Enthusiastic professional eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Motivated to learn, grow and excel in Human and Health Services industry, and to obtain a position as a Case Manager, in which knowledge and experience attained, will allow me to become an asset to your company, while allowing for personal and career growth as well.
Skills
Compassion
Interpersonal and written communication
Leadership
Self-motivated professional
Customer service oriented
Pleasant demeanor
Team builder
Professional phone etiquette
Critical thinking
Proficient in MS Word, Office, Excel, PowerPoint
Valid Driver's License
10+ years experience working with youth
Work History
07/2011 to 01/2021
Senior Engineering Technician/CVD Process SustainerAvepoint – Jersey City, NJ,
Mentored junior engineering technicians.
Controlled engineering activities to maintain work standards, adhere to timelines and meet quality assurance targets.
Implemented best practices to guide junior team members.
Defined engineering problems, collected data, established facts and drew conclusions to solve project issues.
Determined project specifications by thoroughly studying performance standards, requirements and technical studies.
Confirmed product performance by performing tests and troubleshooting difficulties.
Assessed scope and requirements to make accurate project design determinations for Six Sigma waste reduction projects.
Trained and managed group of 30 engineers and junior engineering technicians.
Planned, developed and implemented strategies to convey information with key decision makers.
09/2009 to 07/2011
Customer Service Performance CoachAdvanced Testing Laboratory – Mason, OH,
Forged and nurtured impactful relationships with customers to cultivate loyalty, boosting customer satisfaction ratings 35%.
Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge.
Trained, mentored and developed personnel regarding company operations, policies and services.
Instructed customers on various ways to resolve billing issues and service issues while processing 80+ billing payments daily.
Maintained up-to-date knowledge of product and service changes.
Cross-trained and backed up other customer service managers.
Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Implemented and developed customer service training processes.
Kept team on track by assigning and supervising their activities and giving constructive feedback
07/2007 to 07/2009
Customer Account ExecutiveCOMCAST – City, STATE,
Built rapport with customers and maintained loyalty by providing fast, knowledgeable service.
Utilized professional telephone skills and extensive knowledge of telecommunications industry to persuade customers to take advantage of company offerings.
Maintained attitude of continuous improvement and competitive approach to sales benchmarks.
Communicated with approximately 120 customers daily to understand needs and explain product value.
Led targeted training programs to educate staff on product benefits and service capabilities.
Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
Remained current on industry trends to better understand customer needs, product effectiveness and sales tactics.
Assisted customers with bringing past due accounts current.
Assessed customer needs and recommended reasonable repayment options based on their budget.
Processed 70+ bill payments per day.
Answered 100+ incoming calls daily.
03/2002 to 12/2006
Electronics TechnicianUNITED STATES ARMY – City, STATE,
Used diagnostic and testing processes in collaboration with product engineers to identify, define and solve development issues.
Assembled electrical and electronic systems and prototypes according to engineering data and knowledge of electrical principles, using hand tools and measuring instruments.
Fixed circuit boards and wire harness problems using schematics, wiring diagrams and testing instruments.
Reviewed and interpreted technical documents, including service manuals, specifications, wiring diagrams and blueprints.
Performed acceptance testing and measurements on electronic components and assemblies to verify system compliance.
Improved production by studying and applying build and test applications.
Conducted semi-routine electronic testing, chronicled data and provided detailed reports to engineering team.
Completed proactive maintenance and repair actions to keep equipment operating at peak levels.
Procured parts and maintained inventory and related documentation.
Educated equipment operators on proper use of equipment.
Inspected systems, diagnosed problems and developed optimal solutions.
Maintained system logs or manuals to document testing or operation of equipment.
Used information in technical diagrams, schematics and manuals to understand operations and make successful repairs.
Responded to problems with processing and production equipment and completed timely repairs.
Education
Expected in 2012
Bachelor of Business Administration: Shorter University - Rome, GA GPA:
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Senior Engineering Technician/CVD Process Sustainer
