Exceeded monthly goals by successfully handling more than 200 calls per week.Reduced technical escalations to management to only 1 per quarter.Top representative in department with customer satisfaction surpassing 99%.Promoted to Technical Support Technician Lead.Awarded a Customer Excellence Award upon the completion of a project that created opportunities for more business.Multiple technical awards for work performance.Received award for customer service training.
Wolfe Electric IncWichita, KSTechnical Support Technician LeadResolved customer complaints and concerns with strong verbal and negotiation skills. Displayed courtesy and strong interpersonal skills with all customer interactions. Built and maintained successful relationships with service providers, dealers and consumers. Maintained composure and patience in face of difficult customer situations. Processed an average of 40 per day Support customers with online billing and account issues. Trained new employees and explained protocols clearly and efficiently. Researched issues on various computer systems and databases to resolve complaints and answer inquiries. Informed customers about issue resolution progress. Provided thorough support and problem resolution for customers. Assisted customers with technical issues via email, live chat and telephone. Researched, resolved and followed up on customer issues. Reviewed support cases for technical and troubleshooting accuracy. Maintained records, logs and the life-cycle of work requests. Developed documentation for common processes for both support staff and end-users. inbound and outbound technical support calls.
SearsWichita, KSLoss Prevention Detective
Installed, maintained and repaired security systems and programmable logic controls. Implemented video surveillance, motion detection and closed-circuit television systems to aid in monitoring the premises. Designed security policies, alarm response protocols and access card guidelines. Recommended improvements in security systems and procedures. Developed and updated security procedures, security system drawings and related documentation. Supplied internal and external security within a 950,000-square foot mall for the Sears tenant. Issued criminal trespass warnings to possible suspects and assisted police in apprehending and processing shoplifters. Monitored the entire facility using CCTV while simultaneously performing dispatch duties. Conducted site reviews and security audits and made recommendations to management based on findings. Developed procedures for the emergency response and crisis management, physical security, information protection, incident management and investigation units. Developed and implemented training procedures for all newly hired personnel. Spearheaded the use of high-tech surveillance software to provide full security coverage in new stores. Analyzed data for regional and local store managers to identify organized retail theft movements in Kansas. Managed more than 4 security officers for public facilities and this private business.
Cox Machine IncWichita, KSAssembly Coordinating SupervisorActively suggested operational improvements to enhance quality, improve production times and reduce costs. Helped achieve company goals by supporting production workers. Developed production tracking and quality control systems, analyzing production, quality control, maintenance and other operational reports, to detect production problems. Drafted a timescale for all jobs. Ensured the most cost-effective production methods were employed. Hired and managed staff, overseeing any personnel grievances. Inspected finished products for quality and adherence to customer specifications. Monitored and adjusted production processes or equipment for quality and productivity. Monitored the production processes and adjusted schedules. Planned and laid out work to meet production and schedule requirements. Adhered to all applicable regulations, policies and procedures for health, safety and environmental compliance. Calibrated or adjusted equipment to ensure quality production using tools such as calipers, micrometers, height gauges, protractors and ring gauges. Coordinated inventory and cost control programs. Worked with managers to implement the company's policies and goals. Responsible for setting minimum standards and providing technical guidance and support for design, installation, operation and maintenance of mechanical systems used in the process. Reviewed operations and conferred with technical or administrative staff to resolve production and processing problems. Reviewed the performance of subordinates. Set up and operated production equipment in accordance with current good manufacturing practices and standard operating procedures. Troubleshooted problems with equipment, devices or products.
Cessna Aircraft CompanyWichita, KSCrew ChiefMonitored project schedules for numerous projects at a time. Developed and shared best practices across the company, including Six Sigma and 5S. Oversaw the development and launch of Jet Rudder Pedals. Boosted company efficiency through technology upgrades and process improvements such as weld, drill and assembly fixtures. Revamped the Jet Rudder Pedal program, resulting in a 80% improvement in reduction of Rejection Disposition Reports. Earned seven Leading
Edge Awards for Outstanding
Contribution to Excellence. Mentored, coached and trained ten team members. Identified inefficiencies and made recommendations for process improvements.
Wichita State UniversityWichita, KS, USABachelor of Science: Criminal Justice Administration PsychologyCoursework in Sociology and Psychology. Legal Studies coursework. Coursework in Communications, Criminal Law and Public Administration. Coursework in Juvenile Justice and Deviance in Society
(7) Leading Edge Awards for Outstanding Contribution to Excellence
Crew Chief for the Jet and Piston Rudder Pedal Cell
Lean Manufacturing with (5) Green Belts and (1) Black Belt Six Sigma and Kaizen Events
1992 to 2007
Strong public speaker, Multi-tasking, Account Management, Active Learning, Calendaring, Client Relations, Computer Proficiency, Coordination, Creative Problem Solving, Critical Thinking, Customer Needs Assessment, Customer Service, Data Collection, Data Entry, Documentation, Email, Executive Management Support, Filing, Grammar, Internet Research, Report Transcription, Research, Scheduling, Service Orientation, Spreadsheets, Telephone Skills, Time Management, Travel Arrangements, Travel Booking, Travel Planning, Type 40 WPM, Vendor Management, Writing, Letters and Memos, Microsoft Excel, Microsoft Office Suite, Microsoft Outlook, Microsoft PowerPoint, Microsoft Word, Multi-Task Management, Organizational Skills, Prioritization, Proofreading, Reading Comprehension