Customer Service Management

Dear Hiring Manager:

I am writing in response to your posted ad regarding opportunities with your organization.

I offer extensive broad-based experience in all aspects of Operations and Operations Management for delivery of products and services comprised by Materials, Quality, Inventory/Supply Chain Management, Distribution/Logistics, Purchasing, Process Management, Plant Maintenance, Production, Manufacturing, Lean/Flow Manufacturing, Customer Service, Profit and Loss, Budget Development and Analysis, Cost/Performance Measurement, Strategic and Tactical Planning and Implementation. Further experience in the areas of Team Development/Leadership/Management, Program/Project Management, Consulting, Re-Engineering, and Training Development and Management. I also hold certifications as an ISO 9001:2000 Lead Auditor, and Examiner - Malcolm Baldrige National Quality Award.

I quickly establish rapport and utilize a “lead by example” management style, inspiring peers and staff toward higher levels of recognized performance.

I am anxious to offer my knowledge, skills, and results to an organization that is working to meet today’s economic challenges. I am seeking a long-term relationship with an employer who can offer growth and challenge.

Thank you for your consideration. I look forward to hearing from you in the near future.

Sincerely,

Timothy R. DiMascio

Denver, CO 80205

720-***-**** - Mobile

**********@***.***

OBJECTIVE

Experienced Senior Manager seeks operations and/or quality control position with a progressive, forward-looking company. Offers 10 years of management experience coupled with 15 years of hands-on engineering and business experience with a MBA in Total Quality Management from Marquette University. Values the importance of fostering a positive work environment and its impact on employee performance. Extensive exceptional problem solving, analytical, tactical and strategic skills will help your company grow. As a loyal member of your management team, will strive to bring the flexibility and independence necessary to increase the company’s bottom line and overall market share.

CAREER SUMMARY

Consultant – TRD Consulting, 1999-present

Serve as consultant, retained across industries to evaluate past, current, and future business viability. Charged with driving improvements, increasing profitability, managing & supervising staff productivity and creating best practices. Specific responsibilities include strategic development & profit planning, implementation of quality, productivity & service programs, institution of evaluations & incentive plans. Managed human resources function. Produced trainings, personnel evaluations & compensation reviews. Evaluated and created profit & expense controls from the top of the company down to departmental with purchase & inventory controls. Accountable for management control accounting, office procedures, production planning. Implementation of Flow/Lean Manufacturing, Supply Chain Management & Logistics, Warehousing Methods & Control, Product & Distribution Analysis, Comprehensive Marketing/Selling System, and Quality Management Systems. All with the means to communicate, test, and analyze performance metrics throughout the organization.

As a result of these efforts, yielded multiple profitable organizations that are driven by facts, whose management and personnel know their respective jobs expectations, authority and accountability. They are now structured to communicate in common business terms thus leading to increased efficiencies & agility. The companies have increased visibility and control over their business process.

- Increased productivity by 20% to 50%

- Working capital savings as high as 50%

- Bottom-line business savings up to $250,000 a year

- Top-line business revenue growth up to $500,000 a year

(Last two savings and growth ($250K & $500K) achieved at company with annual sales of $1.3 million)

- Generated $10,000,000 additional revenue per year through business plan

- Training program with regard to implementation of Quality Management System for entire company

- Implemented savings in excess of $2,000,000 a year to current products Unit Material Cost (UMC) through analysis/identification of more cost effective manufacturing and production opportunities

Additional Areas of Responsibilities:

- Performance commission system for national test labs

- Quality Management Team to identify and resolve quality issues

- Cost tracking methods for direct report departments

- Quality Management System to comply with ISO 9001:2000 standards, increase company’s overall efficiency/performance, reduce inventory/working capital, drive increased customer satisfaction, thereby growing company revenues

- Cost analyses on training and service organizations revealed opportunities for improvement of margin and additional revenue through development and implementation of new service offerings and pricing schemes

- New processes to improve work flow, decrease inventory (approximately $950,000 in discrepant material) and increase responsiveness to customers

- Stronger supplier relationships that improved communication and decreases in defective components

- Management training committee utilizing TQM tools

- Published monthly quality reports in accordance with FDA CFR 821 guidelines that provided direction for root cause/corrective and preventative action and design activities, resulting in reduced manufacturing and warranty costs, and increased customer satisfaction

Senior Quality/Operations Specialist

Qwest Communications, March 2004 to December 2005

Accountable to drive improvements to the customer call experience and consistency across all centers handling consumer customer calls by coaching my direct reports in developing their abilities, thus improving service. Observe, measure, track, and analyze trends and performance gaps of customer experience and compliance, to gain constant feedback on direction of efforts, and pinpoint areas in need of greater effort.

