High-performing Operations Manager with over 40 years of experience delivering successful improvements for business operations, profitability, and team development. Resourceful project manager and compliance specialist to thrive in fast-paced and changing environments. Dedicated to sustaining operational accuracy and delivering results for optimal profitability.
Managed company operations with responsibility for profit and loss, scheduling, training and inventory control for OAK and San Jose CA customer service centers with combined revenues in excess of $12million per annum.
Managed salaried employee related matters, such as attendance, relations, hiring, performance, retention, safety, scheduling and training. Empowered and encouraged department heads to work individually and collectively to meet market goals and objectives. Conducted quarterly performance reviews providing coaching and feedback to benefit both the company and employee. Maintained safe work environment through effective administration of employee safety and security programs and initiatives such as "green cross", "5S", and "OSHA." Drove regulatory compliance through daily promotion and enforcement of Good Manufacturing Practices (GMP'S), Standard Operating Procedures (SOP'S), and Standard Sanitizing Operating Procedures (SSOP'S) resulting in average audit and inspection scores of 94%. Reduced cycle time by using data-elements to identify relationships between data elements processes, people and systems. Analyzed multiple processes and systems from procurement to final mile. Working backwards developed tools. e.g., Venn Diagrams, Process and workflow diagrams, Internal Feedback Loops (IFBL). Variable (VPS) and Master Production Schedules (MPS) to reduce bottlenecks and improve throughput in all areas, resulting in 24% drop in overtime, netting savings of 86K year over year.
Observed, analyzed the needs of the undeserved post-Covid. Determined and allocated appropriate resources; facilities, labor, funding, equipment, and strategies to adequately serve those communities. Developed and cultivated partnerships with local food banks and other community activists. Solicited donations of foods, toiletries, clothing, and funding from partners, friends, and family. Planned, produced, assembled, and delivered 120 nutritious and restaurant-quality meal and beverage kits along with toiletry kits, and masks weekly. Inventoried, cataloged laundered, separated, and store articles of clothing including footwear by size and gender. Delivered clothing to patrons monthly. Promoted activities on social media platforms and by word-of-mouth to fundraise, and boost community engagement.
Served as compliance officer for Oakland, Sacramento and San Jose Market. Established key metrics, promoted and enforced procedures and quality standards. Completed, performed various internal and external audits and inspections and submitted results and correctives to internal and external stakeholders. Reviewed qualitative and quantitative data to identify and address any issues. Immediately applied Corrective and Preventative Actions (CAPA) to address any deficiencies. Kept meticulous records of quality and safety audits, inspections, training records, corrective actions, process reports and statistical reviews. Reviewed internal and external customer feedback and activity reports to identify and address concerns. Fielded customer complaints and rectified service issues. Appraised and adhered to customer and regulatory requirements and worked to maintain exacting standards. Partnered with corporate team in planning, managing and executing seamless transfer of 30 plus million retail business from LSG San Jose CA to LSG Sacramento CA. Personally planned, orchestrated, executed key elements of movement of retail quality assurance department, incorporating existing processes with new guidance, SOP'S, SSOP'S for newly constructed Sacramento plant.
Personally developed, coordinated, implemented, monitored and managed audit plans for each respective client or regulatory body from inception to end, leading to the highest audit score of 97.35% from Alaska Airlines and 95.48% from Seven Eleven respectively. Negotiated contract with new outside cleaning service reducing costs from $8,120.72 per week to $2,845.66 realizing net savings of 65% for same services from vendor to vendor.
· Reorganized sanitation team by incorporating heavy-duty-cleaning functions into in-house Sanitation Cleaning Schedules without adding staff thereby recouping $2845.66 per week paid to outside contractors. Implemented variable production schedules (VPS) for QA Technicians which led to reimagining of QA department, reallocation of labor, and 3% reduction in departmental overtime. VPS formally adopted and implemented by corporate QA.
Managed key account for North American Region with responsibilities for market financial and operational performance relative to planning, profit and loss, safety and security and quality with combined revenues in excess of $31million per annum. Managed and coordinated all correspondence and interaction between customer and 14 customer service centers visa vie announcements, conference calls, face2face meetings and presentations. Standardized database of all company products and services, technical specifications, qualitative and quantitative metrics, standard operating procedures, communiques, and schedules, Served as liaison between customer and service centers. Assisted parties with investigating, monitoring and resolving sensitive and complex customer issues. Addressed. mitigated or escalated situations to drive customer satisfaction ratings and organizational objectives. Set clear expectation and timetables for all deliverables. Built client rapport while accurately processing financial documentation and troubleshooting technical discrepancies through completion. Delivered continuous training to account and operations teams to maximize performance and customer relations skills. Generated reports on KPIs to track and improve key metrics.
Managed assembly, equipment & services, production and logistics activities for twenty-four-hour airline catering operation. Trained direct reports to manage to KPI. Promoted, measured and enforced compliance through daily, weekly and quarterly tracking and review of financial, operational and qualitative records. Developed and implemented systems and procedures, such as Corrective And Preventative Action plans (CAPA), Total-Cycle-Time (TCT), Just-in-Time (JIT), Lean Manufacturing Systems (LMS) to control costs, minimize inventory and maximize efficiency. Led successful startups of 5 international and 4 domestic key accounts accounts. Developed action plans; Developed. planned, and coordinated all aspects of start-up including staffing, systems, specifications; equipment, processes, workflow, and last mile logistics requirements for each account resulting in smooth and complete integration of key accounts.
Majored in business management. Minored in accounting, economics, and finance.
Hazard Analysis Critical Control Points (H.A.C.C.P.)
Developed, and directly managed project plans for each of three newly acquired key accounts from initiation, planning, execution, monitoring, and control to closing.
Successfully led and organized the launching of these three key accounts at San Jose Plant from April 2017 to March 2019.
Introduced and implemented IFBL, JIT, VPS, MPS, LMS tools to reimagine process and standardize workflow. Reduced labor costs by $74K from August of 2018 to February of 2019.
Continuously improved performance of last-mile logistics by analyzing traffic and weather patterns, service requirements, airport regulations, customer specifications, internal processes, procedures, schedules, and resources to map out to forecast and allocate resources.
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