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Title Customer Service Manager
Target Location US-MN-Saint Paul
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Corrections Manufacturing Specialist   Minncor:

03/2005 t0 06/15/2015

Demonstrates good human relations and communication skills to work a wide range of clientele, both internal and external. Experience supervising employees in a unionized environment. Plans, organizes, assigns, and directs work activities of inmate workers so that production deadlines and quality assurance standards are met. Setting production goals, while scheduling a sufficient number of inmates to complete the job, and inspecting final products before shipping.
Selects, promotes, rewards, and disciplines inmate workers so that the inmate work force is treated equitably while also ensuring that production standards are maintained. This is accomplished by reviewing inmate records, interviewing inmate job candidates, and evaluating performance against established standards of productivity.
Trained inmate workers in the techniques used in the lean manufacturing process to develop and apply inmate job skill levels to produce quality products to customers' specifications within contract deadlines.
Determines production schedules so that production deadlines are met. This is accomplished by: forecasting the amount of supplies, staff, equipment, and additional work hours necessary to complete production.
Report to management so that industry activities are accurately monitored and evaluated. Compiling and completing inmate evaluations, periodic inspection reports, safety and accident reports, and production and cost reports.
Training methods sufficient to explain and demonstrate manufacturing tasks so that inmate workers understand and learn their assigned jobs.
Assigned production tasks at MCF Stillwater;
1.Assembling Farm & light/heavy duty Tractors for Northern Tool.
2.Anagram; my shop consisted of Interstate inflation and DOC work.
Assigned production tasks at MCF Faribault;
1.Anagram
2.Refurbishing the new K-Units

Correctional Officer - Minnesota Department of Corrections:

10/2003 to 04/2005

Supervised and monitored offenders using all interpersonal skills, listening, watching body movements, written and oral communications sufficient to relay sensitive information to offenders as well as staff, the public, law enforcement agencies and attorneys. Reported all negative and positive behavior on offender s daily activities, while following the rules and policies of the institution. Routine duties consisted of using conflict resolution skills to effectively solve problems and confrontations that jeopardize the organizational harmony and cultures in the institution. Daily duties include, random pat searches, cell extraction's, verbal commands, cell hall monitoring and watch tower duty along with weapon certification. Being a positive role model while interacting with groups of offenders or an individual offender with the constant emphasis on public, staff and offender safety. Passed a six week Corrections academy, which included certification in CPR and first responder.

Production Supervisor - Structural Wood Corp.:

06/2002 to 10/2003

Directly Supervised trained and prioritized daily work in an advanced professional level environment for thirty hourly employees and fifteen to thirty
Temporary personnel. Forecasted and reviewed future projects. Knowledge of human resources principles, procedures and systems to manage and maintain a team type atmosphere in the labor environment in accordance with affirmative action and equal opportunity policies. Supervised and Managed departments such as; Assembly, Paint and Stain, Insul-rim production, Shipping and receiving department also final inspection and field audits, Sanding department, Maintenance and Quality control.
Conducted production lean cross training to ensure the facility was up to task on all work situations. Enforced all O.S.H.A and safety policies and held quarterly safety meetings. Held weekly meetings with my department lead s, maintenance, sales, customer service, and engineering department and other management, to discuss all aspects of the company. Interviewed hired, trained and reviewed all production employees. Worked with all departments to ensure top quality workmanship and on-time deliveries, with the highest priority being customer satisfaction. Excelled in the areas of planning, project management, lean production, inventory, facilitating, and customer service with an emphasis on being an approachable people person.

Account Manager - Bernafon Inc.:

05/2000 to 11/2001

Provide customer sales and service support concerning products, product updates and account information while working as a team with regional territory manager to successfully sell product. Recruited new customers and new business from existing customers by attending state hearing aid, and audiology conference's and making daily quota of incoming and outgoing phone calls.
Consistently met budgeted monthly sales quota.
Knowledgeable in the hearing aid industry, including distribution process, retail market and consumer market.
Understanding of anatomy of the ear, hearing loss and how hearing instruments are manufactured.
Eliminated customer concerns by analyzing and rectifying situations while following company policy and procedures.
Worked closely with production to ensure on time delivery.
Budgeting
public speaking
Inside/outside sales

Snow removal - Self-employed:

08/1997 to 05/2009

Residential and commercial contracts for snow removal, parking lots, driveways, sidewalks. Use of plow truck, snow blower, frontend loader to remove or relocate snow for proper drainage.

