Customer Service Manager

GREGORY W. ELKINS

**** ******** *** * Carlsbad, CA 92008 * 858-***-**** (cell) * ***********@*****.***

PLANT MANAGER

Customer focused professional with over thirty years experience managing high volume technical processes. Combines exceptional leadership, motivational and team building skills to integrate all plant functions and establish a cohesive team capable of accomplishing all critically defined objectives. Managed and exceeded customer expectations through the on time delivery of quality products.

Core Competencies:

Strategic planning and operational budgeting

Customer negotiations

Facility design and start up operations

Team building

Project management

Clean room operation and design

Hazardous Waste Management

Wastewater Treatment

Safety/OSHA regulations

ISO

GMP’s

Sanitation procedures

HACCP

Technical expertise – precision injection molding, electroplating, thin film photopolymers, printing, vacuum metallization

Bachelor of Arts * Chemistry * Indiana University, Bloomington, IN

Advanced Management Program * Duke University, Durham, NC

PROFESSIONAL EXPERIENCE

INTELLIGENT BLENDS, San Diego, CA

Plant Manager (2013 to present)

(Currently managing both Intelligent Blends and Reel Picture)

Manage all operations related to the coffee co-packing business. This includes roasting, grinding and packaging of single serve cups, Quality Control, direction of custom packaging configurations and order distribution.

Responsible for the demolition and build out of the Intelligent Blends facility.

Scheduled and coordinated all equipment installations.

Hired all critical personnel required to start up and maintain the operation.

Reviewed and approved all GMP’s and Sanitation Control procedures.

Wrote the HACCP Plan required for the business.

Secured Organic and Kosher certifications.

Trained all personnel with respect to GMP and SOP standards.

Interfaced with customers during the initial contract phase in order to secure the business.

Directed interactions between Roast Masters from Intelligent Blends and our customers in order to insure that all products met stringent taste requirements.

Established metrics for all manufacturing operations.

REEL PICTURE, San Diego, CA

Plant Manager (2001 to present)

Directed all Manufacturing, Customer Service, Human Relations, Quality Control, Engineering, Safety, Maintenance and Order Fulfillment operations. Key customers included The Walt Disney Corporation, Billabong, Volcom, ESET, and Gen-Probe.

Initially responsible for the start up and build out of the new Reel Picture facility. Directed the transfer of all operations in June 2002.

Established metrics for all facets of the operation in order to measure productivity gains.

Replaced ineffective management and revamped the production flow through the operation thereby increasing productivity by 30% and improving on time delivery performance to 99.0%.

Operated and maintained a product yield of 97% on products requiring extremely close and demanding tolerances on individual Class 100 laminar down flow injection molding and product finishing manufacturing lines running a 3 second cycle on a 24/7 production schedule.

Directed fully automated packaging as well as complex, unique hand assembly processes.

Turned the Order Fulfillment and Distribution operations into a profit center by negotiating contracts with customers outside of our core business model. Managed internal as well as external blind ship order configurations.

Initiated and directed the development of an on-line order processing system which allowed our clients to manage all aspects of their business from order entry to shipment verification. This included the development of custom order interfaces that would communicate with the customer’s storefront for single order and batch order configurations. All orders received by 2PM were guaranteed to ship the same day.

WORLD MEDIA GROUP, Indianapolis, IN

Plant Manager (2000 to 2001)

Managed all Manufacturing, Customer Service and Distribution operations for this supplier of media to the entertainment industry.

Spearheaded the design, installation and start up of the facility.

Identified and launched initiatives designed to streamline the overall business unit and improve profitability among all product offerings.

Initiated Quality improvement teams along with a corrective action program.

Directed the design of a new scheduling system to improve efficiencies throughout the facility.

TOOLEX N.V., Irvine, CA

Director, Customer and Technical Support (1998 to 2000)

Responsible for all technical field support, logistics operations, technical sales and system installations in North America for this $61 million Dutch equipment supplier.

Reorganized the field service organization in order to strengthen technical competency and improve customer focus.

Increased customer responsiveness by 20%.

Reduced costs by 30% through the reduction of service intervals due to increased equipment reliability.

Key member of the team assigned to develop a global business plan.

SONOPRESS USA, Weaverville, NC

Director, Manufacturing (1992 to 1998)

P & L responsibility for this US based manufacturing business unit of the Bertelsmann Corporation which manufactured over 750,000 units per day.

Directed a staff of over 700 employees across five departments which included Manufacturing, Scheduling, Customer Service, Maintenance and Packaging.

Utilized cellular manufacturing techniques to operate high throughput equipment at a 3.5 second cycle time while maintaining yields at over 97%.

Created and empowered employee work teams which instituted programs responsible for a 7% yield improvement and a 50% productivity gain.

Responsible for the installation and engineering of the manufacturing cleanroom areas as well as the specification of all equipment for sites in the US, Brazil, Mexico and Hong Kong.

PRIOR WORK EXPERIENCE

POLYGRAM – Manager, Mastering Services (1990 to 1992)

DENON DIGITAL INDUSTRIES – Manager, Production and Engineering (1986 to 1990)

EASTMAN KODAK COMPANY – Senior Development Engineer (1985 to 1986)

CBS RECORDS – Process Engineer (1978 to 1985)

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