Customer Service Manager

ROBERT P. CORNISH

***** *********** ****** ** ~ Coon Rapids, Minnesota 55433

Home: 763-***-**** ~ abmflt@r.postjobfree.com ~ Cell: 612-***-****

Non-normative problem solver seeking interesting problems to solve

Over 25 years of eclectic leadership experience in a variety of industries.

Specialist in quality / business process development and improvement.

Trained in and experienced in utilizing Six Sigma and Lean tools to

maximize productivity, quality, profit, and service to the customer.

Creative, inspirational, a teaching leader with a history of maximizing

corporate resources.

Core Competencies

Operations Management Manufacturing Management

Leadership Development Productivity Optimization

P&L Responsibility Process & Product Development

Inventory Management Culture Change Artist

Quality Management Project Management

Six Sigma Black Belt, Lean Systems Integration

ISO; QS; AS Implementation & Strategic Scope Development

Experience Vendor Management & Negotiation

PPAP development

Professional History

Precise Products Corp, Minneapolis, Minnesota

2007- 2010

A precision manufacturer of tight tolerance machined components and painted

assemblies for the aerospace and medical device industry.

Quality Manager

Scope: Responsibilities include ISO-9000, AS-9000, ISO-13485 and NADCAP

Quality System maintenance with primary focus on customer satisfaction and

continuous improvement.

V Changed company culture by empowering operators rather than stress third

party inspection.

V Lead Six-Sigma team to reduce through put time by 44%.

V Reduced quality issue fire fighting by implementing advanced quality

management software.

V Implemented basic Process Mapping, Kaizen Events, 5-S, FMEA's and

Control Plans as proactive problem solving tools. First project

resulted in a 150% increase in profitability and a 300% reduction in

defects.

V Managed customer required documentation submittals such as PPAP, FAI,

SPC and controlled process certifications.

V Reduced customer Defective Parts per Million (DPPM) from 37,250 to 275

and achieved supplier of the year for 2009.

Auriton Solutions, Roseville, Minnesota

2000- 2007

Non-profit leader in financial crisis intervention counseling with eight

office locations.

Director of Quality and Business Services

Scope: Responsibilities include ISO Quality System implementation and

maintenance. This position provided leadership for the following

departments: Quality Assurance, Customer Service, Operations, Human

Resources, Business Development and Trust Fund Management.

V Achieved first in the nation ISO 9000 certification for a financial

crisis intervention counseling company.

V Co-authored a set of ethical standards as a supplement to the ISO

standard for the financial crisis intervention counseling / Mortgage

Foreclosure industry.

V Developed training guides and auditor briefs for ISO registrar auditors

to facilitate their ISO audits.

V Obtained Six Sigma Black Belt certification without corporate assistance.

V Implemented customer service software to improve customer satisfaction.

V Primary consultant for two additional non-profit companies successfully

achieving ISO certification.

Dealers Manufacturing, Minneapolis, Minnesota

1995- 2000

A remanufacture of industrial, marine, and automotive diesel engines and a

sub-contract distributor of automotive parts within the local five state

region for Ford Motor Company. TS-16949

Operations Manager / Production Manager

Scope: Responsibilities include oversight of engine and automotive part

warehousing and delivery operations for three warehouse facilities.

Coordinated the activities of ten production teams producing six engine

families.

V Created a new product development team to qualify new products prior to

field release.

V Reorganized production flow to maximize through put time across similar

product families.

V Implemented basic inventory transaction controls to improve quality

and accuracy.

V Reduced delivery cost by creating automotive parts delivery Co-op for

Twin Cities Metro.

Metz Baking Company, Roseville, Minnesota

1986-1995

A commercial bakery providing daily service from 20 depot locations in the

Midwest.

Fleet Superintendent

Scope: Responsibilities include vehicle asset management and maintenance

for a 415 unit delivery fleet at five repair facilities.

V Hired as a Truck Washer and progressively promoted to Fleet

Superintendent within three years.

V Changed shop culture to reflect one that emphasized customer service.

V Received company Best Wrench award for lowest operating cost per mile.

V Led a conversion team to convert 15 delivery trucks to burn compressed

natural gas.

Military Service, United States Army

1983-1995

Military Police Sergeant / Squad Leader; US Army, Ft Riley, KS and Taegu,

South Korea.

Combat Engineer Sergeant / Section Leader; US Army Reserve, Onalaska, WI.

Publications/Presentations

V Published article on financial health in Healthcare Financial Managers

Association, March 2004.

V Published article on financial health in Minnesota Physician, November

2005.

V Conducted 7 seminars on Quality ISO implementation, Washington DC, 2003

to 2006.

V Conducted seminar on Industry Audit Techniques to ISO registrar auditors,

July 2006.

V Conducted many seminars on Financial Stress in Work Place, Minneapolis

MN, 2004 to 2007.

Education

V Current student, Cardinal Stritch University, College of Business

Management, Eden Prairie, MN.

V Six Sigma Black Belt, Certificate University of St Thomas, Minneapolis,

MN.

V Certified Financial Crisis Counselor, AFCPE Century College, Woodbury,

MN.

V ISO 9001:2000 Lead Auditor's certification, QAI, Indianapolis, IN.

V QS 9000 / ISO 9001 quality system, internal auditor training, Fridley,

MN.

V Statistical Process Control (SPC) implementation course, I and II,

Fridley, MN.

V Dale Carnage Course. Verbal communications, St Paul, MN.

V Supervisory Management Program, Dakota County Technical College,

Rosemont, MN.

V Certified CPR / First Aid responder, Fridley, MN.

V Viterbo College, liberal arts, La Crosse, WI.

V Western Wisconsin Technical College, Auto/Diesel Mechanics, La Crosse,

WI.

V US Army Primary Leadership Development Course, graduated top of class.

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