Manager Customer Service

Leader: Operational Excellence

An Operations Leader with expertise in implementing initiatives & processes that transform cultures to create customer-focused accountability & optimal service. Ability to analyze & champion quality control programs that maximize operational efficiencies and exceptional customer experience. Strong strategic planning, business plan execution, cost containment management & executive presentation skills. Dynamic builder and leader of high-performing teams with a reputation for consistently achieving organizational goals and delivering bottom-line business value. Broad experience managing union contracts & relationships. Additionally, broad experience in business unit management, sales and marketing and customer service leadership in both Canada and the USA.

Specific operational expertise:

Customer Relationship Management

Cross Functional Integration

Flawless Execution

Business Process Improvement

Quality Assurance

Project Management

Key Abilities & Accomplishments:

General management: Business unit P&L ownership

Manufacturing site leadership: Manufacturing, service, logistics, quality

Manufacturing processes: Machining, plating, painting, fabrication, assembly

Market sectors Industrial, electrical, retail, oil & gas, aerospace,

Integration leadership: Mergers / acquisitions & ERP system upgrades (SAP)

CAREER HIGHLIGHTS

Eaton Corporation

Eaton is a power management company with 2014 sales of $23.0 billion. Eaton acquired Cooper Industries in 2012.

Operations Manager 10/ 2013 –1/ 2015

Foundry & Assembly Plant, Amarillo, TX (200 employees)

Led a management team of eight in driving the operation to exceed key metric goals for safety, productivity, customer fill rates, inventory management, period costs and product quality

2014: upgraded equipment and increased capacity by 20% with $4MM capital project; improved inventory turns by 30%; reduced scrap by 5%; obtained ISO quality certification

Vice President: Integration Leader 2012–/2013

Cooper Industries: Azonix Division, Billerica, MA

Senior manager leading the integration of a newly acquired multi-site, $38M advanced technology business: computers for oil & gas and military markets. I made several facility re-locations and completed a comprehensive organizational restructuring plus the migration of the business onto SAP.

Vice President and General Manager 2012-2013

Cooper Industries: Airport Lighting Division, Windsor, CT.

General Manager of $45M business unit manufacturing runway navigation lighting and control system products for use at airports throughout the globe. Full profit and loss responsibility with extensive international sales and a complex product development component to meet FAA and international standards.

Director of Operations, General Manager 2010

Cooper Industries: Pauluhn Lighting Division, Houston, Texas

Integration Leader and senior manager of a $25M acquisition that manufactures highly specified lighting and electrical products for the global oil and gas, off-shore and marine markets

Director of Canadian Operations 2004 - 2009

Cooper Industries, Toronto, Ontario, Canada

Senior Manager of $200M manufacturing / distribution / administrative operation that served as the Canadian headquarters for all Cooper Industries divisions and included two satellite facilities

Key Accomplishments:

Enhanced the Company’s profile by dealing effectively with issues of productivity, progressive discipline, salary administration, collective agreement interpretation and negotiation of union contracts

Installed SAP as the ERP system for manufacturing, distribution (WMS), customer service, logistics, materials management, engineering and finance.

Served as national executive for Canada in budgeting, financial planning, performance reporting and monthly KPI reviews and S&OP forecasts. Made regular visits to key customers.

Drove service levels above 95% (fill rates and on-time delivery) through active management of frontline supervisors and customer focus by all staff

Led productivity improvements through lean six sigma principles, productivity projects and the upgrading of equipment and systems

Improved safety performance by rigourous program management: over one million hours without a lost time accident

Cooper Hand Tools Division Manager, Canadian Operations 2000 - 2004 Barrie, Ontario, Canada

EDUCATION/ADDITIONAL TRAINING

Lean Six Sigma for Leaders

Sales Management

MBA, Marketing & Finance, Memorial University, St. John’s, Newfoundland

BA, Honours, History, Trent University, Peterborough, Ontario

PROFESSIONAL AFFLIATIONS

Member, Canadian Hardware Housewares Manufacturers Association, CHHMA

Member, Electro-fed, Canada

Knights of Columbus

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