Customer Service Manager

Elijah Finister

630-***-**** (cell) Houston, TX **************@*****.***

http://www.linkedin.com/in/elijahfinister

PROFILE

SENIOR MANAGER

Global Supply Chain and Manufacturing Operations

Deeply accomplished Supply Chain Executive with demonstrated success building lasting competitive advantages at every level of

operations, from planning and sourcing to manufacturing, logistics and distribution. Leading continuous process improvements efforts

across several profitable multi billion dollar companies, including Shell, BP, Coca Cola, and Pepsico, while managing complexity and

building new capabilities within the Supply Chain and Manufacturing sector. Expertise lies in improving plant operations and overall

equipment effectiveness to managing global production networks and integrating operating strategies with business strategies. With an

extensive background in Supply Chain Management, Operational Excellence, Call Center Operations, Collabrative Innovation

Management, Materials Procurement, Lean Manufacturing, and Multi site Operations Management. Proven ability to lead improvements

from the tactical level to the strategic, where operating strategies are clearly linked to customer expectations and business performance. A

cross functional leader who can lead teams by establishing the direction and motivating team members, creating an atmosphere of trust,

leveraging diverse views, coaching staff, and encouraging improvement and innovation. Excellent analytical and problem solving skills.

CORE COMPETENCIES

Lean Manufacturing/Processes Supply Chain Operations/Management Sourcing & Procurement

• • •

Global Project Management Plant & Facilities Maintence Management Call Center Management

• • •

Multiple Site Purchasing Production Planning & Forecasting Materials Management

• • •

Cross functional Leadership Budget Development & Management Optimization Processes

• • •

Financial Performance Management Contract Development & Negotiations Employee Engagement

• • •

Demand Planning Cost Reduction & Sustainability Strategies Business Process Improvement

• • •

Inventory Management Cross functional Team Leadership Customer Service Management

• • •

Warehouse Management Quality, Training & People Development Operational Excellence Programs

• • •

•

SELECTED PROFESSIONAL ACCOMPLISHMENTS

Global Supply Chain Management: Negotiated and Designed Global Strategic Alliance. Oversaw the design, negotiation and

implementation of a Global Partnership Contract with a large Global Supplier. IMPACT: Achieved $20M in cost of goods savings (COGS);

improved credit terms, implemented an innovative “Pricing Cap”; produced a global performance incentive.

Strategic Sourcing: Restructured for the Future. Devised and restructured the North American base oil sourcing strategy to align the

network with advantaged source points and proprietary supply. IMPACT: Produced $13.2M in cost of goods savings (COGS); overall

corporate cost reduction.

Chaired an Organized and Effective Project Steering Committee. Oversaw a $60 million “brown field” production facility expansion,

installation and startup project. Defined the committee mission, prepared the committee charter, allocated committee roles and

responsibilities, and avoided the pitfalls through communication. IMPACT: Delivered $6M dollars of savings under budget.

Developed a Ground Breaking Learning and Performance Strategy. Recruited, hired, trained and coached an Administrative Support

Team of 20 employees over a 60 day period to take on new customer business to manage License/Permits renewals and Lease/Dealer

Rent Agreements for 1250 Company owned and Operated convenience stores and 4000+ Franchise and Dealer operated stores,

respectively. Conducted a top to bottom analysis of the approach, including team structure, curriculum, course delivery and post training

support. IMPACT: Streamlined Onboarding and Training Operations; reducing the previous training period by 30 days; reduced support

cost; increased operational competency; generated a greater return on investment.

Enterprise Performance Management and Strategy Execution: Created an Effective Risk based Performance Management

Process. Collaborated and partnered with Sales and Finance to develop a computer based Performance Management Framework that

became the global platform for performance tracking and reporting for the retail operations company wide. IMPACT:Unified company

objectives; employees’ became business driven; identified weak points within the company.

Supply Chain Innovation: Established a Direct to Store Model for the Company. Conceptualized, designed and implemented a

direct store and multi stop customer delivery system from the manufacturing plant to the customer. IMPACT: Reduced logistics and

distribution operating costs; improved on time delivery performance 14% in one year (76% to 90%).

