Customer Service Lean Manufacturing

Wayne A. King

***********@*******.*** • 951-***-****

Operations, Lean Manufacturing and Quality Management

Strategic Operations Planning / Six Sigma / Manufacturing Cycle Optimization Process Improvement / Product Quality Enhancements / Customer Service Initiatives

Astute business acumen and expertise in lean manufacturing and product quality improvements while reducing operational costs, expenses, manufacturing cycle times, and labor resources. Success has been on focusing Operations on Product Quality, Warranty and Service integration, Vendor relations and building strategic high level efficiency teams. Includes Military/Defense, Optics, Life andScience,High Tech and Engineering.

Areas of Expertise:

First Article Quality Inspection

Supply Chain Management

Cost Reduction & Avoidance

Lean Manufacturing Processes

Organizational Policy Development

Professional Experience

Contract Negotiations (Budget)

Project Management

Operations Analysis / Process Redesign

Call Center Administration

Administration Management

MKS/NewportCorporation–Irvine,California–Customer ServiceManager,Warranty,Service, SupplyChain,Finance,Marketing,Logistics

Global Operations and Production Manager (2012 to Present)

Direct the operations for the $48 million division of MKS Instruments, a manufacturer of Semiconductor, Environmental, Medical, and Life Sciences/Scientific Research Products.

Lead manufacturing environment to meet production deadlines, quality, cost objectives, and oversee the day-to-day operations. Maintain orderly operations and safety of all areas through developing and establishing operational policies and procedures. Provide leadership to the cross functional teams related to resourcing, problem resolution, commodity development, and negotiation strategy as needed to execute the approved supply chain strategy. Initiate, develop, and recognize strategic opportunities to maximize the value of the assigned commodity to both the internal and external customer.

Selected Contributions:

Decreased labor headcount by 20% while simultaneously increasing output by 50% through introducing lean manufacturing processes, saving $300,000 in expenses over a 5-month period

Resolved the organization’s issue with inadequate financial reporting by creating reports that enabled management to accurately forecast expenses which improved budget management

Slashed millions of dollars in manufacturing / labor expenses by establishing lean manufacturing initiatives in 2 divisions and 35 product lines (Kaizan / Kan Ban and Critical Supplier Program)

Drastically reduced unsettled Return Merchandise Authorizations (RMAs) from 2,350 to 700 by implementing new policies that improved the speed and quality of service

Saved $60,000/year in expenses by developing an online portal for Key Customers leading to a significant decrease in customer calls to the service department

Dacor Inc. – Industry, California –Quality Assurance, PartsDistribution, Project Management, Sales, Appliance, manufacturing

Director Operations & National Service Manager (2008 to 2011)

Achieved Operational and Service oversight for a $150M division of high-end Custom Ranges, Ovens, and Outdoor Kitchens.

Directed and coordinated operations to improve performance, productivity, efficiency, and profitability through the implementation of effective methods and strategies from Quality and Service. Monitored, evaluated, and managed day-to-day employee performance for direct reports, coaching and identifying alternatives in the resolution of complex issues. Coordinated and controlled activities of Technical and

Customer Service Teams, maintaining and enhancing customer relationships to meet organizational and operational objectives. Developed and implemented service related policies, procedures and workloads to make cost effective adjustments.

Selected Contributions:

Analyzed and resolved massive volumes of customer service and infrastructure issues to improve quality of service resulting in a positive change in the Better Business Bureau ranking from F to AAA

Developed and established a service call center which managed 17,600 calls/month with an Average Speed of Answer (ASA) of 45 seconds and a less than 2% abandoned call rate

Instituted the Dacor Distinctive Service program which decreased warranty expenses by 64%, $350,000/month, and resulted in 100% customer satisfaction

Significantly boosted revenues by 51% ($4.2 million) over an 8-month period by developing a Parts Distribution model that leveraged distributors’ excess inventory to obtain deeply discounted pricing

CalSpasInc.–Pomona,California–Returnto Vendor,SupplyChain, Import, Export, ERP,WebManagement

Operations Manager & Service Director (2006 to 2008)

Managed Operations and Service for a manufacturer and designer of luxury spas

Successfully managed reporting systems / projects that achieved operational and business objectives in accordance with organizational goals and objectives. Executed, and established policies and procedures that resulted in growth of division-wide goals and initiatives. Directed and developed policies for Service Delivery department to improve customer satisfaction. Maximized revenue opportunities through quality, service and upselling initiatives including maintenance and upgrade opportunities.

