Customer Service Management

ROBERT HACHE

**** ****** ****. ******** ** ● L*S 2E8 ● P: (705) 436 - 7803 ● *******@******.***

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Astute, highly motivated purchasing & materials professional with 21+ years practical and theoretical experience in purchasing, logistics, inventory/ warehouse management and supervision, accrued in the Automotive, Concrete, Pharmaceutical, Printing and Recycling industries. Strong leadership capabilities and proven problem-solving skills. Demonstrates high efficiency in resolving challenges. Proven ability to develop and implement new policies and procedures and able to quickly adapt to changes in policies and workplace procedures. Strong team member, able to motivate & coach others to achieve optimal performances while maintaining safety methods and practices.

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PROFESSIONAL EXPERIENCE

Supervisor | Trainer Nov. 2010 – Ongoing

Teletech Inc., Orillia ON

Responsible for the management and supervision of a Customer Service response team comprised of 15 personnel (10 bilingual, 5 English) located at an extensive (600+ employees) call centre. Centre initially based on customer service, but the implementation of successful problem-solving strategies has resulted in the centre evolving into an inquiries and resolution centre, thereby enabling team to provide immediate responses to customer inquiries.

Accomplishments:

• Develops and implements training classes for employees imparting 4.5 gigabytes of data to participants over a three-week period.

• Involved in comprehensive five-week training session – “Train the Trainer” – with the client to develop new strategies for employee training program and enable successful facilitation of team into resolution services.

Production Planner & Buyer Dec 2008 – July 2009

Munro Concrete Products Ltd., Utopia ON

Assumed position of production planner, collaborating with Engineering, Production and Accounting departments to facilitate scheduling for the production of Concrete Pressure pipe & fittings.

Accomplishments:

• Established relationships with a variety of new international suppliers – (previously, purchases had been single sourced) –for better quality, lower priced products. Newly established contacts resulted in improved lead times and a monetary savings of up to 50% on direct-sourced materials.

• Sourced trucking company to haul 32 shipments from Quebec of rolled steel plate. Resulted in a cost savings of $500.00 / shipment and a cumulative monetary savings of $16,000.00 CDN, as well as scheduled shipments to match production capacity.

Planning & Logistics Coordinator & Buyer Sept 2006 – Oct 2008

Poraver North America Ltd., Innisfil ON

Intensely involved in start-up operations and ongoing management for a $65 million plant located in Innisfil ON, Canada. Responsible for purchasing all raw materials & spare parts, maintained inventory of all products (finished goods, inventories in multiple warehouses) and managed international product sourcing. Prior to construction of plant in Innisfil, sourced materials from overseas, managed five-week JIT deliveries from Head office company (in Germany), utilizing a variety of transportation methods ( Sea, rail, trucking).

Accomplishments:

• Established and managed all cycle count inventories for finished goods, raw materials and spare parts.

• Developed and implemented policies and procedures to manage warehousing operations, inventories using FIFO practices, shipping & receiving.

• Sourced trucking companies according to shipment rates and destinations – produced Excel spreadsheet to track a variety of company shipping rates. Updated spreadsheet as required, as new companies emerged on the market.

• Reduced off-site warehouses from six (located in Germany, USA & Canada) to two warehouses.

Robert Hache Page 2

P: (705) 436 - 7803 ● *******@******.***

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Materials | Stores Supervisor & Buyer 2002 – Dec 2005

Pilkington Glass, Collingwood ON

Responsible for a variety of duties, including supervising 23 forklift drivers, including assuming the responsibilities of the materials manager when they were off-site. Established and developed relationships with suppliers in order to reduce sourcing costs in a `lean manufacturing` environment.

Accomplishments:

• Introduced cycle counts using ABC analysis techniques. Over 18 months, reduced inventory levels, sourced reliable vendors and improved inventory accuracy rate from 64 to 98.7%, while concurrently improving customer service.

• Reduced stockroom personnel by 75%, re-assigning staff and transferring remaining stockroom worker from a 12-hr to 8-hr shift. Installed two surveillance cameras to record after-hours activity and liaison with staff to communicate importance of accurate self-service measures pertaining to after-hours operations. Resulted in first year wage savings of $135,000.00 CDN.

• Reduced usage of 2” honeycomb end pads (used in windshields boxes as side fillers) by developing a design change that replaced the use of 4-2”end pads, with one smaller accordion style 2”end pad. Resulted in an estimated yearly cost savings of 77% (of $160,000.00).

Work & Materials Planner 1996 – 2002

Bombardier Aerospace, Downsview, Toronto ON

Coordinated with M.R.P and M.P.S on the communication of releasing orders to the Procurement Department and work orders stockroom pick lists to the Manufacturing Department. Utilized CNC machines in the development of Wing skins, spars and ribs.

Accomplishments:

Spearheaded teams for specialized projects, developed a new flight simulator for dash-8 400 series, and the management of heads-up displays on Global Jet. Both projects were successfully completed on schedule. These projects required ongoing collaboration with engineering, procurement, stores-receiving departments and internal customers.

• Computer system conversion team member and Six Sigma member for streamlining parts shortage reports.

Materials Analyst & Buyer 1994 – 1996

Ingram & Bell Inc., North York ON

Responsible for the management of a variety of operations and duties, including Materials Control, Procurement operations (MRO buyer) and ongoing customer service.

Accomplishments:

• Developed and implemented Tame the Beast list, involving the implementation of an inventory reduction program. Identified obsolete and slow-moving items and coordinated the sale of items to a variety of organizations, including hospitals and clinics in developing countries.

• Spearheaded the development of a new computerized integrated Customer Service & Materials Management system.

Inventory Analyst & Team Leader 1988 – 1994

Hyundai Auto Canada Inc., Bromont PQ

Directly involved in start-up operations and ongoing management responsibilities for a plant employing a staff of 1000 individuals. Directly supervised nine employees in the tool repair, inventory\ warehouse facilities.

Accomplishments

• Coordinated with accounting, shipping and IT departments on the development of processes & procedures.

• Established and implemented a computerized control system for fixed assets with established parameters and a digital relationship between spare parts and the fixed assets for maintenance

Robert Hache Page 3

P: (705) 436 - 7803 ● *******@******.***

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ADDITIONAL EXPERIENCE –

Automotive Parts Delivery Driver (Part-time) May 2010 – Nov 2010

Acura of Barrie, Barrie ON

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EDUCATION –

P.M.A.C. – Purchasing Management Association of Canada

Principle of Purchasing

• Principles of Transportation

• Principles of Inventory & Operations Control

• Organizational Behaviour

• Macroeconomics

• Material Forecasting (seminar)

D.E.C. Champlain Cegep – College Diploma

• Social Sciences with a concentration in Commerce

McDonald Cartier Memorial High School, Quebec

• Quebec Academic high school Diploma with an award in English

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ADDITIONAL TRAINING –

C.P.I.M. – Certification in Production & Inventory Management by A.P.I.C.S. 2001

Bombardier

Completed 4 out of 5 courses required:

• 8D, 5S, ISO 9001, 14001, and TS16949, Interactive Feedback

WHMIS, Lockout/Tagout, Respirator Usage, Forklift, Fall Protection 2007

• 25 other Training Courses taken during the past 10 years, a list is available upon request

• Microsoft office excel training

Certification in First aid- valid until Dec.2014

Systems used –

AS400, Copics, Cognos, Legacy, Macpac, Oracle, Empower, Kronos, Megamation, Great Plaines, Lims, and Incuity (used to create reports from Delta V system), as well as training with SAP.

** Fluent in English & French **

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