Customer Service Quality Control

Kevin D. Dover

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***** ******** ******* ** ( Austin, TX 78750

512-***-**** ( ******@******.**.***

http://www.linkedin.com/in/kevindover

Operations/Manufacturing/Production Leader

Top performing executive with 18+ years experience in planning, organizing,

directing, and evaluating high-volume manufacturing and operation

processes. Dynamic self-motivated team player and leader with an

unparalleled work ethic and track record of meeting aggressive goals for

increasing market share, revenues, and client base. Strong relationship

builder, highly capable of partnering with clients, vendors, staff, and

administration. Highly organized and detail oriented, with proven

strengths in prioritizing and managing multiple tasks.

Customer Service ( Client Relations( P&L Responsibility ( Recruiting (

Process Improvement

Operations Management ( Project Management ( Policy/Procedure Development (

Quality Control

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Career Achievements

> Created, implemented, and maintained policies and procedures, which

enhanced employee development, increased productivity, and

dramatically improved our level of customer satisfaction.

> Increased capacities to a full 24/7 and increased overall operation by

nearly 300%.

> Reduced employee turnover from 40% to 12% annually.

> Dramatically increased efficiency of operation by addressing workflow

(WIP) in our area of responsibility.

> Created maintenance schedules for all equipment, which reduced

downtime issues and increased lifetime of tools and equipment.

> Saved customers large sums of money as a result of the daily routine

monitoring and testing of wet-hoods in the factory.

> Received "Ball and Chain" Award in recognition of outstanding company

service.

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Professional Experience

Amtech Systems Inc. Austin, TX 1999-2009

Operations Manager

. Interviewed, hired and trained a proper team mix, increased work force

from a 7-28 team members; delegated responsibilities, evaluated

performance and mediated conflicts; prepared and planned budgets,

forecasted and estimated reports for future projects.

. Designed and implemented step-by-step procedures and tools to simplify

delivery process.

. Provided an active role in the development process of new product

introduction using the stage-gate product development process for

Samsung's dry etch, implant and photolithography semiconductor

production areas.

. Managed 24/7 operations, including training, production meetings,

schedules, payroll, crisis management and staffing issues.

. Facilitated discussion on tool/process improvement opportunities,

built consensus and strategic partnerships, managed conflicting

direction and drove improvements to fruition.

. Reorganized and restructured departments and production as needed,

resolved scheduling errors or issues.

Paul Davis Systems Lincoln, NE 1998-1999

Production Manager

. Directed Operations of a fast-paced restoration cleaning business;

collaborated with insurance agents, adjusters and property owners

regarding the scheduling, severity of the damage and completion times.

. Interviewed, hired and trained personnel; oversaw payroll, equipment

maintenance, budget issues, inventory and satisfaction issues.

. Developed and executed marketing campaigns, on-boarding clients and

accounts.

. Delivered presentations that covered goal setting, project/product

time lines and operations.

. Synchronized activities that supported customers; monitored compliance

with regard to Standard Operating Procedures (SOPs) in resolution of

concerns; improved efficiency and created new ways to effectively

handle escalations.

Ashland Chemical Company Austin, TX 1990-1998

Lead Chemist

. Oversaw and trained technicians; analyzed, inspected and performed

analytical methodologies and analyses that supported and monitored the

semiconductor manufacturing processes at Motorola microelectronics

fabrication facility.

. Utilized Statistical Process Control to assist process engineers in the

characterization and optimization of manufacturing processes; recorded

findings of incoming process chemicals by providing trace metal analysis

using ICP-MS, ICP-AES, classical wet chemistry techniques and organic

analysis; outlined data into an understandable format; presented research

and results on outcome.

. Reviewed and analyzed data with others utilizing quality standards to

analyze samples and identify exact quantitative compositions

. Assisted customers with the selection and initial purchase of all

equipment and tools of the laboratory.

. Developed applications and procedures for the analysis of inorganic and

organic chemicals on numerous types of laboratory equipment.

Harris Laboratories Lincoln, NE 1984-1989

Team Leader Chemist

. Coordinated quality control to ensure conformance to SOPs; managed

computer sample acquisitions according to company policy; performed

routine and non-routine analysis of soil, water and plant tissue

samples.

. Ensured proper analysis of samples and turnaround time complied with

customer specifications.

. Monitored reagent preparation and oversaw operation and maintenance of

instrumentation.

. Supervised correlation studies for developing and improving analytical

methodologies.

. Ensured that all company production goals were realized.

. Received the "Agronomic Service" and "Scientific Achievement" award

for method development work on organic matter determination. This

work resulted in analysis based on sample weights as opposed to

photometry.

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Education:

Bachelor of Science-Agriculture, University of Nebraska at Lincoln

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