Customer Service Manager

JUAN CARLOS VIVANCO

Roanoke, AL *****

334-***-**** *******@*****.***

PROFILE OF QUALIFICATIONS

A highly skilled, production manager experienced in planning, managing, executing and finalizing Lean projects in the Automotive, Agricultural Machinery, Modular Home and Global Technology Manufacturing. Technical Subject Matter Expert with a diverse knowledge of inspection and control methods, statistical techniques and documentation. A result focused leader with exceptional facilitation and applied problem solving skills.

Key Areas of Expertise:

- Manufacturing Management and Supervision

- Lean Manufacturing

- Continuous Improvement Process

- Customer Management

- Cost Reduction

- Production procedures for new Plant and Product Launch

- OSHA certified

PROFESSIONAL EXPERIENCE

National Cash Register NCR INC. (Midland, GA) February 2014 – Present

NCR employs over 29,300 employees with revenue of over $6.123 billion. The Midland facility employs 150 people with the responsibility of manufacturing automated teller machines, self-checkouts, and other self and assisted-service solutions, serving customers in more than 100 countries.

Production Manager

Maintain a safe working environment to meet all of the company’s expectations

Execute 6S philosophy throughout each department in the plant and monitor with daily audits

Hire, supervise and train production crew of 150 (1st & 2nd shift) to inspect and deliver quality product for a fortune 100 company

Conduct employee reviews to initiate goal setting, give feedback, and develop action plans to ensure personal growth

Manage Teams by facilitating commitment and productivity, removing obstacles, and motivation team members

Develop long-range planning initiatives for the Production group; this includes continuously evaluating the plants resources, capacities, capabilities, expenses, etc. to meet short and long-term growth goals

Develop and analyze production and operating reports and resolve operational, manufacturing, and maintenance problems to ensure minimum costs and prevent operational delays

Utilize Oracle and ERP software to mange/build projects (such as kiosk, self-checkouts, ATMs, point of sales, servers, media players, time clocks, etc.) from the beginning to the end for over 180 hospitality businesses including the following: Wal-Mart, Dunkin’ Donuts, Chick-Fil-A, Wendy’s, Chipotle, Burger King, etc.

Conduct daily meetings with supervisors to review schedule delivery dates, tracking costs, scrap rates, and managing labor dollars to meet monthly goals

Input daily operational data into project spreadsheets to monitor production, track employee productivity, and document quality issues

Collaborate with Engineering department to implement Continuous Improvement Projects throughout the year to meet the organization’s goals and cost savings which are greater than 2 million dollars

Managed the company to reach a milestone of building and shipping 700 point of sales in one day

Managed the company to exceed all quarterly goals by having consecutive record breaking production quarters since starting employment

DURAND WAYLAND (Lagrange, GA) July 2010 – February 2014

Durand Wayland employs over 249 employees with revenue of over $30 million. The LaGrange facility employs 90 people with the responsibility of manufacturing agricultural machinery and equipment.

Production Manager/International Sales Representative

Manage, hire, supervise and train production crew of 30 to inspect and deliver quality customer service

Create and implement LEAN production line procedures; scheduling pace for accountability and tracking

Manage information as it is distributed from the customer, to suppliers, and internally

Manufacture and organize logistics for over 24 million dollars of quality product a year

Accomplish 100% on-time delivery through effective planning, prioritizing, and coordination

Inputting tracking information to monitor growth, costs, and labor

Ensure deadlines are met and employees are on track to meet daily production goals

Customer Service Manager/International Sales Representative April 2008 – July 2010

Executed all English and Spanish speaking inquires and matters from over 250 dealer networks

Managed six customer service and field service employees; ensuring 100% customer satisfaction for the southeast

Analyzed and documented company data and customer feedback for improvement to product and processes

Inspected all manufactured whole goods for any nonconformance’s prior to shipping; reviewed in house orders

Value Stream Manager / Production Manager April 2007 - April 2008

Managed a production crew of 15 employees; responsible for training and supervising multilingual team

Ensured LEAN production processes; created and implemented efficient production line procedures

Managed information as it was distributed from the customer, to suppliers, and internally

Inspected production and product to ensure best quality for customer satisfaction

PALM HARBOR HOMES (Lagrange, GA) October 2005 - April 2007

Palm Harbor employs over 2900 employees with revenue of over $320 million. The LaGrange facility closed in 2007. It employed 300 people with the responsibility of manufacturing factory modular homes.

Production Supervisor

Managed, supervised and trained a production crew of 25 employees, both Spanish/English speaking

Facilitated new hire orientation including teaming with safety coordinator to translate Spanish to team

Prepared production journal for new employees which gave detailed job descriptions for all plant areas

Prepared a weekly production planner with employee’s schedules and read blueprints (HUD and DAPIA)

NORTH AMERICAN BUS INDUSTRY INC. (Oxford, AL) October 2004 - October 2005

NABI employs over 3000 employees with revenue of over 300 million. The Anniston facility employs over 500 people with the responsibility of manufacturing heavy-duty transit buses.

Skilled Assembly Mechanic

Trouble shot all interior and exterior manufacturing defects from the assembly line

Read blueprints and built fabricated parts to meet inspection while training and cross training staff

Trained in NCMT, educated in ISO9000 and LEAN orientation

VIVANCO DEVELOPMENT COOPERATION (Miami, FL) January 1998 - October 2004

President and owner

Purchased and renovated foreclosed properties and then marketed for resale

Managed a multilingual crew through construction and demo of properties

EDUCATION & TRAINING

FLORIDA STATE UNIVERSITY (Tallahassee, FL) 1997

Bachelor of Science, Psychology with minor in Communications

MIAMI DADE COMMUNITY COLLEGE (Associate in Arts) 1993

GEORGIA INSTITUTE OF TECHNOLOGY (Atlanta, GA) 2007

Lean Boot camp: Training a Lean Champion

TECHNICAL COLLEGE SYSTEM OF GEORGIA (Columbus, GA) 2014

Management Training Courses: Diversity and Inclusion: Creating a Better Workplace, Communication Skills of Leaders,

Effective Meeting Management, Effective Delegation, Peer Yesterday Leader Today, Conflict Resolution for Leaders

Training: Management/Supervising Lean implemented processing OSHA 10 hour Occupational Safety and Health Course Certificate First Aid/CPR/AED Certified (American Red Cross) Management of multilingual crew Human resources Safety orientation ISO 9001 Trained Auto Cad & Solid Works

Languages: Fluent in English and Spanish

Skills: Microsoft Word Microsoft Excel PowerPoint AS400 Oracle RQS ISO9000 I ERP 6S

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