Customer Service Manager

CLIFFORD PORTER

*** **** *** ***** **********, Utah 84015 ********.******@*****.*** 435-***-****

Facility and Operations Manager With More Than 25 Years of Experience with Strong Skills in Operational Efficiency, Maintenance and Operations Leadership, Customer Service, 24 Hour Multiple Facility Management, Operations and Capitol Budget Management, MRO Inventory and Budget Management, Strategic Planning, Implementation of CMMS, JD Edwards Enterprise One, ISO 9001, ISO 14001, Plant Efficiency Improvement, New Construction and Plant Start Up

SUMMARY OF QUALIFICATIONS

Production facility Operations and Maintenance Manager with more than 15 years’ experience in manufacturing with MBA in Operations Management and BS in Mechanical Engineering Technology.

Strong business management acumen with involvement in strategic planning, resource allocation and coordination, production methods, and leadership.

Solid commitment to providing world-class customer service including evaluating customer needs, meeting service quality standards, and analyzing customer satisfaction.

Excellent knowledge of human resource principles and processes for personnel recruitment, selection, training, compensation and benefits, and labor relations.

Exceptional written and verbal communication skills to effectively convey complex information to audiences of diverse backgrounds and at all organizational levels.

Effective interpersonal skills to develop and maintain collaborative business relationships with executive leadership, colleagues, staff, vendors, and customers.

Experienced in operation of FDA regulated facilities including cGMP and SOP compliance.

CAREER ACHIEVEMENTS

Facility Operations

Served as a member of the Project Management Team responsible for building a $74 million, 380, 000 square foot manufacturing facility. Accountable as subject matter expert for researching, purchasing and installation of manufacturing, packaging and facility equipment. Additionally, staffed, trained and managed the Equipment Maintenance Department, Plants Services Department and Facility Maintenance Department.

Oversaw operations for packaging facility including scheduling, maintenance, and production departments with a $25 million capital and operations budget.

Served as process owner for implementation of J.D. Edwards Enterprise One, developed customization of work order documentation, workflow process, and inventory tracking which enabled improved business tracking and more timely product delivery to customers.

Successfully led relocation of 325,000 square foot packaging facility, a $1,200,000 project, not including cost of facility, using 10,000 man-hours over a 45 day time period..

Developed and implemented safety program which was used as a model for other departments and led to an 80% reduction in on the job accidents.

Evaluated machine conditions and inventory requirements to develop maintenance, repair, and operations (MRO) inventory supply system which decreased downtime and increased productivity.

Increased production efficiency and process reliability, eliminating a three-day weekend shift and saving $1 million annually.

Managed facility remodeling and relocation of production facility fill lines and supporting equipment which allowed introduction of new product lines.

Drove improvements and scheduling changes to address back orders and increased on-time delivery to customers to 99.4%.

Lead the efforts to purchase and install vision equipment to comply with current cGMP requirements, a $1.5 million project over 8 months time. Project was delivered on time and within budget.

Lead the efforts to purchase and install case packer/pallet stacker combinations resulting in the savings of $2.5 million annually with a capitol expenditure of $3.7 million.

Managed the Facility Department efforts to gain FDA approval for OTC production certification allowing the ability to produce OTC product lines within the facility.

Implemented Base Line Equipment Inspection, as a preventive maintenance program, resulting in a 7% increase in equipment reliability and availability.

Leadership

Established human resource policies, job descriptions, pay scales, employee training, annual performance evaluations, analyzed staffing needs to develop hiring strategy.

Managed, mentored, and motivated a team of 208 personnel including Production Supervisors, Maintenance Supervisors, Mechanics, Production Technicians, Utility Workers, Label Room Operators, Production Line Leads, and Plant Service Workers in three facilities.

Utilized a democratic and adaptable management style to involve entire team in problem resolution and decision making processes.

Take a team approach to management. Developed 12 teams addressing specific areas of need. Held regular meetings, communicated clear goals, acquired input from affected departments and provided guidance in decision making.

Developed Operator Training Program including multiple skill levels, training more than 200 employees. Focused on increased productivity and decreased manufacturing errors.

Improved supervisory participation in department improvement efforts through staff meetings, goal setting, accountability, and coaching.

Familiar with regulations and standards such as Food and Drug Administration, OSHA, cGMP, SOPs, Fair Labor Act, and the Equal Employment Opportunity Commission.

PROFESSIONAL EXPERIENCE

PEPPERIDGE FARM / CAMPBELL’S SOUP Richmond, Utah

Bakery product operation within the international manufacturing and distribution division with distribution to 45 countries.

MANAGER, FACILITY AND MAINTENANCE April 2015 to Present

PHARMAVITE, LLC Opelika, Alabama / Valencia, California

Vitamin and nutritional supplement manufacturer for domestic and international markets with annual sales in excess of $980 million and more than 1,200 employees in 6 locations

SITE OPERATIONS MANAGER,

MAINTENANCE MANAGER September 2004 – October 2013

MILITARY EXPERIENCE

Senior Chief, United States Navy, Retired

Training: Machinist’s Mate A, B and C School, Command NCO Academy

EDUCATION AND TRAINING

Master of Business Administration – Operations Management, Almeda University, 2008

Bachelor of Science – Mechanical Engineering Technology, Almeda University, 2003

SELECTED PROFESSIONAL ASSOCIATION, TRAINING, AND DEVELOPMENT

Member, Society of Manufacturing Engineers (SME)

Member, Association for Facility Engineers (AFE)

Professional Member, International Code Council (ICC)

Workshops: Continuous Improvement and cGMP Compliance

TECHNOLOGY AND TOOLS

Proficient in Microsoft Office Suite, Photoshop, Projects, DataStream MP2, J.D. Edwards Enterprise One, ADP Enterprise, Pillar Financial, Concur Financial, SAP and Demantra

Experienced in operating, maintaining and engineering manufacturing equipment including solid dose packaging, soft gel manufacturing, tablet manufacturing and formed steel processing.

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