Customer Service Manager

LANCE A. FLYNN

**** ***** ******* *** • Memphis, TN 38139 • 901-***-**** • rnmxc1@r.postjobfree.com

Lean Champion / Director / Senior Manager

SUMMARY

Business Operations Leader with fast track record of accelerated promotions and advanced career success. Documented performance excellence in global manufacturing, distribution, process engineering, quality, safety and customer service. Drives costs out of the business with high energy leadership and Lean transformations. Hands on change agent that combines world class manufacturing practices with step change process improvement expectations and outcomes.

STRENGTHS

Strategic Planner Motivational Team Builder Turn-around experienced

Budgets/P&L Results Systems/Applications Engineering Lean/Kaizen implementation

Plant/Facility Start-up 8-D/Root-cause analysis Facility Build-out/Restructuring Benchmarking/Metrics Vendor/Contract Management 5-S/Visual Factory

Excellent leadership, organization and management capabilities. Results-oriented, highly motivated, possessing a strong work ethic. Committed to high integrity, excellence and professionalism. Focused and visionary, builds trust, fosters positive accountability, raises performance standards, reduces waste and inefficiency and drives continuous improvement. Ability to direct program and system development and implementation to enhance the organization, as well as to meet criteria for ISO, QS, FDA or other quality assurance and certification standards; Train personnel in Leadership, Budgeting, Cost Management, Performance Management, Root Cause Analysis, Quality System applications and Lean/Continuous Improvement (CI).

PROFESSIONAL EXPERIENCE

EVERGREEN PACKAGING INC., MEMPHIS, TN 2008 TO 2010

Worlds largest fiber based, vertically integrated liquid food packaging manufacturer

Director of Sales, Inventory and Operations Planning (2009 – 2010)

Manager of Lean and Business Synergies (2008 – 2009)

Senior corporate leader of Lean, Sales and Operations Planning and Macro Planning.

• Developed and implemented new systems and tools for Demand Planning and Supply Planning functions and outputs feeding a new S&OP process. Improved paper mill OTIFNE (On Time, In Full, No Errors) metric for FY 2009 by 15 points, with an freight savings of $9 million dollars annually.

• Led development of Evergreen Excellence (E2) initiative for Lean Sigma transformation across all North American Converting business. Served as project champion and hands on training facilitator to 2,200 EPI associates. $38 million dollar savings through elimination of duplicate processes and leverage of logistics and procurement volumes.

• Provided direct leadership of all mill internal sales and customer service activities generating $1.7 billion in annual mill revenue. Led macro planning processes of demand and supply across two paper mills and seven liquid packaging manufacturing facilities to balance production capacity with inventory and sales.

VYMAC CORPORATION, FORT ATKINSON, WI 1998 TO 2008

Bedding Industries largest designer, manufacturer and distributor of sewn goods and pre-engineered kit solutions in the

United States.

VP, GM, Manufacturing and Operations (2004 – 2008)

Director of Manufacturing (1998 – 2003)

Responsible for direct leadership of Six Divisions within the company including: Manufacturing, Supply Chain, Quality Assurance, Customer Service and Outside Sales.

• Led corporate initiative to obtain ISO 9001:2000 Certification. VyMaC Quality Management System received full certification within 8 months.

• Initiated Sales Growth campaign that increased customer base by 78.5% over a 10-month period with a gain of $1.5 million in new sales. Currently those accounts contribute over $8 million annually.

• Introduced Lean tools to increase plant team participation and visibility and ultimately reduce wasteful lead time.

• Reduced inventories - raw material and WIP, from five days to two days on hand. Specific methods included: SKU consolidation via DFSS, 5S, Value stream mapping, Andon and Kanban replenishment signals, and set-up reduction.

• Established Supply Chain Management Systems – established formal vendor certification, scorecard system, and supplier monitoring program.

• Trimmed supplier base, renegotiated commodity buys and obtained price reductions of as much as 13.5% per annum.

SEALY MATTRESS COMPANY, CONYERS, GA 1997 TO 1998

Industry leader, the largest bedding company in the world with a 25% market share and annual sales exceeding $1.6B

Plant Manager

Full P&L responsibility, senior site manager for $48 million facility. Two shift operation with 312 hourly employees and five direct salary reports. Produced 1,600 pieces of bedding on average per day.

• Led plant turn around. Established total Lean environment. On-time shipments improved from 97% to 99.6% over four month period.

• Labor costs dropped from $18.40 per piece to $12.60 (32% improvement)

• Improved Plant quality scorecard by 11.1 points.

HUNTER FAN COMPANY, MEMPHIS, TN 1995 TO 1997

Home comfort industry leader - recognized as one of the leading brands of consumer electronics. With sales approaching $400M during time of employment, product lines included ceiling fans, programmable thermostats, air purifiers and lighting fixtures.

Advance Manufacturing Program Manager

Senior member and Lean Champion of corporate management team. Facilitated strategic planning, Lean Evolution and on–site direction of manufacturing excellence and engineering support of facilities in TN, CA, Mexico and Taiwan.

• Increased annual production volume from 450,000 to 1.2 million units in Monterrey, MEX Plant.

• Lead Corporate Cost Reduction Program in 1996 with total savings of $1.35 million.

• Designed, proposed and received corporate funding of capital plan to revise facility layout, implementing Demand Flow Technology and Lean process design and material handling strategy to increase volume further to $3 million units in three year time frame.

ADDITIONAL EXPERIENCE

DOVER ELEVATOR SYSTEMS, MEMPHIS, TN

Plant Manager (1991 – 1995)

Manufacturing Engineer (1998 – 1991)

EDUCATION

M.S., Industrial & Systems Engineering, University of Memphis, Memphis, TN

B.S., Industrial Engineering, Mississippi State University, Mississippi State, MS

CERTIFICATIONS

Black Belt Certification in Process, 2010

Project Management Professional Certification in Process, 2010

Certified ISO Internal Auditor - Perry Johnson

Certified Integrated Resource Manager (CIRM) - APICS

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