Customer Service Manager

Pauline Egan

Frederick, MD *****

919-***-**** ● ************@*****.***

PROFESSIONAL SUMMARY

Results-driven supply chain professional with 20 years of experience in supply and demand planning/scheduling, procurement, forecasting, customer service, and project management in highly innovative industries.

High energy and self-motivated project manager with a proven track record to lead projects and teams with minimal direction in a high pressure, fast paced time sensitive environment.

Possesses excellent analytical and problem-solving skills with the ability to see big picture solutions, without losing focus on the details, and follow through.

EDUCATION

San Jose State University ● B.A. Business Management

PROFESSIONAL EXPERIENCE

ATI Industrial Automation ● Apex, NC - 2008-2019

(ATI-IA is the world-leading engineering-based developer of robotic accessories and robot arm tooling)

Employee Training Specialist for Start-Up of Satellite Facility in China: Feb. 2019-June 2019

Coached personnel on production growth plan, and prepared and administered training modules for new start-up of satellite manufacturing facility in Beijing, China.

Training resulted in a successful and smooth transition to manufacturing and shipping directly within China.

Reported on process and gaps to company Chief Operating Officer (COO) to facilitate process improvements for ongoing success of manufacturing in China.

Trained personnel on all elements of the supply chain process for robotics tool changers, including: quoting of sales orders, customer service, order entry, planning/scheduling production floor, forecasting, purchasing, work order release to manufacturing floor, receiving, inventory control, and shipping.

Production Planning Manager: 2012-Jan. 2019

Reported directly to the COO while directing and overseeing all production control activities related to delivering robotic industrial products from design to shipment through discrete, and job shop manufacturing, forecasting, and continuous process improvements.

Led the expansion of the Planning Department from 3 to 10 planners, including an RMA administrator, while in a growth period in sales of over 700%.

Achieved an on-time delivery rate of 98% or greater, and a reduction in inventory cost by 10 plus percent during an unprecedented growth period.

Created and established organization process standards, KPIs, and communication tools, resulting in a recognized high-performance planning team within ATI, and reduced standard lead time by 25%.

Developed and lead several process maps meetings that included all stakeholders within the process, completed gap analyses leading to increasing efficiencies within processes.

Worked closely with purchasing department and vendors focusing on product availability, and analyzed excess and slow-moving inventory to implement corrective action when appropriate.

Founding member of the Lean Steering Committee focused on setting guidelines for company Lean Initiative as Lean concepts were implemented.

Created first standardized Lean Playbook for all departments to use as their standard on their lean journey.

Approved Engineering Change Orders (ECO), reviewed impact to supply chain, and assigned follow up action items as needed.

Maintained staff by recruiting, creating job descriptions, selecting, orienting, training employees, and developing personal growth opportunities for planning staff.

Production Planner/Scheduler: 2008-2012

Created work orders while interfacing with engineering design team, purchasing department, vendors, and manufacturing to assure material availability and production capacity.

Implemented production work order forecast based on sales forecast, inventory history usage, and capacity to assure adequate stock for shelf orders and configured modules.

Determined production priorities based on master production schedule and customer requirements while resolving issues and expediting orders.

Provided lead time quotes to sales requests for configured designs and program orders.

Kulicke & Soffa ● San Jose, CA

Global Direct Demand Planner: 2004 - 2006

Scheduled worldwide orders from design to shipment focusing on optimizing factory loading to enable optimization between factories, leveraging low cycle time and low-cost options to maximize market share and profits.

Resolved manufacturing issues with customer requests and guided production control to focus on maximizing resources to guarantee on time delivery and customer satisfaction.

Hewlett Packard ● Cupertino, CA

Order Manager: 2002-2004

Managed major accounts and was responsible for all phases of order tracking, from initial customer placement of order at retailer, through factory build, and final delivery to customer, and aftercare.

TRAININGS AND CERTIFICATIONS

APICS – CSPC Certified (Certified Supply Chain Professional)

Gallup - Creating an Engaging Workplace, Clifton Strengths Discovery, Turn your Talents into Strengths, Leading High-Performance Teams

Lean Yellow Belt Certified – working on Green Belt

COMPUTER SKILLS

Microsoft Office, SAP, Oracle, Access, SharePoint Intuitive, and Inventive.

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