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Customer Service Manager

Suffolk, Virginia, United States
October 27, 2016

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An experience professional Manager with 10 plus years of management & production experience seeking a rewarding position as dynamic leader in a progressive organization where my experience and leadership skills will add value, with major responsibilities that utilize my diverse organizational capabilities, technical skills, and ability to work under deadline schedules with attention to detail.


Saint Leo University

Bachelors of Business Operations and Computer Information Systems.

Super Tech Institute of Computer Science.

Diploma of Computer Science (Networking)

University of California, Davis.

Better Process Control Certificate.

Professional Experience

Production Supervisor Protenergy whole Foods (07/2016 to present)

I am responsible for the 1st shift team’s (26 associates) production, net production attainment for the shift with the relevance of productivity and down time as well as providing the extra support to the supervisor on other shifts. Conducting the one on one coaching with the operators on the floor, RCA’s for any holds or operational functionalities like unscheduled break downs more than 60 minutes. Share the results with the teams across all 4 shifts for avoiding repetitive occurrences of the same issues. Focus on the schedule attainment for each week by following the lean practices. Concentrate on pre-flights, lead the shift changeover meetings with the supervisors and the teams, go over the critical element of the schedule for the shift to attain the OEE’s with compliance of quality and detail to avoid issues.

Adhere to Protenergy Foods quality standards to ensure product quality and Food Safety by following GMP’s, SOP’s and Protenergy Foods specifications.

Being in the A-septic processing industry the safety & quality of the product is very important due to un-sterility & microbe’s factors as well implementation of the QRMP (Quality Risk Management Process) system and operational standards. The BPC, GMP’s, FDA, USDA and OSHA regulation are the major focus during the production to avoid all holds with the best possible efficacies.

Implementation of TPM and work with planning, procurement & warehouse to make sure the availability of raw materials for the upcoming production runs and to avoid any human resources constraints as for the production floor is concern to meet the daily attainment.

Production Supervisor Massimo Zanetti Beverage Group (02/2013 to 06/2016)


Accountable for production floor from green receiving to the finish coffee product, which includes keeping track of all the manufacturing operation, production (roasting, grinding, packaging) shift goal with attention to QC, all process documentation(SOP’s), improvement strategies and training programs procedures to assure consistency of operational tasks, cost reduction, space utilization, the safety and cleanliness of the workplace. Tracks productivity daily and weekly for measuring shift efficiency and improvement with the complicity of proper tested green seed, roasted, grinded and cupping of coffee. Average volume per shift is 500,000 LB to 1,000,000 LB from green to the finish product high pace with no room for error. Keep track of down time of any and all equipment make appropriate changes in order to comply with production goals. Raise my team from 4th to the 1st position in roasting, grinding, green receiving and quality holds. Oversee production processes and amend schedules as needed, communicating continuously with shift leads to assure compliance with assignments, production, policies, procedures and QC standards.


Lead pre-shift meetings with the production/packaging/warehouse/QC leads to discuss shift goals to ensure the best finish product. Ensure that all operations comply with current GMP’s reviews and approves SOP’s with the help of SQF team monitor training and enforcement at the same time direct the workforce to accomplish goals for key metrics, Safety, Quality, OEE, analyze performance by using KPI trends and take corrective action to meet goals. Ensure all associates adhere to production and processing standards, coaching mentoring and developing team of 54 associates to meet/exceed current and future business requirements.

Green Belt Project (Rework)

Did a green belt project of rework, the net generation of rework per shift was 15,000-20,000LB because of large volume, using the green belt tool(DMAIC) got that drop to 6000-10000LB per shift, working towards the goal of less than 3000LB rework per shift, at the current level on the production floor the value-added net production because of less rework is around $20-35K per shift.

Information Technology Specialist. Phoenix Packaging 12/2011- 02/2013

Network Administrator.

As network administrator I was responsible for the maintenance of hardware and software in a computer network. This includes deploying, configuring, maintaining and monitoring network-based services most important is the “production floor data”, web servers, email, and file servers. Install and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.

Oversee the daily performance of computer systems. Set up equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software.

establishing the needs of users and monitoring user access and security; monitoring performance and managing parameters to provide fast responses to front-end users; mapping out the conceptual design for a planned database; considering both back-end organization of data and front-end accessibility for end-users; refining the logical design so that it can be translated into a specific data model; further refining the physical design to meet system storage requirements;

installing and testing new versions of the DBMS; maintaining data standards, including adherence to the Data Protection Act; writing database documentation, including data standards, procedures and definitions for the data dictionary (metadata);

Distribution Center Manager Global Food 05/2008-12/2011

Managed daily activities of a centralized distribution center (450,000 sq. ft.) 21 employees.

12 containers average a day sending out and about 10 receiving a day mostly dealing with food Items, meat products, fresh vegetables, regular groceries, pluses, rice, etc.

Monitored inventory levels to manage expenses, minimize loss, and maximize revenue. Ensured that goods are dispatched on time to the appropriate destinations and in the expected quantities (mostly internal distribution centers all the containers use to be loaded according to the different stores order from the corporate). Responsible for evaluating freight services, negotiating contracts, and managing relationships with chosen vendors. Planned and accomplished goals based on an extensive experience and judgment skills. Generated daily reports to the head of the department.

District Manager Global Foods 09/2006-05/2008

Responsible for making sure that store managers and district supervisors are managing their operations efficiently and effectively, overseeing million dollar stores. Responsible for making sure that all stores’ managers are following the plan-o-grams established by the corporate for all seasons of a business year.

Responsible for getting the word out to managers about promotions and other special activities and innovative technology. Actively involved in hiring and recruiting personnel for various stores, including hiring managers. Responsible for motivating, training and coaching managers; followed up with the managers in providing the proper training and coaching to their associates. Monitored the profitability of all stores and the reports and records so everyone remains in compliance. Responsible for adequacy of marketing and advertising for the entire district. Flexibility with the employees. Directed the entire district (11 stores with about 73 employees: managers, assistant managers, cashiers.

Areas of Expertise and Knowledge

Six Sigma (Green Belt), USDA, FDA, 6S, GMP’s, SMED, DMAIC, SOX, OEE- Quality Control - ISO 9000 Safety – OSHA, EPA, HAZMAT, HACCP Project Management, Kanban, Kaizen, Purchasing - Procurement - Fulfillment Revenue Management Transportation/Logistics/3PL/B2B/B2C Sales.

Customer Service, Admin Performance Analysis, KPI - Metrics Production & Inventory Management Strategic Business Planning - Forecasting - Asset Management P&L - Budget Management - Ebita-Compensation Planning WMS-ERP-MRP- RF Technology - Microsoft Systems Process Improvements.

Technical Skills

Systems, Language’s

JAVA, BAAN inventory system, J D Edwards Wonder ware, People Soft, ADP, KRONOs, all the windows OS, Macintosh, UNIX, HP, and TCP/IP.


Good knowledge of Routers, Hubs, Switches, AP’s, TCP/IP LAN, WAN


MS office 2013, MS Project management, Word perfect, FTP, Microsoft Power Point, Multilinking Presentations etc.


English; Pashto; Urdu; Hindi; Panjabi.


Available upon request!

Contact this candidate