TECHNICAL SKILLS & APPLICATIONS

ERP Systems – SAP, JD Edwards; ISO9002, ISO1400, TS19649, Single Minute Exchange of Die (SMED), Total Quality Management

(TQM), Material Requirement Planning (MRP), Total Productive Maintenance (TPM), Statistical Process Control (SPC), Maximo, 5S,

Kaizen & Lean Manufacturing; Microsoft Office Suite – Word, PowerPoint, MS Project, Access, Excel, Outlook

Elijah Finister

630-***-**** (cell) Page 2 **************@*****.***

PROFESSIONAL EXPERIENCE

Shell Oil Products, Houston, TX 2006 – 2014

The number one global lubricant supplier, delivering market leading lubricants to consumers in over 100 countries.

Regional Supply Manager, Americas (2012 – 2014)

In charge of the procurement of base oils, optimizing Cost of Goods Sold and establishing a strategic & a reliable supply chain for the

Americas (NA & LATAM). Developed market sector sourcing plans and agree with stakeholders. Ensured all sourcing arrangements are

fully compliant to the company’s processes. Responsible for optimizing base oil supply from Joint Ventures, Proprietary Manufacturing

Plants and 3rd Party Suppliers to achieve (1) market competitive base oils cost of goods sold and (2) establishes supply security

incorprating contingency plans for mitigating supply disruption.

Hired to optimize raw material cost of goods and establish a strategic & reliable base oil supply chain for the Americas (NA & LATAM) that

aligned and supported the Global Vision. Total portfolio of base oil is approximately $1.3 billion annually.

• Restructured the NA Base Oil supply strategy and successfully renegotiated supply contracts with suppliers saving ~$13.2MM

• Reduced working capital ~$27MM (base oil inventory)

• Negotiated Global Partnership Agreement with a large Global Supplier, improving credit terms, establishing a “pricing cap” and

establishing a global performance incentive agreement. Deal estimated to be worth ~$20MM in costs reductions.

Plant Manager (2006 – 2012)

Led the manufacturing team in the blending and packaging of industrial, commercial, hydraulic and passenger car motor oils for the largest

volume producing Lubricants Plant operated Shell Lubricants globally (~150MM gallons/year). Developed and delivered the financial

operating budget (OPEX) through a disciplined approach to spending and the use of Continuous Improvement techniques. Responsible

for the delivery of the corporate Health, Safety, Security, and Environmental Standards particularly as it related to OSHA, EPA, and the

Coast Guard. Analyzed operational performance using Key Performance Indicators. Participated on the Regional Leadership team and

the Global Operations Managers Forum. Developed and delivered presentations to the Lubricants Global Executive Team.

Recruited to transform and turn around Shell’s largest volume producing Lubricants Plant globally by addressing the Safety, Performance,

Cost and People issues at the manufacturing site.

• Attained 2 years accident free performance

• Reduced the Operating budget by $2.3 Million over 4 years

• Delivered $60MM Blend Center Upgrade Project that increased capacity from 100MM to 150MM gallons

• Improved the People Engagement Score from 63% to 85% over 5 years

British Petroleum (BP), Naperville, IL 1998 – 2006

Global leader in the oil and gas industry with operations in Europe, the Americas, Asia, Australasia and Africa.

Operations Manager, Retail Support (2005 – 2006)

Call Center management and administrative support for both internal and external Retail and Fuels customers/consumers for BP Retail

across the US. Monitored call center operations and handling escalated calls. Worked with internal and external customers to present

call center performance against agreed Service Level Agreements. Collaborated with customers to develop new service opportunities.

Developed and renewed Service Level Agreements.

Selected to be a member of the Senior Leadership Team responsible for the start up of an In House Business Support Services

organization focused on the Retail Fuels and Convenience Retail Business Units.

• Hired and trained a Call Center team to handle both internal and external Retail and Fuels customers/consumers for BP Retail across

the US.

• Led a cross functional support team that developed and implemented Emergency Response and Employee Support Services to

handle/manage large scale emergencies including Hurricanes, Tropical Storms, and Environmental spills.

