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Manager Customer Service

Austin, TX
April 10, 2016

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**** ******** ******, ************,** 78660 512-***-****


Project Management Cost Analysis Lean Manufacturing

Problem solving leader with exceptional ability to interpret and integrate cross-functional aspects of an initiative, coalesce disparate elements, and increase the sustainable competitive value.

Client-focused team player who develops and inspires creative, productive local and remote groups.

Strategic coach with tested strength in strategic planning, business case development, and product planning expertise.

Lateral thinker who adapts and thrives in a dynamic, challenging environment.

Program Management

Change Management

Lean Manufacturing

Vendor Negotiation

Quality Assurance

Supply Strategy Development

Performance Measurement

P&L Management

Program Management

Inventory Management

Risk Management

Customer Service


FLEXTRONICS, Austin, TX 2008-Present

Director of Global Operations Program Management Feb 2012-Present

Global program management and global operations for a company that makes electronics and provides design fabrication.

Leadership: Initiates innovation and authorizes projects using scope of vision and expertise in customer requirements to improve or extend the value proposition to existing customers. Reviews aggregate program proposals to determine time frame, funding requirements, and management procedures for accomplishing staffing requirements and allotment of available resources for program phases.

Key Metrics: Collaborates with the management team in regard to coordination of team members to ensure key metrics are monitored per account and that customer satisfaction is closely monitored. Tracks relevant metrics and determines action items based on results.

Cross-Functional Teams: Generates communication regarding strategy among cross-functional teams to ensure project, product, or service has a smooth and timely transition through all phases of documented development processes. Directly or indirectly manages a group of these cross-functional teams.

Communication: Supports the program team in the guidance of customers by developing and communicating strategic plans, goals, timelines, and measures of success.

Training and Retention: Implements appropriate HR strategies and actions to recruit and retain a qualified and motivated workforce. Retained core staff of 15 to ensure tribal knowledge was not lost.

Customer Relations: Transformed the program management group to a customer focus team to improve communications. Serves as primary contact for new or critical customer programs and manages actions resulting in customer satisfaction.

Business Development: Drives and steers business development activities to win replacement and growth business. Provides business proposal support and input for existing and new business.

Contract Negotiations: Acts as high level contact for negotiations with customer on all contracts, pricing, and other business items. Participates in or supports all major contract negotiations.

Operations: Coordinates with operations to determine data requirements, production schedule, and deliverables required for customers.

Process Knowledge: Displays expert skills for developing assembly and machining, for sheet metal and plastics.

P&L Management: Displays expert skills in reviewing and interpreting the P&L to better manage costs and employees with an ultimate eye on overall profit


Improved OP from a -2% to positive +3%.

Increased VAM by improving OEE~10%+.

Introduced Lean to the site and hired a full-time Lean lead resulting in eight new Green Belts.

Instituted SMI on 40% of MTLs.

Implemented 70% SMI on consumables.

Improved delivery from 60% to 80+%.

Raised quality from 3000 PPM to 150PPM.

Ramped site from 20 million a QTR to 32 million a QTR.

Successfully launched 100k sq ft injection molding green field


2307 Hayfield Square, Pflugerville,TX 78660 512-***-****

Senior Program Manager Global Program Manager June 2008- Feb 2012

Led Applied Materials Account Team with a support staff of customer service and several project managers.

Organized, planned, and directed program schedules and budgets. Monitored and tracked project and program to ensure deliverables were met.

Oversaw all interdepartmental activities ensuring completion of all commitments relative to product development timelines, delivery, and quality. Tracked relevant business metrics and developed action items based on results.

Reviewed program proposals or plans to determine time frame, funding requirements, and procedures for accomplishing program, staffing requirements, and allotment of available resources.

Directed customer satisfaction reviews and determined corrective actions.

Managed production sites for projects, costs, and other customer-related matters through leadership and expertise.

Supported the operations teams with activities such as A3, PIP, and operational reviews.


BROOKS AUTOMATION, Supply Chain Manager Program Manager, Portland, OR Jan 2005-May 2008

Led the Purchasing, Supply Chain, Warehouse and Logistics teams.

Moved $80+ from a high cost region to a low cost region with no impact to customers and OP improvement by 7%.

Consolidated a supply base from 855 suppliers down to 436.

Managed on-time completions of projects with an average of 97% on time to commit and 98% on budget.

Drove 14.5% cost reduction in the first year and >=8% year over year and maintained >+6.2 inventory turns.

Executed a single point of contact relationship among suppliers, procurement, and engineering to resolve quality and technical issues within the major commodities.

APPLIED MATERIALS INC., Contact Specialist Project Manager, Austin, TX Sept. 1997- Jan 2005

Negotiated more than 40 major contracts resulting in better communications, clearer guidelines, and a roadmap for solving issues.

Utilized Six Sigma business practices to identify the opportunities for improvement and executed the solutions reducing defects by 67% and resulting in $3.9 million cost savings related to a reduction in rework, parts inventory, and logistics.

Maintained 8-10% cost reduction year over year on products managed.

Led a team of auditors to assess supplier capabilities related to delivery of components.

SYCRO VAC INC., Estimating Procurement Manager National Sales Manager, San Diego, CA 1992-1997

UNITED STATES MARINE CORPS, Platoon Sgt., Elgin, TX 1988-1992



Business Administration



Lean Six Sigma Black Belt

Certification: PMP


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