Customer Service Management

David Watkins Sr.

**** **** ****** **. •Morrow, Georgia 30260

Home: 404-***-**** •Email: *********@***.***

Career Goal:

My wish is to work with the best brains in my field, wherein I am able to continuously learn and upgrade my skills. I wish to make use of my skills and abilities to the fullest to bring in new innovations and improvisations in manufacturing and quality management.

Career Summary:

Over 20+ years effectively managed Manufacturing units with activities such as Manufacturing Engineers, Quality Control, and inventory and supply management. Incorporated Enterprise Resource planning (ERP) to assure efficiency of resources.

Educational Background:

Master of Business Administration Degree from University of Phoenix, specialization in Manufacturing Management in the year of 2013 fall.

I have achieved Bachelor of Arts Degree from DeVry University, Decatur Campus in the year of 2006 with Technical Management and the major specialization in Operations Management.

I have achieved Associate Electronic and computer Science Degree from DeVry University, Alpharetta Campus in the year of 1987.

Professional Background:

2010- Jan 2013: TT Computer and Fabrication Stockbridge Georgia

(Small business owner) Design Technical system for other small business owners, Repairs, Upgrades, Troubleshooting, Installs, Home and small business networks and Web Design and Quality Assurance.

Own and manage business which provides variety of hardware, software and custom built systems. I handled all aspects of business, including customer service, sales, procurement, purchasing, inventory, accounting and employee hiring and training.

Panasonic Automotive System of America, Peachtree City, Ga. 1991 – 2009

• Sr. Technical Manager Quality/Manufacturing (2003 – 2009)

I worked as the quality manufacturing manager with the following responsibilities:

I provided necessary technical supervision for the quality department including (Quality & Arrival engineering, Production maintenance, parametric testing, Outgoing inspection, and FCC Testing for all new audio systems. Developed and established Honda and Toyota trouble reports along with countermeasure and corrective actions. Manage root causes for corrective actions for defects found during production and final assembly. Develop test plans to company standards as well as FCC regulation. Manage safety and environmental departments for the facility as well as the sister facility located in Mexico. Lead manufacturing and quality engineer within manufacturing lines. Lead new product introduction and ramp-up for production. Design manufacturing tool and fixtures for existence and new products. Associate controls for with supporting staffs of manufacturing division comprises with two lines (P-lines product and K-lines final assemble). Formulated and executed quality set up for Honda and Toyota regarding full 3-year warranty plan per system per company. Established New department (Parametric testing lab) this lab was develop for environmental, Stress, and life testing of all new products including CMM’s measurement and Packaging compliance for new products release. Complete project 3 months ahead of schedule. Provided Technical and management systems reports for weekly global meetings for corrective actions (Japan, Mexico, Canada and USA. Managed and maintained company’s quality inspection and new product release programs for incoming and in-process material and components including finish goods release.

Engineering & Management Skills

Lean Manufacturing, Process Improvement and Optimization, Lean Six Sigma,

Productivity Measurement & Management, Time and Motion Studies,

Manufacturing Engineering, Quality Management, Mechanical Engineering,

Robotics and Automation, Financial Analysis, Inventory Management, Cost

Reduction, Waste Management, Production Planning and Scheduling, Project

Management, Human Factors Engineering, Facility Analysis, 3D Modeling,

Discrete Systems Simulation, Engineering Economics, Technology

Development and Implementation, Performance Analysis, Statistical

Analysis, Operations Research, Design of Experiments, Information

Technology, Supply Chain Management, Logistics & Transportation

• Manager 1 Service Department (1998 – 2003)

I worked as the Service Manager with the following responsibilities:

Hands on and integrated approach of 6 years of professional experience in

the below highlighted business segments complements in best decision

making, analysis and achieving set goals:

Lean Manufacturing Toyota Production System Honda Production System

Industrial Engineering Manufacturing Engineering

Quality Management Project Management

Labor Management Process Optimization &

Productivity Management Improvement

Vendor Management Process Improvement & Cost

Waste Management Reduction

Production Planning & Financial Management

Scheduling Inventory Management

Logistics & Supply Chain

I offered necessary management assistance to district service with 12 Technicians and 4 Service support engineers working over 240 service centers within North and South America. I provided training and supervising for technician and engineers for troubleshooting new products for all service call centers. Lead weekly meeting regarding troubleshooting and problem solving pertaining to excessive charges, service contract renewals, billing, warranties and unpaid tax equilibriums. I developed technical manual for all service centers for competence and compliance with FCC guidelines. I succeeded business development by bringing in 1.4 millions as yearly remanufacturing sales. I trained all temporary and permanent personnel including new managers for special order processing and procedural. Develop special order process; launched mechanization of order processes.

• Supervisor Production Manufacturing / Sr. Technician (1991 – 1998)

Supervise manufacturing lines and technician 50+ associate and 4 technicians. Improved quality and manufacturability through design by identifying design flaws or any design issues that would cause assembly issues. Documented quality and manufacturability data (i.e. photographic documentation required 80% of the time) which included collecting repair and defect data to inform production engineer of all quality issues. I prepared productions lines to accommodate new product models for new release. Team leader of all supervisor provided technical support for conducting all pilot projects within the production i.e. software updates, electrical/mechanical design modification to existing units. Implemented KAIZENS, POKYOKES, JISSO Methodology, and LEAN manufacturing activities to implementing countermeasure before and after to achiever a ZERO defect goal. I also made sure that the countermeasure was effective and monitored the countermeasure for 30+ days

Manage all prototype build readiness meeting and developed in process problem identification and short and long term countermeasures. I insured that all technicians and work stations were upgraded and ready for new model launch. Reduced Tact time to meet delivery date and company standards this reduce 30 trouble report down to 5 trouble report per month which equated to a saving of over 20K per month

TRAINING:

Certified in the following:

APQP, PPAPs, PGEMEA, FMEA, and Control Plans

Toyota Production System and Kaizen

Panasert Surface Mount Technology

5S / 5-Why / IPK/AOI

Visions Systems / small parcel carriers automated manifesting system

SPI (Paste Inspection system)

RF Bar Code scanning equipment

Six Sigma/ Green Belt lean six sigma/ KPI Tracking

ISO / QS 9000 / TS15949 Quality system Regulations / ASQ

OHSA Regulation

Web and Java Experience

Auto-Cad Microsoft Technologies: Word, Excel, PowerPoint, Outlook, MS Project, MS

Access, Visio

Customer Service and Communications Expert, Certified

Leadership Development Training

Contact this candidate