Results-oriented [Job Title] with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements.Versatile [Job Title] trained in [Area] who thrives in dynamic, challenging and fast-paced professional environments. Assertive and enthusiastic, with extensive knowledge of [Skill set] and an unsurpassed worth ethic.
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Defined manufacturing performance standards and reviewed the performance outcomes to set future targets.Identified staffing and capital needs, collected relevant data and wrote justifications for established needs.Lead professional development programs for assembly and operator staff.Reviewed production orders, schedules, delivery dates and inventory levels to determine product availability.Organized, prioritized and managed plant maintenance projects to keep facility safe, efficient and clean.Assessed and trained personnel for promotion to cross-functional operations.
Manage the back-office and onsite day-to-day activities of a staff of 45 + Field Service employees and 4 front-line supervisors. Coached and mentored employees to ensure the high level of customer service was consistent with service agreements and Field Service core values. Reduced customer onsite complaints by 25% by auditing and evaluation of the onsite process and customer service evaluations. ⦁ Accountable for the Field Service Department performance P&L, financial, planning, forecasting as well as non-financial metrics to drive the implementation of KPIs/DEQ's within the process and take corrective action where needed. Maintained greater than 95% on data entry quality metrics and performance indicators. ⦁ Identified potential business development opportunities in large key midstream accounts such as; Chevron, Exxon Mobil, Valero, Kinder Morgan and Plains. Travelled to jobsites to present and educate smaller potential customers on products and services relating to pipeline asset and NDT integrity solutions. ⦁ Worked closely with Area Managers and other Project Managers to provide communication and risk management throughout project life cycles. Facilitated risk reviews at key project stages and identify with stakeholders any mitigating actions. ⦁ Played a significant role in the process of vendor and contractor selection to ensure job scope and HSE / training requirements met the project standards as required in master service agreement and all third party Inspectors and OQ qualified and compliant with DOT. Initiated new HSE policies and procedures to mitigate inherent safety related risks on all projects and coach and guide technicians in a continuous improvement plan to improve the overall safety culture. Reduced number of onsite OSHA recordable incidents and DOT issues by 40% over the past 15 months through awareness training and departmental initiatives. ⦁ Led a core team to focus on customer service and efficiency in 2010 which lowered onsite expenditures by 35%. Developed and implemented the yearly Field Service training plan to align with the overall organizational strategy and forecasting. Provided analysis and training to promote new initiatives in training from customer service, ILI certification levels and succession planning. Trained and supported Field Service Department employees in process changes, system implementations, and policy updates. 2
Organized, prioritized and managed plant maintenance projects to keep facility safe, efficient and clean.Created workforce planning and development models to inform quarterly scheduling and processes.Developed and maintained strong and clear communication and rapport with plant personnel.Coached employees in developing and achieving individual performance goals.Optimized scheduling based on deep expertise of machine capacities and equipment. Inspection tool for each individual survey. Received a 100% on Quality management audit for ISO 9001. ⦁ Supported customers with presentations on tool technology and overview. Answer inquiries on specifications and capabilities of technology to ensure requirements and ILI objectives were met. ⦁ Reviewed production, quality control, and maintenance reports and statistics to plan and modify maintenance activities. Audited mechanical/electronic equipment for conformance with ROSEN ILI operational QA/QC standards. PROFESIONAL AFFILIATIONS ⦁ HR Houston (Local Chapter SHRM) ⦁ Human Resources Certification Institute Society for Human Resources Management ⦁ National Association of Corrosion Engineers
⦁ Masters in Management - Texas A&M University Commerce August 2011
⦁ Bachelor of Science in Management 2008
⦁ Human Resources Management Certification (minor) 2007
Training, Auditing, Business Development, Continuous Improvement, Corrective Action, Customer Service, Metrics, NDT, Pipeline, Project Manager, Risk Management, Quality Control, Root Cause Analysis, Statistics, Budget, Closing, CMMS, Cost Estimates, Maximo, ROI, Scheduling,Spotfire,Change Management
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