Union Carpenter - Isaac Brown Builders Inc.:

01/1997 to 05/2000

Assisted in the construction of town homes, single family homes, hotels, restaurants and senior centers. All aspects of carpentry, from rough to finish.
*Full knowledge of blueprint reading
*Passing all certification for use of heavy machinery, dozer, lifts, crane, loader, dump truck.
*Full knowledge of power tools and ability to use them in a safe and skilled manner
*Awareness of union rules and obligations including dues and upgrade programs
*Knowledge of shop math to successfully bid, build, repair and remodel all buildings, wood structures.
*General knowledge of basic electricity, plumbing, HVAC, and mechanical systems.
Branch Manager/ Operations Manager - Heartland Industries:

11/1996 to 01/2000

I supervised eight Sales representatives and up to forty-five construction crews, building maintenance, housekeeping and grounds keeper staff. Ordered all building materials and scheduled truck shipments. Bid on residential garages and large storage buildings, both new areas to the company. Communicated with corporate office daily on pricing, subcontractor issues and permit licensing. Instrumental in trade shows threw out the year and getting the company into the Minnesota State Fair.
Eliminated multiple steps in the ordering process by developing a standardized system.
Met with city board members and mayor's to enable construction in communities. Knowledge of local and State of Minnesota building fire codes.
Gained great knowledge and experience in the area of landscaping, grounds keeping due to the design and placement of display models at our sales lot and Dealer's. Traveled to construction sites throughout Minnesota, Iowa, Wisconsin, Michigan, North and South Dakota to conduct field audits and inspections. Trained all new contractors on correct building standards. Used my carpentry skills, tools and background to build wooden storage sheds, weekend cabins and garages on a daily bases. Organizational skills include customer service, negotiating, budgeting, facilitation, lean manufacturing, project management and planning. Developed strong relationships with vendors, contractors and staff.

Assistant Manager - Heartland Industries:

09/1995 to 11/1996

Hired, trained, and supervised all subcontractors and shop help. Effectively dealt with subcontractor s daily assignment of jobs and trouble shooting. Also issued supplies for construction of projects, work performance evaluations, quality and workmanship. Ordered materials and kept inventory current. Efficiently dealt in customer relations and field repairs.
Started a state wide sales campaign to all trailer parks and churches.
Cut customer complaint ratio in half by initiating a weekly on site follow up inspection on all subcontractors to ensure job was performed to the standards of Heartland Industries.
Eliminated accounts receivable by 35% as a result of traveling to the construction site, for inspection and account collections.
Reduced lumber cost by 10% thru compiling price research on fourteen different lumber yards.
Attended all trade shows and assisted in greatly improving displays thru
Landscaping, Lighting and informational brochures.
Built a small wooden storage shed every day, using my tools and company supplied materials, to completely understand all specifications. Taught shop and contractors the concepts of lean manufacturing, to reduce cost of lumber and labor time.

Lead Operator -injection mold:
02/1991 to 09/1995
Worked as lead plastic injection mold operator on the third shift and built homes during the day.

General Contractor - Self-employed, General Contractor:

02/1991 to 09/1995

Licensed General Contracted for custom homes in the Washington County area while working at Eco-Water night shift. Assisted in all rough framing, siding, roofing and finish carpentry. Responsible for all bids, estimates, contractor s work and inspection of work done on job site. Full knowledge of building codes. Held a respectable relationship with all building inspectors. Dealt with a wide range of Vendor s during the four years I was a General Contractors.

General Plant Helper - Northern States Power (Now Xcel):

09/1990 to 02/1991

Assisted in all aspects of plant operations. This was a six-month temporary position. Crew leader for construction, maintenance, grounds-keeping, and janitorial projects and helped build wooden structures, out buildings and many other blueprinted projects. Enforced plant and State OSHA policies and guidelines for safety. Became proficient and then certified on all grounds keeping, janitorial and heavy equipment, including dozer s, Euclid s, front-end loaders, cranes and dump trucks. Worked at heights of up to 300 feet on main exhaust stack and experimental wind towers, also depths of 80 feet below surface on coolant pipes and water discharge from plant. Operated and engineered trains and unloaded coal cars to fill hoppers along with using a bucket crane to remove coal from river barges. Assisted in repairs to plant boilers, generators, coolers, conveyors, and towers, ECT. Considerable knowledge of the methods, equipment and materials used in the maintenance and housekeeping areas.

