Manager Customer Service
Resume:
ANTONIO C. JORGE **** du Commissaires, Laval, QC H7E 5H4
**********@*****.**
OPERATIONS / PLANT MANAGER - GENERAL MANAGER
Cost reduction-driven manager with continual profits attained through Performance Optimization. Positioned to deliver leadership excellence through mentoring/coaching, a champion of Key Performance Indicators, benchmarking and best practices to achieve operational efficiency. Involved in product development and excellent sales team management skills.
PROFESSIONAL PROFILE
Effectively manages multi site operations
Decision making ability taking into account various facets of the organization
Knowledge of government legislations and regulations, all three levels of government
Exceptional interpersonal communicator with proven ability to motivate diverse groups
Human Resource principles and practices – mentoring, training and development
Ability to lead, motivate and EMPOWER staff at their tasks to improve performance
Continuous Improvement - Cost Avoidance/Containment – P&L and Budget Responsibility – Lean & ISO – Risk & Crisis Management – Capacity Planning - Consensus Building – Strategic Planning – Change Management - Project Management - Procurement (tactical and strategic) – Warehouse Management - Environmental Management – Customer Service/B2B Sales - Product Development
PROFESSIONAL EXPERIENCE
2014 - 2016 Plant Manager, Alsco, Montreal, Qc
Effectively lead, coach and develop the work team (3 Supervisors, 5 Team Leaders)
Plan work flow, manage multiple priorities and meet daily production targets while consistently reducing downtime
Develop new procedures and processes to improve production accuracy
Implement health and safety audit and SOPs
Interpret and develop reports including standard operating procedures, KPIs and a product Dashboard
Efficiently set and control operational budgets (Budget Responsibility of $3.5 million)
Reduction of Labour Rate by 1.5% for fiscal 2015 vs fiscal 2014
Reduction of 2.5% in garments and flatware purchases
2011 - 2014 Director of Operations, Pasta Romana, Montreal, Qc
Coaching and mentoring of Supervisory Staff
Spearheaded and achieved SQF Certification
Cost reduction in direct labour of 26.7%
Increase of overall productivity of 25% to 45%
Introduced various KPIs (productivity, headcount, energy, waste, various expenditures)
Introduction of Lean Management principles (5S, Waste, etc)
2007 - 2011
Operations Manager / Canadian Sr. Manager, Oil Dri Corporation of America, Laval
Lead in the corporate initiative to use Lean and TPM principles
Managing to achieve Operational Excellence throughout the organization (Best Practices)
Responsible for: Shipping and Receiving Supply Chain and Logistics (rail, ground transportation and overseas)
Assist Sales and Corporate Laboratory in Product development
Overall increase of 25% in tons produced per man-hour worked
Increased overall productivity by 20% resulting in a $200K reduction in annual operating payroll and a 21% cost reduction per ton
Customer compliance of 99.5% on orders shipped
Gained buy in to make the largest capital investment in the Canadian business in the past 10 years resulting in $250K+ in labour cost savings and greater packaging flexibility
2002 - 2007
Management Consultant, Centak Management Consultants, Montreal
PROJECTS:
Mortile Industries, Toronto – Interim Operations Manager / General Manager
Account Manager - managed Prime Industries and Crocs accounts, Operations and Distribution, Logistics, Product Development and Customer Service
Increased productivity by 25% while decreasing labour cost by 30% in the plant by establishing various Key Performance Indicators
Implemented a budgetary process for the company
Montreal Minerals, Germany
Contracted by a European company to build a business case and business plan to open a branch in Montreal. The plan was approved and I was assigned to undertake the necessary steps to execute the business plan: negotiate with suppliers / incorporation (Federal Charter) / meet with government officials to obtain the appropriate subsidies and tax credits / negotiated contracts for transportation (CN and overseas Shipping Lines) / find a suitable location to undertake the operations / purchase of required equipment and Hiring of staff
CCR and Implementation Services, Montreal East
Hired by an American consulting firm for a 13 month contract at CCR, in Montreal East. Cost savings of $7 million through productivity enhancement and using Lean tools such as Kaizen, Visual Stream Mapping, 5S and Visual Plant. Training of middle managers and management team on Lean and Change-management.
1990 - 2002
Director of Operations/Industrial & Institutional Sales, Norchem Industries / Avmor, Laval
Introduced a production planning and scheduling system which reduced downtime by 32% and increased productivity throughout the plant by over 35%
Headed the implementation of the ISO 9002 / 94 program and GMPs
Developed an agglomeration process for the production of powder laundry detergent that increased the quality of the product and decreased production costs by 50%
Introduced and directed the preventive maintenance program that led to a reduction of downtime
Established and managed the continuous training program for all employees
Spearheaded the re-location of the Avmor Plant (Old Montreal) to the Laval location and construction of new warehouse
Responsible for managing new business development and strategic planning to maximize growth and profitability
Establish growth plans for individual accounts and personally manage account calls, presentations and negotiations
Product development
Effectively respond to clients' requests, inquiries, suggestions, and/or concerns
Provide consulting services to clients involving technical information about products
EDUCATION AND TRAINING
Concordia University Bachelor of Arts in Urban Planning
McGill University Training in Human Resources and Public Relations
Collège Edouard Montpetit Certificate: Quality Systems and ISO 9000
Dawson College DEC: Diploma in Collegial Studies
MRP Materials Requirement Planning
Quebec Min. Of Industry Environmental Management
Skill Path Total Quality Management
Development Dimensions Targeted Selected and Interviewing
Versatile with Micro Office Suite
AWARDS
American Express Customer Service Award
Diversey / Norchem Plant Manager Excellence
Avmor Award of Merit
LANGUAGES
French, English, Italian, Portuguese, Spanish
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