Customer Service Manager
Resume:
Eric Klotz
Florence, KY 41042
***********@*****.***
Phone: 859-***-****
Summary
Accomplished management professional with experience in both manufacturing and service industries driving improvements and effective change within complex organizations
Increasing operational efficiencies while still meeting quality standards.
Effective problem resolution.
Experience in operational start up and shut down operations.
Developing strong teamwork while increasing individual performance.
Building outstanding relationships with both internal and external customers.
Leading complex projects.
Driving accountability among employees, vendors, and outside parties.
Managing the effective operation of multiple areas and skill sets under challenging conditions.
Experience in both union and non-union environments.
Superior written and oral communication skills.
Well positioned to make lasting contributions to companies seeking sound operational performance, efficiency, and positive relationships with both employees and customers.
Skills
*Customer Service *Employee Development and Leadership *Process Engineering
*Microsoft Office Suite *Labor Relations *Problem Solving
*Inventory Planning/Logistics *Six Sigma/Lean *Human Resources
Experience
TMK-IPSCO- Production/Operations Manager (Wilder, KY) 8/14- Present
Manage operation of the Thread Shop Department. Drive production and quality of threaded pipe in accordance with API industry standards. Production range of 4"-16" diameter casing.
-Responsible for long term strategic planning for the Thread Shop including development of capital project planning and
annual department budgeting
-Manage day to day operation of department including three salaried supervisors and 34 hourly employees
-Work order production planning and scheduling
-Production equipment maintenance planning with work outage scheduling
-Manage relationship with the United Steel Workers under a collective bargaining agreement
- Process grievances and assist with grievance meetings and arbitrations as required
TMK-IPSCO- Production Supervisor (Wilder, KY) 12/10- 8/14
Supervised production and quality of threaded pipe in accordance with API industry standards.
-Supervised start up operation from groundbreaking to production of new pipe threading facility
-Developed training program, JSA, SOP's, LOTO procedures, Quality program, and Gage inventory/tracking
-Experienced with automation and six axis robotic material handling unit
-Inventory management and product flow, including rework and WIP processes
-Supervised union employees under a collective bargaining unit agreement in a 24-hour/7-day per week operation
COMAIR, INC./REGIONAL ELITE AIRLINE SERVICES (Cincinnati, OH) 7/02-12/10
Comair’s Customer Service organization transitioned to form a new wholly owned subsidiary of Delta Air Lines called Regional Elite Airline Services in 2009
Regional Elite Airlines Services–General Manager of Baggage/Cargo Performance and Policy 3/10-12/10
Responsible for oversight of the Delta Connection system baggage performance, cargo performance, and polices created in conjunction with Delta Airlines Customer Service group. Worked with 252 Delta Connection locations within North America.
-Ensured key performance indicator targets are met and sustained for the entire Delta Connection system
-Advisor on policy and standard changes instituted by Delta on behalf of the Delta Connection product
Regional Elite Airlines Services-Department Manager of Baggage and Cabin Services 9/09–3/10
Responsible for oversight and management of the baggage and cabin service operations for the Cincinnati hub.
-Oversight of purchasing and procurement for cabin service products provided on all Delta Connection flights
-Promoted a positive relationship with Delta and all Cincinnati Delta Connection air carriers
-Reduced, controlled, and monitored labor and operational costs to meet budget while maintaining an effective operation
-Led employee group through multiple staffing adjustments and the transition to a new organization.
oReduced staffing by 59.3% and adjusted full and part mix to align with a new Delta flight schedule
-Team Leader on the integration from Comair into the newly formed Regional Elite
oAlignment of Comair, Compass, and Mesaba policies, practices, and handling operations
-Implemented Safety Committee for the Cincinnati station
-Reduced Baggage misses by 60% year over year from 08’ to 09’
-Led 5 managers, 20 Supervisors, and 400+ Customer Service Agents
-Shut down operations, transitioned handling over to Delta, and transitioned 840 employees through the process
Comair, Inc – Operations Manager (Baggage), Cincinnati Hub 8/07–9/09
Responsible for oversight and management of the Cincinnati baggage operation.
-Reengineered baggage dispatch and transfer process improving baggage transfer cycle times by 44%
-Led 2 Managers, 17 Supervisors, and 300+ Customer Service Agents
Comair, Inc – Shift Manager of Ground Handling Operations 3/06-8/07
Responsible for oversight and leadership of shift operations at the Cincinnati hub.
-Planned daily and weekly staffing adjustments
-Reengineered baggage IROP and Reroute process to increase through put by 33%
-Led 10 Supervisors and 150+ Customer Service Agents
Comair, Inc – Customer Service Supervisor 11/05-3/06
Responsible for oversight and supervision of the baggage transfer driver team.
-Provided dispatching assignments and instructions to baggage transfer drivers
-Led a range of 4-40 Customer Service Agents daily
Comair, Inc – Customer Service Lead 3/05-11/05
Responsible for oversight of a 4 to 5 gate operations
-Cross department communication between passenger services, ramp, baggage, and tower operations
-Led 3 to 5 Customer Service Agents who handled Ramp operations
Comair, Inc – Customer Service Agent 7/02-3/05
Provided ground support and aircraft servicing to arriving and departing flights.
-Maintained direct interaction with customers
Education and Training
Northern Kentucky University Highland Heights, KY -Bachelor of Science: Management
-Minor: Business Administration
-Associates of Applied Science Degree: Business Studies
Six Sigma Training: Provided by Comair
-Six Sigma Black Belt training complete thru Delta Airlines Atlanta, GA
-Six Sigma Green Belt training complete thru General Electric Cincinnati, OH
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