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Customer Service Quality Assurance

Location:
New Caney, TX, 77357
Posted:
August 03, 2023

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Resume:

VIC SANTAMARIA

New Caney, TX ***** 281-***-**** adyo5h@r.postjobfree.com

Technology Program Manager who executes plans and optimizes processes for continuous improvement, quality and compliance

Program and project management professional with the discipline of an engineer who provides leadership, organization and coordination encompassing cost reduction, operations, financial integrity, safety, and resource allocation. Ensures all projects administered adhere to the best practices and standard approaches; manages change and promotes the continuous improvement of project management-related processes. Complete implementation of programs and subsequent training of end users, resulting in increased profitability and customer loyalty.

Program Team Leadership - Lead various teams and departments to achieve organizational goals; develops and trains employees to become valuable assets and advance in their respective careers. Inspirational leader who mentors and empowers employee success.

Engineering and Manufacturing Expertise – Unique combination of technical skills, business acumen, and team leadership. Knowledge of industrial coatings, sealants, engineering, and plant management.

Program Management – Leads cross-functional teams across multiple departments. Develops custom products to address customer process needs. Develops strategies to create new products, build relationships with key stakeholders, leads daily planning meetings, and conducts product launch.

Customer Relationship/Experience – Develops long-term relationships with both external customer and internal team members. Identifies areas of improvement to continue to upgrade the overall customer experience.

PROFESSIONAL EXPERIENCE

VSTM Consulting, LLC – New Caney, TX 2015 - Present

MANAGEMENT CONSULTANT & OWNER

Created integrated operating model strategies tailored specifically to clients' business goals, budgets, and available resources. Designed quality assurance and testing protocols for predefined customer hypotheses culminating into an accepted ISO Certification.

Spearheaded adoption of novel engineering processes, including brainstorming sessions, simulation and prototyping, resulting in a typical 20-30% reduced labor cost.

Reviewed specifications and technical manuals for compliance with ongoing operational goals and conformity to applicable regulations. Customers realized real growth of 15 - 20% per annum.

Century Industrial Coatings, Jacksonville, TX 2012 - 2015

TECHNICAL DIRECTOR

Managed implementation of new technological improvements resulting in increased efficiency. Served as primary decision-maker for internal technology spending, creating budget guidelines to reduce waste and decrease unnecessary upgrades. Monitored production operations for quality and compliance with standards. Presented budget and business planning proposals to senior leadership, advocating for junior personnel needs and segment wide business goals.

Developed suggestions for technical process improvements to optimize resources. Realized 10 - 15% profit growth

Reduced retention loss from 20% to 5% of sales.

Expanded lab, sales by 33%, with 25 - 30% sales and 35 - 40% profit growth.

VIC SANTAMARIA 281-***-**** adyo5h@r.postjobfree.com PAGE 2

CIMC / Direct Group – Kingwood, TX 2008 – 2012

VICE PRESIDENT OF OPERATIONS

Established and maintained productive working relationships with staff to resolve operational difficulties and to promote interdisciplinary, collaborative approach to customer service provision.

Fostered procedural improvements through leadership on implementation of the Syteline ERP System.

Defined strategic goals and worked with teams, departments, technology, and processes to align systems to targets. Applied problem solving, process development and strategic implementation skills to lead and support all areas of operations affecting three plants in China and three plants in the USA.

Increased company profits through performance optimization strategies and efficiency improvements focused on OEM chassis, containers, and trailers.

Yenkin - Majestic Paint Corp. – Columbus, OH 2002 – 2008

VICE PRESIDENT OF TECHNOLOGY

Applied emerging technology knowledge to achieve key business objectives affecting consumer and industrial coatings, and resins. Collaborated with management teams to plan, develop, coordinate, and execute technical strategies aligned to client's vision, mission, and purpose. Specified quality requirements of raw materials with suppliers. Implemented new quality assurance and customer service standards. Implemented ISO 9000 quality systems, defining business practices, leading to certification and better business practices. Designed improvements to equipment to optimize worker productivity.

Identified problems and recommended new processes to improve efficiency and reduce costs.

EDUCATION

Master of Science: Polymer Science Cleveland State University Cleveland, OH

Bachelor of Science: Chemistry, Mathematics, & Chemical Engineering

Cleveland State University Cleveland, OH

PROFESSIONAL AFFILIATIONS

Society of Manufacturing Engineers (Certified Finishing Engineer)

Steel Structure Painting Council - National Association of Corrosion Engineers

American Coatings Association - Chemical Coaters Association

CORE COMPETENCIES

Project Development & Life Cycle - Strategic Planning - Management Information Systems - P&L

Supply Chain Management - Risk Analysis & Management - Business Development - OEMs

Cost Reduction Strategies - Operations Management - Lean Manufacturing & Quality Systems

Budgeting - Team Leadership & Mentoring - Logistics - Vendor Relations



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