Customer Service Manager

Jesse L. Santana

**** ********** *** • Rancho Cucamonga, CA 91739 • 909-***-****

*********@*****.***, http://www.linkedin.com/in/jessesantana

SUMMARY OF QUALIFICATIONS

Operations Management

Supervise and run the day-to-day operations. Establishment of systems, metrics and controls for the execution of Manufacturing activities such as Productivity (efficiency, scrap, labor, resources, and schedule adherence), Quality (defects, exceptions, and complaints) and Human Resources (motivation, absenteeism, interpersonal conflicts, and people development). Leader of initiatives to maintain a continuous improvement environment around the Manufacturing operations and the implementation and innovating of lean manufacturing, and 5s to reduce waste, increase productivity, quality and safety. Control and execute production schedule and work with support departments to set up actions when they are not achieved. Keep registers and trending about schedule adherence process. Identify, communicate and work on issues in good timing to avoid impact in production schedule and/or operations. Assign workers to work stations to meet production requirements and insure specifications, cGMPs and cGLPs are followed. In depth knowledge of manufacturing systems, operations and work centers. Interpret process specifications and follow quality procedures to identify and address Regulatory and Operational issues. Monitor production and adjust work assignments, supply of material, and machine operation when necessary. Coordinate with different support areas of the organization (Supply Chain, Quality, Maintenance). Maintain records and controls for on line process indicators. Identify opportunities that could affect the process and the global operation. Define, evaluate and change procedures for a process according to regulations, internal and corporate procedures and company's specifications and policies. Work closely with Maintenance Team to set up the right procedures and activities to assure world class equipment availability indicators and a clean and safety environment. Work closely with Quality and Supply Chain Teams to assure and coordinate all manufacturing activities are within regulatory requirements and customer needs. Maintain an appropriate labor-management relationship with subordinates. Show respect and sensitivity for cultural differences; and promote a harassment-free environment. Insure GMP's, and any EHS requirements are followed in areas of responsibility. Conduct root cause analysis and investigations to address quality or productivity issues. Coach personnel to create and improve culture in the floor. Support General Plant and Company strategies by establishing processes, goals and targets aligned with them.

PROFESSIONAL EXPERIENCE

HILL’S PET NUTRITION, INC., a global division of Colgate-Palmolive, Commerce, CA, • 2007 – 2011

Operations Team Leader/Operating Departments Manager

Lead the Processing, Packaging, Warehouse, Batching, Materiel Services and Maintenance departments to accomplish business objectives - to produce Science Diet dry products for domestic and international customers, based on Good Manufacturing Practices. Daily focus on Safety, Quality, Production, Financial Objectives, Warehouse, Maintenance, Operational Budget, Food Safety, Raw Material Inventory, Rail Cargo Operations, Continuous Improvement and Employee Relations. Managed 1 direct report and 62 indirect reports.

Selected Highlights:

• Contributed to superior operational budget results – savings of $955K.

• Implemented an Energy Reduction Program, which saved over $120K.

• Performed inventory of raw materials, which yielded a 99.9% accuracy rate.

• Achieved Operating Machine Efficiency of 95%.

• Reduced Quality Microbial suspects by 57%.

• Reduced equipment changeover average by 39%.

• Reduced Japan’s customer complaints by 23%.

• Developed, coordinated and implemented a yearly training plan for operators to learn and certify in 3 pieces of equipment.

COLGATE-PALMOLIVE (CP), Morristown, NJ

Operations Supervisor, • 2006-2007

Lead the Mennen Antiperspirant stick and deodorant, and gel operations, on a 24/7 basis, which supported orders for North America, Latin America, Europe, and Asia. Managed 7 production and 6 base assembly finishing lines with an annual volume of 23MM and 265 active SKUs, and the implementation of the following systems: EOHS, Customer Service, Regulatory Compliance, Fund the Growth and Communication to our employees. Managed 2 direct report and 99 indirect reports.

Cont’d.

Jesse L. Santana • *********@*****.*** • PAGE TWO

Selected Highlights:

• Lead a cross functional team in the development and implementation of the Safety Start-up Inspection Program.

• Exceeded budget volume for 4 consecutive months.

