Supply Chain Vice President

ANDRE MURADYAN

Irvine, CA 714-***-**** *****.********@*****.*** linkedin.com/in/andre-muradyan

VICE PRESIDENT OF SUPPLY CHAIN MANAGEMENT

Experienced and results-driven operations executive with an MBA degree, offering extensive leadership skills and a proven track record of achieving business growth and profitability. Skilled in delivering innovative solutions that improve processes, increase efficiency, productivity, and quality while reducing costs across the computer and technology services, consumer electronics, avionics/aerospace, and technology startup industries. Demonstrated expertise in operations, supply chain, logistics, technical service and support, customer experience management, quality assurance, and manufacturing.

CORE COMPETENCES

•SCM: Global supply chain, procurement, outsourcing, distribution, business planning and reverse logistics

•Global Manufacturing and Sourcing: US, Japan, China, Taiwan, Philippines, Malaysia, and Mexico

•Vendor Management: Contract negotiations (ODM manufacturers, freight carriers, call centers, and 3PL service providers)

•Logistics: Logistics in US and international markets (China, Taiwan, Mexico, Canada, Australia)

•Service Delivery Management: Repair centers, authorized service providers, call centers, service parts

•VOC Initiatives: Customer surveys, Net Promoter Score methodology, industry surveys

•ERP Systems: Oracle and SAP implementation experience

•Manufacturing Systems: Six Sigma Black Belt, Lean Manufacturing, Continuous Improvement, TOPS, New Product Introduction

•QA Systems: ISO-9001, ISO-14001, IPC-A-610, Mil-Q-9858, TQM, Q101, SGA, Kaizen

•Support Systems Management: Global Entitlement DB, Warranty Claims, Part Orders, Repair Orders

•Quality and Service Reporting Management: KPI (Key Performance Indicators), DOA, TAT, BO, AHT, FCL, historical data analysis

•Field Quality Issues Management: Customer interface, escalations, root cause analysis, test and evaluation, and final resolution

•Support Website Management: Downloads, bulletins, FAQs, how-to videos, troubleshooting assistant, virtual help desk

•Support Side of Social Media Management: Forums, Facebook, Twitter, and Amazon and Best Buy reviews

SELECT ACHIEVEMENTS

OPERATIONS

•Successfully re-negotiated freight carrier contracts despite a challenging logistics period marked by the Covid-19 pandemic and high inflation rates, resulting in minimal rate increases despite carriers having a strong bargaining position.

•Led a successful logistics project in cooperation with factories and packaging designers, reducing freight costs by 15% through optimized pallet and parcel packing methods and implementation of minimum order quantities.

•Effectively introduced and executed the highly regarded IQR (Inventory Quality Ratio) methodology at Toshiba's warranty services warehouse, achieving a 25% decrease in overall spare parts inventory levels.

TECHNICAL SERVICE AND SUPPORT

•Successfully implemented a strategic plan that integrated customer support operations across Toshiba's TV and PC divisions, resulting in significant cost savings of over $5 million annually through optimized shared services, resources, and systems.

•Working with IT organization conceptualized, developed, and launched highly successful online Self-Service applications, including SWFF ordering (annual savings of $600K), CRU parts troubleshooting and ordering (annual savings of $2.4M), and depot repair ordering (annual savings of $1.1M), delivering substantial value to the business.

•Directed the development and launch of Toshiba's tClaim system, a cutting-edge online platform for warranty claims processing and parts ordering, resulting in an annual cost savings of $1.8 million.

•Partnered with noHold technology company to deploy an innovative Virtual Help Desk solution using their AI platform, resulting in a cost savings of $90K per month through reduced call volume.

•Established an online out-of-warranty repair enterprise utilizing a third-party, resulting in a monthly revenue growth of $25,000.

QUALITY/MANUFACTURING

•Overhauled and administered the ISO 9001 Quality Management System for Toshiba's MFG Division, improving efficiency.

•Implemented ISO 14001 Environmental Management System for Toshiba's MFG Division, exhibiting sustainability leadership.

•Received Toshiba’s highest Six Sigma award “Toshiba Presidents Award” in recognition of “Customer Satisfaction Improvement Mega Project” which resulted in improving PC Magazine’s Reader’s Award grade from “C” to “A” beating all competitors.

•Successfully executed the implementation of a tracking and monitoring process, resulting in a significant improvement in Toshiba's Better Business Bureau (BBB) rating to an impressive 'AAA' status within a mere 6-month period.

SOCIAL MEDIA

•Member of Toshiba’s Social Media Management Team helped create/manage cross-functional Social Media organization.