Selected Contributions:

Reacquired lost key accounts through implementing lean manufacturing practices and launching a revamped call center to efficiently address and resolve customer issues.

Created CRM and Warranty claims website to resolve the organization’s missing CRM database issue.

Education and Credentials

Forbes School of Business

MBA (2018) – Organizational Management / Business Operations (Analytics)

BA - Statistical Business Analysis / Operations Management – Social Media, Fortune 500

Certifications

Six Sigma White / Green Belt

Management and Leadership

Essentials of Leadership / Coaching for Improvement / Coaching for Success / Managing Performance Problems / Retaining Talent

Project Management / Cisco Certified Network Professional (CCNP) Professional Associations

Board of Directors – City of Alta Loma Parks & Recreation, (2013 to 2014)

Strategicplanning,P&Lresponsibility,Performanceoptimization,Newbusinessdevelopment,Budgeting&finance,Corporateadministration,Worldclassorganization,Crisis management,Organizationalleadership,Profitabilityimprovement,Multi-siteoperations,Jointventures&alliances,Consensusbuilding&teaming,Decision-making,Bestpractices&benchmarking,Bottom-LineFocused,BusinessAnalysis,BusinessDevelopment,ContractNegotiation,CorporateAccountability,CorporateStrategizing,CustomerRelations,FinancialManagement,FinancialStrategies,FiscalAccountability/Management,Forecasting/Budgeting,GoalSetting/BusinessPlanning,GrowthExpansion,HumanResourcesManagement,Industry/DomainExpertise,Judgment/DecisionMaking,LeadershipVision/Influencing,MarketPositioning,MergerandAcquisition,OperationsManagement,OrganizationalDevelopment,ProfitandLossManagement,RegulatoryReporting,ResourcesManagement,RevenueForecasting,RiskManagement,StrategicAlliance Development,VentureCapitalFinancing,CustomerServiceManager,Communication,NonverbalCommunication,Coaching,DirectingOthers,RelationshipBuilding,internalaudit,businessdevelopment,SAP,accountexecutive,productionmanager,plantmanager,projectmanager,Oracle,insidesales,callcenter,servicedirector,directorofservice,warrantyreduction, warrantyreplacement,returngoodsauthorization,RMA,streamlinebusiness,packaging,UnitedParcelService,FedEx,technology,ERP,aerospace,procurement,privateequity,businessintelligence,Cisco,productdevelopment,wealthmanagement,internalaudit,telecommunications,CRM,logistics,warehousemanagement,AssetManagement,BusinessReengineering,CapacityPlanning,CapitalBudget,ChangeManagement,ClaimsManagement,CollectiveBargaining,ContinuousImprovement,ContractNegotiations,CostAvoidance,CustomerService,DistributionManagement,FacilityManagement,Health&Safety,InternalQualityAudits,InventoryControl,ISO9001, 9002,JustInTime(JIT),LaborRelations,Master ProductionSchedule,MaterialsPlanning,Mergers&Acquisitions,MRP,MRPII,ERP,MultiSiteOperations,OperatingBudget,OrganizationalDevelopment,Outsourcing,PerformanceImprovement,PlantOperations,ProcessImprovement, ProcessReengineering,Procurement,ProductionScheduling,Profit&Loss,ProjectManagement,QualityControl,ResourceManagement,RFP/RFQ/RFI,RiskManagement,Shipping&Receiving,SixSigma,StrategicPlanning,SupplyChainLogistics,Time&LaborAnalysis,Training&Development,Transportation,VendorManagement,WarehouseManagement

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