• Exceeded budget production volume by 24.1%.

• Exceeded plant’s average case per day by 2K cases.

• Launched 39 new SKUs.

• Achieved 99.99% case fill for new product.

• Contributed to the Personal Care Product Division’s margin improvement of 3.1%.

• Exceeded Cost per Case goal by $0.03.

• Reduced material losses by $0.02.

• Reduced Plant’s Temp Labor Cost by $0.02

• Reduced OT by $0.03.

• Reduced material losses by .30% and overall losses by .40%.

• Launched conversion from LSSID base to AP SOY base with a US savings of $900M and a global savings of $1,5M.

• Co-lead the implementation of the CP-11 case recycle program with a savings of $400M.

• Reduced Quality non-conformances by 20%.

• Supported implementation of a Preventive Maintenance program.

• Updated Standard Operating Procedures ahead of schedule, including training of team.

• Lead cross functional team in the consolidation of job aids and 1 point lesson (300 documents) into 40 SOPs to be able to operate, troubleshoot, changeover and PM department’s equipment.

• Supported the launch of the Operator Technician III (liquid skid operations certification) program.

• Delivered 99% finishing line documentation accuracy (Mar – May yield 100%).

• In partnership with US Packaging Engineering reduced grid seal leakage to less than 5%.

• Launched Finance and Production Technician teams’ partnership with Global Supply Chain Engineering.

COLGATE-PALMOLIVE (CP), Cambridge, OH

Area Leader, • 2001-2006

Lead Heavy Detergent Liquid production Areas 23, 45 and Injection Molding, including bottle blow molding (high density polyethylene), caps (polypropylene) and spouts (high density polyethylene) operations in a High Performance Work System using a high-speed fill-seal environment and developing collaborative partnerships with CP colleagues on a 24/7 basis. Managed the following systems: EOHS, Quality, Customer Service, Daily Production Schedule Adherence, and Labor Relations. Managed an operating budget of $11.1M. Managed 65 direct reports.

Selected Highlights:

• Exceeded Asset Utilization goals for 4 consecutive years and increased the areas’ throughput by 25%.

• Lead area with shortages to support the Light Detergent Liquid area’s staffing needs and the “No new-hire” policy.

• Developed a spend strategy to support a 1.2M cases below budget, with a CPC more competitive than in the 4 years prior and delivered favorable results in excess of $76K.

• Reduced label losses by 44 %.

• Implemented a corrugate savings project that yielded a total of $225K.

• Contributed to the plant’s Fund the Growth goal, which we exceeded by $2.5M.

• Exceeded Casefill goals for 5 consecutive years and achieved a 99.4%.

• Exceeded Quality Product Release Index, and achieved an area average of 99.87% (3 out of the four lines reached 100%).

• Passed the North America Division Quality audit with no findings. Passed the Food and Drug Administration audit. Passed all Quality audits with commendable comments from the auditors.

• Achieved a 99.53% in Quality Document Control.

• Exceeded On-Shelf Quality audits - achieved superior to competition results on all audits.

• Launched 10 US/Canadian formula changes for Ajax, Dynamo, ABC, Fab, ABC Crisp Morning Air and Sun Shower Fresh.

• Implemented the transition from green caps to all white caps, and Ajax with no back label plan. These changes contributed to margin and operating profit improvement.

• Supported the sale of HDL and transition to Phoenix LLC.

• Started preparation of areas for the launch of Suavitel Ultra (40 oz, 60 oz, and 80 oz) and Regular.

• Contributed to achieving the 2M hours without a Loss Time Accident, which was a first time in the history of the plant. No Loss Work Case Rate in the area for 5 years.

• Updated all safety SOPs.

• Recognized by the Plant Director and Environment Occupational Health and Safety Manager for my involvement and “lead by example” style in support of our safety programs for 5 years.

• Coordinated 4 EOHS audits, and completed all findings ahead of time for 3 out of the 4 audits.

• Revised and updated all Lock-Out-Tag-Out PPMs for 5 years.

Cont’d.

Jesse L. Santana • *********@*****.*** • PAGE THREE

Selected Highlights:

• Implemented the use of PM Process Pictures Map checklists.

