Customer Service Manager

GRANT WARD

**** *. ****** ***** *****, Bloomington, IN 47403 812-***-**** 812-***-**** ***********@*****.***

Operations Management

Profile

Successful Operations Manager with proven expertise restructuring and optimizing operations. Established at leading

business and operational initiatives while delivering production demands ahead of schedule and under budget.

Adept at perceiving priorities and formulating action plans that exceed customer expectations while solidifying the

company’s best interest. Navigate and engage communication between all levels and skill sets conveying clear vision,

direction, and hand-on leadership for business objectives.

Areas of Expertise

Production Scheduling and Vendor Selection and Negotiation Staffing and Development

Forecast Planning

Operational Control Shipping and Distribution Logistics Financial Budgeting/Control

Six Sigma Black Belt Materials and Inventory Control Executive Presentation Skills

Recent Accomplishments

Initiated Six Sigma Quality Assurance program within the manufacturing and warehouse operations. Increased

production capacity by 20%, utilizing Six Sigma tools to eliminate waste in production process.

Overhauled Production Planning for 2 shift operations. Reorganized production schedule to increase unit capacity

by 33% while minimizing production line changeovers.

Streamlined supply chain process to cut capital expenses. Reduced capital expenses by 50% through coordination

of raw materials to align with production.

Education

Bachelor of Science in Business Administration, Indiana Wesleyan University

Associate of Applied Science in Design Technology, Ivy Tech State College

Career Progression

Mansfield King, Indianapolis, Indiana 2013-Current

Mansfield King is a contract manufacturer for personal beauty care products, specializing in formulation and filling of

nationally recognized brands.

General Manager of Operations

Executing new business strategies while recreating the infrastructure to ensure best in class manufacturing operations.

Developing and maintaining processes for measuring and managing customer service levels of excellence. Manage P&L

activity, monthly Income Statement and budget requirements.

Accomplishments:

Increased monthly production from 900k to 1.2m units with process improvements.

Utilized Six Sigma tools to decrease direct labor by streamlining manufacturing process by 13% and decreasing

scrap rate by 12%.

Increased fill rate from +/- 10% to +/- 2% of PO for each customer through BOM updates and process

improvements.

Initiated inventory control and weekly cycle counts of all BOM part numbers.

Reconfigured QC process to proactively audit units during production to eliminate OBA before shipment.

Implemented preventative maintenance on all production equipment and the facility.

GRANT WARD

5650 S. Nature Trail Drive, Bloomington, IN 47403 812-***-**** 812-***-**** ***********@*****.***

ModusLink PTS, Bloomington, Indiana 2012-2013

ModusLink is a world leader in aftermarket refurbishments and reverse logistics for electronic components.

Business Manager, Project Management

Built credibility, established rapport, and maintained communication with new clients in the aftermarket business.

Executed an internal business team to identify and maintain alignment of customer scoped requirements. Created

contractual language and facilitated negotiations with clients external to the organization.

Accomplishments:

Managed cross-functional support group by providing leadership, guidance, support and encouragement.

Developed and improved product outsourcing while maintaining contract requirements.

Monitor ed quality results through support of QMS and production, challenging process changes and corrective

actions.

Oversaw P&L for multiple programs and customers.

Maintained contract requirements while insuring profitable measurements are in place, and provide senior

management with account status updates.

UTC Otis Elevator, NSAA Contract Logistics Center, Bloomington, Indiana 1999-2012

Otis Elevator Company is the world’s leading manufacturer, installer and maintainer of elevators, escalators and moving

walkways for more than 15 years.

CLC Operations Manager 2005-2012

Responsible for a staff of four sales managers and twelve project managers within the NSAA (North South American

Area) region, estimating, Bill of Material (BOM) creation, Engineering Design, and project take-offs with customers.

NSAA point of contact for issues ranging from manufacturing and install troubleshooting to answering questions t hat

assisted sales in sealing a deal. Organized and prioritized the project listing that averages around 230 open projects and

$400 million in sales.

Accomplishments:

Managed an international multi-functional team through the development and implementation of a web based cost

estimating and ordering program that eliminated a local user based system to save money.

Improved 2010 results by 57% through Kaizen events that improved material utiliza tion, lowered costs and

streamlined internal processes.

Guided government projects at various U.S. Embassy’s worldwide, after successful negotiations through the

complicated government bidding process.

Established 50% improvement in project cycle times thr ough the use of extensive training, improved processes and

in-depth weekly status meetings.

Succeeded in selling large service contracts after beating customer ’s project timelines and budget demands.

Recent examples include New York Mets Stadium and Las Vegas City Center.

CLC Processor/Designer Supervisor 2000-2005

Responsible for over 100 standard operating procedures used throughout the division, ranging from login instructions to

proper financial reporting. Trained all new employees hired into the CLC (Control Logistics Center) to mirror my

successful internship into the company.

Accomplishments:

Participated in team events that developed a new data integrity department that’s purpose was to oversee fast and

accurate BOM transfers to new suppliers.

Reviewed BOM requirements with vendors that expedited order fulfillment and reduced vendor errors.

Performed full draft review of contracts to ensure that pricing was structured correctly, proper Otis component

packages selected, etc.

Customized elevator components around the customers unique job specifications.

Complet ed the NSAA division switch from Six Sigma to Lean Manufacturing.

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