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Utility Business & Customer Service Manager Resume

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SUMMARY:

Highly knowledgeable and results driven management professional with more than 30 years of experience in budget management, needs assessment, talent development / acquisition. Proven leader with excellent interpersonal skills, abilities in strategic planning, technology implementations, demonstrates aptitudes for integrating and aligning corporate objectives with individual goals. Outstanding success enhancing and empowering employee relations / morale, reducing operating costs, and increasing team building with strong program development skills. Provides a positive energy, promotes creativity and a teamwork environment for all associates.

EXPERTISE INCLUDES:

Leadership and Team Building | Process Improvements (Lean Six Sigma) | Strategic Planning (Balance Score Card Methodology) | Organizational Development | Technology Implementations | Networking and Shadowing Programs | Project Management | Change Management | Asset Management | Contracts | Collaboration and Consensus Building

TECHNICAL SKILLS:

Technology proficiencies: Telecommunications (Avaya CMS), Peoplesoft (Financials and Capital Improvements Management), Information Systems (Oracle, enQuesta, Hansen, ESRI) Microsoft Office Suite, Mobile Systems and Automated Infrastructure, Key Performance Indicators (KPIs) development, Data Analysis, Project Management and Microsoft Project

EXPERIENCE:

Confidential

Utility Business & Customer Service Manager

Responsibilities:

  • Developed paperless billing
  • Contracted billing agent
  • Deploying quality & workforce management systems
  • Created AMI &AMR meter pilot programs
  • Direct customer care for ~235,000 customers & Field Services Operations
  • Manage 36 seat call center operations with over 30,000 calls/month
  • Executive strategy change agent of strategic business planning, presentations, a mentor and coach
  • Implemented real - time payments reducing call backs by 50%
  • Increased self-service by 51%
  • Created training, mentoring & shadowing performance programs
  • Advocate of process improvements utilizing analytical trends and key performance metrics (KPIs)
  • Deployed real-time mobile work order system which increased productivity 36%
  • Installed a new smartphone meter reading system
  • Project Manager for CIS upgrade
  • Directed Avaya phone systems upgrades
  • Procured, designed & launched a new IVR system

Confidential

Director of Global Operations

Responsibilities:

  • Managed operations staffing, supervision, scheduling, development, evaluation, and performance standards.
  • Monitored department performance against goals (KPIs) to ensure that customer expectations were met.
  • Worked with department heads to ensure all company policy and procedure were ISO 9000 compliant.
  • Submitted relevant monthly operating data to General Manager & Vice President.
  • Understood and supported the company’s goals and participated in the corporate strategic planning.
  • Collaborated in planning, design, development, testing of new technology for new and existing clients.
  • Supported all departments to meet sales and production objectives.
  • Responsible for development and management of department budget
  • Responsible for P&L, budgeting, accounting, HR, payroll, quality assurance, purchasing, sourcing and manufacturing
  • Legal business oversight inventory management, logistics for Mexico and China operations
  • Developed and deployed ISO 9000 policies & obtained new ISO 9000 certification

Confidential

President and CEO

Responsibilities:

  • Technical consultant for various clients to develop and support lean six sigma programs and initiatives that enhanced the operations and cost effectiveness of the client companies.
  • Performed manufacturing design and test engineering tasks. Provided strategic planning guidelines and proposals.
  • Interfaced with Client Management, Sales Force to ensure client satisfaction and confidence.
  • Associate of Flow Consulting for Lean Six Sigma Consulting
  • Redesigned and installed client Testing Lab Data Acquisition System.

Confidential

General Manager

Responsibilities:

  • Implemented new computer business system. Transitioned from BPCS to Oracle Enterprise One (E1) web-based system
  • Oversight of all legal and site regulatory, contracts, responsibility for both Confidential . and Woodhead de Mexico
  • Improved Employee turnover from 14% to 8%
  • Reduced spending 11% from 2005 over 2006 (approx. $1.1milion) through internal control policies
  • Increased capacity 30% and reducing manufacturing lead times from 45 to less than 10 days
  • Obtained C-TPAT Validation in all facilities, reducing border crossing wait times by 33% (3 hours to 1 hour)
  • Increased delivery performance by 12% in 8 months
  • Increased cell productivity levels from mid-50% to above 90% utilizing KAIZEN and Six Sigma DMAIC
  • Sustained a World Class Factory through 5S disciplines and well administered pay for skills programs
  • Facilitated Annual Sales Meetings in El Paso and Mexico with entire sales team encouraging continuous improvement.
  • Implemented customer factory tours program as part of the executive business strategy
  • Developed and executed successful measurement tools for quality, productivity, scrap, turnover, and cost control
  • Assessed HR resources and human capital. Deployed strategic succession plans for all key personnel
  • Organized transition of business system from Oracle (E1) to SAP

Confidential

Director of Engineering & Operations

Responsibilities:

  • Managed 90 people throughout the organizational. Strived to match talent with flexibility and the ability to lead.
  • Provided guidance on strategic business partnerships and product distribution.
  • Managed Information Systems
  • Increased production by 35% through six sigma methodologies
  • Performed financial analysis, competitive research and vendor management
  • Built a new testing lab with data acquisition system and automated testing capabilities
  • Wrote business proposals for Marketing to major Electric Utilities
  • Improved customer support & relations and resolved BBB complaints

Confidential

Facilities Manager

Responsibilities:

  • Designed and built a new manufacturing facility with 5 assembly lines from empty warehouse in 28 days
  • Six Sigma Black Belt projects utilizing DMAIC methodology, KAIZEN, Cp, Cpk, Process Capability, DOE, and SPC
  • Reduced Labor Variance on Vacuum Cleaner Bag Production Area, costs savings of $138,000
  • Reduced Downtime on the high-volume vacuum cleaners, annual cost savings of $245,000
  • Reduced operating cost through negotiated pricing on all contract work and MRO purchasing ~$35K/Year
  • Consolidated 4 facilities into 3, standardized assembly lines, and reduced change over time by 52%
  • Managed 42 high quality injection molding machines and product development
  • Utilized Lean Manufacturing and Six Sigma techniques to improve processes and reduce scrap by 28%
  • Industrial experience in quality assurance of supply chain, order processing, inventory & demand planning

Confidential

Factory R&D Engineering Manager

Responsibilities:

  • Product Manager for burner systems
  • Designed and built new product testing lab in the factory
  • Spearheaded the factory ISO 9000 product quality improvement process to meet the customers’ standards

Confidential

Quality Assurance & Facilities Manager

Responsibilities:

  • Developed and implemented supplier quality certification programs and process capability studies
  • Streamlined incoming inspection process by 50%
  • Established internal calibration processes to reduce cost by 38%
  • Trained engineering, quality, plastics, and assembly staff on ISO 9000 and 14000 requirements
  • Product development and costing project manager
  • Drove problem solving for quality issues, process and design changes through root cause analysis

Confidential

Product Design Engineer

Responsibilities:

  • Created and implemented a mainframe viewing system to utilize AutoCAD drawings for ISO 9000 documentation
  • Designed and built a new product test lab for product development testing
  • Technical Writer of Boiler Owner’s Guides and work instruction booklets for Genesis and Legend Boiler Products
  • Outside the box thinker and innovator, created integrated communications for remote boiler operations

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