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Customer Service Manager

Nampa, Idaho, 83687, United States
October 23, 2016

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***** ******** **., *****, ** ****7 208-***-****

I am a successful manager with high-volume manufacturing facilities by optimizing resources that create higher efficiencies and strategic planning, and problem solving processes. Provide the ability to work effectively with all levels of an organizational structure to increase business and exceed high-level customer expectations. Expert at introducing state-of the-art technology and operational excellence initiatives to streamline internal systems, procedures and processes, improve efficiency and productivity, reduce costs, cut receiving and shipping time, build top-performing union/non-union teams and insure a safe, secure and environmental compliant workplace.


Development of Safety Performance Strategic Business Planning Administration

Global Food Safety Initiative (GFSI) Quality Process Control P&L Management

Budgetary Controls Employee Development Lean / 6S

ISO Standard Procedures Food Packaging Compliance Mentoring


Packaging Corporation of America, Nampa, Idaho

Production Manager 2010– Present

Managing a facility with multi-million dollar in annual revenue, increasing volume by 18% year over year for the past 4 years, creating a transparent environment with sales and customer service teams

Advanced throughput lean processes and corrective actions to achieve favorable financial results which the plant was recognized with a Most Improved Plant of the Year award within the entire organization

Initiated and completed capital projects in excess of multi-million dollars to increase productivity and decrease operational costs

Reduced cost of quality by 30% by establishing higher quality standards, training professionals to adhere to these standards, and holding each team accountable for their proficiencies

Transformed leadership team through promoting individuals that excelled in their positions, as well as holding leadership accountable for their performance and created a performance based environment

Partnership with OSHA on achieving Volunteer Protection Program (VPP) Star rating

Creating awareness for safety performance through accountability and meaningful participation. As a result, our plant received “Top Facility Safety Award” from AICC and FBA for corrugated mills throughout the United States

Advanced product food safety to achieve highest AIB Superior score and Global Food Safety Initiative, FSSC 22000 certification

Attained zero environmental incidents in cooperation with federal, state, and city regulations. Participated with Nampa City Waste Water Working Committee on developing capital plans to enhance current waste water capacity and proposed new project to city

Sustainability projects by upgrading lighting and automatic motor shut off with partnership with Idaho Power, waste water refinement by installing pH control system. Recycle internal generated waste of steel banding, batteries, light bulbs, plastic buckets, lids and wood. Resulting in 61% reduction in solid waste going to landfill

Longview Paper and Packaging, Spanish Fork, Utah

Production Manager 3 years

Managed all internal and external audit program requirements for facility with $72+ million in annual revenue; including third party contracts for outsourcing services to reduce operational cost by 13%

Provided guidance and leadership for lean activities within the organization; developed market research, derived from customer needs and service level requirements. Concluded new capital expenditures were needed and oversaw the purchase of new equipment, estimated to increase long-term business volume by 17%

Improved quality processes to provide quality product to our customer base. Through upgrading our quality processes to recertify with ISO Certification 9001-2001 standard; as a result our business market was expanded to include Mexico and Canada

Selected to be on company project teams to travel to other facilities to refine processes from order entry to invoicing. This included factory floor and maintenance Lean / 5S initiatives. These projects resulted in decreased working capital of raw material from 7 WOS to 4 WOS; finished goods from 18 DOS to 7 DOS, head count reduction and improved standardized processes across the company

Transformed waste water releases of higher solids, color and metals to cleaner less regulated discharge water by working with the city, environmental agencies and installing a Beckart Treatment System that reduced water consumption; awarded a certificate of recognition by Spanish Fork City

Conduct operational activities within departments to include: employee training, work scheduling, performance appraisals, facility maintenance, departmental budget, succession planning and staffing requirements

Achieved customer satisfaction through continuous implementation of new procedures to ensure FDA, USDA and DOT compliance. Received Superior and Excellent Ratings as a result of the 3rd party audits performed by American Institute Baking International Standards

Longview Fibre Company, Spanish Fork, Utah

Superintendent 10 years

Improved safety performance. Plant IR rate reduced from 12.7 down to 1.9 IR over 8 years through employee involvement and accountability. Revised JSA’s, implemented a closed gap communication process, recognized positive involvement and improved PPE requirements

Received ISO 9001-1998 certification by developing a formal quality management system to involve processes from order entry through manufacturing, invoicing, and customer satisfaction

Developed facility vision by conducting several product flow and value stream mapping processes with sales and customers. This highlighted our strengths and opportunities. Evaluated our customer present and future demands.

Facilitated capital improvements that included justification and installation of multi-million dollar projects. These projects included full line triple wall corrugator, single face laminate, die cutters and flexo-folder gluers

Partnership with Spanish Fork city on improving environmental processes. Received recognition certificate from Mayor of Spanish Fork

Increased corrugator performance from 22.5 lf/hr to over 33 lf/hr. which was recognized by BHS Corrugated, from running double wall at speeds exceeding 1000 ft/min for extended durations

Led company efficiency team that involved several representatives from other plants. Improved machinery set ups, machine monitoring, uptime and reliability. Results varied from plant to plant due to mix of product and employee skills. Overall improvement resulted in 39% reduction in set ups, 9% reduction in waste and increased corrugator reliability / uptime by 8%


University of Phoenix, Salt Lake City, UT

Bachelor of Science in Business Management, GPA: 3.93


Certificate of Achievement – Adult CPR and AED

Top Facility Safety Achievement – FBA

Star Rating - Voluntary Protection Program, OSHA

Company Recognition Awards - Productivity, Yield, Safety and Transportation

American Institute of Baking Standards - Superior Rating

Global Food Safety Initiative (GFSI) FSSC 22000


Technical Association of Pulp and Paper Industry City League Coach, Baseball, Softball and Football

Boy Scouts of America Coach and Leader City Emergency Response Team Captain

United Way Nampa City Waste Water Working Group

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