Customer Service Engineer
Resume:
MICHAEL L. DONLEY
Lexington, SC
Email: t5b85l@r.postjobfree.com
PROFILE
Self-motivated, hands-on manager involved in key projects. Solid track record of initiating and reengineering process improvements, while developing strategic long-term corporate plans. Proven ability to reduce work in process while increasing throughput. Strong people skills, which help individuals increase team performance levels. Adept at prioritizing, handling and completing multiple tasks simultaneously. Exceptional leader with a team-oriented management style.
PROFESSIONAL EXPERIENCE
AMAZON, Lexington SC Operations Manger (Night Shift) (Oct 2011- Present)
Manage the day-to-day activities of an organization’s distribution center
Coordinate operational activities that include but not limited to; small package order fulfillment, wholesale order fulfillment, product replenishment, wave planning, inbound receiving/put away, traffic, customer service, procurement and business process.
Coordinate daily work schedules of personnel in order to meet our fulfillment requirements.
Supervise and train operational personnel to meet daily organizational requirements and assure proper staffing and optimal utilization of staff and resources.
Recommend changes when necessary and assists in implementation of approved new processes.
Enforce and create policies and procedures. Communicate job expectations to all employees; plan, monitor, appraise, and review performance. Train new and current operational staff on daily procedures.
Work with Customer Service to streamline communication and procedures to assure highest customer service and efficiency. Works with Customer Service Manager to identify and monitor key metrics.
Work directly with Inventory Control and Accounting to insure the material handling protocols and inventory transactions are properly executed.
Generates reports on productivity, fulfillment status and labor hours for Monthly Business Reviews.
Responsible for both preventative and maintenance programs for all equipment, as well as, the coordination of all necessary repairs.
Maintain cleanliness of facilities that is above industry standards. Keep individual workspace neat, clean and organized.
Responsible for safety programs in order to provide a safe and clean workplace for employees within the regulations of all OSHA, local, state and company regulations and policies.
Perform other assignments as needed as directed by management.
CATERPILLAR, Newberry, SC 6 Sigma / CPS Black Belt I (Oct 08’ – Oct 11’)
Certified Black Belt with over $1Mil in certified savings. Completed both 6 sigma and CPS black belt training classes in one year.
Lead 6 sigma Black Belt projects, with cross-functional teams from many areas of the facility.
Titles of Projects – Inbound Cost Reduction, Inventory Reduction, Unpaid Invoices, Implementing Pull, Reducing Period Costs, Agency Attrition Reduction, Variant Request. All projects using the DMAIC process
Lead a Rapid Improvement Workshop on business processes, with safety improvements and operational improvements
Trained Green Belts and were certified.
GENERAC POWER SYSTEMS, Maquoketa, IO Manufacturing Manager (Sept 01’ – Oct 08’)
Responsible for entire operation since operations began September 1, 2001. Hired employees and started output to customers one month later.
Supervise 102 highly skilled employees in a 133,500 square foot facility, with monthly sales of $3 to $5 million dollars.
Perform monthly meetings with upper management, on key items: Safety, Quality, Delivery, Materials and Improvements for the month.
Key player in the successful implementation of the ISO 9000 certification in the Maquoketa facility. Continue to be the point person for annual audits.
Participate in yearly audits with DNR, EPA, Deloitte and Touche, Crane inspection, Insurance, Fire and Safety.
Eagle, Wisconsin Sr. Industrial Engineer (February 2000-September 2001)
Over saw large generator production 500Kw – 2 Meg (time study, layout improvements, new product rollouts).
Over saw Powder Paint operation, three-stage washer, with ISO 9000 procedures.
Key person in implementation of MAPICS computer system, eliminated time cards and transferred manufacturing orders to a paperless system.
TAYLOR MADE
Kendallville, Indiana Industrial Engineer (February 1999- February 2000)
Responsible for 15 persons cut and sew operation.
Shut down sewing operation, responsible for sale of machinery and smooth transition of products to other operation. Shut down complete in June 1999.
Focused on improving the windshield assembly operation, improved flow and reduced labor cost.
Bradenton, Florida Industrial Engineer (July 1997 – February 1999)
Full accountability for engineering support and profitability of 100 employee cut and sew plant making boat covers, tops and upholstery.
Work cooperatively with the Windshield plant of 100 employees to improve flow and material accuracy. Assisted in implementing a bar code system to increase inventory accuracy.
Supported daily operations including production, quality control, customer inquiries and financial functions. Restructured labor routings and performed time studies for accuracy. Played a significant role in quoting new products, when it came to labor and process layout.
Designed and implemented a process flow for upholstery to better utilize work in process. Result: Reduced work in process, faster customer response time, faster engineering change time, faster customer change time, increased monthly inventory turns.
GENERAC
Jefferson, Wisconsin Industrial Engineer (June 1995 – July 1997)
Responsible for six assembly lines producing generators for customers like SEARS CRAFTSMAN, DAYTON, COSTCO, and FLEET FARM. Support 70-100 employees including two to three supervisors. Each line producing between 130-250 generators a day.
Responsible for powder paint department engineering specifications following strict guidelines. Created a quality program for keeping the chemicals in alignment for the powder paint system.
Supported the growth of the company. The Jefferson plant went form shipping $100,000 a day to $1.3 million a day in two years. The facility doubled after 1 year.
Negotiated and purchased equipment as well as daily industrial supplies from multi-vendors. These purchases averaged $1,000 a day.
EDUCATION
Master of Business Administration (December 2004)
St. Ambrose University, Davenport, Iowa
Bachelor of Science in Industrial Technology (June 1995)
Concentration Plant Engineering
Minor in Physics
University of Wisconsin – Stout, Menomonie, Wisconsin
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