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Customer Service Project Management

Location:
Markham, ON, Canada
Posted:
March 24, 2024

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Resume:

Wilson TS Wai

Cell: 647-***-**** ; Email: ad4jll@r.postjobfree.com ; Gender: Male

nationality: canadian Linkedin: https://www.linkedin.com/in/wilson-wai/

Expertise: Finance / Procurement / Operations Management / Strategic Planning / Project Restructuring / Streamlining Operations / Team-Building / Profitability Improvement

Summary of Qualifications

-Results-oriented Management Professional with over 37 years of solid corporate experience in progressively responsible positions, and proven achievements in all aspects as a Successful Strategic Planner, Team Builder and Leader, Facilitator, Motivator, and with tactfulness in customer service.

-An Innovative Self-starter with the ability to identify and assess changing conditions in an organization, and match resources to achieve short-and long- terms goals to improve the efficiency of operations.

-Project Management/Program Development: Demonstrated ability to delegate and encourage staffs to perform at their maximum potential, meet deadlines within budget, address specific trouble-spots, conceptualize, research.

-Achieve company goals and surpass production expectations while maintaining quality, safety and integrity through total quality management.

-Analyse cost planning, predict forecasts to ensure effective cost containment.

-Excellent organizational and management skills

-Proven ability to work under pressure, demonstrated problem solving, strong decision-making abilities and negotiation skills; able to multi-task and maintain positive attitude when dealing with difficult situations.

-Quality Assurance: ISO 9000 / 14000; QS 9000; TS16949 (Plan, Policies, Procedures, Instructions, Records), Safety and Training, Internal Audit, Continuous Improvement; ISO 14001:2015 Lead Auditor

-Possess sound business and financial acumen; exceptionally focused with a strong sense of urgency for customer needs, highly organized and efficient mindset with a down-to-earth management style that inspires and supports all levels of an organization with high energy and a passion for business success.

Career History:

APS Metal Industries inc, ontario, canada, aug 2021 - present

Leading manufacturer of precision metal fabrication with processes of fiber laser cutting, TIG welding, brake press forming, precision machining and surface finishing.

PLANT MANAGER

-Directing multiple departments, ensuring superior product quality and on-time delivery while aligning with customer specifications.

-Orchestrating equipment management, preparing insightful production reports and scheduling, guiding inventory control, and upholding stringent safety and compliance standards.

-Enhancing product quality and delivery timelines, maintaining strict adherence to customer requirements and specifications.

-Expertly managing equipment commissioning/decommissioning, driving equipment repair and preventive maintenance initiatives.

-Generating comprehensive production reports including Forecast, Capacity, and KPI analysis, while effectively controlling costs to achieve facility-wide EBIT and KPI goals.

-Interfacing with sales, CSR, and customers, adapting to evolving priorities, resolving complaints and returns.

-Dedication to continuous improvement is evident through my responsibility as the custodian of ISO documentations, driving positive transformations. This multifaceted strategy, combined with meticulous expense budget management, is facilitating efficient repairs, procurement of supplies, and delivery of services for the facility, all within a framework that emphasizes safety, environmental awareness, operational productivity and compliance with legal regulations.

-Handling of process safety and risk assessment projects underscores dedication to operational excellence and safety.

-Short- and long-range planning concerning the following areas: Manpower projections, adjusting staff for fluctuating work volumes; Skill development and operator training upgrades.

-Identifying and resolving capacity constraint issues; Materials supply and inventory; administration procedures for personnel, budgeting, purchasing etc; capital equipment requirement projections

Umicore Precious Metal Canada Inc, Ontario, Canada, May 2018 – Jul 2021

Leading supplier of precious metals products in grain, wire, sheet, and tube form and provides assaying and refining services for gold, silver, platinum and palladium.

Achievement: Successfully met on-time order delivery KPI of 98% and quality product return < 1%; CAPEX machineries replacement spending of $2M per year for continuous improvement of production process, resulting in productivity increase of over 30%

PLANT MANAGER

-Responsible for managing production operations such as reviewing production and operation reports with SAP to ensure optimal level of annual budgets, production cycle and costs, labour hours, and equipment is kept in good running order.

-Co-ordinate schedules between production and maintenance to ensure necessary repairs and services to production in a cost-effective manner to prevent business interruptions.

-Manage and modify production and inventory to maintain and strengthen operation profits through production cost and quality.

-Directing and leading reports, creation, and completion of regular reviews to develop human resources. Ability to coordinate manufacturing activities with all other operational functions of the organization and suppliers to improve organizational progression.

-Ensure all semi-finished product orders are delivered on time and within specification. Act as point person for investigation should any complaints or returns be received. This includes confirming mass balance of lots as per acceptable variation and that inventory control procedures are followed by establishing production, quality and cost control standards.

