Manager Customer Service
Resume:
MICHAEL S. OWENS
**** ********** ***** *****, **********, TX 78628 616-***-**** **********@*****.***
SUMMARY OF QUALIFICATIONS
• Respected Leadership with over 20 years of experience in business and the military
• Proven success in Operations Management and Supply Chain Development
• Commitment to Safety and Quality in all aspects of Operations
• Dedication to Continuous Improvement with demonstrated results in reducing costs, improving
efficiencies, and increasing profits
• Focus on Team Building and Development through rapid learning, teaching, training, and mentoring
• Excellent Communication skills, including written and verbal communication with customers, senior
leadership, peers, and subordinates
• Strong Strategic Planning and Forecasting skills, resulting in smooth operations and successful
completion of projects in high-pressure, multi-task environments
PROFESSIONAL EXPERIENCE
Led teams and organizations in multiple industries, maintaining calm, steady focus in high-pressure
environments. Ensured safe, high-quality, and profitable operations including continuous improvement of
processes. Developed business plans and operations plans focused on meeting the needs of the organization
and its customers through collaborative analysis, understanding of goals and capabilities, and detailed planning.
Brought together and led cross-functional teams to ensure the success of the organization. Selected, trained,
and taught people with commitment to their personal growth and future success. Constantly sought to develop
myself through learning, acquired knowledge, experience, and study. Achievements included:
• Managed a $20 million electronics and technology manufacturing facility. Learned, implemented, and
fully integrated continuous process improvement techniques (Kaizen, Lean, 5S) to improve production
operating efficiencies by over 50% on average and 100% locally. Reduced defect and reject rate by
98%, eliminating over $300,000 annually in re-inspection, rework, and scrap costs.
• Improved plating and manufacturing chemical processes of a $15 million plating and circuit board
manufacturing facility to sustain productivity requirements, reduce raw material inventories by over 50%,
and improve production quality by over 50%. Developed, implemented, and improved standardized
work instructions, statistical process control, and training program to ensure all lab employees could best
support manufacturing operations.
• Installed multiple new complex manufacturing technologies. Managed projects, working with internal
stakeholders and manufacturing/test equipment vendors on new equipment selection, purchase,
maintenance, troubleshooting, training, process development, and improvement.
• Improved cost, quality, and delivery at over 80 global suppliers by providing problem solving and root
cause analysis and corrective action implementation. Represented suppliers during response to
customer quality and delivery issues. Trained suppliers on risk reduction, quality control plans, improved
processes, and increased efficiencies. Learned automotive components engineering through self-
development study. Approved new supplier components, ensuring compliance with customer quality,
design, and material requirements. Evaluated and improved dimensional reports, material testing
results, statistical process capability, and process control plans.
• Created plant safety programs including annual training plan; safety committee establishment and
chairmanship; accident prevention and investigation, and incident reporting. Implemented safety
improvements and corrective actions. Ensured 100% compliance with OSHA requirements.
• Operated and improved wastewater treatment plant and waste disposal processes supporting plating
and circuit board manufacturing, painting and metals finishing. Ensured safety throughout hazardous
materials storage, handling, use, and disposal, maintaining compliance with EPA and state regulations.
• Achieved and maintained ISO9000, QS9000, and TS16949 certifications. Created and Improved quality
management processes including quality plans; failure mode effects analysis; work instructions; and
policies and procedures for in-process and final inspection. Trained, led, and mentored staff and
employees to provide world-class customer service to internal and external customers in multiple
industries under high-intensity conditions through responsiveness, corrective and preventive action,
process development, and education at manufacturing facilities and at customer sites.
• Planned, coordinated, executed, and improved military and civilian operations to process over 200,000
Army Reserve and National Guard Soldiers for deployment to Iraq and Afghanistan. Forecast work load
and requirements and adjusted manning and processes to best support the strategy. Managed change
as organizations underwent transformation and restructuring.
• Planned and implemented the repurposing and transfer of US Government vehicles and property from
Iraq to Afghanistan, ensuring the successful reutilization of equipment valued at over $200 million.
Provided numerous strategic briefs to top military and civilian leadership on the plan’s progress.
• Planned, executed, and supervised Infantry Basic Training, transforming over 2,000 young civilians into
Infantrymen, improving their skills, abilities, physical fitness, confidence, and character.
WORK HISTORY
U.S ARMY RESERVE, Ft. Benning, GA; Ft. Hood, TX; Camp Arifjan, Kuwait March 2003 – Present
On Active Duty: Company Commander; Brigade Operations Officer; Plans Officer
GHSP, Grand Haven, MI May 2004 – February 2008
Quality Engineer; Supplier Development Engineer
LANKFER DIVERSIFIED INDUSTRIES, Grand Rapids, MI December 1999 – May 2004
Business Unit Manager (plant manager); Quality Manager
POLY CIRCUITS, INC., Bensenville, IL October 1997 - December 1999
Manager, Safety & Environmental Compliance; Lab Manager; Quality Manager; Maintenance Manager
EDUCATION
M.B.A., Finance, Argosy University
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Michael S. Owens
B.A., Political Science, Michigan State University
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