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Customer Service Manager

Location:
Tampa, FL
Salary:
Neg
Posted:
November 02, 2011

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Resume:

MARIO DAVID

***** ********* ****, ***** ******, FL 34614 Phone: 727-***-****

E-Mail: lvy7if@r.postjobfree.com

PROFESSIONAL PROFILE

• A highly motivated and talented professional with more than 20 years of management experience, including but not

limited to recruiting, training and overseeing such professionals as electronic technicians (home and abroad), assemblers, mechanics, final product packaging personnel, purchasing personnel, quality control personnel, shipping and receiving personnel and administrations.

• Experienced in all areas of safety management and prevention strategy.

• Knowledge and experience in all areas of ITAR, ISO 9000, ISO9001, AS9001C (Aerospace Standards), AS9101 (Aerospace Standards), 9002, OSHA regulations, lockout/tagout, and MSDS.

• Provided customer service and support for general public, high profile customers and government run institutes.

• Strong leader with motivational management style and reputation for building and retaining highly motivated staff.

• Results-oriented achiever with excellent track record for identifying opportunities for accelerated company profit growth.

• Experienced in communication, military, medical, industrial controls and computer peripheral electronic assembly.

EDUCATION

• Associates Degree in Electronic Engineering, Connecticut School of Electronics, New Haven, CT, 3.9 GPA

• Lean Manufacturing Mastery, Perdue University, Certificate

PROFESSIONAL EXPERIENCE

Suncoast Digital Inc, Largo, FL

Custom manufacture of low profile, high reliability user interface keyboard assemblies, man-machine interfaces front control panels and associated electronics serving quality-conscious OEM customers in communication, military electronics, medical electronics industrial controls and computer peripheral markets

Position: Manufacturing Operations Manager 2007 to Present

Direct Reports Include: Assembly Managers, Quality Control Personnel, Maintenance, Manufacturing Machinist, and Manufacturing Engineering

Responsibility:

Responsible for the overall direction and coordination of all operational activities within the plant including but not limited to overseeing Manufacturing Operations, Primary Point of Contact for ISO auditing, Employee Evaluations, Human Resource, Safety Training, Production, Inventory Control, Materials Management, Scheduling, Quality Control, Equipment Maintenance, Tools and Fixture Development, Track Employee Performance and Training needs, Process Improvement, Address Customer Complaints, Review and Correct Assembly Drawings and Documentations, Resolve Parts Shortage, Address Customer Returns and Satisfaction, Maintain on Time Product Delivery, Product Development and Product Improvement.

Accomplishments:

• Reduced Non Conformance product returns to 0%

• Reduced employee turnaround

• Received ITAR certification

• Awarded the US navy flight hardware certification

• Increased first pass product yield from 67% to 98%

• Eliminated product backlog and achieved a continuous on time delivery of 97%

• Assisted in product development and production of the T-45C Navel Aircraft Trainer

• Spearheaded the introduction and certification of ISO 9000, AS9100, AS9100C, and AS9101

• Increased product throughput by creating new manufacturing processes

• Created an online product database to track T-45C production using Microsoft Access

• Reduced production scrap by nearly 98%

Freedom Scientific, St. Petersburg, FL

Largest worldwide manufacture of assistive technology products for those who are blind or have low vision. Freedom Scientific is also the only company with a complete line of products for those with vision impairments Freedom scientific has been in business for over ten years and its products are sold in 55 countries and translated into 24 languages.

Position: Electronic Service Manager 2002 to 2006

Direct Reports Include: Administrators and Electronic Technicians

Responsibilities:

Responsible for hiring, training and evaluating 10+ employees for the electronic service department, Inventory Control, Equipment maintenance, Customer service, Shipping and Receiving, Equipment calibration, Offsite customer training and product repair, Product warranty, Organized offsite support and repair center events throughout the United States for blind & low vision equipment, Provide daily/weekly reports on product issues with resolutions and budget forecast to al levels of VP and CEO within the US and Europe, Global (Europe, United States, Mexico, Canada and China) training and product information conferencing, P&L and Department budgeting.

