Customer Service Manager

Resume

Michael J. Bull MBA

**** ***** ******* ******, ****** Christi, TX 78413

Home: 405-***-****

E-mail: ***********@*****.***

Cost Reduction Expert... Management Development Specialist… Creative Problem Solver...

Summary

An MBA graduate with 18 years’ experience in senior management. Leadership roles have included: Plant Manager, General Manager and VP of Operations. Excellent grasp of multi-functional leadership. Very proficient with cost reduction and driving accountability. A world class business coach. Place a huge emphasis on Customer Service. Highly skilled at Continuous Improvement. Have achieved cost reductions running into $millions. Well-grounded in day-to-day operations management. Talented with company turnaround. Excellent Financial Manager. Talented change agent. Specialist regarding Theory of Constraints.

Skills and Competencies

Goal oriented, team builder. Great people skills. Comfortable at all levels of an organization. Hands on as needed. Competent communicator. Exceptional customer service skills.

Excellent with process evaluation. Understand well the dynamics of continuous improvement. Trained in Lean Six Sigma implementation.

Experienced financial manager with excellent understanding of: P & L, balance sheet, cash flow etc. Will set clear financial objectives and strict controls. Bottom line is a key point of focus.

Talented in all facets of process management, including quality control systems (ISO 9001). Manage by objective and goal setting. Talented manager of change.

Have consistently improved accuracy and reduced failures and defects, in some cases, by 90%. Highly committed to systems of accountability which result in failure reduction. Customer Service is a huge point of focus.

Computer literate. Very experienced with Microsoft Office including: advanced Excel formula and macro creation, accounting, data and trend analysis and software design.

Firm talented leader. Excellent at developing teams and strategy that consistently exceed performance goals. Very respectful of people.

Calm professional disposition. Good ethical and moral background. Perfect attendance for 10 years. Will relocate for the right opportunity.

Education

University – Postgraduate

Key Subjects Studied

Masters Degree in Business Administration (MBA) University of Wales, Aberystwyth, Wales, UK

Graduated in 1991

Accounting

Marketing

Economics.

Graduate

Key Subjects Studied

Bachelor of Technology: Business & Finance

Blackburn College, Lancashire, UK

Graduated with distinction 1989, top of class

Business Planning

Business Analysis

Contract and Labor Law

Organizational Studies & Behavior

Professional Background

RECRUITED April 2007 to Now – BUSINESS COACH AND CONSULTANT

Process Improvement and General Management. Clients included one of the largest privately owned supply distribution companies in Texas with 450 employees; more recently worked with construction, healthcare, service and manufacturing companies.

RESPONSIBILITIES: Developed sound strategy for manufacturing operations, sales and project management. Oversaw the integration of world class defect reduction systems. Downsized and restructured as needed. Coached senior management, evaluated and revised corporate strategy to successfully manage the company through the recession. To completely revamp and formalize procedures and processes at every level. Formulate lean manufacturing systems and introduce Kaizen philosophy. To reduce defective performance. Gave presentations, training, developed to-the-minute reporting tools. Set up precise systems of accountability.

ACCOMPLISHMENTS: Designed a “world class” accountability program that reduced mistakes and defects in all key functions by 80% or more, reducing annual costs by $440K. Set up AISC certification (similar to ISO) in only nine weeks which produced the largest order back log in company history. Instigated $1 million inventory reduction program. Greatly improved QC systems which improved customer satisfaction by 200%. Drove conformance to critical tasks, reducing non-conformance by 87. Reduced defects by 75% in one week.

RECRUITED Oct 2005 – Feb 2007 - AMERICAN WOODMARK, MOOREFIELD, WV

Plant Manager. This unionized, fast paced manufacturer of kitchen cabinets components, customers include Lowes and Home Depot. 800 million dollars in corporate sales. 550 employees and production in excess of 20,000 parts a day.

RESPONSIBILITIES: All day-to-day operations management, including overseeing all key managers and promoting lean manufacturing. Ensuring all financial manufacturing and delivery targets are met. Setting budgets monitoring performance. Evaluating production systems and developing improvements. Cost tracking and cost reduction.

ACCOMPLISHMENTS: Identified surplus and excess inventory and introduced an initiative that released over $500,000 back to the company. Company scrap was down by 8%, manufacturing efficiency was improved by 6%, employee costs down by 3%. Using JIT 98.5% of all daily orders were manufactured and dispatched within 24 hours. Saved $2 million in overtime costs during holiday season.

RECRUITED 2001 - 2003 REYNOLDS POLYMER TECHNOLOGY – GRAND JUNCTION, CO

Vice President of Operations for this manufacturer of large acrylic panels.

RESPONSIBILITIES: all day-to-day manufacturing operations, including warehousing and distribution, QC, customer liaison, research and development and headed up world-wide distribution and installation teams.

ACCOMPLISHMENTS: Produced annual savings of $560,000 through process analysis and introducing efficiencies. Developed improved casting process that increased casting efficiency by 300%. Quality improvements meant that material waste was down by 10%. Also initiated training programs to enhance leadership, motivational and goal setting skills. Built culture of teamwork, safety and positive thinking.

Other Employment: Small Business owner 2003 -2005. SBA consultant 2000 – 2001 (part time). RGE USA, 1994 - 1999, General Manager of this new successful US start up. Management Consultant 1991 - 1994

HOBBIES: Have private pilot license, enjoy reading, family activities, DIY, and jogging. Author of the book “The Power of Accountability”, working on 2nd Edition.

(Please ask for references)

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