Patrick McGovern

504 Wells Ln H: 209-599-2415

Ripon, CA 95366 C: 209-247-9634
Continuous Improvement/Operations Manager skilled in shop floor to the boardroom
strategy execution. Highly transferable expertise includes general/project mana
gement, budget control, problem resolution, safety, quality and multisite team m
anagement/training.
Certified Six Sigma Black Belt
Cut operating costs $1+ million for Fortune 50 industry leader.
Took on-time service to 98% in 2 years, an 18% increase; bolstered customer sati
sfaction 20%.
Led large project that saved $500,000 to $1 Million through implementation of im
proved job efficiency strategy for statewide Field Technician organization
ANALYTICAL PROBLEM SOLVER ... propels organizations to the next level while focu
sing on the bottom line.
* Slashed rework 10% saving $750K annually; improved quality, reporting and pro
ductivity.
* Took inventory variance from 25% to 3%; spearheaded cost-saving initiative.
* Awarded for increasing parity 33% in 8 months; key in achieving FCC complianc
e.
ADEPT STRATEGIST ... leverages broad-based skill set to enhance competitive adva
ntage.
* Reduced customer escalations from 1800 to under 400 in 6 months; launched and
managed 60-person customer service organization for new division.
* Interfaced with 10 different CWA unions; reported to Director, managed commun
ications and resolved grievances.
* Led corporate training program; coached management team on new reporting appl
ication affecting 300 technicians.
PROFESSIONAL PROFILE
Outstanding presenter, communicator and motivator who clearly delivers objective
s and elicits top performance. Skilled in producing results in fast-paced, chall
enging environments.
Astute, articulate professional with a passion for excellence.
EDUCATION
MS, Telecommunications Management, Golden Gate University, San Ramon, CA.
BS, Business Administration & Finance, California State University, Sacramento,
CA. Received
additional training through Dale Carnegie, QualPro and Decker Communications.
CAREER HISTORY
E. & J. Gallo Winery, Modesto, CA 2009-Present
SERVICE EXCELLENCE MANAGER - CUSTOMER SERVICE/LOGISTICS
* Lead Team responsible for performance metrics, continuous improvement, custom
er satisfaction, and customer claims for Global Customer Service/Logistics Depar
tment
* Global Lean Six Sigma Champion responsible for improving productivity and rem
oving unnecessary costs throughout Gallo Domestic and European Customer Service/
Logistics
* Led 3 Lean Project Teams to remove over $55,000 in unnecessary costs in 2009
and projected to reduce annualized costs by $75,000
AT&T, locations throughout Northern California 1996-2009
DOW 30 industry leader
SIX SIGMA BLACK BELT (01/07-03/09)
* Certified Six Sigma Black Belt in Statistical Process Improvement
* Project Lead of 22-State Process Improvement Projects for Operations organiza
tion
* Successful completion of 3 Six Sigma DMAIC Projects that created cost savings
of over $500K annually.
AREA MANAGER - DSL FIELD OPERATIONS ("01-"06)
* Direct DSL operations at 17 sites representing $3 million in annual revenue a
nd 500K customers for AT oversee safety, customer satisfaction, reporting accura
cy, grievance resolution, productivity and training
* Trained 50 staff throughout career with AT Train the Trainer topics included
Field Reporting / Inventory Management
AREA MANAGER - ADVANCED SOLUTIONS INC. STAFF ("00-"01)
* Selected to guide and manage $250 million budget for 4 disparate organization
s of AT&T.
* Initiated successful employee recognition programs to retain qualified staff.
SENIOR ENGINEER ("98-"00)
* Served at AT&T Construction & Engineering Headquarters on FCC 271 compliance
team.
* Implemented automated tracking database throughout Southern CA to ensure accu
rate reporting.
* Testing, model building, and analysis of Telcordia's Technology Management Mo
dule (TMM) product.
* Project Manager in creation of programs to clean up application within compan
y system, which reduced the quantity of held orders due to erroneous data.
OUTSIDE PLANT ENGINEER ("96-"98)
* Responsible for 3 cities in Bay Area; secured optimal capacity for neighborho
od networks.
* Designing outside plant facilities, including building entrance facilities an
d outside plant infrastructure
* Analyzing business and residential problems. Resolving them in expedient and
cost effective manner.
* Communicating effectively to meet critical due dates and commitments.
* Constant use of intensive oral and written communication skills.
AFFILIATIONS
UNIVERSITY OF PHOENIX INSTRUCTOR 2008
* Instructor of multiple Business Management courses within the University's Un
dergraduate Business and Management School