Accomplishments:

• Lowered and maintained return rate of repaired equipment to 3 days with a turnaround rate of 97% and a bounce

back rate of .05% within a 30 day period.

• Designed, developed and built test equipment for sub-contractors to be used on current and end of life products.

• Introduced and implemented work procedures and product documentation.

• Generated company revenue with inventory reduction, product waste, budgeting, cost studies, performance gaps,

equipment failure and product lead time from five to one day to achieve and surpass department’s financial goals.

• Developed relationships with subcontractors to understand their operational capabilities and limitations and ensure

product quality and that delivery schedule were satisfied.

• Devised and implemented a plan to generate additional revenue by refurbishing old and obsolete equipment for resell generating $100K within the first 3 months.

Molex Inc, Pinellas Park, FL

A leading one-source supplier of interconnect products with highly skilled experts focused on design, development and distribution of innovative product solutions. Molex manufactures over 1000,00 reliable products such as Electronic Connectors, Electrical and Fiber Optic interconnects a well as switches and application tooling. Molex maintains manufacturing and logistics resources in Asia, Europe and the Americas.

Position: Production Manager 2000 to 2002

Direct Reports Include: Manufacturing Machinist, Maintenance, Second Shift Supervisor, Material Planning, and Manufacturing Employees

Responsibilities:

Responsible for hiring, Training, Evaluating a staff of 75+ employees, Manage first and second shift, Conduct safety training programs, Perform department inspections, Follow GMP, and Insure that all safety guidelines were being followed

Accomplishments:

• Developed procedures and automated equipment saving the company more than $89K yearly.

• Reduced company costs by $7K monthly by negotiating raw material prices.

• Designed and implemented pneumatic equipment/machinery to increase quality to 98%, productivity and company

revenue.

• Organized, implemented and conducted safety, MSDS, lockout/tagout, ISO standards, OSHA, training certifications

and educational workshops.

• Designed and implemented electro-mechanical tooling minimizing scrap on production equipment eliminating

profit loss.

• Developed relationships with manufacturing companies to understand their business, operational capabilities and

limitations.

• Provide guidance and training to staff, assist subordinates in attaining career goals, motivate individuals to achieve results, and maintain a high quality staff.

• Reduced backlog by organizing departments and creating better work flow.

Jabil Circuit Inc, St. Petersburg, FL

An electronics solutions company employing more that 85,000 employees and in 21 countries. Jabil provides comprehensive electronics design, productions and product management services to global electronics and Technology Company.

Line Manager 1997 to 2000

Direct Reports Include: QC, Wave Operator, SMT Operator, ICT Operator, and Manual Component Assemblers

Responsibilities:

Responsible for hiring, training and evaluating a staff of 35 employees within two production lines, Insure that all equipment such as but not limited to (SMT, Wave, IR oven Test ICT, Functional and ESS) were properly maintained, Production, Quality, Safety, and Generated/maintained reports on strategies, achievements, production yields, specified goals and defects.

Accomplishments:

• Developed a preventive maintenance program to achieve a zero down time.

• Designed and implemented equipment to minimize board damage and board scrap for CISCO Systems.

• Redesigned test equipment to eliminate human error resulting in increase of higher 1st pass yields rates from 78% to 97%.

• Organized and participated in set up of new production lines and special projects for new product from start to finish.

• Assisted with board debug to component level and coordinate with all levels of management to resolve product issues.

Microboard Processing Inc, Seymour, CT.

One of New England’s premier electronics manufacturing services (EMS) company which provides the U.S. defense, medical, industrial and alternative energy industries with a wide range of turnkey solutions ranging from quick-turn prototype servies to high-volume, virtual manufacturing solutions.

Production Manager (Third Shift) 1995 to 1997

Direct Reports: QC, Wave Operator, SMT Operator, ICT Operator, and Manual Component Assemblers,

Responsibilities:

Responsible for hiring, evaluating, training 54+ employees, Coordinate production between multiple departments such as (Circuit Board Assembly, Wave Operations, SMT, Auto & Manual Component Insertion, Circuit Board Test and Maintenance Departments), Insure proper hand off of production between multiple shifts, Review production schedules and customer orders, Insure proper inventory and staffing were maintained, Review work procedures, Maintain a personnel records, certifications, and Perform proper lockup and security of facility.

