh0@r.postjobfree.com

OPERATIONS – BUSINESS DEVELOPMENT – PROGRAM MANAGEMENT

A hands on executive responsible for analyses of activities, costs, operations, and forecast data to determine

department progress toward stated strategic client relationship goals and objectives. Interact regularly with

management team and individual department heads to ensure the company operational priorities are aligned with

overall company direction. Strong interpersonal skills proven to effectively communicate with all levels of staff and

clients. Experienced in managing multiple business disciplines including; Purchasing, Manufacturing, Quality

Assurance, Engineering, IT, and Sales. Accomplished serving as a spokesperson, adaptive learner and CEO’s right

hand person. Additional expertise in:

* Electronics Manufacturing * Property/Casualty *Business Acumen/P & L

* Procurement * Disaster Response * Expansion/Scale up efforts

* ISO -9001 * Planning * Team Dynamics

* Project Management * Reengineering * Change Management

* Capacity Planning * Budgets & Controls *Quantitative/Qualitative Analysis

PROFESSIONAL EXPERIENCE

Manufacturers Solutions Inc. (MSi) Jan 2014 - Current

Sales

Reporting directly to the ownership team, responsible for Operations and Sales

• Responsible for cultivating new accounts

• Tactical and strategic responsibility for account growth and for targeting appropriate accounts to develop

• Customer Service and Program Management where appropriate

AL-RO/AIM Jan 2013 – Dec 2013

Director of Operations

Reporting directly to the President & CEO created a program management department and currently in charge of daily

manufacturing operations.

• Responsible for recruiting and hiring of production personnel

• Maintains and adjusts the production schedule

• Controls inventory and material ordering

• Dotted line to Quality Assurance

• ISO 9001:2008 certification in process

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President Feb 2012 – Jan 2013

Phoenix Electronics

Reporting directly to the board, this position saw the establishment of company-wide processes and procedures for a

start-up Electronics Manufacturing Services (EMS) provider. All aspects of the business were under review and

development.

• Hired staff for all key positions

• Created office and production procedures, work instructions and policies

• Full P&L responsibility in all aspects of the business

• Directed the set-up of manufacturing operations

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Director of Operations Aug 2011 – Feb 2012

Elutions, Inc. v Waukesha, WI

Reporting to the CEO, this position saw the establishment of a National Installation Team dedicated to installing

energy monitoring and controlling devices throughout 200+ Verizon facilities.

• Coordinated the performance of RCX Audits (Energy Efficiency Audits) across multiple states and various

facilities – some not owned directly by Verizon

• Created a network of installers in California, Maryland, Florida, Colorado and Illinois

• Maintained cost and schedule on up to 20 facilities at time, across multiple time zones and in various stages of

completion.

Vice President, Business Operations Mar 2009 – Aug 2011

Millennium Electronics, Inc. v Crystal Lake, IL

Manufacturer of Electronic Printed Circuit Boards

Reporting to the President, this position established operations standards in collaboration for cost control, waste

reduction, quality, safety, and complete on-time delivery. Oversaw operations budget to ensure compliance with

organizational expenditure requirements. Continual oversight to operational objectives.

● Put in place process inspection based quality system resulting in reduction in overhead from 10% of 1%. Increased

quality yields to 99.5% final yield and over 97% first pass yield. Achieved Six Sigma on high volume telecom

production line as measured by our customer.

● Successfully proposed and sourced SMT production equipment, improving processes to increase capacity from

160,000 placements a shift to over 1.5 million per shift.

● Developed internal resources to accommodate significant growth and change with rapid response times.

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Associate Vice President, Business Operations Mar 2008- Mar 2009

Executive Director Mar 2006- Feb 2008

Director, Administrative Operations Mar 2004- Feb 2006

Reporting to the President, these positions exemplified proven abilities in leading manufacturing and supply chain

activities, managing complex projects, improving efficiency of operations, team building, and detailing critical

information to determine effective processes for operations.

● Oversees troubleshooting or customer situations that require special handling. Responds to customer inquiries and

problem solving in a professional and effective manner.

● Acts as a resource in resolving customer issues by utilizing MEI process knowledge and strong skills in negotiating

and selling.

● Sets performance standards to meet service goals of the company. Coaches teams in order to achieve high

performance. Measures team performance and makes related decisions regarding team objectives

● Provides feedback internally regarding service failures or customer concerns. Provides feedback to operations to

ensure all customers have accurate and timely information on order status and/or changes.

● Owner of Quoting charged with ensuring competitive pricing while maintaining company mandated profit margins.

Directed Customer Service, Sales, Program Managers, and Independent Representatives.

Special Projects Manager Mar 2003- 2004

Millennium Electronics, Inc. v Crystal Lake, IL

This position established a diversified management role that managed large and complex administrative projects which

transcended departmental lines and required a high degree of specialized business knowledge. The position allowed for

initiative and independent judgment within an assigned area of responsibility.

● Advised Executive management as to the viability of a proposed action and interpreting and applying direction to

given situations.

● Acted independently executing specific actions directly or accomplished goals through others by directing the work of

a technical staff.

● Championed ISO9000:2001 Certification project in six months, first pass resulting in consistent, quality processes

throughout the entire project delivery process, administrative and manufacturing. Point person for audits for a period of

18 months until the later addition of a Quality Assurance Manager.

Purchasing Manager Mar 2002- 2003

Purchasing Agent Aug 2001- Mar 2002

Buyer Jun 2001- Aug 2001

Millennium Electronics, Inc. v Crystal Lake, IL

Original position placement as Buyer, promoted to Purchasing Agent and eventually Purchasing Manager.

● Established purchasing procedures and practices prior to MRP/ERP project.

● Successfully selected, evaluated, and implemented a MRP/ERP system.

● Interacted directly with customers and production team to ensure on time delivery of sophisticated electronic

assemblies. With increasing responsibility came the management of two Planners and coordination of their efforts

with our clients.

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Constituency Assistant Jun 1999- Mar 2000

LeRoy Johnson, MLA. v Camrose-Wetaskiwin. Canada

Politicians' Assistant providing administrative, research, constituency, parliamentary and publicity support.

● Responded to inquiries from constituents, other politicians, the media, lobbyists and pressure groups.

● Researched into local, regional, national and international issues as required, ensuring the politician is made aware of

any relevant matters.

● Generated press releases, newsletters and mail shots to promote the work of the politician and keep constituents and

interested parties informed.

EDUCATION & ASSOCIATIONS

University of Alberta, Edmonton, Alberta Canada ~ BA, Political Science v B.Ed Secondary Education

v Augustana and U of A Alumni Associations

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