• Developed and implemented an On-the-Job Training program for all teammates, which allowed them to learn how to operate 2-3 pieces of equipment per line and to refresh skills, as needed.

• Participated and contributed to the success of the following cross-functional teams: Multi Color (label management), Safety, Internal Good Manufacturing Practices, Changeover Reduction, Ring of Excellence (reward program), Competency Based Interviewing, and Forklift Task Force.

DELL COMPUTER CORPORATION, INC., Round Rock, TX

Customer Service and Delivery/Technical Manager • 2000-2001

Managed call center operations in support of Fortune 500 companies while ensuring efficiency, customer satisfaction, and financial competitiveness. Managed 1 direct report and 38 indirect reports.

Selected Highlights:

• Increased team’s daily productivity by 10%.

• Reduced customer complaints by 75%, via empowerment and engagement.

Materials Senior Supervisor •1999-2000

Managed warehouse assets worth over $12M through efficient use of people, process and new product introductions. Managed 1 direct report and 22 indirect reports.

Selected Highlights:

• Planned, scheduled, coordinated, stored, and/or approved raw materials issues through the warehouse cycle.

• Managed plant conversion to a lean manufacturing system using continuous flow processing, pull system, JIT, and several production methods to support new systems training in the material design.

• Achieved 99.9% raw inventory accuracy.

• Reduced overtime by 97%.

MILITARY EXPERIENCE

UNITED STATES ARMY, Chief Warrant Officer 3, Logistics Branch

Logistics Manager, Logistics Directorate, Taegu, South Korea • 1998-1999

Developed and implemented Supply Chain Management Programs, policies and plans for transportation, organizational maintenance, readiness, force modernization, food service, four Warehouses to support 32 separate organizations. Managed 6 direct reports and 31 indirect reports.

Selected Highlights:

• Revised organizational programs and won the Department of the Army-level competition in Supply and Service Management Operations.

• Designed a Supply Discipline Program that saved the US government more than $4M.

Logistics Manager, Logistics Directorate, Killeen, TX • 1995-1998

Developed and implemented supply chain management systems in support of over 160,000 employees. Managed 4 direct reports and 11 indirect reports.

Selected Highlights:

• Managed the Command Supply Discipline program within the US Southern region.

• Supervised an inspection program for an organization of over 40,000 employees with 14 materiel distribution centers.

• Reduced the Order Ship Time from 24 days to 10 days.

Logistics Manager, Materials Management Center, Oahu, Hawaii • 1992-1995

Planned, developed, and implemented materials management procedures and policies. Managed 8 direct reports and 81 indirect reports.

Cont’d.

Jesse L. Santana • *********@*****.*** • PAGE FOUR

Selected Highlights:

• Managed supply chain and maintenance systems for over 3740-stockage parts worth over $12M, and major end items worth over $730M.

• Prepared the Army Community of Excellence competition package that resulted in the organization winning $1M.

Logistics Manager, Materials Management Center, Southwest Asia (Operation Desert Shield) • 1990-1991

Planned and supervised the daily operations of the Logistics Customer Service and Support Directorate. Managed 12 direct reports and 260 indirect reports.

Selected Highlights:

• Managed the repair parts flow to over 166 organizations and the receipt, storage and issue of six distribution centers.

• Managed over 8,500 lines worth over $60M.

• Managed logistical operations for the organization’s travel to area, while returning $50M worth of excess equipment to the US Army Supply System.

Army roles included Warehouse Manager, Materials Manager, Inspector General for Supply Chain Management System and Procurement Manager.

Fluent in Spanish and OSHA forklift operator certification.

EDUCATION

Bachelor of Science in Liberal Arts

Regents College, State University New York, NY

Associate of Science in Business Management

Hawaii Pacific University, HI

PROFESSIONAL DEVELOPMENT

Supply Chain Management Program Certificate

Fisher College of Business, Ohio State University, OH

Six Sigma Certification, White Belt

SixSigma.US

TECHNICAL SKILLS

SAP Users Basic SAP R/3 • Warehouse Management Systems

Factory Performance and Reliability • Ebuy

MS Office Suite/Application • Enterprise e-time • Skillport • Shop Floor

Lotus Notes • Trainer (Logistics and Manufacturing Systems)

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