Customer Service Management

Management Professional

Areas of Emphasis – Process Improvement, Quality Control

Management Professional and former Process Engineer with more than 15 years of experience seeking a new opportunity. Extensive experience supervising employees and leading teams through process improvement activities. Background includes experience working as an Operations Manager in a quick-service restaurant and as a Process Manager/Process Engineer for multiple manufacturing companies. Dedicated leader with excellent communication skills and a proven track record of success identifying and implementing methods to improve the efficiency of business processes and reduce costs. Professional credentials include a Six Sigma Green Belt Certification, Lean Management Professional Certification, and a Bachelor of Science Degree in Business Management.

Areas of Expertise

Employee Management and Training

Certified Six Sigma Green Belt

Inventory Management

Project Coordinator

Lean Management Techniques

Budget Management

Process Improvements

Quality Control

Customer Service

Education & Certifications

UNIVERSITY OF PHOENIX, Phoenix, AZ,

Bachelor of Science Degree in Business Management, 2000

MILWAUKEE AREA TECHNICAL COLLEGE, Milwaukee, WI

Associates Degree in Metals, 2000

AMERICAN SOCIETY FOR QUALITY (ASQ), Certified Six Sigma Green Belt #12456

OPERATIONAL EXCELLENCE TRAINING INSTITUTE FOR ASPIRANT (OTIFAS)

Lean Management Professional Certification #ULM121470

SOUTHWEST TECHNICAL COLLEGE, Supervisory Management Certificate

Experience

KWIK TRIP INCORPORATED, La Crosse, WI March 27, 2015 - Present

Assistant Store Leader

Motivate and inspire team to accomplish objectives independently. Ensure Policies are followed, Perform Bookwork, Order inventory. Maintain Performance Management entries.

COLD STONE CREAMERY, Janesville, WI April 2006 – November 2014

Operations Manager/Owner

Oversaw all aspects of daily operations, including sales, customer service, inventory management, hiring and training, and accounting.

Recruited, hired, and trained a staff of 35 employees.

Reviewed financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and determined areas needing cost reduction and program improvement.

Managed staff, prepared work schedules, and assigned specific duties.

Directed and coordinated the store’s financial and budget activities to fund operations, maximize investments, and increase efficiency.

Established and implemented goals, objectives, and procedures, and ensured overall customer satisfaction.

Used QuickBooks to perform accounting/bookkeeping tasks.

ELECTROTEK CORPORATION, Oak Creek, WI November 2000 – February 2006

Process Engineer

Performed root cause failure analysis of PCB failures and determined process improvement opportunities.

Monitored the work of cross-functional teams and identified and implemented methods to improve the efficiency of business processes.

Supervised employees, provided signoff approval for Quality, and oversaw document change management.

Served as a key member of the Departmental Engineering authority team along with Engineering Management.

Communicated changes to department employees.

Maintained environmental regulation documentation for chemical control and provided signoff approval for the Environmental Department.

Supervised and trained employees how to use equipment, and troubleshot equipment failures when necessary.

Key Accomplishments

Increased throughput for solder mask production by 30% after DOE for Automatic Alignment Equipment converted from Manual Alignment solder mask equipment.

Implemented a modernized laser plotter into production and successfully increased production by 50%.

Reduced the breakage of dry film polymer tents over 0.25-inch holes by 60% after dry film product DOE.

Created a metric for tracking Defects per Million Inches to monitor process improvements, working through cross-functional teams.

Created a Unix script program that automatically scaled, loaded, and extracted text information from a file; successfully eliminated 2 hours of daily labor.

DELPHI AUTOMOTIVE (MILWAUKEE DESIGN CENTER), Oak Creek, WI February 1999 – November 2000

Project Coordinator

Collaborated daily with Engineers and Project Managers; coordinated Project Plan status for multiple projects from the design stage all the way through production runs.

Scheduled and held meetings with Systems Engineers to adjust the structure of activity and work breakdowns for new Project Plans.

Collected APQP Documentation from Engineers for Quality Audit Requirements.

Key Accomplishments

Created a large generic Gantt chart on an 8-foot peg-board with different colored push pins for multiple projects, allowing Management and Engineering the ability to see quickly and easily see deliverable and successor activities.

Created a Lessons Leaned File that summarized what went poorly and what went well on projects. The document provided the ability to apply Best Practices to future projects.

SILICON SENSORS, Dodgeville, WI January 1995 – February 1999

Process Manager

Managed a team of 10 employees, ran tests, and implemented process improvements as directed by a Ph.D. in Semiconductor materials. Worked with the Test Department to determine root cause for failures.

Used a Project Plan to determine timing with production demands.

Reduced process cycle times by managing an external vendor’s production process timing.

Computer Skills

Microsoft Excel, Word, PowerPoint, QuickBooks, Linux, Sun, Mac, Scripting, PCB CAM Engineer, Production Scheduling Software.

Contact this candidate