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Jim Keblinger 1509 Pinehurst Lane Round Rock, TX 78664 512-731-0221 keblinger@austin.rr.com VP / Director – Call Centers/ Operations / MfgBudget and Cost Control / Lean Concepts / CPI / Warehousing / Inventory Management / LogisticsSix Sigma / Supply Chain / QC / Call Centers / Startups / Turnarounds / Customer Support / International Documented record of increasing efficiency and productivity within the high volume environments of Fortune 500 Dell, Inc. and PepsiCo, Inc. Proactive leader accustomed to creating strategies to propel business units, manufacturing / warehouse operations, and personnel to new levels of collaborative effort and effectiveness. ■ Restructured operations for Dell support teams, reducing costs 16% and raising customer satisfaction 45%.■ Turned around Frito-Lay manufacturing / distribution center, achieving 5th best of 42 in performance. ■ Launched Six Sigma project, established new metrics and reduced aged orders 45%, achieving five year low. ■ Improved on time daily service delivery at Dell from 97% to 99.95%. Key Skills: Thoroughly analyze situations and provide creative, economical solutions. Improve performance against goals. Set practical objectives and efficient, flexible means of meeting them. Build consensus on management teams. Tactful and diplomatic in all communications. Detail oriented with ability to work well under pressure. BS, Mechanical Engineering Technology, Texas A&M University. Highlighted Accomplishments Restructured operations for Dell support teams, reducing costs 16% and raising customer satisfaction 45%. Charged with improving operations and results for customer support teams at six domestic and international locations. Halted work on 60+ projects and shifted focus to improving day-to-day operations, regaining customer satisfaction, and ensuring established metrics were met. Increased customer satisfaction from 48% to 70% in short six-month period and reduced cycle time to resolve customer issues by 40%. Turned around Frito-Lay manufacturing / distribution center, achieving 5th best of 42 in performance. While managing Topeka, KS distribution center, charged with providing guidance to a center in California that ranked 4th worst in the company. Performed five-day comprehensive assessment of facility and identified key areas to improve operations and leadership. Managed implementation of changes, monitoring them over the next year, and making additional adjustments where necessary. Surpassed all expectations for operational improvements and cost savings. Launched Six Sigma project, established new metrics and reduced aged orders 45%, achieving five year low. Discovered over 14,000 orders aged more than 30 days in the U.S. Small Business section. No tracking mechanisms were in place and organization was not equipped to work cross-functionally to resolve the issues. Launched an immediate and comprehensive effort to reduce the backlog. Created new processes to ensure continuous low levels moving forward. Achieved five year low for quarter-end backlogs. Improved on time daily service delivery at Dell from 97% to 99.95%. Commissioned team including manager, process engineers and line associates to formulate a plan to improve timeliness of same day product delivery. Engineered entirely new layout for the pick / pack / ship operation and implemented an effective exception order process. Achieved near perfect metrics on timely delivery of more than 5 million orders in 2002. Career History Director, Small Business Operations / Americas Customer Experience, Dell, Inc., 2006 to 2008. Managed operations for the fulfillment and support of U.S. Small Business orders. Work extended into customer survey operations. Controlled $24M budget, 900 personnel, and four domestic and international call centers. Sr. Manager, Home and Small Business Sales Support Operations, Dell, Inc., 2004 to 2006. Led broad-based sales support functions for Home and Small Business sales segments. Managed three operational locations and 65 personnel. Sr. Manager, Logistics Support / Services Delivery Operations, Dell, Inc., 2001 to 2004. Directed strategic projects to transform Dell Service Logistics globally. Managed two service logistics councils implementing strategies across regions. For Services Delivery Operations, directed 450 personnel at two sites to ensure on time products delivery. Earlier Career: Distribution Manager / Manufacturing Manager / Production Manager, PepsiCo, Inc. (Frito-Lay).
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