Accomplishments:

• Coordinated with all levels of management and other shifts to assure proper quality and work flow resulting in less startup time between shifts.

• Implemented standards for excellent facility efficiency and workplace safety.

• Advised and assisted with analyzing failures and proposed solutions resulting in a reduction of backlog of failed units while minimizing product down time.

• Developed quality bulletins to ensure all proper work instructions were being followed in accordance with customer

guidelines.

• Created training documents to insure that employees had a base knowledge of electronic component identification.

Hershey Metal Inc, Derby, CT.

HMP is a manufacture of parts and products for a variety of industries such as Commercial, Industrial Machinery, Packaging Equipment, Fluid Power, Engines, Medial and Dental. HMP occupies a modern 66,000 sq. ft. building and employees over 90 dedicated people.

Production Supervisor 1985 to 1995

Responsibilities:

Directed, coordinated, trained, evaluated 35+ employees, Coordinate work flow between (Metal Stamping, Incoming, Assembly, Quality, Packaging and Shipping), Inventory control, and Coordinate production schedules with company VP of manufacturing and well as product customers to meet ship dates

Accomplishments:

• Restructured departments to create greater work flow and eliminate errors resulting in higher productivity and quality

yields.

• Designed and implemented semi-robotic assembly equipment resulting in surpassing production budgets and schedules.

• Aid in company expansions and facility move without interrupting operations.

• Developed machine practices, inspection procedures and conducted safety meetings.

• Studied and recorded time studies resulting in an improvement in production and packaging efficiency.

• Developed production tracking, quality control, maintenance and other operational reports to detect production problems.

United Technologies (Sikorsky) Stratford Ct.

Sikorsky Aircraft Corporation is a world leader in the design, manufacture, and service of military and commercial helicopters; fixed-wing aircraft; spare parts and maintenance, repair, and overhaul services for helicopters and fixed-wing aircraft; and civil helicopter operations.

Tool and Cutter Grinder and Tool Maker 1980 to 1985

Responsibilities:

Re-sharpen and create tools and cutters per print and by verbal instruction which were used in metal and composite material fabrications utilizing such equipment, inspection tools and measuring equipment including but not limited to the following (Walter six axis tool and cutter grinder, Cincinnati Cylindrical Grinder, Surface Grinder, Blanchard Surface Rotary Grinder, Universal Drill Grinder, Monaset Tool and Cutter Grinder, Cincinnati Milacron, Gear Cutter Grinder, Cincinnati Centerless Grinder, Micrometer, Depth gauge, Calipers, Radius Gauge, Thread Gauge, Pitch Gauge, Drill Gauge, Shadow Graph, and Comparators.

Accomplishments:

• Assisted in the movement and setup of the wiring harness department from Stratford CT. to Shelton Ct.

• Trained in the very first departmental used six axis CNC tool and cutter grinder/maker.

• Assisted in the tool and cutter making of the Sikorsky S75 (ACAP advanced composite airframe program and the XH-59A (ABC advanced blade concept).

Additional Coursework and Professional Development:

Customer Service, Cisco Systems Supervisor Development Program

Interaction Management, DDI Sexual Harassment Training

Component Identification Training, MPI Adult CPR/AED, American Red Cross

Managers Training, Graceland College Composite design training (Sikorsky)

Water Jet Cutting training (Sikorsky)

AWARDS

Certificate of Achievement, Jabil Circuit

Certificate of Appreciation, Molex Inc.

Plaque of Appreciation for new product introduction, Freedom Scientific

COMPUTER SKILLS

Proficient in MS Word, Access, PowerPoint, Excel, Outlook, Lotus Suite, FAB Master, SPC, SAP, Goldmine, Tigerpaw,

Adobe Acrobat, MiniTAB, Sharepoint



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