Manager Customer Service

JOHN E. LINK

*** **** ******** *****, ***********, IL 60030

847-***-**** *****@*******.***

PROFESSIONAL EXPERIENCE AND SELECTED ACCOMPLISHMENTS

tekservePOS, Hoffman Estates IL 2007 to 2009

$30 million provider of point of sale hardware, software and maintenance solutions for retail, hospitality, convenience and grocery industries.

Operations Manager : Responsible for Operations, Logistics, Project Management and Customer Care departments. Staff of 120; five direct.

Developed work force standards and a performance tracking system that improved repair productivity 46% while saving $280,000 in annual salary expense.

Led consolidation of two facilities reducing fixed overhead annual expense $500,000.

Reduced annual shipping expense $310,000 by renegotiating carrier contracts.

CARDINAL HEALTH, Dublin, OH 2004 to 2007

$90 billion global manufacturer and distributor of pharmaceutical products and services.

Engineering and Maintenance Manager, Woodstock, IL

Responsible for maintenance and repair of high-speed pharmaceutical packaging and filling machines, Multi-shift staff of 19; five direct.

Reduced line changeover times, saving $180,000 annually in labor while increasing available production capacity by 600 hours.

Led Kaizen event resulting in a savings of $46,000 in annual labor expenses and $140,000 in annual printing expenses.

CONSULTANT, Hainesville, IL 2004

Contract position working on initiating continuous improvement initiatives for Thatcher Tubes.

SYMBOL TECHNOLOGIES INC., Holtsville, NY 2001 to 2003

$1.5 billion global manufacturer of bar code readers and secure mobile information systems utilizing hand-held computers and wireless networks.

Service Center Manager, Arlington Heights, IL

Managed the National Service Center. Staff of 74; six direct.

Decreased order processing time 22% by developing and implementing lean manufacturing process improvement techniques.

Developed work cells which increased repair productivity 30%, allowing for 9,000 additional repairs annually while saving $108,000 in annual salary expense.

Established first international work cells, and trained personnel resulting in a 25% productivity increase in England and 40% increase in Mexico.

WILLIAMS ELECTRONIC GAMES, Waukegan, IL 1998 to 2000

$175 million manufacturer of pinball and video arcade games.

Manufacturing Manager: Managed parts assembly area and component repair lab for the Parts and Services Group. Staff of 24 union and six non-union employees.

Reduced repair turnaround time from 23 to 4 days, improved productivity to 94%, and accommodated an additional $930,000 in annual revenue with no additional headcount.

Created 18 repair resource books for first time, allowing repair technicians to multitask.

MOTOROLA, Schaumburg, IL 1993 to 1998

$36 billion leader in the design and manufacture of high tech communication products for industrial, commercial and consumer markets.

Line Manager, Libertyville, IL

Responsible for quality, productivity, and training for a high-speed cell phone assembly line using Six Sigma and lean principles. Staff of 45 operators and technicians.

Introduced process improvements and provided training, increasing productivity to 93%, exceeding customary performance standards.

Lowered work-in-process defects 11% by reallocating staff and changing the work process while saving $48,000 in annual labor expense.

FUTABA CORPORATION OF AMERICA, Schaumburg, IL 1990 to 1993

$3.5 billion world leader in the manufacturing of flat panel vacuum fluorescent displays (VFD), VFD modules, field emission displays (FED), and industrial and hobby radio control systems.

Production Supervisor: Responsible for manufacturing circuit boards to drive VFD’s including scheduling, training, quality and setting up the production area in the first US production facility. Staff of 23

Researched and developed a production plan for a new product which added $1.4 million in annual revenue.

Developed new work flow process doubling the hourly output of the instrument cluster assembly line.

Merrill Lynch, Crystal Lake Il 2014 to present

Merrill Lynch is a full service brokerage company wholly owned by Bank of America.

Financial Advisor: Work with clients to identify their needs and provide financial solutions based on these needs,

Edward Jones, Lake Barrington Il 2012 to 2014

Edward Jones Investments is an investment company headquartered in St/ Louis Mo.

Financial Advisor: Work with clients to identify their needs and provide financial solutions based on these needs. I managed the Lake Barrington Illinois office.

Servpro of Fox Lake / Round Lake Beach Il 2011 to 2014

Servpro of Fox Lake / Round Lake Beach is a franchise business in the fire water and mold mitigation industry with over 1600 locations in the US and Canada.

President: Responsible for the daily operations of the business, building relationships through networking and leading the marketing team.

Hertz Corporation, Chicago IL 2009 to 2011

Subsidiary of Hertz Global Holdings, Inc., is the world's largest general use car rental brand.

Location Manager: Responsible for the day to day operations of the O’Hare Airport Hertz location consisting or 18 Customer service representative, 75 service technicians and three level one managers.

Leading the change management/sustainment team to sustain the recent continuous improvement changes.

Lead 8D meeting and Kaizen events to find more ways to improve efficiencies and reduce costs.

EDUCATION

MBA, Lake Forest Graduate School of Management, Lake Forest IL 2002

BA, Business Administration, McKendree College, Lebanon, IL, 1989

AAS, Electronic Systems, Community College of the Air Force, Maxwell AFB AL 1985

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