Customer Support Continuous Improvement

https://www.linkedin.com/in/jeremy-edmondson-*****175/

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JEREMY EDMONDSON

OBJECTIVE

Results-driven Director of Operations with a proven track record in leveraging lean methodologies and advanced technologies. Proficient in reducing costs, streamlining operations, and enhancing productivity. Adept at leading cross-functional teams and driving process optimization initiatives. Experienced in blending strategic vision, and hands-on execution to deliver measurable improvements in efficiency and performance. Known for assertive leadership style, unwavering enthusiasm, and exceptional work ethic. Devoted to achieving excellence in every aspect of operations management.

PROFESSIONAL ACHIEVEMENTS

DIRECTOR OF OPERATIONS

DORSETT CONTROLS

Apr. 2023 - Present

Developed and executed strategic initiatives that resulted in a 15% increase in company growth, and an 18% improvement in asset productivity.

Created and implemented cost-reduction policies that decreased operational costs by 12% and improved customer support metrics by 20% through enhanced service protocols and technological upgrades.

Collaborated with HR to develop comprehensive job descriptions and hired top talent, leading to a 10% reduction in turnover and a 25% increase in team productivity through targeted training programs.

Monitored and optimized revenue margins, resulting in a 5% increase in net profit margins, while successfully executing long-term strategic plans aligned with organizational goals.

Managed and optimized value stream processes, achieving a 15% improvement in operational efficiency and a 10% reduction in cycle time through continuous process refinement.

Established and tracked key performance indicators (KPIs), driving a 20% improvement in overall performance metrics through targeted improvement plans.

Led and mentored cross-functional teams in lean and continuous improvement methodologies, resulting in a 25% reduction in waste and a 15% improvement in process efficiency.

Directed multi-site operations, fostering a unified operational strategy that led to a 10% increase in cross-site collaboration and a 20% improvement in resource utilization.

DIRECTOR OF OPERATIONS

SUNLIGHT BATTERIES

Sep. 2021 – Mar. 2023

Established comprehensive metrics and guidelines that led to a 20% improvement in overall operational efficiency by identifying and capitalizing on key improvement opportunities.

Oversaw departmental operations, achieving a 17% average increase in KPI performance across all departments through targeted optimization strategies

Streamlined business workflows, reducing non-value-added activities by 25% and increasing value-added productivity by 20% through lean process redesigns.

Enhanced customer support processes, resulting in a 22% increase in customer satisfaction scores and a 15% reduction in response times.

Instituted leadership standards that fostered a culture of excellence, contributing to a 20% increase in employee engagement and a 10% decrease in turnover.

Led continuous improvement events that reduced manufacturing waste by 25% and improved workplace safety metrics by 15%, driving customer-focused operational enhancements.

Coached and developed leadership and process skills across the workforce, resulting in a 10% improvement in problem-solving effectiveness and a 15% increase in team performance against set goals.

Collaborated with supply chains to maintain performance adherence, achieving a 95% on-time delivery rate and reducing supply chain disruptions 1%.

OPERATIONAL EXCELLENCE MANAGER

ENERSYS

Nov. 2015- Sep. 2021

Planned and facilitated over 20 Kaizen workshops per year, resulting in a 20% improvement in manufacturing efficiency and a 25% increase in overall operational effectiveness.

Acted as a pivotal change agent, effectively bridging communication between hourly employees and corporate management, leading to the successful implementation of Lean initiatives that reduced waste by 20%.

Leveraged deep familiarity with Toyota Production Systems (TPS) and Preventive Maintenance (PM) programs to streamline processes, resulting in a 15% reduction in downtime and a 10% increase in production reliability.

Trained over 200 employees at all organizational levels in lean manufacturing methodologies, resulting in a 30% increase in the adoption of lean practices and a significant improvement in operational metrics.

MANUFACTURING MANAGER

ENERSYS

Oct. 2013- Nov. 2015

Led a team of 196 direct reports, including 6 supervisors, improving team productivity by 20% through strategic leadership and effective delegation.

Successfully managed production operations, achieving a 98% on-time delivery rate by optimizing workflow processes and improving cross-functional coordination.

SKILLS

Six Sigma Black Belt

Lean Certification

Experience in Value stream mapping (VSM), 5S, A3, PDCA, 5 Why, and root cause analysis

Shown effectiveness in change agent abilities

Dale Carnegie Leadership

John Maxwell Leadership Training

Experienced in Smartsheet

Working knowledge with Toyota Production Systems

Certified Procore Administrator

Proficient in Microsoft

EDUCATION

BACHELOR OF SCIENCE (BS), OPERATIONS MANAGEMENT

MASTER IN BUSINESS ADMINISTRATION (MBA)

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