Mackenzie K. Doherty
West Chester,Ohio
Summary
Continuous Improvement and Operations Excellence leader with 10+ years of experience improving performance across manufacturing and B2B customer service. Delivers measurable results within months of hire by quickly identifying and addressing the highest impact opportunities. Uses systems thinking, analytics, and change leadership to turn strategy into lasting results.
Overview
12
12
years of professional experience
Work History
Customer Service Lean Manager
Multi-Color Corporation
Batavia, USA
05.2023 - Current
- Member of the Customer Service senior leadership team supporting B2B customer service operations across North America and driving service transformation.
- Standardized customer service operations post M&A by identifying and rolling out best practices across teams, reducing overtime and headcount and delivering $1.5M in cost savings.
- Also helped establish a premium pricing process generating over $11M annually.
- Implemented a tiered SQDCM (Safety, Quality, Delivery, Cost, Morale) performance management system with weekly and monthly Management Operating Reviews (MORs) from site teams through executive leadership, driving year over year improvement across all customer service KPIs.
- Acted as the Salesforce Service Cloud SME from discovery through go-live, and built Power BI reporting that gave customer service leadership and the ELT clear visibility into performance and ROI.
- Helped design and analyze Voice of the Customer and Teammate Engagement surveys, translating results into clear insights for leaders and partnering with functional teams to address gaps.
- Built a real-time KPI dashboard that integrated multiple ERP systems into a single source of truth, enabling self-service analysis for business users and streamlined views for operational and business unit reviews.
- Partnered with Sales to build account-specific financial models that strengthened contract terms and reduced exposure to penalties.
- Led a cross-functional tariff risk program across North America during U.S. tariff uncertainty, building and rolling out an enterprise Tariff Playbook, running SKU and supplier scenario modeling, and aligning teams to protect supply continuity and avoid over $150M in margin exposure.
- Designed and delivered enterprise training in problem solving, analytics, and advanced Excel, and served as the go-to resource for complex Excel automation and data tools used across the business.
Senior Process Engineer - National CI Leader
Harmon, Inc.
Batavia, USA
05.2016 - 05.2023
- Served as the National Continuous Improvement leader supporting manufacturing operations across the U.S., providing hands-on leadership and expertise for the company’s Operations Excellence journey.
- Built and sustained a structured continuous improvement culture by establishing tiered management, standard problem solving, visual management, and Lean scorecards across manufacturing sites.
- Facilitated hundreds of Kaizens ranging from daily operations to national, cross-functional initiatives, impacting safety, quality, delivery, productivity, value streams, and plant layouts.
- Led a multi-department merge and batch size reduction initiative across manufacturing facilities, achieving an 88% reduction in lead time, 50% footprint reduction, 80% batch size reduction, and 95% reduction in work-in-process.
- Standardized best practices across manufacturing sites and implemented audit processes to ensure consistent execution and sustain improvements.
- Developed KPI tools and dashboards to support performance management from plant-level teams through national leadership.
- Trained and coached hundreds of employees, from frontline operators to leaders, on continuous improvement tools, problem solving, and Lean principles.
- Supported executive leadership in analyzing manufacturing capacity and utilization across North America to enable revenue growth from $350M to $550M based on market forecasts.
- Supported the integration of an acquired sister company by establishing Lean fundamentals, training the site’s CI resource, and enabling benchmarking to accelerate adoption.
- Continuous improvement efforts contributed to a 50% reduction in headcount, 30% productivity gains, 5% labor savings versus estimates, and over $4M in bottom-line impact through labor, material, and process efficiencies.
Process Engineer Co-Op
St. Bernard Soap Company
Cincinnati, USA
01.2015 - 08.2015
- Reduced raw material and utility usage, delivering over $350K in annual savings.
- Applied Lean Six Sigma methods to recalibrate in-process control limits and reduce over-pack costs.
- Led equipment failure analysis and implemented preventive countermeasures to improve reliability.
- Partnered with a hot-melt adhesive vendor to reduce material usage, saving over $50K annually.
Process Engineer Co-Op
Patheon Pharmaceuticals
Cincinnati, USA
01.2014 - 05.2014
- Supported manufacturing process and equipment upgrades within the granulation department.
- Gained cross-functional exposure across engineering disciplines within a regulated manufacturing environment.
- Worked with vendors and contractors on parts sourcing and process improvements.
Education
Bachelor of Science - Chemical Engineering
University of Cincinnati
Skills
- Lean/CI
- Kaizen & A3
- Problem Solving
- Kaizen Facilitation
- Change Management
- BI/Data Analytics
- Value Stream Mapping
- Process Mapping
- Collaboration
- Influential Leadership
- Detail Oriented
- Self-Motivated
- Leadership
- Microsoft Office
- PowerBI
- Power Query
- Salesforce
- Smartsheet
- ERP
Timeline
Customer Service Lean Manager
Multi-Color Corporation
05.2023 - Current
Senior Process Engineer - National CI Leader
Harmon, Inc.
05.2016 - 05.2023
Process Engineer Co-Op
St. Bernard Soap Company
01.2015 - 08.2015
Process Engineer Co-Op
Patheon Pharmaceuticals
01.2014 - 05.2014
Bachelor of Science - Chemical Engineering
University of Cincinnati