Customer Service Manager
Resume:
Bobby Pelfrey
Xenia, Ohio *5385
Cell: 937-***-****
Email: accoq8@r.postjobfree.com
Over 25 years Management and Manufacturing experience dedicated to achieving profitability, safety, and outstanding customer service. Energetic professional with exceptional analytical, organizational and people skills. Strong personal ethics and integrity. Convey a professional image of honesty, compassion and concern for the needs of our Team Members and customers. Highly organized team-builder with strong leadership experience. Excellent communicator seeking a challenging position utilizing current skills and abilities.
Experience
General / Production Manager 11/2012 – 1/2014
BCE - Manufacturing Division, Franklin, Ohio
(BCE manufactures brackets, mounts, cables and various systems mounting hardware for
The US Army Stryker Vehicle)
Developed the manufacturing and ISO compliant quality procedures.
Responsible for scheduling, purchasing, production, quality and delivery of all products.
Responsible for compliance and delivery of Government 8A (Minority Set Aside) contracts.
Responsible for all phases of day to day operations of the Division.
Contract bids / proposals.
New company, developed all production and quality processes.
Developed and instituted Quality Manual.
Sales growth of Manufacturing Division to over $3M in first year.
General Manager 4/2007 - 9/2012
Ventari Corporation, Miamisburg, Ohio
(Ventari manufactured brackets, mounts, cables and various systems mounting hardware for
The US Army Stryker Vehicle)
Developed a rapid customer response process to provide "concept to prototype to production and delivery" to meet military needs.
Developed the manufacturing and quality procedures.
Responsible for scheduling, purchasing, production, quality and delivery of all products.
Responsible for compliance and delivery of Government 8A (Minority Set Aside) contracts.
Worked with Government Engineers during the initial fielding of the Stryker vehicles (Iraq war) to improve safety and function of various systems of the vehicle.
Responsible for quality / cost improvements within corporation.
Contract bids / proposals.
New company, developed all production and quality processes.
Developed and instituted Quality Manual.
Sales growth to over $20M per year.
Ventari given "ARP" Alternative Release Procedure status with US Government. Quality was highest standard, ARP allowed Ventari to ship directly to US Army without government inspection.
Ventari Corp recommended as "Supplier of the Year" to US Army, 2 times
Bobby Pelfrey - cont'd Page 2
Program Manager 1/2001 - 4/2007
Mil-Mar Century Corporation, Miamisburg, Ohio
(Mil-Mar Century manufactured brackets, mounts, cables and various systems mounting hardware
for the US Army Stryker Vehicle, Hippo LHS 2000 gallon Potable water Distributor, LHS Boat
Cradle and many other Army systems)
Responsible for scheduling, purchasing, production, quality and delivery of all assigned programs.
All training specific to product / program, work instructions and routers.
Documentation for government programs i.e.: Employee Certifications, Mil-Certs, quality checks.
Contract costing / proposals.
Designed developed many systems for the "Hippo" Potable Water Distribution System.
Developed and designed many of the antenna / equipment mounts for US Army Stryker vehicle.
Worked with TACOM engineers to develop the "Kitting" strategy for reset of Stryker vehicles.
Mil-Mar Century was given "ARP" Alternative Release Procedure status with US Government. Quality was highest standard, ARP allowed Mil-Mar to ship directly to US Army without government inspection.
Mil-Mar Century Corp recommended as "Supplier of the Year" to US Army, 2 consecutive years.
National Manager 7/1997 - 1/2001
GM Company Vehicle Office, Kettering, Ohio
(General Motors Company Vehicle Office - controlled all GM company owned vehicles for engineering and Executive lease program.)
Managed a staff of over 25 persons responsible for ordering, delivery and disposal of corporate owned vehicles. Over 2500 vehicles in fleet at any given time.
Managed "transition" from General Motors to Delphi Company Vehicle Office.
Responsible for all guideline and legal compliance within the office - State, Federal and Corporate
Customer Contact Coordinator 1/1987 - 7/1997
Harrison Thermal Division of GM, Moraine, Ohio
(Customer Contact program created to allow division to become immediately aware of any component failure at any customer assembly plant.)
Managed a team of 30 staff to provide "real time" customer service / feedback on air conditioning systems/ components within 12 General Motors Assembly plants in the US, Canada and Mexico.
Chaired the ICA (Irreversible Corrective Action) meeting for Division 5 for 5 years.
Responsible for all Internal Customer Satisfaction Surveys and corrective actions for my division. Served as Division 5 ISO/QS9001 Training Coordinator.
Extensive travel with just minutes notice to address any assembly problems with our components.
Customer Contact also monitored all warranty on a/c and heating systems and worked with appropriate engineering groups to eliminate warranty issues.
Responsible for all quality and production issues at 12 General Motors Automotive Assembly plants in the USA, Canada and Mexico.
Active team member for A/C warranty reduction to world class.
Harrison Customer Contact Program became benchmark and model within the corporation for Customer Service.
Product Development and Improvement Team Member for 9 years.
Irreversible Corrective Action (ICA) Team Facilitator for 5 years.
Bobby Pelfrey - cont'd Page 3
Education and Credentials
2000+ Hours Management Training, Customer Service Training, Problem Solving and Quality Training
Skills include: PPAP Submission, Failure Mode Effects Analysis (FMEA), Preventive Failure Mode,
Effects Analysis (PFMEA), Trainer for ISO 9000/9001 and QS 9001, Cost &Waste Reduction,
Lean Manufacturing, Pull Systems, Continuous Quality Improvement.
High School Diploma - Xenia High School, Xenia, OH
Computer skills include Microsoft Office Suite (Outlook,Word,Excel & PowerPoint), Peachtree
References:
Available on request
Contact this candidate