Manager Customer Service

Henry Sanchez

* ********* ********, *******, *** 3G8

Phone: 647-***-****

Email: ************@*****.**

Process Improvement & Change Management Leader with Outstanding Deliverables in Process Improvement, Customer Satisfaction, and Issue Resolution

Achievement Summary

25 years in Management roles within the Operations, Lean Management and Customer Service fields. Served as strategic thought leader as a Lean Six Sigma Green Belt for generating and ensuring adherence to change management programs; devised processes to calculate Cost of Non Quality (CoNQ), Product Quality and Key Performance Indicators (KPI) in order to drive a lean, continuous quality improvement culture.

Project Management Certificate from CTC.

Core Strategic Competencies

Change Management--Implemented ISO-9001. Built an innovation program to stimulate new ideas for change in processes.

Problem Solving Performed process consolidation analyses which identified root causes to recurrent issues impacting cost and service.

Process Design Designed optimal processes for operations.

Career History

Purolator Inc.

May 2015 – Apr 2016

Process Engineering Specialist

Leadership Summary: Lead supported and executed on initiatives and provided insights to achieve

Improvements in overall business processes.

Scope: Manage the collection and the compilation of internal and external data and information to asses and analyze the impact to the objectives of the project.

Major Achievements

Lead/participated in the development and designs of new and existing processes which include business standards, metrics, technical specifications, operational agreements, supporting business tools (i.e. training, instructions, signage, forms etc.) as appropriate depending on the complexity of the program/project; by using continuous improvement tools and methodologies in order to meet business needs.

Lead/participated in stakeholder interviews, identified sources of information, possible interfaces and detailed process descriptions, assisted in interpreting facts and information gathered to understand current “as is” state.

Identified inconsistencies and gaps within existing business processes and work with stakeholders to clarify and simplify processes.

Develop project planning documents (drafts and updates) as directed by the Process Owners including project work breakdown structures, project charters, etc. including coordinating meetings and perform maintenance of project tracking logs (i.e. issues, change control etc.) in order to satisfy project management processes.

Jan 2013 – Apr 2015

Unit Manager- Ontario Hubs

Leadership Summary: Held the position of Manager for Dangerous Goods, Unload, Primary and Secondary’s

Scope: Portfolio included PM shift team at the Ontario Hub

Major Achievements

Process specialist that evaluates the effectiveness of the processes by documenting the current state, collecting relevant data required to measure success, providing analysis prior to deriving at the most effective cell design (future state). Carry out testing and piloting prior to deployment to achieve sustainable results.

Process improvement conducted on the dock and transportation having direct impact on trailer utilization, dock effectiveness, service and safety.

Quality Assurance Auditor- Ontario Hubs Jan 2012- Dec2012

Leadership Summary: Held the position of Quality Assurance Auditor

Scope: Creating, revising and implementing processes following ISO 9001 and Lean Six Sigma methodology

Major Achievements

Lead the development and implementation of a QA oversight, monitoring and surveillance programs to ensure delivery of service metrics

Assist with development of all applicable plans, procedures and checklists for conducting QA oversight, monitoring and surveillance

Ensure quality programs are fully implemented and effective through review and acceptance of quality documentation (including inspection and test plans, procedures, quality records, final documentation, etc.)

Develop and implement a comprehensive risk-based audit program for the Ontario and Metro West site activities

Monitor and ensure regulatory requirements specifically Dangerous Goods and C.O.S. procedures are followed as defined.

Review, quality reports such as non-conformances, and observations and carryout corrective action

Review project technical specifications and drawings to determine quality requirements;

Review and endorse documentation received (material specification, method statements) for implementation and compliance;

Attend all operation meetings as required;

Ensure turnover documentation requirements are realized;

Ensure adequate closure of all site audit findings, NCRs, etc.;

Contribute to quality progress reports including quality metrics;

Ensure oversight, monitoring and surveillance activities are complete

Ensure comprehensive and detailed reporting to Divisional Quality Manager

Participated in the testing, deployments and configurations of the Smart Sort Mega Project.

Participated in the 80% Effectiveness for the Operation Team collecting, Analysing Data and observing the operational processes for the purpose of creating and developing process Tool.

Process Engineering Specialist dedicated to the BPM (Business Process Management) IBM Architectural System.

Reynolds Paper Company 2009 – 2011

Leadership Summary: Held the position of machine operator.

Scope: Portfolio included day and afternoon shifts team at the warehouse.

Major Achievements

Responsible for 9 team mates that delivered service to meet KPI’s

Health and Safety targets maintained

Barcelo Beach Resort 2002 – 2008

Duty Manager

Leadership Summary: Held Front Desk Supervisor position and then promoted to Manager on Duty

Scope: Portfolio included day and night shifts at the hotel

Major Achievements

Responsible for 68 team mates to deliver first class guest services

Oversee all aspects of the hotel operations

Purolator Inc. 1999 – 2001

Unit Manager

Leadership Summary: Held Customer Service Supervisor position and then promoted to Unit Manager for US International Department

Scope: Portfolio included Day shift team at the Ontario Hub followed by the US operations team

Major Achievements

Responsible for over 70+ unionized team mates that delivered service to meet KPI’s

Health and Safety targets maintained

Reduced claims and credits

ISO 9001:2000, sustaining certification with continual improvement

Purolator Inc. 1996 – 1999

Team Leader

Leadership Summary: Assisted the Unit Manager for the load out process for all Quebec Destinations

Scope: Re-Load at the Ontario Hub

Major Achievements

Responsible for assuring packages were loaded onto the right trailer

Near miss reporting

Hours management for team mates

Professional Development

Education: Dominican Republic School of Hospitality

Accreditations: Certified in ISO 9001, Warehousing and Logistics Management, Training Program by Dr. Stephen R. Covey in The Seven Habits of Highly Effective People, Lean Six Sigma Green Belt, Dangerous Goods Certificate for Air, Rail, Ground and Ocean, Certificate in CPR and First Aid,

Project Management Certificate from CTC Training Canada Institution

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