Manager Customer Service

Curriculum Vitae

Alan Drummond

** ********, *** ******

West Lothian

EH53 0SP

Home Telephone Number- (01506) 884401

Mobile Telephone Number- 079********

Email Address- ****************@*****.***

Profile

A pro-active, safety minded manager who has excellent experience of food and

manufacturing production, quality, engineering, HACCP, budget control, lean techniques,

5S, GMP and warehousing. A manager who is confident making decisions and takes

responsibility for his teams actions. A strong team player, who thrives on deadlines,

targets, new ideas and practices. A determined individual who has been promoted by

every employer since advancing into management.

Key Skills

Health and Safety: Health and safety manager has been added to my role since June

2009. Trained to NEBOSH General certificate level and IOSH Managing Safely. Ensures

employees and visitors are safe from hazards within the working environment by

promoting and adhering to safe working practices.

People Management: recruiting, developing and motivating individuals: successfully

leading teams of managers and operators to achieve demanding goals: experienced in

performance and production management. Good understanding of disciplinary

procedures and currently involved up to dismissal and final appeal stage.

Quality: responsible for all production quality issues. Understand the importance of

customer satisfaction. Headed a successful team reducing product and packing

complaints by 7%. Ensures continued focus on quality.

Organisational: well developed capability to develop, manage and prioritise self and

others to optimise results and achieve challenging targets in order to

provide quality customer service in a fast paced environment.

Project & Production Planning: deploying expertise in resourcing, budgeting and

successful implementation of projects, including leading the efficiency improvement

project, health and safety improvement project and ISO14001 Environmental

Management System installation (completed April 2011). Have an excellent

understanding of production planning including the planning of labour, production

schedules, TPM and auditing.

Analysis: ability to analyse complex issues and develop practical solutions to improve

weaker departments this included successful improvement in waste control, quality,

efficiency and attendance.

Communication: Liaise with Directors, senior management, department’s managers and

operators on key issues and developments. Head brain storming meetings to improve and

develop areas of our business. Produce weekly briefs on key information for all

employees

Environmental: Role of Environmental Manager has been added to my role from June

2010. Head of the green team which achieved the ISO14001 award in April 2011.

Career History

Nairn’s Oatcakes Ltd

Edinburgh

December 2004 – Present

Production Manager (Health and Safety & Environmental manager) for two sites

Responsibilities: 4 shift managers

1 engineering manager

1 services manager

1 assistant H&S manager

6 production Supervisors

1 cleaning Supervisor

20 indirect workers

120 direct workers (excluding agency staff)

Health & Safety

Ensuring employees and visitors are safe and aware of company

policies. Lead team to reduce accidents through awareness and

training from an average of 7 per calendar month to 2. Also

responsible for accident investigation, countermeasures and

communication to the H.S.E

Production Planning

Planning labour and skills to ensure customer needs are achieved

efficiently and on time. Part of an improvement team that helped

increase efficiency from 92.3% to 94.3% on 1 of the production

plants.

Budgets

Responsible for developing and adhering to department budgets

including -Efficiency, Yield, Waste, Downtime, Labour, Training,

and Engineering.

Quality

To adhere to B.R.C, HACCP and GMP procedures and practices.

To ensure the product produced is to the customer’s standard.

To investigate and resolve reoccurring problems.

Discuss issues and agree countermeasures with the management

team. Member of a successful quality improvement project to

reduce customer packaging complaints.

Involved in all audits involving external auditors.

Waste Analysis

Monitoring all scrap levels and investigating then implementing

countermeasures to reduce waste levels.

Communication

To communicate with all staff from Directors to Operators, any

problems or issues that may arise. Producing weekly briefs for all

employees which include efficiencies, GMP issues, Production

issues, visit and forecasts.

Training

Organising induction training for new starts plus ongoing

training for more experienced operators.

Introduced

Developed a system for employees to be assessed every 6 months

including managers.

Involved in disciplinary actions up to dismissal plus appeals at all

stages of disciplinary process.

Developed a new and successful Absence Disciplinary Procedure.

HACCP / B.R.C Quality Certificate

Controlling department procedures and documentation. Ensuring

employees are trained and have an understanding of all relevant

procedures. Involved in all audits.

Environmental Management / ISO 14001

Responsibility for implementation and operational use of

ISO 14001 plus investigating new ways of reducing waste and

Carbon emissions. Head of the green team who meet regularly to

investigate potential issues and develop sensible countermeasure

and projects. Winner of the Carbon Trust award for reduction of

Carbon emissions in June 2012.

Capespan Ltd

Livingston

November 1999- November 2004

Operations Manager / Health & Safety Chairperson (June 03 to November 04)

Production Manager / Health & Safety Chairperson(Feb 01 to June 03)

Shift Manager / Health & Safety Chairperson (April 00 to Feb 01)

Responsibilities: 1 Production manager

4 shift managers

8 indirect workers

12 Forklift Drivers

10 to 20 direct workers.

Health & Safety.

Ensuring the H & S committee adheres to health and safety

regulations.

Ensuring Forklifts trucks and other machinery were inspected at

regular intervals to ensure operator safety.

Setting goals and targets for the organisation

Distribution Contract

Capespan Ltd distribution was contracted to an outside source. I

liased with the contractor at regular periods to discuss any issues or

problems that had arisen.

Production/ Warehouse Planning

Ensuring customer needs were achieved. (Improved from 97.8%

service level to 99.2%)

Efficiency Improvements. (Improved cost per pack from 6.5p to 5p

per pack) by keeping the correct balance of staff in the production

and warehouse areas.

Quality

To ensure the product produce is to the customer’s standard.

To investigate and solve reoccurring problems.

Discuss issues and agree countermeasures with the quality

manager.

Waste Analysis

Monitoring all scrap levels and heading a successful projects team

to reduce excess scrap levels.

Communication

To communicate with all staff from Site manager to operators any

problems or issues that may arise.

Budget Control

To control all cost within the operational side of the site and to

work within site budgets.

Training

Organising induction training for new starts plus ongoing

training for more experienced operators.

All employees were assessed every 6 months.

Involved in all disciplinary actions from final written to dismissal.

HACCP / B.R.C Quality Certificate

Controlling procedures and documentation.

.

Mitsubishi Electric (Air Conditioning)

Livingston

February 1994 – November 1999

Production Supervisor (promoted to supervisor in 1994)

Responsibilities: 2 Assistant Supervisors

40–50 operators.

3 Forklift drivers

Production Planning

Efficiency

Quality

Communication

Health & Safety

Training

Assessments

Mitsubishi Electric (VCR)

Livingston.

February 1989- February 1994

Stores operator / team leader

General stores duties including- Stock control, Service parts, Stock checks, Forklift

driving, Goods in and Goods out.

Polbeth Packaging

Livingston

September 1987- February 1989

Sample maker

Education

Inveralmond Community High School

Qualifications: O’ Grades English

Engineering science

Standard Grades Arithmetic

C.S.E. History

Falkirk College

Qualifications: Introductory N.E.B.S

Supervisor and Management N.E.B.S

Stevenson College

Qualification: N.E.B.O.S.H Certificate (Health & Safety)

Training

Internal Quality Auditing

First Aid

IOSH health and safety

HACCP (Internal)

Managing difficult people

Introduction to negotiation

Sent to Japan for a month to study Japanese work processes, and 5s methods.

.

Personal Details

Date of birth: 04 May 1971

Marital Status: Married

Children: Two (a boy and a girl)

Interests

I enjoy time with my children, cinema, 5 a side football, golf and hill walking.

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