Tool Room Operations & Service Leader

Todd J. Moen

*** ******* ****** *******, *********. 54901 920-***-****

http://www.linkedin.com/in/toddjmoen *******@*****.*** Strong energetic, customer-focused, and hands-on leader with extensive experience in increasing customer loyalty and repeat visits, managing daily site operations, and coaching high-performing teams. Proven track record of fostering positive work environments, maintaining operational standards, and exceeding sales as well as service goals. Adept at technical & mechanical problem-solving, inventory control, and delivering a contagious, customer first mindset. Unwavering composure and commitment to building long-term value for local customers and team members alike.

● Relationship Building

● Strategic / Critical Thinker

● Management Team Builder

● Analytical Problem Solver

● Process / Continuous Improvement

● Networking / Marketing

● Training / Mentoring / Development

● Customer Service Management

Professional Experience and Accomplishments

Used Treads Tire store LLC Neenah, WI May 2026 – June 2026 Service writer/ Tire sales

-Work with customers to determine vehicle issues, using discovery questions, interpreting their concerns and needs to write the service work order.

-Work with customers to discover their tire needs, educating them on tire sizes and availability (used vs. new tires for their vehicle or after market rims they may have).

-Maintained composure and delivered extraordinary customer service during high-pressure, work environments.

-Ensure all daily operational functions are completed, work orders, inventory, and sales accounts.

-Optimize appointments, schedules, follow up on missed appointments, follow up with customers after service.

-Work with technicians to communicate their findings to the customer.

-Work with the customer to assure their understanding of any safety issues discovered during inspection.

-Work as a team to exceed office performance goals, sales, customer calls and to achieve operational efficiency. Goodwill Industries NCW Neenah, WI December 2024 – May 2026 Customer Experience Team Lead/ Store Supervisor

-Provide day to day leadership to staff, ensuring the highest customer care experience possible.

-Teach staff to provide empathy and compassion to assure positive customer interactions.

-Teach organizational core values, purpose first, along with mission driven success metrics regarding dollar donations and 1.5% round up .

-Delegate merchandising tasks, field questions from staff, job participants, donors, customers and any customer complaints.

-Provide individualized coaching and feedback to individuals facing employment barriers or diverse abilities.

-Drive store sales by supporting and leading production.

-Utilize financial reports and metrics to analyze and dive sales results along with charitable contributions through Round up and Good Points sign ups (Goodwill NCW specific metrics).

-Complete required tasks and paperwork within established timelines (scheduling, sales, productivity, programs and services, overall safety and asset protection).

-Assist in the maintenance of Goodwill assets including overall buildings/ grounds, all merchandising fixtures, signage, parking facilities.

Reynolds Consumer Products (Presto) Appleton, WI May 2023 – October 2024 Quality Control Technician

-Responsible for quality checks and approval of consumer products from the production line.

-Manage non-conformance product production and quality holds and perform back checks as needed.

-Responsible for conveying any improvements needed, to the machine operators, to bring non-conformance products back into correct customer specifications.

-Participate in building relationships with machine operators.

-Participate in improvement initiatives and projects, as directed by the Quality Manager.

-Lead by example in all quality processes and procedures.

-Responsible for following quality inspection procedures, communicating trends to the Quality Analysts. MCC (Multi Color Corp.) Neenah, WI September 2022 – February 2023 Quality Control Technician

-Formally known as WS Packaging Group

-Responsible for the approval of labels and processes prior to press run ie color, size, substrate, special instructions.

-Responsible for assembling, filing and updating color tolerance folders, color consistency files, pulling clear overlays prior to press run, etc.

-Participate in improvement initiatives and projects, lead by example in all quality processes and procedures.

-Responsible for following press and procedures, making sure process and procedure are being followed during audits and communicating discrepancies to the management teams.

-Manage non-conformance product procedure and quality holds.

-Provide training on new quality processes and best practices. Amcor - Oshkosh, WI (Cadre Services)June 2021 – September 2022 Customer Service Representative

-Maintain and actively utilize SAP and Data3 to manage customer orders, ship dates, and quality concerns to meet and exceed customers expectations.

-Manage minimum and maximum inventory programs.

-Manage vendor managed inventory.

-Enter and manage non-conformances (QM), collaborating with other team members across departments to assure the QM is correctly compiled and completed in a timely fashion.

-Identify and communicate Continuous Improvement opportunities.

-Understanding production flow to assure any changes don’t affect customer satisfaction.

-Manage and align resources to meet or exceed customers needs. Crown Cork & Seal - Oshkosh, WI February 2020 – June 2021 Quality Control Technician

-Understanding production flow through quality inspections and identifying any quality problems.

-Identifying trends and correcting the trends to maintain high quality within the plant.

-Communication between all employees, shifts and management, to ensure a quality product is produced through inspections and testing. Addressing any food safety issues per FDA, BRC and SQF regulations.

-Responsible for quality across all operations and all processes of production.

-Worked with the Quality Manager to maintain all Gauges, Computers, SOPs, AQL’s, and Between Factory claims. Takeda – Shire Biotechnology/Pharmaceuticals September 2018 – December 2019 Quality Control Manager Trainee at BioLife

-Oversaw the general management of employees assigned to the production areas.

-Monitored center training to ensure completion of cross-training and annual re-certification trainings are completed.

-Reviewed SOP, Quality Control Records, Performed Quality Audits, with constructive feedback.

