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Customer Service Management

Location:
Weymouth, Massachusetts, 02190, United States
Posted:
January 19, 2017

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****** G. ********

** ****** **** • Weymouth, MA 02190 • 781-***-**** • **********@*******.***

Operations Management

Diligent, hardworking, and forthright Manufacturing and Distribution Management professional with 20+ years of success and contributions in staff training and development and process/performance improvement. Lead from a position of strength, focus, and results as shown through maintaining safe and profitable production operations. Additional keys to success include:

Possess and deep and rich knowledge of all manufacturing and distribution equipment usage, operations, and procedures.

Work well with people at all levels and achieved top ranks in production and volume through motivation and development of staff.

High degree of enthusiasm with superior customer service, follow-up, and problem solving skills.

Established reputation for quality, satisfaction, and results as demonstrated through continuously enhancing the bottom-line.

Proven areas of expertise include:

Production Management Operations Management Plant Management

New Start Up’s Financial Management Shipping & Receiving

Inventory Management Equipment Maintenance Safety Programs

Quality Assurance Team Building & Motivation Staff Training & Development

Customer Service Planning & Scheduling Process Improvement

Operational Streamlining Cost Control Revenue Enhancement

RELEVANT EXPERIENCE

Medtronic, Danvers, MA (04/2013 - Present)

Sr. Manufacturing Group Leader

Responsible for a staff of 84 employees for 1st shift operations, ranging in experience from technicians to temporary contractors in all plans, programs, and processes for the production and manufacturing of Vascular Catheter systems. Prepared work schedules, delegated assignments, maintained employee records, applied corporate policies/procedures, and maintained ISO 13485 Accountable for all training, safety, and autonomous maintenance programs required for the following business units; Assembly, Molding, Curve Baking, Inspection & Packaging and Shipping.

Key Achievements:

FY17 Savings of $700k by improving Guides Catheter Packaging Lines by redesigning the standard work and Sequence of Events, subsequently re-deploying 20 packaging associates into needed business units.

Exceeded initial UPLH# by 5% by properly level loading shifts to gain more efficiency.

Spearheaded “COS” Cell Operating System within the Danvers operation, conversion of “straight line” assembly operations into a more robust cell system.

Maintain an average of 100% efficiency across all business units.

All business units rate over 90% in “stability ratings” for process integrity (relating to continuous improvement programs.)

Involved with several major process improvements, including improved cell operational design, product/process flow & transportation enhancement.

Proctor & Gamble, Boston, MA (2003 – 5/2009)

Value Stream Team Leader

Trained and managed staff of 75 in all plans, programs, and processes for the production and manufacturing of Fusion and MACH3 shaving systems. Prepared work schedules, delegated assignments, maintained employee records, applied corporate policies/procedures, and maintained ISO 9000/2000 and 14001 Certifications. Accountable for all training, safety, and autonomous maintenance programs required for 60 Plastic Presses, 20 Blade Assembly Machines, and 4 MACH3 and FUSION Continuous Motion Machines.

Key Achievements:

Applied and managed Cell Operating System that improved existing warehouse operations and streamlined production line with a cost savings of $75K.

Facilitated major equipment relocation 3 months ahead of schedule and netted a $65K cost savings.

Exceeded product launch numbers of 94MM by 15% and maintained 0PPM for critical defect levels of blade and razor products.

Coached and advised staff in launch of new product lines and recognized as ‘go to’ person for any questions/concerns on usage.

The Gillette Company, Boston, MA (1994 – 2003)

Technical Services Supervisor

Managed and directed staff of 15 that provided engineering support within the Manufacturing Division. Administered all technical services for the purchasing, design tooling, and/or in-house machine shop production for new equipment and upgrade programs. Planned, coordinated, and facilitated new and upgrade program builds and conducted inspections for quality assurance. Shipped and received parts/equipment and maintained vendor base. Set-up builds schedules and ensured correct parts distribution to appropriate departments.

Key Achievements:

Oversaw major program upgrades on 64 Ferromatik Plastic Presses valued at $6.4MM.

Led Dispenser Insert Change SMED Event that resulted in an annual cost savings of $50K.

Achieved employee participation rate of 100% for Rapid Improvement Events within the division and a schedule adherence rate of 98.6%.

Created and applied a behavior based training and safety approach for target of -0- recordable case rates and reduced case rates by 50%.

Implemented IWS and ISO Programs that empowered employees, enhanced document work processes, and increased productivity from 10% to 40%.

Spearheaded successful launch of major programs that included MACH3/Fusion Razor Systems and delivered all initiatives on time and within budget.

Streamlined both on and off site warehousing activities and applied improved methods for monitoring of tooling and equipment.

The Gillette Company, Boston, MA (11/1989 – 1994)

Machine Operator & Inventory Clerk

General Electric, Avon, MA (03/2012 – 03/2013) – Plant Closure

Production Supervisor

Tiffany & Co., Cumberland, RI (07/2011 – 03/2012) – Contract Assignment

Production Supervisor

OTHER EXPERIENCE

Metropolitan Police Department, Washington, DC (10/2009 – 02/2011)

Police Officer

Perform law enforcement and crime prevention work, control traffic flow, and enforce state and local laws/regulations. Conduct crime investigative work, participate in and provide support to special department crime prevention and enforcement programs, and perform other duties as assigned.

Key Achievements:

Planned, coordinated, and facilitated major project that involved construction of $26M, 100K square foot warehouse facility for evidence collections.

Established all infrastructure systems and building layout, receiving processes, automatic shelving, and handheld equipment to be utilized.

Created technical documentations for staff usage on all facets of inventory processes and logistics.

Recognized by the department for construction project contributions and completed initiative 3 months ahead of schedule and $700k under budget.

EDUCATION

MBA - Operations Management – Endicott College

Anticipated Graduation: Dec 2017

Green Belt Certification – Medtronic: June 2017

BA in Business Management

Curry college, Milton, MA

Professional Development:

Medtronic Cell Operating Systems Academy – Galway, Ireland

Medtronic BAMM Training (Becoming a Medtronic Manager)

Integrated Work Systems (IWS) Pillars

ISO 9001 Certification

ISO 13485

Hazardous Materials Handling

Fork Truck & Power Truck Trainer



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