•Launched 200K+ member Toshiba Forums peer support community using Lithium Technologies’ Forums SaaS based application.

•Successfully launched and managed the customer support aspects of Toshiba's social media presence, including Toshiba Forums, Facebook, Twitter, and review sites such as Amazon and BestBuy.

•Successfully implemented a SaaS solution for Toshiba's social customer care operations utilizing Lithium Social Web platform.

ANDRE MURADYAN *****.********@*****.*** Page 2

PROFESSIONAL EXPERIENCE

OpTech Innovations, Irvine, CA Oct 2022 - present

Founder and CEO

As Founder and CEO of OpTech Innovations, I lead a dynamic business management services firm dedicated to optimizing operational efficiency. Specializing in the seamless integration of top-tier processes, skilled professionals, and cutting-edge technology, we empower businesses to focus on expansion while entrusting us with the orchestration of operational excellence.

6peas, Inc., Long Beach, CA Nov 2023 – May 2024

Interim COO

As Interim COO for a last-mile logistics startup, I drove operational scaling and optimization, leading to a 29% revenue increase in six months. I improved customer service, data support, process efficiency, and system management, ensuring sustained growth and strategic positioning.

Dynabook (Formerly Toshiba PC Company), Irvine, CA Aug 2018 - Oct 2022

Vice President, Operations

Led Operations, Supply Chain Management, Logistics, and Customer Service organizations for a leading Information Technology and Services company providing cutting-edge computing solutions and support to a diverse range of professionals and industries across North America, including the public sector, education, corporate, and small to medium-sized businesses.

•Collaborated with the IT team and led the Operations team to successfully implement and transition from the Oracle to SAP ERP system within a remarkable timeframe of 4 months, compared to the industry average of 12 months.

•Helped Business Planning team and successfully reengineered financial accruals methods and processes for logistics, warehousing, distribution, and warranty spend to proactively mitigate financial risks and drive profitable business outcomes.

•Reorganized logistics group and processes to mitigate domestic/international cost increases due to Covid-19 situation.

•Developed favorable relationships with key vendors through formation of long-term relations and consistent communications.

•Restructured phone support services and renegotiated with phone support provider and achieved $28K per month savings.

Toshiba America Information Systems, Inc., Irvine, CA Jun 2007 - Aug 2018

Director, Technical Service and Support

Led Service Engineering, Online Support Engineering, Support Systems Engineering, and Support Social Media teams, ensuring the delivery of high-quality products and services. Oversaw product and field quality responsibilities and directed the operations of the support website, reverse logistics, service parts, and authorized service provider network for a leading PC company recognized for its innovative products, including the creation of the world's first mass-marketed laptop computer.

•Successfully incorporated the Net Promoter Score (NPS) methodology at Toshiba, a widely recognized metric for measuring customer loyalty and satisfaction, and reengineered reporting processes to embody customers' feedback.

•Collaborated with the Sales VP and Account Executives to identify multiple sales opportunities using warranty historical data, resulting in new insights on individual sales cycles of existing customers.

Toshiba America Information Systems, Inc., Irvine, CA Jun 2001 - Jun 2007

Director, Quality and Customer Experience

•Influential in rolling out of Six Sigma methodologies, and actively participated in multiple successful projects in manufacturing, quality, and customer service departments.

•Spearheaded the establishment of corporate Voice of Customer (VOC) initiatives and executed process improvement strategies aimed at improving customer satisfaction and reducing costs.

ADDITIONAL RELEVANT EXPERIENCE

Toshiba America Information Systems, Inc. Director, Quality

Led QA operations in the production of 8 million laptops for the US and Latin American markets. Facilitated the establishment of a system board Surface-Mount Technology (SMT) line and received recognition as the first-place winner in a global competition.

Loral Aeronutronic Sr Manufacturing and Quality Engineering Specialist Systems and Mechanical Engineering Support

Ford Aerospace & Communications Corporation Senior Manufacturing Engineer Electrical and Mechanical Assembly and Test

EDUCATION

Master of Business Administration (MBA) Pepperdine University, Malibu, CA

Bachelor of Science in Electrical and Electronics Engineering (BSEE) California Polytechnic University, Pomona, CA

ANDRE MURADYAN *****.********@*****.*** Page 3

INDUSTRY SEGMENTS

STARTUP (Technology) Last Mile Logistics

B2B (Business Electronics) Computer and Technology Services

B2C (Consumer Electronics) Computers, Tablets, Televisions, Digital Cameras, HDDs, Blu-ray Players, Soundbar and Audio Products

Government (Military Avionics and Aerospace) Missiles and Targeting Systems

MICROSOFT OFFICE

Word Excel PowerPoint Outlook

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