Customer Service Manager

**** ********* **** ***** ********** ● Spring, Texas 77386

***********@*****.*** ● 281-***-**** (H) ● 281-***-**** (C) OPERATIONS MANAGEMENT ● QUALITY ASSURANCE ● TRAINING & DEVELOPMENT Dedicated and results-driven with wide experience planning and leading operations and quality assurance. Track record implementing continuous improvements in processes to minimize waste and costs while maximizing quality and efficiency. Encourage proactive initiatives across all departments by establishing effective quality control and safety programs. Success building teams focused on overall goals of safety, quality and efficiency. Expertise areas include…

● Procedure Development ● Cost/Waste Reduction ● P&L Accountability

● Total Quality Management (TQM) ● Training & Development ● Lean Manufacturing PROFESSIONAL EXPERIENCE

DURMAT, Operations Directed INC. daily Manager, (DBA operations DURUM 06/13 that USA)– generate 05/, Spring, 16 Texas $7M+ in annual revenue. Facilitated product growth by extending into untapped markets. Established and implemented operational procedures and process improvements to ensure superior quality while maximizing efficiencies. Directly managed all operational aspects of the facility, including customer service, production, distribution, inventory, sales, safety and quality. Developed and implemented programs and procedures to ensure that efficiency and performance goals are met safely with the highest level of integrity. Coordinated with Selected company Contributions: Controller regarding budgets for material, trade shows, and equipment and production levels.

Reduced defects and reworks from greater than 10% to less than 1%.

Contributed to improved inventory control practices, reducing waste by 15%.

Directed sales and expansion efforts, increasing sales by 20% in 18 months. Plant Directed BODYCOTE, Manager, thermal INC., Houston, 08/processing 12 – 06/Texas 13 operations that generated $4M in annual revenue. Established and implemented operational procedures and process improvements to ensure quality while maximizing output. Directly managed twelve employees within all operational aspects of the plant, including customer service, production, safety and quality. Developed and implemented training programs to ensure efficiency and performance goals are met safely with the Selected highest level Contributions: of integrity. Developed and implemented 5S and Lean Manufacturing initiatives.

Reduced staff by 10 while maintaining budgeted sales through a redesign of staff utilization.

Reduced Turnaround Time by 30%, improving On Time Delivery 40%.

Increased production by 30% while reducing costs by 20%.

Created a knowledgeable, cohesive team of potential leaders. Quality Managed Assurance/all quality, Safety safety Manager, and environmental 01/12 – 08/aspects 12 of two facilities including inspection, testing, audits, calibrations and continuous improvement. Maintained ISO 9001 and ISO 14001 certification. Implemented the employee safety training program in accordance with OSHA, ISO 14001 and industry standards. Selected Contributions:

Re-organized the Quality system in three months for ISO recertification audit.

Re-organized the EHS program in four months for ISO surveillance audit. DURMAT, Quality Developed Assurance/INC. and (DBA implemented DURUM Safety USA)Manager, a, Quality Conroe, 02/Management 11 Texas – 01/12 System in accordance with ISO 9001 for a hardfacing consumable distribution and service company. Managed all quality and safety aspects including inspection, welding procedures, grinding/finishing operations, welding equipment manufacturing and R&D initiatives. Identified and developed all knowledge, skill and training efforts. Developed and implemented an employee safety training program in accordance with Selected OSHA Contributions: and industry standards. Developed and maintained company website.

Reduced defects and reworks from greater than 15% to less than 3%.

Improved inventory control practices, reducing waste by 10%. Technical Actively PRECISION led SURFACES Sales the and sales INTERNATIONAL, Marketing, initiatives 06/for INC.05 a, Houston, specialty – 02/11 abrasives Texas distributor specializing in metallography, fiber optics, thermal spray and hard to grind or finish applications. Coordinated sales calls, quotes, leads, technical requests and trade shows. Trained customers on new equipment and processes. Designed technical brochures, datasheets and process recipes. Developed Selected Contributions: and maintained an integrated web store and office network. Developed a Quality Management System.

Introduced existing products into new markets, resulting in 15% growth over 2 years.

Worked with 3M abrasive divisions to introduce new technologies into surface finishing industries.

Reduced costs by processing small quantity products in house from bulk material. BODYCOTE, Quality Managed Assurance/all INC.quality,, Houston, Safety safety Texas Manager, and environmental 12/03 – 06/aspects 05 of two facilities including inspection, testing, audits, calibrations, and continuous improvement. Maintained ISO 9001 certification. Developed and implemented the employee safety training Selected program Contributions: in accordance with OSHA and industry standards.

Implemented a preventive maintenance program, reducing equipment down time by 20%.

Introduced a comprehensive safety program for employees and contractors, maintaining oversight. Quality Responsible Control for Technician, contract review 6/00 – and 12/process 03 approval through research of specifications and drawings. Supervised and trained hardness inspection associates. Recorded trends of equipment utilization, non-conforming orders and customer concerns. Selected Contribution: Conducted internal quality and safety audits.

Developed a company-wide training plan and safety program for new hires and sub-contract workers. Bachelor of Science EDUCATION in Technology, AND Leadership TRAINING and Supervision Training and Development Specialization, Manufacturing UNIVERSITY OF HOUSTON – Houston, Texas

PROFESSIONAL DEVELOPMENT

ASM International - Houston Chapter

AWS - American Welding Society

SME - Society for Mining, Metallurgy and Exploration Metallography – Heat Treat, Thermal Spray, Hardfacing Metallurgy for the Non-Metallurgist

Basic and Advanced Heat Treating

Surface Engineering Seminars

Fred Prior Seminars

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