Customer Service Manager

ALEJANDRO SANDOVAL

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I reside in Houston www.linkedin.com/in/LeanLeader2016 ● **************@*******.*** 713-***-**** GEMBA OPERATIONS EXCELLENCE

Selected Accomplishments:

Achieved .354 DPMO (near defect free) for quality output on all operations functions such as production, purchasing, distribution and logistics resulting in surpassing annual stretch goals by 53% while serving as NCR review board co-chair for business operations leading process improvement.

Transformed 5 distinct struggling multi-state / multi-site operations into order fulfillment machines acquiring and delivering product at a peak weekly capacity of $430M (220K case count /wk) via effective culture change, process improvement initiatives and employing servant leadership.

Served as project manager on 13 Kaizen projects resulting in $17M 1st year cost avoidance, cost reduction or productivity gains, plus created 2 new revenue streams with 1st year new sales of $4M.

Provided inventory control leadership resulting in 100% net & gross inventory accuracy for 28 consecutive months along with 3 annual physical inventories, a net increase of 42% accuracy, in a multi-site distribution matrix with over $135M in inventory and 75 distribution personnel.

Deployed safety culture to achieve zero (0) lost time accidents nor OSHA recordables, a 100% reduction from a high of 4 accidents / yr, with relentless training on the importance of safety, empowering all employees, and setting expectations. CAREER EXPERIENCE

TESCO DRILLING CORP, Houston, TX

PM for relocation of supply chain teams, establish SOPs, lean implementation, productivity gains, etc. Americas Warehousing Operations Manager, 03/2013 – present Management consultant lead for mul tiple key supply chain projects including relocation, integration, documentation, quality management system implementation, and Kaizen event leadership. Scope includes the purchasing, inventory, warehouse, production, planning and customer service teams. Optimization scope includes personnel, processes, work place and work flow. Supervise 4 direct and 37 indirect reports. Key Contributions:

Prioritized safety culture to achieve zero (0) lost-time accidents nor OSHA recordables with relentless training on the importance of safety, empowering all employees, and setting expectations.

Led the strategic planning and tactical execution of a facility to facility relocation of $16M inventory: on- target project time completion, zero shrink and 7% overall under budget.

Achieved 11% under budget construction of new office space including vendor selection, LEED building design selection of infrastructure, furniture, security systems, and awarded Certificate of Occupancy.

Spearheaded Kaizen events to create 19 SOPs for supply chain procedures for pre-relocation and post- relocation project including the purchasing, warehouse, production and customer service processes.

Re-engineered inventory layout based on volume and cost of item for 4,682 SKUs, Identified & labeled all SKUs producing 30 % net productivity gains for warehouse counting, picking, and replen. Identified 42% of existing inventory as SMI; established SOP for removal of SMI.

Achieved a 30% reduction of purchasing lead times, implementation of Kanban for 45% of inventory, introduced supplier NCR tracking system, re-engineered planning model to achieve projected $6.7M reduction in inventory excess.

GENERAL ELECTRIC WIND ENERGY, Sweetwater, TX

Ensure regional multi-state / multi-site materials fulfillment for 30 wind turbine farms with 3,000+ turbines. Regional Operations Manager, 10/2008 – 2/2013

Ownership of multi-site order fulfillment machine: planning team, purchasing team, inventory control, logistics warehouse (shipping, receiving, production), process improvement efforts and safety culture deployment in multi-site operation. Adapt to changing client CTQs. KPI ownership in a turn-around operation from ITO - OTR. 5 direct reports, 35 indirect reports in multi-site ops. 7k+ SKUs. Quality Management System (QMS) Coordinator focusing on process improvement and control. Key Contributions:

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Led team to achieve zero (0) lost-time accidents or OSHA recordable incidents throughout tenure, demonstrating effective emphasis on safety culture in step with EH&S leaders, in a fast paced machine.

