Customer Service Manager
Resume:
Rene L. Torres
Oklahoma City, OK. 73170
PRODUCTION MANAGER
PROFILE: Goal-driven Production Manager with broad experience in fast-paced, high-tech, production
environments requiring expertise in; production scheduling and process, quality management, asset
management, program management, team building, training, cost control, financial management,
troubleshooting and safety. Effectively utilize resources, improving processes, increasing quality and
reducing costs. More than 20 years successful experience managing Customer Service Support
accounts for military, civilian, and private sectors; posses an exceptional ability to implement pro-active
procedures preventing potential issues and for resolving problems when they occur.
KEY SKILLS: Accounts Management, Contracts Negotiation, Quality Assurance Audits, Project/Program
Management, Customer Service Training, Supervision, and Computer Proficiency in various Software
applications: adhering to government policies and regulations, Communication, Analytical Skills,
Technical Skills, Leadership, Performance Management, Cooperation, Teamwork, and Resource
Stewardship, Data analysis.
Professional Highlights
Successfully interfaced with various vendors in negotiating and acquiring cost-effective government contracts
Increased customer retention by 41%, from 54% to 95%
Reactivated 6 key accounts; utilized persuasive sales techniques and mediation skills, increasing revenues by 60%
Created customer satisfaction survey, drastically reducing potential problems
Revitalized fading printing and copier account program for an Air Force installation
Proactive planning led to notable increase in morale in all departments
Implemented Air Force Technical Order project (TODPG)
Continued success managing the ACE-IT project
Resurrected four facilities from yearly negative gains to a consistent positive gains
Re-established one location from closure, improving consistent positive gains
Developed Production Manager Tool (PM Tool) used for providing production trend report, equipment inventory, and
machine service calls.
Reduced production cost in the DLA Documents Services Oklahoma City Office Group by right sizing a mandatory
equipment refresh at a cost of 1.2 million, was previously 3.3 million. All equipment cost were covered in the same
reporting month.
Established Records Management Program for DLA Document Services Office Group.
EMPLOYMENT:
2010 – Present Document Automation & Production Service - Tinker Air Force Base, OK
GS-13 Production Manager
2008 - 2010 Supervisor: Daral Valtinson – 405-***-****
GS-12 Provide production support and management to twenty six print production facilities across five states.
Support requires critical thinking and production knowledge that assist facilities in providing quality and
timely products to each customer, across all office group locations, internal and external.
Under my supervision there are five supervisors and their subordinates across five states. My
responsibility is to assist and support each supervisor and their subordinate facilities.
Ensures that the organization's strategic plan, mission, vision and values are communicated to the
team and integrated into the team's strategies, goals, objectives, work plans and products and
services.
I have establish program project plans and process across the office group based on policy in
support of and with the implementation of TODPG, ACE-IT, DOL, PM Tool, DSO, and GPO
procurement procedures for identifying and keeping work in-house. These programs involved much
teamwork with various armed forces personnel, both civilian and military, DAPS Headquarters staff,
including the Headquarters Information Technology Department. These programs required
innovation and initiative in understanding all process of each program and incorporating customer
requirements into the office group process. This sometimes required the purchase of equipment
while disposing of other older equipment in an effort to become more in line with today’s
technologies. This required critical thinking, communication, resource management, technical
proficiency, customer focus, and cooperation and teamwork.
Review maintenance contracts and GPO contracts with vendors as issues arise to ensure vendors
adhere to agreement and are performing adequately based on contract.
On a daily basis and across all twenty six facilities customer service is performed internally and
externally. The DAPS customer information center receives customer inquiries and concerns then
relays them to the appropriate office group Director. The Director then forwards to the appropriated
facility with a copy to me, the Production Manager, who then follows up on the issue with the
Supervisor to ensure all aspects of customer satisfaction addressed. This process includes internal
and external customers. Other examples of customer service are performed as customer walk ups,
internally and externally.
Established a quality assessment program for the production facilities to ensure and maintain
production efficiencies.
As the Production Program Manager my responsibility and accountability are to provide a Program
Budget Review for the Office Group Director on the projected performance of the office group. This
review address both workload/revenue and expenses, along with this type of Financial
Management, I am responsible for the professional planning, implementing and carrying out all
assignments, such as managing production operations, implementing policies, and cutting
production cost by evaluating equipment against emerging technologies. Also responsible for
establishing contracts to its full extent by using effective oral and writing communication by develop
statement of work, and conducting market research including open dialog with various vendors. All
production financial reports are reviewed for accuracy on a monthly basis.
