Customer Service Manager

**** ***** *** **********, ** ***** (***) *** – **98 *****@**********.***

Paul K Sexton

Qualifications Summary

Senior level manager with more than 30 years of experience within global corporations. Skilled in directing production, distribution, and service operations, customer service, quality management, financial analysis and expense control in both domestic and international environments. Specializing in problem solving, improving standard operating procedures, and system development that are operationally, logistically, and fiscally sound.

Professional Accomplishments

Operations Management

Responsible for foreign and domestic operations financially, operationally, and statutorily.

Opened 14 new facilities that included developing fulfilling statutory requirements, site selection, construction management and staff training

Managed a customer service department of 66 people consistently meeting customer service level agreement goals for Service Level, Quality, and Customer Experience

Managed national, regional, and local distribution facilities for international and domestic markets and developed an inventory network which reduced obsolesce costs by 43%, inventory investment by $78 million, and delivery times from 4 weeks to 5 days into foreign markets.

Developed a statistical process control system to manage processes and measure reduced variation.

Installed process improvements that improved customer response times by 116%, quality by 36%, reduction in customer response defects by 80%, and 73% improvement in customer data base accuracy.,

Quality Management

Led over 20 problem solving projects using Six Sigma process improvement methodology improving cycle time, efficiency, and quality.

Implemented ISO 9002 – 1995 (later updated to ISO 9002 – 2000) resulting in retention of customers with annual revenues of $4 million and resulting in 99% on-time shipping and receiving.

Performed ISO 9000 and ISO 9002 internal audits to assure documented procedures were correct and in practice.

Developed MS Access Databases to capture quality data and allow analysis of data captured in our Customer Source System.

Financial Management

Responsible for the P & L for 11 - domestic and Latin American Distribution Operations that achieved at or better than budget performance.

Performed and directed account analysis as required to reduce expenses, reconcile inventories, or analyze the cost effectiveness of new processes.

Supported local controllers and financial accounting departments in Latin American offices.

Developed Budgets and Forecasts for Domestic and Latin American Operations

Developed costing, budgets, or proposals for new businesses or operations.

Employment History

2014 - Present

Quality Manager

Communications Test Design, Inc.

Boca Raton, FL

2014

Production Manager

Communications Test Design, Inc.

Boca Raton, FL

2013 – 2014

Logistics Manager

Communications Test Design, Inc.

Boca Raton, FL

2004 – 2012

Customer Service Manager

NCCI Holdings, Inc. Boca Raton, FL

1995 – 2004

Director of Operations

Anixter Latin America Miami, FL

1994–1995

Customer Service Manager

Anixter Chicago National Alsip, IL

1995

Special Assignment

Anixter, Inc.

Caracas, Venezuela

1993 – 1994

Receiving Manager

Anixter Chicago National

Alsip, IL

1993

Shipping Manager

Anixter Chicago National

Alsip, IL

1992 – 1993

Operations Manger

Anixter Mexico City

Mexico City, Mexico

1991

Night Manager

Anixter Chicago National

Alsip, IL

1989 – 1991

Area Operations Manger

Anixter Bakersfield Regional

Bakersfield, CA

1987 – 1989

Operations Manger

Anixter Anaheim

Anaheim, CA

1983 – 1987

Assistant Controller

Anixter, Inc.

Skokie, IL

Education, Certifications and Accomplishments

1983

Bachelor of Science – Accounting

Marquette University, Milwaukee, WI

Certified Public Accountant

Six Sigma Green Belt

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