Customer Service Manager

**** **** **** ****., ***** **** 651-***-****

Eden Prairie, MN 55344 ********@*****.***

Operations and system development expert, highly recognized by top

management for navigating a company culture through the arduous program

implementation process. Communications Specialist possessing leadership,

training, quality control, and human resource management experience.

Looking for role in upper management in a Quality Systems, Culture-change

and Leadership position within a Fortune 1000 company.

VALUE OFFERED

Manager Communications Problem Solving Risk Assessment

PowerPoint

Systems Analyst Compliance Training Quality Tools

National Panel

Quality Assurance Technical Writing PPAP/APQP/FMEA

Negotiation Research

Leadership/TQM Systems Development Business writing SCM

Sustainability

Auditor Consultant Public Relations Supply Chain Project

Manager

Meeting Organizer PDCA Quality Analyst Kaizen

Metrics/Scorecard

Customer Service Change Agent Ethics Visioning/Strategy

Coaching

Human Resources Organizational Development Staffing

Manufacturing Lean / 5S

PC/Computer skills Business acumen Team-building Process

Management Partnership

Employee Motivation Systems Integration Supplier Scorecard

Conflict Resolution CAPA

Audit Program Manager / ISO Systems Coordinator - This role reports to V.P.

Corporate Quality

DOUGLAS CORPORATION - Eden Prairie, MN 1998 -

Present

Plating on plastic emblem and nameplate Manufacturer supplying automotive

industry Ford, GM, Chrysler, Toyota employing 600 employees across several

sites in Minnesota and Michigan.

Positions held:

Supervisor System Documentation 4/2014 to Present

Audit Program Manager 2005 to Present

ISO Systems Coordinator 2002 to Present

Auditor/Senior Auditor 10/98 to Present

Final QC Inspector 7/1998 to 10/98

Started as Quality Inspector and within nine months was promoted to

Internal Auditor and eventually awarded the responsibility of coordinating

the entire company's Quality System direction and auditing program.

. Transform an anemic audit function into an effective risk management

and business-enhancement tool for a multi-site supplier to the

Automotive Industry, including annual planning, coordinating,

organizing, and execution of corporate audit schedule.

. Communicate with and drive functional areas and senior managers around

key performance indicators (KPI's/metrics), resource allocation and

strategic projects.

. Created coach character 'Coach TS' to energize and connect with

workforce to elevate their game, preparation and compliance in the

second decade of company's quality system operation. This has resulted

in an engaged and re-focused workforce that is better positioned to

meet the demands of today's customer.

. Forge and nurture solid partnerships within a matrixed organizational

structure spread across six locations.

. Within four years of company employment (2002) was entrusted to assist

Director of Quality and in 2010 began assisting Vice President of

Quality to drive aggressive cost reduction programs and performance

enhancement through continuous improvement activities involving 90% of

managers to impact the entire workforce.

. Collaborate and consult with department managers and supervisors on

upgrading internal systems for continuous improvement and reaching

company objectives.

. Perform business analysis and diagnosis system weaknesses and compile

gap reports for management team.

. Organize, plan, assemble and present Monthly & Annual Management

Review Meetings including presentation of departmental and corporate

metrics.

. Research, interpret and cascade Customer Specifications to departments

and harmonize system around them.

. Coordination and logistics for annual corporate-wide system audits by

External (independent) Auditing firms.

. Recruit/Select/Trained/Coached Internal Audit Team of 20 Auditors.

. Quality liaison between company and major customers - Ford, GM and

Chrysler on compliance to customer-specific

. Unite disparate company-wide safety practices into cohesive safety

program that is easier for workforce and managers to visualize and

adhere to.

. Write, communicate and disseminate process improvements and management

system updates for continuous improvement.

. Conducted over 1300 audits over a 15-year period for assessing

QS/ISO/TS quality/business processes & ISO14001 environmental

compliance.

. Drive and manage change via documented system comprising procedures,

work instructions, quality plans and specifications numbering some

1500 quality & environmental system documents accessible

electronically at HQ and six remote sites accessible to workforce of

600 or more.

. Source, negotiate and manage ISO Registration service contracts.

Realized annual savings of 25% (total $100,000+ over 10 year span).

. Establish, maintain and manage web interface with customers (maintain

profiles/download/disseminate communications). Reduced time to manage

this program by 20% over last six years.

. 10+ years of Lean Manufacturing experience within a Manufacturing

Environment.

Bethel University - Arden Hills, MN, Completed MBA Program, May, 2008 (3.90

GPA)

Bethel College - St.Paul, MN BA, Business Management (3.70 GPA)

Northwestern College - Roseville, MN Broadcast Communications, Ethics &

Theology studies

RAB/IRCA sanctioned courses Lead Auditor Certification - ISO 9001

Quality Core Tool Training - FMEA, APQP, PPAP, MSA, SPC

ISO14001 Systems understanding and Auditor Training

*TOP 5 Strengths assessed as: ACHEIVER / INCLUDER / FOCUS / POSITIVITY /

RESPONSIBILITY

*1/18/2006 George Gallup's StrengthsFinder, (C) 2000

OPERATIONS AND SYSTEMS EXECUTIVE

PROFESSIONAL EXPERIENCE

S C O T T E. P R I N T Z

EDUCATION AND TRAINING

Contact this candidate