Customer Service Manager
Resume:
Max Galladé
* ***** **, ********, ** ***** H: 410-***-**** C: 443-***-**** ********@*******.***
www.linkedin.com/in/maxgallade/
SUMMARY OF QUALIFICATIONS
Highly motivated and accomplished operations/production management professional, with extensive
e xperience in establishing and managing a successful global manufacturing and distribution operations. Adept
in improving processes, streamlining operations and increasing revenue . Fluent in translating, reading writing
and speaking German .
Proficient with MS Office applications (Outlook, Word, Excel, PowerPoint, Access, Visio), MS Great Plains
Dynamics MRP, Semiramis MRP (standard international software), E-commerce applications and E-store
management.
AREAS OF EXPERTISE
Operations Management Global Strategic Sourcing Policy Development
Project Management Global Supply Chain & Logistics Process Improvements
Quality Management/Engineering Consultative Technical Sales Customer Service
ACCOMPLISHMENTS
Executed setup and management of operations for leading German chain hoist and overhead crane
manufacturer’s relocation to the United States
Pioneered, planned and coordinated $.5million cost saving corporate initiatives such as shifting the
manufacturing of key products from Germany to the US
Spearheaded the development, implementation and maintenance of quality management system for
entire organization which led to ISO 9001:2008 accreditation
Established global manufacturing and vendor sourcing network reducing key components
production costs of goods by 20% annually
PROFESSIONAL EXPERIENCE
Operations Management
• Established and managed assembly and distribution operations for a global material handling equipment
manufacturer which resulted in revenue increases for entire position tenure
• Developed, managed and consistently met and exceeded operational objectives, goals, budget and staffing
needs
• Negotiated and managed all global logistics; land/sea/air shipping needs which resulted in a substantial
10% decrease in shipping costs and 15% decrease in shipping times
• Strictly adhered to OSHA compliance and property management regulations with resulted in a safety
record of no (0) accidents for more than a decade of operation
Quality Management
• As Lead Quality Manager/Auditor developed, designed, validated, auditing and implementation of
organizations quality management system which led to DNV ISO 9001:2008 accreditation
• Consistently monitored, managed/resolved all non-conformance issues such as, production quality issues, faulty
products, customer complaints and product recalls resulting in increased customer satisfaction/ retention rate
numbers by 20% annually and an increase in referrals
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Max Galladé 443-***-**** ********@*******.***
•Spearheaded continuous improvement efforts as global continuous improvement team leader, interfaced with
design and sales engineers, production and logistics team which led to an overall decrease of customer
complaints and recalls by 50%
PROFESSIONAL EXPERIENCE (continued)
Project Management
• As Lead Global Project Manager oversaw large key account projects of $100K2million consistently met
deadlines with an impressive 98% on time and on budget completion record
• Excelled in collaborating with distributors, end users and third party agencies and consistently met quality,
design and budget project expectations which resulted in 20% improvement of overall customer
satisfaction rates and business growth
• Managed complex, multiphase high profile projects including addressing design constraints and
complicated global logistics to overcome project challenges which resulted in impressive on time
completion rates of 98%
• Pioneered, planned and executed move of cost saving key component production project from Germany to
the US which led to annual savings of $.5 million
• Marketed features and benefits of organization’s products and/or services which led to a 10% increase in
customer satisfaction and retention rates
Global Sourcing Management
• Led global supply chain and inventory departments with an annual purchasing volume of $25 million
with impressive in stock/on time fulfillment record of 89%
• Established, evaluated, maintained a nd periodically a udited g lobal key v endor p artnerships which
r educed product quality complaints and error rates by 90%
• Developed, negotiated and established strategic “pull and pay when needed” cost and time saving
c onsignment a ccounts w ith global k ey v endors which resulted in a decrease in inventory volume by
2 5%
• Coordinated, planned and improved global logistics and purchasing efforts for subsidiaries on 4
c ontinents which shortened lead times and significant savings in organization’s global inventory levels
Customer Service Management & Consultative Sales
• Competent, well known technical sales professional of overhead lifting equipment with annual sales of
$25 million
• Experienced with problem solving and troubleshooting including root cause analysis which resulted in
90% drop in complaints and a recall rate drop of 100%
• Identified and provided quarterly training needs for 5 sales staff, 4 technical service staff and 3 customer
service employees which led to improved overall customer satisfaction rates
• Developed proposals and closed contracts for complex $100k to $1million machinery and material
handling projects
EMPLOYMENT HISTORY
RELATED EMPLOYMENT HISTORY
Global Sourcing/Quality Manager f rom P roject/Quality Manager from Q uality/Project Manager from
O perations/Service Manager, J.D.Neuhaus L.P. f rom J .D Neuhaus Corp., Sparks f rom Gwynn Oak, MD, 1989-
2013
ADDITIONAL EMPLOYMENT HISTORY
Business Owner/Operator, MG Stores (online), Timonium, MD, 2013-present
EDUCATION & PROFESSIONAL DEVELOPMENT
IRCA/RABQSA ISO9001:2008 Certified QMS Lead Auditor, December 2007
Bachelor, M echanical Engineering, Fachoberschule, W itten, Germany, June 1984
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Industrial Mechanic Vocational Diploma, B erufsschule, E nnepetal, Germany through Mannesman Demag AG,
Wetter, Germany, June 1980
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