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Manager Customer Service

Location:
Laval, QC, Canada
Salary:
85k
Posted:
September 24, 2016

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Resume:

ANTONIO C. JORGE **** du Commissaires, Laval, QC H7E 5H4

450-***-**** 514-***-****

acwrc2@r.postjobfree.com

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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