-Work with outside Auditors, FDA, CLIA.

-Coordinated new employee orientation and participated in the hiring process.

-Managed the production area, to motivate employees in meeting their performance goals to comply with FDA, company quality standards and procedures.

-Managed escalated donor/employee concerns.

-Taught, Trained, and Mentored, hourly staff on operational metrics, safety regulations, and customer service concerns as well as identified opportunities for continuous improvement.

-Managed 11 quality systems and all procedures of a plasma center and staff. Monitoring all center systems and staff activities to ensure source plasma collection is performed consistently according to current Good Manufacturing Practices (cGMP), Shire Quality System, and other applicable regulatory systems (FDA (Food & Drug Administration), EMA (European Medicines Agency), CLIA (Clinical Laboratory Improvement Amendments) for a plasmapheresis center.

Alta Resources – Neenah, WI August 2013 – September 2018 Industrial Sales / E-commerce Sales Analyst / Account Management / Licensed Insurance Sales Agent

-Reported on and managed $22MM of $100MM Energizer Account Management focused on pricing, stock and process improvements to increase sales and share growth of 100MM total 5 person sales team.

-Worked with customers exploring their needs to find the correct solution.

-Monitored weekly orders for accuracy and informed customers of any changes needing to be made.

-Reported on and managed $45MM Edgewell Amazon E-commerce business, focused on pricing, process improvements to increase sales and share growth, also market pricing to ensure item and overall portfolio profitability.

-Monitored trends in marketing/advertising/couponing within and external (competitors)

-Managed $10 Million KIWI & Meltonian shoe care business, exceeded first year goals by 12%.

-Analyzed customer stock to suggest top product mix of top ranking KIWI products.

-Developed and improved procedural SOP for KIWI sales representative/account manager role.

-Developed shipping SOP with SCJ corporate top level management reducing shipping inefficiency and damage of KIWI products.

-Advised, Taught, Educated and sold clients in three BCBS insurance states, suiting clients immediate and future needs according to the new Affordable Health Care Insurance Act government guidelines.

-Achieved sales rank was 30th of 120-person sales team.

-Produced, Processed and Managed confidential Blue Cross Blue Shield Insurance documents as a Fiduciary. EAA Experimental Aircraft Association – Oshkosh, WI July – August 2013 Air Venture 2013 Photo Archival Specialist

-Coordinated assignments with Photographers, also managed, sorted and archived photos for EAA publications. Charter Communications – Fond Du Lac, WI April - June 2013 Billing Advisor Trainee April

-Learned call center workflow and how to better service Charter customer needs, also qualifying customer for additional sales.

Valley Popcorn Company – Neenah, WI March 2012 – April 2013 Customer Service Management / Sales Representative

-Collaborated with peers, vendors, customers, owners, route drivers, production and logistics to improve process and workflow to consistently meet performance benchmarks of quality and production needs.

-Established new customers while out on other sales calls to increase future sales.

-Responding and attending to customers’ needs, achieving increased customer satisfaction, teaching and mentoring staff.

-Achieved organizational goals by accepting ownership of ongoing, new and different requests; while exploring opportunities to add value and improve the production process.

-Monitored food safety regulations per FDA, BRC and SQF guidelines. Miles Kimball – Oshkosh, WI September 2011 – January 2012 Letterpress and Heat Foil Production

-Mastered operation of 1912 Heidelberg Letterpress and Heat Foil used in production.

-Exceeded production and quality by examining the process and improving the standards and teaching others. Milwaukee PC – Oshkosh, Janesville, Green Bay, WI February 2000 – May 2012 Branch Manager / Assistant Manager

-Exceeded the owner's expectations managing / growing stores; Janesville 12%, Green Bay 7% and Oshkosh #1/22

(Asst. Mgr). Accomplished user of Microsoft Office Suite.

-Managed all aspects of running a retail store, growth strategies, P&L, operating costs, hiring, training, mentoring, schedules, inventory, pricing, sales, call coaching, customer satisfaction, Bidding Jobs, Building computers, process control.

-Managed the operating and capital budgets to maximize branch profitability and target sales agenda returning two stores as profit centers and the Oshkosh store as the number in sales out of a 26 store field.

-Developed a warm inviting and friendly environment for customer interaction and customer management.

-Developed a process to Interview, select, train, mentor and supervise store personnel to optimize the correct personnel following the procedures and policies put in place.

-Analyze market and customer needs building computers to suit their needs, developing a process to assist in reorders and future stock needs.

-Retention of employees, developed and implemented a benefit plan helping employees purchase computers.

-Managed store SOP writing and files for running an entire profitable retail store.

-Computer Repair and Production over seeing the process improving time and quality assurance. Average monthly net repair billing $10,000.

-Data Recovery / back up for confidential Insurance, Financial Personal/ Business and sensitive Criminal files as a fiduciary.

Quad Graphics Lomira, WI December 1988 – February 2000 Press / Color / Pre-Press / Multi Task / Cross Training & Trainer / Pre-Press scheduling lead / SOP writing & teaching Volunteer and Community Involvement

● United Way Champion/Lead 2016 - 2018

● Habitat for Humanity Oshkosh, WI 2011

● Day by Day Warming Shelter Oshkosh, WI 2010 - 2012

● Boston Terrier Rescue of Wisconsin 2008 - 2015

● Church Community Oshkosh, WI 1996 - 2008

● Historic Jackson Street Vision 1995 - 2006

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