Customer Service Maintenance

R. ANTHONY GIL

**** ***** **** • Highland, IN ***22 • (C) 219-***-**** • ********@*****.***

OPERATIONS & PROJECT MANAGEMENT

QUALIFICATIONS

Program Development

Customer Service Excellence

Facilities Management

Preventive Maintenance

Education & Training

OSHA Regulations

KPI / Six Sigma / Red - X

ISO 9000 / QS 9000

FMEA / DMAIC / SPC

Value Stream Mapping

Analytical & Problem Solving

Work Design Practitioner

Design-To-Change Process

Organizational Development

PROFILE & VALUE

Decisive and dedicated Operations Manager with a tradition of performance excellence in staff leadership, talent management,

process improvement, cost reduction, energy enhancement, and financial accountability. Key strengths include:

Project Management - manage large, complex business process and retro-commissioning projects with individual budgets as

large as $3.5M.

Operations Management - extensive experience hiring and directing teams of highly qualified professionals in completing

assigned workload and meeting department metrics.

Team Leadership - assign workload and projects to optimize staff’s unique contributions based on individual talents; hold

staff to high professional standards; motivate staff to improve productivity.

Customer Service - understand internal and external customer needs and respond through appropriate measures.

Vendor Relations - negotiate subcontractor contracts; oversee on-the-job performance to ensure adherence of quality standards.

Computer Literacy - MS Office, Visio, CMMS - Maximo and Crystal Reports.

PROFESSIONAL EXPERIENCE

OPERATIONS - FACILITIES/MAINTENANCE MANAGER • Majestic Star Casino, Gary, IN 2014 - Present

Accountable for managing the systems and personnel that operate, maintain, and calibrate critical systems in the Site Facilities

and Engineering organization. Manage the preventive maintenance, MRO, and metrology programs including developing

PMP’s and SOP’s aligning with regulatory expectations, corporate guidelines, and industry best practices.

• Development and implementation of maintenance systems associated with High Performing Manufacturing

Organizations (Preventive/ Predictive Maintenance, TPM, etc.).

• Provide technical guidance and oversight insuring all projects are completed within specified schedule and budget

from inception through completion, start-up, commissioning and validation.

• Schedule and execute routine plant maintenance shut-downs. Ensure manufacturing operations are returned to fully

compliant operations within agreed to schedule.

• Ensure department training requirements are maintained current. Update curriculum as required to maintain staff

current with changing regulatory and industry standards.

OPERATIONS - PROGRAM MANAGER • THE UNIVERSITY OF CHICAGO, CHICAGO, IL 2011– 2013

Ensures that maintenance functions and services are performed in a timely, proactive, cost-effective manner while achieving

Facility Services (FS) quality and customer service targets. Adheres to champion safety performance by monitoring quality

performance, modeling behavior, enforcing safe practices and holding others accountable. Identifies maintenance needs, and

promotes a strong customer service orientation by establishing a performance culture resulting in strong communication and

coordination among shops and other parts of FS.

• Prioritizes work to be performed, balancing immediate needs with preventative maintenance.

• Evaluates and analyzes maintenance, repair and operational needs and determines resource allocation, organization and

processes to develop and sustain best-in-class results.

• Develops and implements strategies to improve reliability and ability to exceed client satisfaction.

• Develops, analyzes and applies quality performance data to support continuous improvement in all facets of

maintenance operation.

R. ANTHONY GIL Page

Two

OPERATIONS COORDINATOR • General Motors - Customer Care & After Sales, Burton, MI 2009 – 2011

Responsible for operation initiatives including safety, people, quality, responsiveness, cost, lean and environment.

Manage complex constraints to resolution with goal to eliminate plant disruptions and reduction of premium

transportation expense. Develop and presented work area quality performance to plant leadership and GM NAO

executive directors.

• Constructed detailed standard operating procedures for over 130 job functions from initial workstation design to

operator time study analysis.

• Developed, and administered CMMS-Maximo key performance indicator (KPI) trends for production departments.

• Implemented pro-active preventive maintenance that improved equipment reliability and reduction of lost production

time.

• Supervised material flow, material storage of raw material, in-process and finished material ready for shipment

to GM Dealership Supply Chain via Schneider Logistics.

WAREHOUSE PROCESS ENGINEER • General Motors - Customer Care & Aftersales, Grand Blanc, MI 2006 –2009

Developed new facility layout, operations, and relocation of current operations to maintain a continuous material flow. Provided

data analysis to achieve and maintain various quality, safety and ergonomics management systems for reporting and

documentation purposes. Successful programs were sustained by Global Manufacturing Systems - GMS and implemented as

best practices throughout GM - NAO facilities. Knowledgeable of In-Bound, Out-Bound, Inventory Control and Material

Return process. Executed SOPs which were later converter to current CCA SOS/JES.

• Performed engineering duties to assist interpreting and administering policy & procedures.

• Continuous improvement assignments involved supervision of employees utilizing statistical methods, data from voice

of customer and voice of process.

• Project management of initiatives achieved production schedules and product requirements by applying lean

manufacturing with the emphasis on variation reduction.

• Established operational benchmark of current conditions, department capabilities and established goal for total

department optimization.

PRODUCTION SUPERVISOR • General Motor - Small Car Division, Spring Hill, TN 1997 – 2006

Provided technical build support to the production and maintenance organizations, communicated between three rotating shifts

and departments to implement best practices. Resolved build/quality issues and sustain consistent performance to SPQRCLE

objectives and business unit BDP.

• Managed effective process control for major General Assembly systems, process and tools (i.e. GE Fanuc Glass

Systems, A/C Charge, Radiator, Transmission Fill, and HPM Injection Molding).

• Maintained proper equipment/tool performance through scheduled preventive maintenance. Identified error proofing

solutions to address repeat GCA (Global Customer Audit) defects and warranty claims.

• Assumed full responsibility for daily department/area activities: set team priorities, organized build procedures and

created plans for work flow and delegation.

• Accountable for plans and administers build programs of special projects after thorough assessment of department

needs; coordinates department’s team leaders and staff resources to accomplish goals.

EDUCATION / CERTIFICATIONS / TRAINING

Indiana Wesleyan University, Marion, IN Masters of Business Administration - 8/14

Purdue University, West Lafayette, IN B.S. Industrial Engineering - 12/96

Purdue University, West Lafayette, IN A.A.S. Organizational Leadership & Supervision - 12/95

General Motors University, Detroit, MI Six Sigma - Green Belt & Red - X Champion - 7/11

IBM - Business Solutions, Los Angeles, CA CMMS - Maximo7.5 Consulting Certification - 4/12

Midwest Energy Efficiency Alliance, Chicago, IL Building Operator Certification Level I - 9/12

Professional reference upon request

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