Customer Service Manager

To Whom It May Concern:

I bring experienced positive leadership focused on value-add results, driving goals, and overall portfolio performance. I develop organizations toward cost and process efficiency, teamwork, quality customer service, and the expectations to excel in and out of the box. I am well organized and fluid with current technology.

I am well qualified in the following areas that align with this opportunity.

General Operations Manager and Organizational leader for Corporate Operations, Plant Management, Administration, Contracts, Logistics, IT, Transportation, Supply Chain, Recruiting, Team engagement

Director of Unique and Multi-site business, Sales, Marketing, Customer Service

Champion of problem solving, strategy, and driving results

Facilitator of P&L control, incorporating KPI’s, and growth

Principal for oversight of Union and non-Union environments

Liaison with Government and Private sector business

Advanced: Word, Excel, PowerPoint, Outlook, SAP, Accounting systems, SharePoint, Access, Six Sigma, Lean

Thank you in advance for your consideration. I look forward to speaking with you.

Sincerely,

Peter Hodson

SUMMARY

A General Operations Manager and organizational leader for corporate operations, plant management, unique and multi-site business, transportation, supply chain, and support infrastructures. A champion of problem solving, strategy, and driving results while facilitating P&L control, incorporating KPI’s, and leading portfolio performance.

PROFESSIONAL PROGRESSION

Manager – Delivery Assurance Programs 2011-Present

Lockheed Martin –Sikorsky, Coatesville, PA

Designed program to support the manufacture and delivery of commercial helicopters

Developed team and process infrastructure between unique and multi-site operations

Established interdepartmental teams to achieve aggressive production targets, positive P&L control, efficient facility utilization, coordinated logistics, and Program focus

Launched performance KPI’s for Product Centers to improve global material support

Partnered to launch SAP for local site integration into overall corporate structure

Focused complex supply chain, manufacturing centers, engineering, quality, and support areas to drive business portfolio targets and achieve record milestones

Implemented safety and loss control programs to positively drive staff engagement

Identified and directed reduction of excess and obsolete materials by 73%

Instilled positive employee engagement, cross-functional teamwork, and system-wide program expectations and target awareness

Manager – HUB Ground Operations 2010-2011

US Airways, Philadelphia, PA

Facilitated airline ground operations during routine and irregular conditions

Introduced metric standards for management focus and accountability

Established management team alignment and budget performance to fiscal objectives

Partnered to achieve metric focus, accountability, and system KPI improvements

Lead programs to improve training, safety, team building, cost controls

General Manager 2008-2010

Life Cycle Engineering, Philadelphia, PA (Northeast Region)

Directed regional engineering office engaged in navy systems design and operation

Gained customer satisfaction by providing strategic and tactical business leadership

Built program team to accomplish positive focus and achieve aggressive NIBT targets

Identified modernization areas and implemented technology and facility upgrades

Introduced cross-functional dynamic administration, a business savvy Program Management team, standard work, and a strategic focus on business opportunities

Teamed with external educators to update program managers training modules

Directed the design, presentation method, and support of proposals and contracts

Created regional teams to routinely monitor finance, HR, training, and recruiting

Engaged fluidly to negotiate contracts and joint ventures to grow the business

Chief Operating Officer General Manager 2001-2008

CALECO, West Chester, PA

Hired to lead and update complex business operation portfolio

Identified sales and operational team opportunities to drive EBIT--improved 68%

Directed multi-state / multi-site operations in alignment with company objectives

Introduced modernization to sales, manufacturing, customer service call centers, accounting, purchasing, distribution, operations, logistics, warehousing, HR, IT, communications network, retail sites, and secured material handling protocols

Served as principal administrator for contract bids and awards

Lead negotiated team for private & Government contracts – DFAS/WAWF

Oversaw P&L, facility/asset controls, HR, insurance, safety, legal, and labor relations

Established strategic plans to upgrade company communication network, CRM, accounting and money-room systems, fleet management, and owned/leased facilities

General Manager - Midway Airlines, Phila., PA / Field City Operations (1994-2001)

Manager - Delta Air Lines, Miami, FL / Marketing, Sales, Operations (1988-1994)

EDUCATION

Bachelor of Science Degree

Jacksonville University, Jacksonville, FL

Strategic Business, Operations, and Administration

Advanced Management Program

Duke University, Durham, NC

Executive Learning Program

Lean Manufacturing & Leading Change

Ito University, Stratford, CT

United Technologies - Executive Learning Program

PROGRAM SKILL SETS

Advanced: Word, Excel, PowerPoint, Outlook, SAP, Great Plains Accounting, SharePoint, Access, Six Sigma (UTC), Lean Manufacturing (UTC)

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