-Leadership role for strategic and tactical manufacturing planning, quality improvement, cost reductions, productivity and process improvements, equipment and automation development and growth and profitability

-Contribute to achievement of facility-wide goals including EBIT, KPIs, and adherence to standard procedures. Introduce new/revised policies to staff and ensure they are always followed.

-Adhering to all EHS and ISO requirements and arranging for any required instruction/training. Commissioning/decommissioning equipment and ensuring all legal and company requirements are met

EGR Group – International Sourcing Div., Jul 2011 – Apr 2018

Australian OEM and aftermarket automotive accessories and parts manufacturer; ~ 800 employees

Achievement: Successfully complete transfer of a multi-million dollar tier 1 automotive project for Mazda Australia from a New Zealand supplier to a Chinese supplier, lead the project team from source supplier, contract negotiation, sample development and testing, pilot run to mass production and shipment scheduling. The whole project took 3 years to complete.

ENGINEERING AND BUSINESS MANAGER

-Successfully transferred from R&D technology to final production of a troubled multi-million-dollar tier-one automotive project from New Zealand to China and saved total landed costing.

-Conduct engineering & design feasibility at start of projects, on going management for specific projects.

-Ensure new products fit into supplier production process, and new processes are developed according to the project requirement.

-Structure and guide supplier manufacturing process to achieve correct quality and repeatability.

-Schedule workload to enable best use of time to manage projects check points systematically.

-Source new suppliers and new product ranges for projects and company’s requirements.

-Liaise with all worldwide offices to coordinate on time delivery of all supplier orders - ensure delivery schedules of suppliers meet requirement.

-Overall leadership of project management team and deliverable, oversee supplier product development, quality and production schedule.

-Evaluate, identify, develop, and implement the necessary competencies and skills needed by the organization to ensure continuous improvement towards excellence in project delivery.

-Lead, motivate and develop people through customer focus, creating continuous opportunity for personal development and career progression.

-Familiar with statistical control tools such as FMEA (Failure mode and effects analysis), DOE (Design of Experiment) and SPC (Statistical process control) doing testing for the automotive parts.

Major kitchen and bathroom co. ltd, Jul 2010 – Jul 2011

Manufacturer of kitchen, closets, and vanity cabinets; ~200 employees

Reason for leaving: Health reason, the factory is in an undeveloped area with lots of dust and wood dust generated from the production workshop which caused sickness and cough for over 6 months.

Achievement: Successfully built-up advocated culture and organizational capability to support business growth and achieve operational efficiency. Developed individual department targets and action plan according to company annual strategic objectives; monitoring reports, KPI, finance performance measurement to increase productivity and efficiency. Initiated and adhere to strategic plans for Marketing, Finance, and Quality planning and maintaining product quality standards.

GENERAL MANAGER

-Provide the Board in a timely manner with, annual operating account, budgets and plans, proposed profit distribution and other report and plans required by the Board.

-Analyze operation plans, develops, and implements organizational policies and goals.

-Coordinate and directs efforts for Banking, Finance, Purchasing, Human Resources in support of combined operations.

-Analyze division or department budget requests to identify best decisions toward allocating budget.

-Interface with customer to guarantee product standards are maintained.

-Confer with administrative personnel and review activity, operating, and sales reports to determine changes in programs or operations required.

-Direct preparation of directive to division or department administrator outlining policy, program or operations changes to be implemented.

-Review and implement plans related to personnel, including contracts, reward and penalty policies, salary and bonus distribution, and organization implementation as approved by the Board.

-Gather requirements from clients to cross-check all monitor report and KPI are effective.

Ericko jewelry and accessories co. ltd, Jan 2009 – Jun 2010

Manufacturer of stainless steel and silver jewelry and ornaments; ~100 employees

Achievement: Successfully setup a new manufacturing facility for the group within the 18 months contract, purchased machinery, hired departmental managers and workers, setup purchasing/ manufacturing/ QC / shipping/ finance/ reporting system and procedure, provided better control of QA/QC and delivery to the group.

GENERAL MANAGER

-Developed, improved, and implemented manufacturing strategy in line with business requirement.

-safety protection to meet requirements stipulated by international and national institutions.

-Communicated and coordinated with customers, suppliers, local authorities, inter-group company and internal departments for manufacturing relevant issues.

-Prepares budgets, procedures, project, and training plans. Prepares employee performance reviews.

-Ensured production quality, long- and short-range manufacturing planning, annual business planning, budgeting, and capital planning.

-Production leadership of hiring and training of staff and working closely with other organizational departments to ensure business objectives are met.