As the Production Manager for the Oklahoma City office Group I am also responsible for the
financial control of all equipment assets and the logistics of them, including facilities responsibilities
and the financial obligations for these facilities.
Leadership skills are utilized by providing mentoring and evaluation to subordinate employees at all
levels to help improve processes and efficiency and monitor effectiveness. I also utilize coaching
techniques, and counseling techniques with oral and written communication.
I am responsible for establishing production process that promotes efficiency and excellent resource
stewardship. This is maintained by conducting data calls and keeping daily production units as well
as spending logs to help balance revenue and expenses. Various reports are access to keep track
of unbilled print request and equipment maintenance expenses along with unreported labor
expenses. All these aspects attribute to resource stewardship and production process.
As a manager I am responsible for ensuring that every employee knows and understands the
Organization Mission and Goals for each fiscal year, as well as providing each employee and
explanation of the Goals and strategic focus for our parent organization DLA. Document Services is
responsible for digital automation, printing and documents conversion and is an asset in the DoD’s
plan for a paperless environment. Document Services is the preferred provider for the Department
of Defense and the Federal Executive Branch Agencies for document conversion, output,
distribution, retrieval of digital and hard copy automation.
As a manager I have reduced our records storage space by requiring electronic documents instead
of hard copy documents, where policy allowed, giving the facility additional space to utilize for
production requirements. This was a long term goal of mine which I was able to accomplish.
As a production manager for the Oklahoma City Office group I have the responsibility to establish a
records management program which included drafting appointment letters, Office Group Policy
letter, conducting staff meetings, assigning records components to records coordinators and
physically creating/organizing cabinets according to the Agency records management plan and
establishing an electronic file plan.
2003 – 2008 Document Automation & Production Service - Tinker Air Force Base, OK
GS-09 Production Supervisor/Production Manager
GS-11 Supervisor: Daral Valtinson – 405-***-****
Oversee and provide supervisory and leadership support for 6-10 production facilities across three states
and over twenty subordinates including one supervisor.
Administer performance appraisals along with advice and assistance to lower graded personnel on
site and to remote locations.
Provide day-to-day coordination through subordinate supervisors and leaders via oral and written
communication.
Responsible for the efficient, on time, and low cost pricing provision of document automation.
Assist in determining needs and recommend changes and upgrades in equipment and various
printing procedures.
Assigns work with time frames for completion; coaches the team in selection of appropriate problem
solving methods and techniques and provides instructions and explanation of assignments and job
techniques; checks progress of work; reviews, accepts, modifies or rejects work of team members.
Identify, distribute and balance workload and tasks among employees IAW established work flow
and skill level; make adjustments to accomplish the workload IAW established priorities to ensure
timely accomplishment of assigned team tasks.
Conduct open employee meetings that allow for discussion of monthly production status reports
according to the DWAS Subsidiary reports. This allows for the empowerment of the employee and
facilitates a productive workplace improving performance. Advice and direction are communicated to
the employee’s on process that will improve efficiency and revenue.
While acting as the second level production supervisor of the Ft. Sam Houston facilities, teamwork
and cooperation with four supervisors, three procurement clerks, the office group production
Manager, and the DAPS OKC OG Deputy Director, was demonstrated in the coordination of
developing a GPO approval form and process for procuring services through DAPS.
Program manager for the electronic page printing service I develop briefings and present briefings
for quarterly root cause analysis, team meetings.
Direct and distribute workload across seven facilities (DAPS Tinker AFB, DAPS McAlester, DAPS
Kirtland, DAPS Cannon, DAPS Holloman, DAPS Ft. Bliss and DAPS Laughlin) utilizing resources
stewardship by distributing workload across the office group using the DAPS Online system.
Marketing, account acquisition, customer service, customer satisfaction and supervisory work
encompass 75% of my position.
Customer relations advocate for DAPS customers serving as the voice of the customer in
professionally recommending customers current and future needs in oral and written
communication.
Analyze programs and evaluate customer business processes in an effort to support their document
automation needs.
Conduct business case analyzes for various projects.
