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Customer Service Manager

Location:
Denver, Colorado, 80233, United States
Posted:
October 27, 2016

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Gregory A. Ireland

**** **** ***** *****, ********, Colorado 80233

Telephone: 303-***-****

Email: acw9ut@r.postjobfree.com

A highly motivated, hands-on, results oriented, Plant Operations Manager with 20+ years of experience continuously increasing revenue, increasing efficiencies, establishing inventory controls, reducing expenses, developing staff and exceeding all safety objectives in multiple manufacturing, retail and service environments. Continuously drives process change to improve on-time performance, exceed quality standards and maximize Corporate and customer satisfaction.

SUMMARY OF QUALIFICATIONS

Establishes revenue and service metrics to maximize corporate profits and customer satisfaction.

Develops sales forecasts and operational budgets, at multiple facilities, driving profit objectives.

Implements programs to increase productivity and efficiencies while controlling inventory costs.

Effectively manages multiple tasks through prioritization and delegation.

Innovative, analytical and effective problem solver with strong troubleshooting skills.

Utilizes excellent oral and written communication skills at all levels.

Hires, coaches, mentors and develops staff for promotions and maximum corporate contributions.

Consistently exceeds all OSHA, ISO 13485, Federal, State and Local safety guidelines.

Possesses comprehensive computer and analytical skills.

Willing to relocate as required.

PROFESSIONAL EXPERIENCE

LAKE REGION MEDICAL. 2007 - 2016

Customer/Operations Manager Arvada/Englewood, CO

Established priorities and actions to maximize operational efficiencies and profits while increasing customer service, internal and external, within a Medical Device contract manufacturing environment.

Exceeds Annual Operating Plan by 11%, EBITDA by 9% and inventory objectives by 17%.

Acts, as part of the Senior Management Team, to improve operational performance and customer satisfaction through prioritization and extensive communication.

Develops, presents and manages annual forecasting data and monthly reconciliation.

Provides customer advocacy and communication to all site personnel.

Oversees and directs activities for multiple work centers including labor and indirect cost controls.

Successfully hired and promoted staff members to maximize their corporate contributions and careers.

Ensures all safety and ISO 13485 regulations are exceeded while ensuring zero safety incidents.

Leads plant closure activities while exceeding revenue and profit targets by 40%, improving employee engagement by 12% and increasing customer service metrics with 97% on-time deliveries.

LOWE’S COMPANIES, INC. 2004 - 2007

Zone Manager Westminster, CO

Installation Sales Manager Northglenn, CO

Department Manager Easley, SC

Directed operations for big box retail operations to maximize profits while minimizing operational expenses.

Exceeded sales goal by 17% and profit goal by 26%.

Ensured outstanding customer service levels were achieved through implementation of a three-contact program for all installation sales.

Reduced labor costs through analysis of demand trends, schedule alignment and cross-training.

Reduced inventory costs by 16% through analysis of needs and implementation of JIT practices.

Oversaw delivery operations to minimize costs through effective routing and scheduling.

Hired, trained, scheduled and supervised personnel to provide efficient operations.

Ensured all safety goals were exceeded through continuous reinforcement practices.

Gregory A. Ireland

Page 2

DEWOLFF, BOBERG AND ASSOCIATES. 2003 - 2004

Associate Management Consultant Hilton Head Island, SC

Assessed operations for a variety of high volume manufacturing facilities and continuous run operations to improve quality, efficiencies, safety and profits.

Analyzed operations and developed and implemented process changes to exceed guaranteed savings.

Established routines to provide leadership and team building skills to first line supervisors and managers.

Reorganized workflow to increase efficiencies, quality and profitability for clients.

Identified, developed and implemented continuous improvement opportunities to reduce expenses and increase profits in a variety of manufacturing environments.

CONTECH CONSTRUCTION PRODUCTS, INC. 1997 - 2003

Production/Operations Manager Greencastle, PA

Plant Superintendent (Manager) Commerce City, CO

Plant Supervisor (Manager) South Bend, IN

Production Supervisor Mitchell, IN

Directed all operations for multiple corrugated metal pipe manufacturing facilities ensuring efficient and effective operations and maximizing profits at each location.

Established and maintained facility operations budgets at multiple facilities.

Implemented lean manufacturing and JIT practices to reduce manufacturing expenses by 12%.

Utilized Pareto analysis to reduce inventory turns from 92 days to 18 days.

Improved productivity by 9% using cross-training and flexible scheduling programs.

Analyzed facilities and implemented cost effective improvements to material and product flow.

Established training programs to maximize production and improve yields.

Achieved no lost-time accidents at each facility through continuous reinforcement of safety.

Met and exceeded all local, state and federal and OSHA guidelines.

Promoted teamwork and accountability by effectively communicating plant and corporate goals.

CLARIANT CORPORATION. 1995 - 1997

Production Supervisor Mount Holly, NC

Performed multiple duties associated with the manufacturing of sulfur-based dyes, pigments and intermediate chemicals in a high-volume, batch-run operation.

Provided efficient delivery of finished goods meeting the master production schedule.

Worked with quality control division to maintain repeatability of the production process.

UNIFIRST CORPORATION, INC. 1994 - 1995

Production Supervisor Charlotte, NC

Oversaw all operations of an industrial laundry facility to ensure timely processing of all products.

Trained and evaluated employees on operational procedures, quality and safety goals.

Established and implemented a maintenance program to ensure continuous operations.

CLEMSON UNIVERSITY. 1987 - 1994

Director of Operations and Services Clemson, SC

Managed all operations of multiple retail and service based revenue centers.

Developed operational procedures to increase revenue, profits and customer service.

Maintained inventory and developed control procedures for multiple areas.

Developed budgets, revenue projections and capital expense analysis.

EDUCATION

UNIVERSITY OF NORTH CAROLINA - CHARLOTTE Charlotte, NC

Bachelor of Science - Business Administration/Operations Management



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