Manager Customer Service
Resume:
Brian L. Weiss
**** ****** ***** *** ~ Louisville, KY 40299 ~ 502-***-**** ~ *********@*****.***
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Highly accomplished manager of change and process improvement, skilled in the use of Six Sigma and Lean tools, results orientated to the bottom-line through driving down operating costs and increasing productivity. Tendency to thrive in dynamic and fluid environments while remaining pragmatic and focused.
CORE COMPETENCIES
• Operations, Quality and Change Management
• Accomplished in Six Sigma and Lean Tools
• Enthusiastic, Positive Energy, Self Motivated And Driven to Succeed
• Exceptional Customer Service
• Mentoring and Coaching
PROFESSIONAL EXPERIENCE
PHARMERICA CORPORATION, Louisville, KY 1/2011 – 3/2012
Director, Medical Records
Served as Director of Medical Records of a $2 billion long term care pharmacy service provider and managed five district hubs with an annual budget of $17 million.
Full responsibility for bottom-line factors; including company medical records staff reduction, improved efficiencies in processes, overall cost reduction programs. Redefined organizational structure, developed business SOP and policies, created key performance indicators and performed monthly financial evaluation of business unit results and reported to senior management.
Key Achievements:
• Accomplished reduction in department operating expense by 25% through Lean process improvement tools that netted a realized savings of $400k in 2011.
• Built supplier partnerships through teamwork. This resulted in an overall reduction in purchase costs of $250k and a 60% increase in quality of the product.
• Increased productivity 35% by establishing key process indicators to align human assets to performance based goals.
• Accomplished reduction in customer complaints by 60% that resulted in customer retention and increase in sales by 2%.
• Implemented a cross functional quality team that ensures accuracy in all aspects of the process flow by using Six Sigma and Lean principles.
• Provided directional guidance to staff to achieve departmental goals and objectives by training, mentoring and counseling.
DANA HOLDING CORPORATION, Louisville, KY 2/2008 – 12/2010
Manager, Engineering / Quality
Served as Manager of Engineering and Quality of $7.5 billion automotive tier one supplier within the driveline division.
Full responsibility for quality of product, engineering and process improvement, tooling and maintenance, inspection and engineering staff, cost of quality reduction, ISO/TS documented systems including auditing function.
Key Achievements:
• Organized facility layouts to reduce waste and increased process flow of materials that increased OEE performance from 73% to 85%. Drove scrap and rework costs down from 3% of sales to 0.25% of sales.
• Reduced customer complaints by 30% through partnerships and a clear focus on design requirements and strong quality system.
Brian L. Weiss
*********@*****.***
Page 2 of 2 (cont.)
• Wrote ISO / TS compliant quality system procedures that passed third party audits with no findings.
• Worked closely with customers regarding quality of outputs and documentation including developing statistical tracking methods to insure compliance to standards.
• Trained staff in Lean and Six Sigma practices to ensure best practices are developed and standardized.
• Managed capital budget projects to increase operational efficiencies and asset utilization.
SAFETRAN SYSTEMS CORPORATION, Louisville, KY and Ontario, CA 12/1993 - 11/2007
Corporate Quality Manager / EHS Administrator
Served as Corporate Quality and EHS Manager of a $4 billion railroad supplier of light rail and transit controls systems with four manufacturing locations.
Directed the overall function for quality of product and design, oversight of all corporate quality directives, developed ISO structured procedures and on-line operating inspection criteria. Managed the EHS function for each site. Progressively advanced from Quality Manager of one site to overall Corporate Manager.
Key Achievements:
• Successfully facilitated customer service team in reduction of customer issues: team results included improved on-time delivery from 45% to 95% and improved customer satisfaction rating from 67% to 97%.
• Decreased cost of quality expense through Six Sigma and lean tools by 40% that netted a realized savings of $50k per year.
• Led supplier base reduction project, achieved reduction of 45% and cost by 26% to the operations. This involved creating a KanBan system with EDI direct ordering systems.
• Led several cross-functional teams in work process flow analysis to create solutions for improvement of material flows and the implementation of a pull system to customer demand.
• Responsibilities included overseeing the EHS (Environmental, Health and Safety) program to meet all OSHA and EPA requirements.
• Led support groups; purchasing, planning, quality, and materials to reduce operating costs and create a JIT environment.
• Created a business environment of teamwork, continuous improvement and employee involvement.
EDUCATION
Bachelors of Science in Business Management, 1998, 3.85 GPA
University of Phoenix - Ontario, CA.
MBA, 60% Completed, 2004, 3.7 GPA
Sullivan University - Louisville, KY
Six Sigma Black Belt, 2003, Certification
Safetran Systems Corporation - Louisville, KY
ISO 9001:2008 and Automotive Core Tools Internal Auditor, 2010, Certification
Pic Group, Louisville, KY
SPECIAL SKILLS / HOBBIES
Microsoft Office Suite; Word, Excel, PowerPoint, Lotus Notes and Microsoft Outlook.
I enjoy golfing, fishing, reading and spending time with family and friends.
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