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Customer Service Management

Location:
Philadelphia, PA
Posted:
September 03, 2015

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Resume:

Michael Hartnett

**** **** ***** *****, ********** KY. 40222

561-***-**** • acri2l@r.postjobfree.com

Key Qualifications:

Top performing business professional with 17+ years of experience leading cross functional teams in both corporate and site operations business environments across multiple industries. Demonstrated experience working in highly matrixed teams of Fortune 500 and high growth companies. A true leader with a proven track record for delivering savings and increased profits along with a strong focus on customer satisfaction. Background in Strategic Sourcing, Purchasing, Distribution Operations, Repair Operations, Logistics, Warehousing, Forecasting and Planning. Project Management skills include ERP, WMS, and ISO implementations. Embraces and utilizes Six Sigma, Lean methodologies to promote continuous improvement.

Core Competencies:

Procurement Vendor Management Strategy Implementation Project Management

Change Management Demand Planning Forecasting Reverse Logistics & Repair 5S

Production Planning Inventory Control Organizational Development Distribution Management Logistics Cost Analysis Resource Management Cost Reduction Six Sigma/Lean

Fact-based Analytics Cost Center Management Budget Development Process Re-engineering

Supply Chain Management Trade Compliance Transportation Management

Subcontractor Management ERP Systems Implementation

Experiences & Achievements:

Sales & Leasing Professional 2015 - Current

Oxmoor CDJR, Louisville, KY.

● Facilitate customer product selection and demonstration process.

● Negotiate pricing, loan and leasing terms through final write-up and product delivery process.

● Prospect new customer sales opportunities.

● Completed required sales and product training classes and courses.

Director – Materials 2011 - 2014

Flextronics, Louisville, KY.

● Responsible for directing and leading implementation strategies for efficient and cost effective materials

flow to deliver maximum results for clients that included HP, Amazon, Toshiba and VeriFone. Principle

Responsibilities include purchasing, forecasting, planning, inventory control, warranty recovery, scrap

reclamation, E&O management and production scheduling.

● Responsible for restructuring the materials organization into customer focused teams.

● Project managed low cost country purchasing service model which resulted in savings of $1.5M annual.

● Reduced inventory by $32M or 58% over 2 year period.

● Drove sourcing actions in MRO and packaging that yielded savings of $.5M+ annual.

● Implemented Kinaxis supply chain management system that drove service parts new buy purchases down

by 35%.

Director - Reverse Logistics & Repair Operations 2006 - 2011

Tyco International Ltd., Boca Raton, FL.

● Responsible for Tyco Retail Security/ADT reverse logistics and repair operations in US & Canada.

Activities include product repair, remanufacturing, returns processing, warranty recovery, purchasing,

warehousing, shipping, inventory control, disposal and reclamation, service planning/ EOL.

● Responsible for operational and capital expenditures of $12M annual.

● Drove the institution of Six Sigma, Lean and 5S culture that resulted in a $1.2M savings, a 25%

reduction in operational footprint and an increased return processing through-put of 23%.

● Developed and project managed business restructuring for US Repair & Returns operation resulting in

Cost savings $1M.

Director - Global Strategic Sourcing 2003 - 2006

Tyco International Ltd., Boca Raton, FL.

● Managed commodity teams, strategies and contracts for Tyco Fire & Security.

● Responsible for over $700M spend annual across 30 manufacturing facilities worldwide.

● Implemented global commodity management structure which included cross business segment

commodity teams, and resulted in a two-year savings of $78M.

● Championed Six Sigma LCC manufacturing sourcing project resulting in $50M of savings.

● Drove supplier rationalization and standardization process that yielded a 50% reduction in supply base.

● Spearheaded the development of global standard cost setting process.

● Developed and drove VMI programs with key suppliers.

Director - Distribution & Logistics and Global Procurement 2000 - 2003

Sensormatic Electronics Corp., Boca Raton, FL.

● Managed a team of 30 direct and indirect employees, in addition to 100+ 3PL resources.

● Responsible for North American Distribution Center Operations and Global Manufacturing

Purchasing, annual spend $250M.

● Delivered purchasing savings of $24M.

● Directed the improvement of on-time customer order shipments by 52%.

● Charged with institution of a vendor quality management program.

● Identified the need for and created a trade compliance organization and program for SEC.

● Drove SKU rationalization program which resulted in 25% SKU reduction.

Director - Distribution & Logistics 1997 - 2000

Sensormatic Electronics Corp., Boca Raton, FL.

● Responsible for planning and project managing a North American Distribution and Logistics Channel.

● Drove the outsourcing of distribution center operations to 3PL which resulted in reduced supply chain

cost of 39%, inventory carrying cost of 38% and increased customer service level by expanding 2 day

surface transport time to 76% of US customer base.

● Project managed the DCs implementation of Baan ERP and 3PL WMS systems.

● Instituted S&OP process resulting in increased customer service levels and inventory turns.

● Implemented ATO/FAT operation within the distribution center operation.

Education & Professional Development:

Purchasing Management

Florida Atlantic University

Development Courses:

● Six Sigma Project Champion, Six Sigma Boot Camp, Kaizen & Lean training, Business Leadership and

Management development.

Systems & Software:

Baan ERP, RedPrairie WMS, Xelus Forecast & Planning, Kinaxis RapidResponse

Microsoft Office Word, Excel, PowerPoint & Outlook

Affiliations:

Council of Logistics, NAPM, RLA, APICS

Military Service:

US Navy, 2nd Class Petty Officer, Operations Specialist, Honorable Discharge



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