Designs, plans and implements an effective risk management program to ensure that all threats to
the successful delivery of the product are addressed and mitigated in the customers best interests.
Responsible for giving cost estimates to customers, on a daily basis. Reviews contracts and
technical data packages to identify the specification requirements which the facility production
processes must meet.
Serve as acting Production Manager on several occasions providing leadership and supervision 26
facilities and 4 subordinate supervisors allowing demonstration of responsibility and accountability
skills.
Innovation and initiative is demonstrated in the EPPS file conversion and FTP project. Utilizing
resource stewardship, file conversion process for EPPS were implemented, giving the customer ROI
in the form of better productivity, and efficiency and better customer service.
Member of OC-ALC Black Belt Team to review process for producing Technical Manuals for the US
Air Force and Foreign Governments.
Implemented digital automation process and kept to the DLA Strategic Focus using EDM solutions.
Maintain several projects that demonstrate responsibility & accountability. The projects include
JCALS and JCALS label conversion to a .csv, Technical Order Distribute and Print Gateway
(TODPG), Army Corp. of Engineer printing system (ACE-IT), Electronic Page Printing System
(EPPS) and the file conversion process for transferring EPPS files via FTP in PDF format.
1998 – 2003 Document Automation & Production Service - Vandenberg AFB, CA
GS-06 Customer Account Manager
GS-07 Supervisor: Mark Shadinger – 805-***-****
Oversee and provide all copier and print projects for 180 military accounts, as well as private and contractor
accounts; interface with 9 sales professionals covering California
Manage all operational, logistical, and support projects required for day-to-day production operations
Support sales reps in opening new accounts and upgrading existing service
Quickly and effectively solve customer challenges
Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service
Successfully negotiated copier contract at Lompoc Federal Prison.
Ensured economical and logical use of manpower, material and funds to achieve optimum results;
reviewed job requirements, and equipment inventory to determine required adjustments, propose
recommendations and implement appropriate changes
Document Automation & Production Service - Port Hueneme, CA
1995 – 1998 Automated Publishing Technician
GS-04 Supervisor: Mark Shadinger – 805-***-****
GS-05 Worked with top-notch production staff in conversion of military manuals drawings etc. Lead Technician
GS-06 responsible for coordination with customers concerning changes in text, charts, tables, graphs, etc.
Responsible for final page layout of publications that contain photographs and line drawings. Assist other
operators on methods and techniques.
Instrumental in implementing digital automation process for conversion techniques and procedures
Received Sustained Superior Performance Award from Defense Logistics Agency
1994 - 1995 Sportmart - Oxnard, CA
Assistant Manager
Responsible for receiving merchandise, maintaining logs of outgoing items. Provide customer assistance on
an as needed basis.
Established time saving techniques for loading and unloading merchandise shipments, saving man hours
and increasing revenue by expediting the movement of merchandise to the sales floor
1994 - 1994 Technicolor Optical Media Servicies - Camarillo, CA
Molder
Operated and maintained equipment and machinery that fabricated compact discs.
Performed quality inspections on compact disks as produced.
Troubleshooting equipment malfunctions and equipment tolerances is required in an effort to produce
quality graphics and compact disk sound.
1988 - 1994 United States Navy - Various Stations
Aviation Machinist Mate
Performed, maintained, tested and serviced aircraft, aircraft engines, fuel systems, engine generators, and
other components while on ship and shore. Emergency Reclamation team member. Responsible for
personnel training records. Personal Reliability Team Member (PRP), Troubleshooter for A-6E, FA-18, and
F-14 aircraft, J-52, F100 engines and other non-engine related components. Conducted engine and related
systems inspections. Gulf War Veteran.
1986 Kelly Air Force Base - San Antonio, TX
Apprentice
Repaired, overhauled and tested engine fuel controls systems and fuel spray nozzles. Performed analysis
of fuel control components and troubleshooting component failures. Licenses
Type: NACLC (Secret), Eligible 11-30-2012
CLEARANCES
Associate of Science: Pneudralics, 1987 - San Antonio, TX.
EDUCATION:
Palo Alto Community College
LICENSES: Airframe & Power Plant, issued 10/19/1994
REFERENCES: Supervisor: Mark Shadinger – 805-***-****
Supervisor: Daral Valtinson – 405-***-****
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