Spearheaded business case and implemented a materials rework program and kitting program resulting in an exit rate of $4M in 2 new revenue streams resulting in quicker fulfillment.

Served as subject-matter expert (SME) and operations lead for Oracle WMS implementation across multiple global sites with a net $1.4M in cost avoidance, 40% speedier revenue recognition.

Quality output on all logistics functions such as shipping, receiving, replenishment, production: Achieved 53% beyond stretch goals .354 DPMO rate for defects based on NCR root cause analysis.

Provided leadership resulting in 100% net & gross inventory accuracy for 23 consecutive months along with 3 physical inventories, from a starting low of 67%. Reconciling all variances with CAs.

Created & implemented inventory control for $35M including cycle count program, PI & auditor compliance, variance root cause analysis and corrective action resulting in a 36% swing in accuracy.

Directed 13 kaizen events achieving: 99.6% on-time delivery, 34% reduction parcel cartage, 91% reduction in SMI /excess inv, and introduced package labeling process implementing Poka Yoke.

1st Six Sigma Green Belt project resulted in 93% process time reduction and $1.2M in cost avoidance. WAL-MART DISTRIBUTION CENTER (UTI), Baytown, TX

2.2M square-foot import distribution facility with 10,000+ SKUS and 87 shipping docks. DC Operations Manager, 1/2007 – 9/2008

Created operations plans across case count goals with order fulfillment, replenishment, inbounding inventory to ensure efficient distribution to RDCs; supervised 6 front line managers with an avg of 200 indirect co- workers. Allocated and coached personnel resources, reinforced team with only the best candidates. Key Contributions:

Led team to achieve 74% of defined case count shipping goals and exceed 25% of objectives.

Achieved 66% reduction in lost-time incidents along with improvements in 5S cleanliness.

Co-led the conveyor project development / implementation team for optimized facility layout and routing.

Provided leadership and motivation to achieve 6% productivity improvement in 5 key productivity areas. Additional experience: Warehouse and Logistics Manager, Landsberg (Apollo Paper), 2/2002 – 1/2007 MILITARY SERVICE

UNITED STATES ARMY, Seoul, South Korea

Ensured mission readiness for 400+ soldiers from a logistics, weapons and inventory perspective. Logistics Sergeant (92Y20), 3/1995 – 3/2001

Led 15-person team including buyers, cycle counters, unit armorers, rework clerk and warehouse clerks. Key Contributions:

Coordinated logistics, maintenance, distribution and purchase of all assets via railroad, land, and sea

(intermodal), utilizing Lean principles such as 5S and by reducing the 7 areas of waste.

Led contract sourcing, negotiation, contract monitoring, price vs cost analysis and bartering activity for a variety of services, spare parts, and office furniture averaging $18M annually. Bachelor of Science, Business Management, UH

Certifications: Lean & Six Sigma Green Belt, DMAIC 2011, First Responder 2011 Black Belt LSS expected 10/2016, PMI PMP expected 11/2016, APICS CPIM expected 2/2017 Professional Training: GE Essential Leadership 2010, 1.5 MW Wind Turbine Design & Generators 2009 Software: Visio, Word, Excel, PowerPoint, Outlook, Project, DataLoader. MRPs / ERPs: Oracle WMS SuperUser, AS400, SAP

Keywords: Professionalism Safety Culture Deployment Process Improvement Cycle Counts SOPs Contract Negotiation Vendor Management LSS Green Belt Quality Initiatives Workforce Development Supply Chain Logistics Inventory 3PL Third Party Logistics Six Sigma Lean Tools DPMO Green Belt Certified WMS OSHA Inventory Control Supply Chain Optimization Transportation Demand Planning Distribution Center Operations Management Warehousing Shipping S&OP Purchasing HAZMAT Vendor Management QMS Project Manager Operational Transformation Culture Change Change Management Flawless Execution Projects Receiving Kit Building Production Order Fulfillment

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