Manufacturing Project/Lead Engineer

GE Medical Systems, Network Products and Services Division, 1995 to 1998

Performed strategic and tactical planning for various components comprising a Magnetic Resonance Imaging system (approximately $30,000,000 annual inventory), in accordance with ISO 9000, FDA, and Six Sigma standards as they related to: project and team leadership, quality engineering and management, supplier quality management, manufacturing engineering, assembly and test procedure design, implementation and maintenance, facility design and layout, training, cost and cycle time reduction.

Achievements:

- Manufacturing team leader for incorporation of a new gradient subsystem line and test area. Project was completed ahead of schedule and approximately $10,000 under budget. Involved facility design, layout, and movement, production line and test area layout including area for accelerated life testing, sound abatement considerations to meet OSHA standards, creation of production sequence of events, operational method sheets, and test procedures. Coordination of facility movement of adjacent production lines, timed so as not to impact product delivery to customers.

- Member of several six sigma project teams that effectively increased quality, reduced cost and cycle time while increasing customer satisfaction.

Manufacturing Engineer

Eastman Kodak Company, Health Sciences Division, Electronic Imaging Systems, 1991 to 1995

Responsible for the management of video, digital, and digital-video interfaces (approximately $20,000,000 annual inventory). Strategic and tactical planning in accordance with ISO 9000 and FDA standards as it relates to: project and team leadership, new product planning, product structure, purchase specifications, quality engineering and management, team of four technicians, supplier selection and certification, supplier quality management, customer service, budget planning and tracking, cost engineering, scheduling, purchasing, marketing, manufacturing engineering, training, cost and cycle time reduction, re-engineering project leadership, domestic and international negotiation.

Achievements:

- Reduced production failures 75% by re-designing repair system for digital and video interface boards. Established and managed an in-house inspector to analyze chronic defects, track production and field returns, and generate feedback to suppliers, design, quality assurance, and manufacturing for corrective action.

- Saved $1,500,000 in tooling, and improved production cycle time 95%: implemented a proposal impacting the entire divisional product line by creating and managing a technical analysis team to improve product design, manufacture-ability, and quality on a continuing basis.

- Increased customer satisfaction: designed, implemented, and conducted product-training courses for customer service and field support personnel that improved their product knowledge and trouble-shooting skills.

- Achieved 43% CPVI and 66% CPHF production and field savings: developed new video interface features.

- Successfully negotiated and marketed at domestic and international levels in the introduction of new interface products.

- Designed and Implemented process and procedures for meeting FDA, and ISO 9001/9002, resulting in compliance to standards, reduced manufacturing costs, and increased customer satisfaction.

- Reduced update costs 95% saving $750,000 per update: identified the need for faster alternatives to existing hardware/software updates without compromising product integrity and identified and implemented specific performance parameters for video modalities. Proposed a cross-section testing method, and conducted QA tests across 13 modalities instead of 250+.

- Reduced field failure repair cycle time 83%, resulting in lower inventory and faster analysis of latent failures thereby improving current and new product design.

EDUCATION & CERTIFICATIONS

Master of Business Administration - Marquette University – concentration: Total Quality Management – Courses taken within this concentration: Total Quality Management, Operations Management, and International Operations Management.

Bachelor of Technology Electrical Engineering – SUNY Buffalo State College – Dean’s List, Magna Cum Laude; Association of Old Crows scholarship recipient.

ISO 9001:2000 Lead Auditor

Examiner, Malcolm Baldrige National Quality Award

PMP Trained - Eastman Kodak Company 1991

PROFESSIONAL DEVELOPMENT

Various “Team Building and Facilitating” workshops, Public Speaking on a variety of subjects including: Total Quality Management, Flow Manufacturing, Problem Solving Techniques, Implementation of “phases and gates” for new product development, Six Sigma, Statistical Process Control, Re-Engineering, Kaizen, MRPII, Just-In-Time, Selective Interviewing, Time Management.

PROFESSIONAL AFFILIATIONS

Chairperson - American Society for Quality (Denver Section)

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