Customer Service Manager

Results driven management professional with extensive production, logistics and maintenance experience. Recognized for increasing production efficiencies, decreasing cost, directing logistics scheduling, and providing customer service solutions.

Expertise includes:

Project Management

Process Improvements

Lean Manufacturing Initiatives

P&L Management

Creative Problem Solving

Inventory Control Management

Education

East Carolina University- Greenville, NC

Dual Major B.S., Industrial Engineering Technology & Mechanical Design

Ashford University- Clinton, IA

MBA in Organizational Development & Leadership

Professional Membership/ Training

Society of Manufacturing Engineers

American design and drafting, certified draft certificate.

Accomplishments

Increased EBITDA since joining Ryerson.

Implemented design and process changes on filler equipment to successfully increase production efficiency by 150%

Executed Six Sigma project that identified and eliminated excess product waste on aesthetic fills. Resulted in 8% increase of product quantity on wax lines.

Improved customer service satisfaction levels to an average over 99% (on-time delivery).

Reorganized warehouse work flow which decreased cost per case by over 1.5 cents per man hour, resulting in a yearly savings of over $75,000.

Developed Key Performance Indicators (KPI’s) to improve financial and operating metrics.

Experience

Ryerson Inc., Ryerson USA October 2016 – Present

Sr. Engineer

Responsible for driving strategic change, directing continuous improvement efforts and developing capital improvements across Ryerson.

Manage process improvement project to improve company metrics.

Identify project improvement opportunities through productivity and expense analysis.

Develop and mentor lean leaders throughout the company to complete Lean Kaizen events and process improvement projects.

Provide management with project status updates and appropriate reporting on key process focused objectives.

Strategically identify best practices in process improvements and transfer that knowledge throughout the rest of the organization

Ryerson Inc., Pikeville, NC February 2012-October 2016 Operations/Facility Manager

Responsible for managing, executing operational budgetary controls and overseeing expansion of existing steel service center with over 30 million in sales.

Analyzed production and financial reports to measure productivity goals and determine areas of cost reduction or process improvement.

Increased productivity and reduce overhead, by streamlining processes and labor hours.

Represented operations at site meetings, led contractor consultations and site inspections for the plant expansion project (4.5 million dollar project completed July 2013).

Implemented continuous productivity improvements to maximize production, minimize scrap and maximize equipment efficiency.

Oversaw safety program which decreased recordable safety incidents at plant.

Directed and managed inventory control processes and systems.

Conducted root cause analysis to solve internal deficiencies.

Implemented lean principles to decrease potential hazards and ensure increased safety awareness.

Coca-Cola Bottling Company Consolidated, Raleigh, NC June 2010- February 2012

Operations/Warehouse Manager

Responsible for management, budgetary controls and logistics of a leading FDA manufacturer and distributor of non-alcoholic beverages with over $1 billion in sales.

Built an effective team by establishing clear accountabilities while encouraging the team to continuously recommend ways to streamline processes. Trained a cross-functional

team to eliminate position silos.

Tracked productive and non-productive labor scorecards as well as facilitated KPI metrics.

Completed ABC inventory analysis that improved flow, maximized floor space and increased productivity by 7%.

Reduced waste by identifying product for re-packaging and distribution.

Coty Inc., Rocky Point, NC May 2008- June 2010 Production/ Compound Supervisor

Responsible for supervision, process improvement and quality for a leading FDA manufacturer of OTC drug products and cosmetics with over $350 MM sales and 1000+ employees.

Identified equipment problems and developed implementation plan to optimize throughput and increase cycle standards.

Prepared monthly reports on efficiencies, specialty projects, process improvements, and incident investigations.

Set and adhered to cost budgets for labor, materials, and other expenditures.

Trained staff and maintained compliance of OSHA, GMP and FDA regulations.

Utilized the discipline of Lean Manufacturing practices like Kaizen, 5S, and Kanban to improve production processes.

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