Production Supervisor - Rexton Hearing Instruments:

08/1987 to 08/1990

coordinated production schedules with my group leaders to organize plan and direct work activities for the lean manufacturing of custom fit hearing aids. Hired, trained and reviewed all production employees for monetary incentive's as well as performance rating. Implemented lean cross training and support teams to promote production staff enlightenment, and a leaner employee roster. Worked closely with shipping and receiving departments to ensure proper deliveries and controlled inventory of parts and material. Ensured availability by being hands on production floor supervisor, for quality inspections, staff issues, production roadblocks and all other detours in between. Enforced all company policies along with safety regulations and held monthly safety training seminars.
Youth Counselor, - Hennepin County Home School - Intern:

08/1989 to 08/1990

Supervisory experience directing Male and Female residents in a controlled living unit/school setting. Planned and organized daily work and activities. Presented myself as a positive role model, an active member on many groups and a personal counselor to many residents. Monitored all movement and behavior, along with daily reports on situations that arose, and progress of students. Participated and certified in all defense and safety procedures.

Siemens Hearing Instruments   Ear mold Lead:

08/1987 to 08/1989

Coordinated production schedules with my group leaders to organize, plan and direct work activities for the lean manufacturing of custom fit hearing aids. Hired, trained and reviewed all production employees for monetary incentive's as well as performance rating. Implemented lean cross training and support teams to promote production staff enlightenment, and a leaner employee roster.

Body Shop Manager/ Painter - Ted s Auto Body and Collision:

05/1979 to 08/1987

Shop Manager at one of our three family owned Body shops. Ran the daily operations of estimating, customer service, distribution of daily work, scheduling all future work, hired, trained and terminated all employees at my location. Worked with local and national representatives to improve auto body products (paint, clear coat s, sandpaper, bonding agents). Worked in all aspects of the industry, painting, body, repair, welding, dismantling/ assembly, sanding/ masking, buffing and delivery.
Directly responsible for all accounts, payroll, account receivable, taxes, insurance and the yearly budget.

Education:
University Of Minnesota, St. Paul Campus
Behavior Science
GPA: 4.0
Minor: Human Behavior
Lakewood Community College, White Bear Lake, Minnesota
Behavior Science
GPA: 3.8
Minor: Human Behavior
Hummingbird Aviation (Helicopter School), Eden Prairie, MN
Advanced Aviation
July 2011
GPA: 4.0
Minor: Associate in Aviation
Lake Superior College, Duluth, Minnesota
Commercial Pilots license (helicopter)
Completion date 06/2015

Dakota County Technical, Rosemount, Minnesota
Certificate, Construction Principles
May 1990
GPA: 4.0
Minor: Construction Math
Century College, White Bear Lake, Minnesota
Certificate, Management and Supervision-APICS
September 1988
GPA: 4.0
916 Vo-Tech, White Bear Lake, Minnesota
Certificate, Auto body Painting and repair
March 1985
GPA: 4.0
916 Vo-Tech, White Bear, Minnesota
Certificate, Boilers License, Class D
August 1979
GPA: 4.0

Training:
CPR and First Responder, 2003-2015

Licenses and Certifications:
General Contractor-Four year licenses, 02/1991-09/1995
Certified Heavy equipment operator, Excel Energy, 1990-1991
Forklift operator/trainer-certification, 07/2002 & 2011
Working toward a Commercial Helicopter license, completion date 6/2015

Other Information:
I have a great deal of education, employment and life experiences, that have helped me in my positions of supervision and leadership roles, which I try to apply to my everyday personal and professional life. I have enjoyed the virtue of a wildly diversified background, that has allowed me to enter different professions with an open mind and the confidence that I can do anything that is asked of me. I have
been fortunate in the way of working in areas that require quick and spontaneous response to situations in which I feel very confident.

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