Customer Service Manager
Resume:
Mark Gilhuly
Chicago, IL. ***34
************@*****.***
Operations Management Business Development Project Management Quality Control
Professional Strengths
Thrive in high stress, complicated situations and tactical projects that require mobilizing and motivation of staffing. Game changer that develops procedures and implements recovery strategies.
Business Plan Strategist that meets new or fluctuating demands.
Execute lean manufacturing operations and control of direct and indirect employees at multiple locations.
Cost Reduction and Avoidance Development with full implementation.
Supply Chain Management coordination between manufacturing, sales and the end customer.
Development of Quality Control Standards, Training and Safety Procedures including ISO and OSHA.
Facilities Management including Hazardous Materials, Security and Capital Appropriations.
Objective
Leverage my diverse background into a position with direct ownership of P&L.
Work Experience
PAS Technologies (www.pas.com) is a premier Original Equipment Manufacturer (OEM) and Maintenance, Repair, and Overhaul (MRO) application and component provider.
Transition Director 9/12 – Present Kansas City, MO.
Global business analysis and financial review to determine feasibility of maintaining operations in Kansas City.
Restructure business unit in KC with outsourcing, transitioning product lines and increased operational efficiencies.
Downsize operations through lean manufacturing & 6S that resulted in a reduction of 46% of square footage.
Negotiated multiple short term lease extension at same base rate while eliminating two of three facilities.
Coached and mentored all levels of management to meet private equity ownership goals to remain operational.
Managed Facilities, EH&S and Materials as a cover for overall scope of work.
Focus team efforts on increasing EBITDA and challenged all levels of management.
Managed Facilities group with sense of urgency that helped significantly increase OTD and decrease TAT.
Zero lost time injuries in 2013 and to date in 2014.
iD Commerce + Logistics (www.idcomlog.com) a leading provider of commerce and fulfillment solutions to the multi-channel retail industry.
Director of Operations 8/07 – 9/12 Wood Dale, IL
Restructured and streamlined Project Management, Client Services, IT and Operations.
Implemented metrics to ensure consistency across all departments.
Analyzed financials to lead a turnaround from breakeven 2006 to just under 25% profit margins in 2012.
Local HR facilitator who conducted on line searches to source temporary, permanent and intern staff as well as manage a virtual bench. Verify the quality of personnel through Wonderlic, Predictive Index testing and Top Grading Principles.
Overhauled the IT Department for new hires, new guidelines and procedures, then implemented two major companywide software initiatives.
Negotiated a 25% reduction in lease cost with 3-year term, two 3-year options, tenant favorable terms and 75k in
tenant improvements.
Utilized various manufacturing techniques to redesign the production area for our major account and reduce labor by forty percent without using capital investments.
Created training manuals and instructional guidelines for all departments.
Obtained FDA certification and General Mills Pest Control approval.
Seamlessly transitioned new clients including U.S. Marines, U.S. Navy, General Mills, Holsted Jewelers and Nightingale Conant.
Directed hand assembly jobs for Leo Burnett, world leader in Marketing, with 3 shifts and an excess of five hundred temporary employees.
Utilized Six Sigma principles and Best Practices resulting in an improvement in outgoing quality by 22%.
Capital Financial Bancorp, Inc. (www.capitalfinancial.net) has been in business since 1996. Capital was bestowed the honor of the Mortgage Broker of the Year in 2007 by the Illinois Association of Mortgage Brokers.
Director of Operations, Secondary Markets 2/05 – 6/07 Schaumburg, IL
Achieved state approval for bank licensing in record time.
Opened a 3 million dollar warehouse line and obtained correspondent approval from four end investors.
Hands-on daily operations including quoting rates, approving loans, underwriting, creating documents and funding loans; all while bringing together the forces of 5 different supporting companies and all their personnel.
Radio Frequency Systems, (www.rfsworld.com) a division of Alcatel-Lucent, manufactures a comprehensive range of transmission lines, antenna systems and RF distribution components for wireless communications.
Americas Logistics Manager 10/03 – 12/04 Illinois & Connecticut
Managed and oversaw three direct RFS Logistics/Order Fulfillment locations totaling 160,000 square feet and $140 million is sales while aligning supply chain requirements with business strategies.
Ensured the productivity of 42 direct employees across 3 different departments, 2 states and 3 physical locations.
Crafted a set of new domestic and international transportation cost reduction programs that saved the company 10% immediately with a projected annual savings of $600,000.
Established routing guides to properly handle inbound and outbound freight to guarantee reoccurring savings.
Orchestrated the collaboration of several departments to formulate a company cost reduction and avoidance program that involved repackaging designs, reviewing customer contracts and the revamping of vendors’ guidelines.
Director of Project Management 1/01 – 10/03 RFS Americas
Executed cost reduction program of $5.6 million annually based on the need to restructure the organization in an adverse business climate.
Evaluated fixed facilities and operating costs to propose a plan that improved logistics with a modern service center, reduced manufacturing facilities from 8 to 3, and removed the focus on price erosion by reducing fixed operating costs.
Leveraged expertise in all aspects of RFS operations to design and coordinate a new build-to-suit 187,000 sq. ft. manufacturing/logistics facility while utilizing process flow analysis and lean manufacturing techniques.
Facilitator of communications between the owner, the owner’s construction firm, RFS’s construction consultant and corporate and local management.
Extensive experience working with city and state agencies on programs that fostered RFS’s expansion.
Achieved all the restructuring objectives on-time and on-budget while implementing RFS’s Industrialization Plan.
Spearheaded parallel projects involving global manufacturing and outsourcing opportunities with Europe, China and South America to maximize profit margins.
Led the U.S. team to determine the most cost effective country to manufacture components and the worldwide coordination of material for final production of components across all product lines.
Manager, Customer Service Center Eastern Region/Headquarters 7/99 – 1/01 Meriden, CT
Turned around the inefficient Logistics Department to exceed RFS’s needs while reducing errors by 40%.
Executed sweeping changes while successfully managing a 35% spike in business without hiring additional manpower.
Piloted the evaluation process of 5 potential distribution centers (including Anixter) in Mexico City to select the best available option to accommodate the market’s need for in-country distribution.
Midwest Customer Service Center Manager 1/97 – 7/99 Elmhurst, IL
Managed manufacturing and distribution center operations for the Central United States including contract negotiations, quality control, sub-assemblies, ISO certification, electrical testing and cost reduction programs.
Established new standards for order fulfillment, inventory control, lead times, inventory turns and revenue per employee.
Facilities and Safety Manager 2/95 – 1/97 North Haven, CT
Facilities and Maintenance Supervisor 2/93 – 2/95 North Haven, CT
Industrial Engineer 9/87 – 2/93 North Haven, CT
Education Central Connecticut State University New Britain, CT
BS – Industrial Technology, Manufacturing - 1987
Greater New Haven State Technical College North Haven, CT
AS – Manufacturing Engineering – 1985 Dean’s List Student
Certified ISO 9001 & 14001 Auditor
Recent Reads Peak: How Great Companies Get Their Mojo from Maslow
Good to Great
Tribal Leadership
Oz Principles: Getting Results Through Individual and Organizational Accountability
Top Grading: How Learning Companies Win by Hiring, Coaching and Keeping the Best People
The 7 Habits of Highly Effective People
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