• Developed and trained an Administrative Support Team to manage License/Permits renewals for 1250 Company owned and Operated

retail convenience stores and Lease/Dealer Rent Agreements for 4000+ Franchise and Dealer operated sites in the BP network,

respectively.

Manager, Strategic Projects (2004 – 2005)

Led a cross functional team of experts in the development and implementation of strategic projects. Developed (1) A creative and

distinctive customer offer utilizing operational excellence and outstanding customer service and (2) Driving a Customer centric Culture at

the Site Level. Conducted site tours. Reviewed and analyzed data from Customer Focus Group sessions. Collaborated with the cross

functional team to identify, develop and deliver strategic projects at the site regional and site levels. Created presentations and presenting

results/recommendations to the Global Executive Leadership Team for Convenience Retail.

Elijah Finister

630-***-**** (cell) Page 3 **************@*****.***

PROFESSIONAL EXPERIENCE

Chosen by the Convenience Retail Sr. VP to lead a cross functional team of experts in the development and implementation of a set of

strategic projects designed to (1) Create a distinctive customer offer through operational excellence and outstanding customer service and

(2) Drive a Customer centric Culture at the Site Level.

• Supplier optimization efforts lowered supply chain costs in excess of $6.5 million

• Customer satisfaction scores increased from an average of 69% to 82%

• Manager turnover reduced from 25% to 10%

Planning & Performance Manager (2003 – 2004)

Developed the financial/capital budgets and performance plans for the business unit. Developed the performance reporting systems used

to provide periodic financial/performance updates to the Executive Leadership team. Analyzed regional financial and sales data to identify

poor performance trends. Met with Sales Leaders to present performance findings, make suggestions for corrections and worked

collaboratively with them to implement/track remedies. Developed and presented financial executive summary reports for both the

Americas and the Global Convenience Retail Executive Leadership Teams.

Invited to join the Convenience Retail Operations Team by the Sr.VP with focus on building retail business acumen, developing

organizational bench strength, and preparing future commercial leaders.

• Interacted with the global Planning and Performance Management team to develop the annual financial plan.

• Proactively partnered with the local Sales department functional heads to create individual financial budgets and team based

performance goals/tracking mechanisms.

• Responsible for the development of the global Management Performance Framework that became the global platform for performance

reporting

Plant Manufacturing Manager (1998 – 2003)

Led the manufacturing team in the blending and packaging passenger car motor oils for the largest volume producing Lubricants Plant

operated BP Lubricants globally (~100MM gallons/year). Coordinated and managed 3rd Party (Contract) Manufacturing and Warehousing

Operations in the production and shipping of ancillary products required to fulfill sales forecasts to minimize transportation/warehousing

costs. Responsible for the delivery of the corporate Health, Safety, Security, and Environmental Standards particularly as it related to

OSHA, EPA, and the Coast Guard. Negotiated local purchasing agreements and contracts to source 3rd Party products and services.

Developed the capital budget, then writing, justifying, purchasing and installing all capitals related equipment and storage vessels.

Analyzed operational performance using Key Performance Indicators. Participated on the Regional Leadership team and the Sales &

Operations Managers Forum.

Recruited to replace the outgoing Plant Manager at BP’s largest volume production facility and to lead the team to First Quartile

Performance in the areas of Safety, Performance, Cost and People as benchmarked against other Like for Like manufacturing sites.

• Received Customer Service Awards from K mart, Walmart, and Advance Auto (Top 95% Club)

• Increased customer service results (On Time and In Full) to 98.5% from 91.3%

Developed strategic alliances with key suppliers to lower inventories through the use of Vendor Managed Inventory (VMI)

•

Zero employee injuries over 4.5 years

•

National Gypsum Company 1997 – 1998

Plant Manager

Coca Cola Enterprises 1995 – 1997

Plant Manager

Pepsi Bottling Group 1986 1995

Product Availability/Customer Service Manager

Plant & Facilities Maintenance Manager

Warehouse Manager

Area Distribution Supervisor

Area Fleet Maintenance Supervisor

EDUCATION

Master, Business Administration, Agricultural and Mechanical College

Louisiana State University, Baton Rouge, LA

Bachelors of Science, Mechanical Engineering

The University of Texas, San Antonio, TX

Contact this candidate