-Improved plant’s capability, production, and service to meet customers or other branches demands.

-Strengthened plant internal culture, made good public relationships, and fostered a good and healthy company image.

-Negotiated 3rd Party Vendor contract terms, conditions, and pricing. Created accurate measurements of their productivity and efficiency in relation to their service delivery.

Ny Hang Manufacturing Co Ltd, Jul 2007 – Dec 2008

OEM Manufacturer of small appliances and auto parts; >2500 employees

Manufacturing process: injection moulding, assembling, welding, die casting, electroplating, etc

Achievement: Increased productivity by 30%, reduced workers overtime by 30%, reduced defect rate of shipment to customer by 1.5% to 1%; implement lean manufacturing, convert long assembly line to small groups to increase workers’ responsibility and product quality. Reason for leaving: Discontinue automotive division, reduction of orders.

GENERAL MANAGER

-Define and maintain operational policy and procedures. Define business strategy and align resources and priorities that are consistent with agreed upon business direction; achieve production plan and maintain high grade of quality performance; manage day to day tactical operations.

-Maintained and audit compliance to ISO9000, ISO14000 and TS16949 system.

-Resolved cross department conflicts to achieve production targets, align each department operation to company strategic plans.

-Supervised working teams to maintain efficient communication with customers and suppliers.

-Monitored the performance of supply chain and vendor sub-contracting.

-Reduced material lead-time and inventory stock by 50% which turns into working capital for the company.

-Monitored and coordinated the quality performance, implement internal quality auditing, document control, ensure complying to customer quality requirements.

-Worked closely with engineering team to transfer design into production according to schedule.

-Communicated company's vision, strategy and responsible for motivation, retention, and productivity of all staff members.

-Subcontract projects, negotiating, signing, and carrying out contracts with suppliers.

STD Systems Inc, Ontario, Canada, 2000 – 2007

Value added manufacturer and distributor of desktop and notebook computer systems; system integration and networking service; >500 employees.

Achievement: Successfully built a national wide sales and service network across Canada; Developed national accounts such as chain stores, federal government departments etc. Successful bid several federal and provincial governments standing offer tenders.

GENERAL MANAGER

-Built a nation-wide sales and service network of computer hardware and peripherals across Canada. Developed national accounts such as large corporations, chain stores/super stores, federal and provincial government departments etc. Successfully bid several large-scale governments standing offer tenders.

-Oversee, implement, and delegate responsibilities within the operation to ensure successful completion of timelines and quotas.

-Preparation and report monthly quarterly and yearly financial reports and statistics (profit and loss indicators) to shareholders and bankers.

-Liaison with accountant for final preparation of financial statements for corporate tax filing. Prepare and review tax computations for tax planning.

-Forecast trends within the marketplace to help co-ordinate business decisions within the department, as well as making recommendations for future endeavours.

-Manage customer service line for client inquiries. Creating metrics to measure deficiencies for proactive improvement.

-Ongoing supply chain management process improvement

-Review and implement effective and proper financial and operational controls within company policies.

-Monitor actual and budgeted performance, highlighting business opportunities and problems to shareholders.

-Achieve superior levels of performance measured by increased revenues, customers, and profits; improved productivity; lower operating costs; enhanced processes and procedures; better cash flow management.

STD Systems Inc, Ontario, Canada, 1993 – 2000

BRANCH MANAGER

Achievement: Setup 2 branch offices and develop regional customer base from scratch, select site address, hired local managers and staffs, develop intercompany logistic and system with head office, setup local assembly, testing and QC operation.

STD Systems Inc, Ontario, Canada, 1990 – 1993

PROJECT COORDINATOR

Achievement: Implement JIT systems for oversea purchases, successfully launched national and regional advertising campaign for products

Stackpole Ltd., Ontario, Canada, 1986 - 1990

Powdered-metal auto-parts manufacturer; >1500 employees.

Achievement: Successfully developed a high efficiency transmission oil pump for GM/Saturn and used in mass production.

DESIGN ENGINEER

-Developed a high efficiency transmission oil pump for GM and used in mass production.

-CAD (Computer Aided Design) of auto parts with computer simulation of performance analysis.

-Liaison with customer for the sample’s delivery and testing

-Coordinate with production department for final production process meeting customer delivery timeline.

Education

York University - MBA (Master of Business Administration): 1986-1990

Major in Finance, accounting, and marketing

University of Toronto – B.A.Sc. (Bachelor of Applied Science): 1982-1986

Major in Mechanical Engineering

Canadian Investment Funds Course 2023

Language

English, Fluent, oral, and written.

Cantonese, Native, oral, and written

Mandarin, Fluent oral and written.



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