Supervisor- Technician Logistics- Denver Resume Example

· Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.

· Monitored employee performance and provided coaching and constructive guidance to address areas of concern.

· Maintained compliance with company policies, objectives and communication goals.

· Set overall vision and provided team leadership.

· Set and managed schedules to give proper coverage to required areas and meet customer service demands.

· Adjusted job assignments and schedules tokeep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.

· Evaluated employee performance monthly and coached and trained accordingly, increasing quality of work and employee retention.

· Interviewed, hired and trained new employees for a Universal Agent position.

· Provided coaching and counseling to 13 employees to encourage professional growth as well as meet short- and long-term goals.

· Process mapping and launching of several new tools for the region – (OAS, WFX scheduler, Automated Dispatch Tech Exception Manager)

· Communicated effectively with field personnel regarding any customer-impacting concerns, minimizing the need for future contacts

· Successfully contributed to the departments achievements and surpassing of iChat/EROne goal of 90% by achieving a personal Service Level Agreement of 98% thus helping to improve the customer experience

· Improved the customer experience metric by achieving and surpassing monthly Average Time to Install (ATTI) goal of 5.5

· Consistently implemented new procedures as well as trained co-workers, as a result helped to reduce downtime for training from 1 week to 4 days

· Allocating resources and balancing quota efficiently to help achieve our Average time to Repair (ATTR) goal of 36 hours

· Overachieved Service Level Agreement (SLA) goal of 80% by managing, processing and completing all tech exceptions (TEM) within my charge in a timely manner with 99% accuracy

· Assisted with forecasting, scheduling, service level and technician performance reporting

· Assisted with the development of annual, monthly, weekly and daily projections of staffing requirements and shift vacancies

· Recommended and assisted technical operations leaders in the development and execution of staffing plans and shift bids

· Coordinated special projects between different Field Fulfillment Office (FFO) teams along with all the other day to day changes

• Assisted with the end to end process mapping and launching of several new tools for the region – (OAS, WFX scheduler, Automated Dispatch Tech Exception Manager)
• Communicated effectively with field personnel regarding any customer-impacting concerns, minimizing the need for future contacts
• Successfully contributed to the departments achievements and surpassing of iChat/EROne goal of 90% by achieving a
  personal Service Level Agreement of 98% thus helping to improve the customer experience
• Improved the customer experience metric by achieving and surpassing monthly Average Time to Install (ATTI) goal of 5.5 days by successfully allocating the right amount of quota, workload and balancing manpower accordingly
• Consistently implemented new procedures as well as trained co-workers, as a result helped to reduce downtime for training from 1 week to 4 days
• Helped to improve the customer experience metric by properly allocating resources and balancing quota efficiently to help achieve our Average time to Repair (ATTR) goal of 36 hours
• Overachieved Service Level Agreement (SLA) goal of 80% by managing, processing and completing all tech exceptions (TEM) within my charge in a timely manner with 99% accuracy
• Assisted with forecasting, scheduling, service level and technician performance reporting
• Assisted with the development of annual, monthly, weekly and daily projections of staffing requirements and shift vacancies
• Recommended and assisted technical operations leaders in the development and execution of staffing plans and shift bids
• Maintained previous and current schedules in workforce management applications
• Coordinated special projects between different Field Fulfillment Office (FFO) teams along with all the other day to day changes