Manager Customer Service

Robert Wilkerson

Email: *********@********.***

Address: **** ****** *****

City: Klamath Falls

State: OR

Zip: 97603

Country: USA

Phone: 541-***-****

Skill Level: Management

Salary Range: $40,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Robert Nathan Wilkerson

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Robert Nathan Wilkerson

7467 Golden Trail, Klamath Falls Oregon 97603

Home/Cell: 541-***-****

Email: *********@********.***

Objective: A permanent or part time position with a progressive organization that will incorporate project management skills and my professional and life experiences and strengths to the organizationaaas benefit.

SUMMARY OF QUALIFICATION

I have over 25 years of production management, customer interactions, project management, operational procedure writing, employee training and train-the-trainer, workforce evaluation, efficiency improvement methods, including:

aa Insuring excellent customer service to all The Home Depot customers needing assistance with special orders/issues that may arise while adhering to corporate guidelines.

aa LAN/WAN/PC support manager requiring daily interaction with my internal customers

aa Project IS Group Manager

aa Business Systems Projects ($35M project) production lead and coordinator for designing and implementing automated production tracking systems in 10 paper mills.

aa Train the trainers in all mills to understand and accept the production tracking system.

aa Paper mill production control manager

aa Acting department head for 75 employees and a four shift supervisors.

aa Project manager on installation of a $15M paper processing machine.

aa Writing operating, training manuals, capital expenditure requests, job description.

PROFESSIONAL EXPERIENCE

National Electronics Warranty: Klamath Falls, Oregon 10/2008-9/2010

Call center employee responding to customers with Directv technical issues and resolving

The Home Depot, Klamath Falls, Oregon 2003-2008

Special services department head ensuring special orders and customer issues were addressed equably and satisfactorily.

JELD-WEN inc. Klamath Falls, Oregon 1997-2003

Network services support manager; Directing and providing leadership to a team of 6 technicians supporting the LAN/WAN/PC (hardware/software) areas for 3,500 internal customers worldwide.

Group information systems manager; acted as liaison between corporate IT information systems developers and mill users and responsible of understanding user needs and communicating the needs to our developers while adhering to corporate mission statement and business policies and procedures.

Simpson Paper, Anderson, California 1970 to 1997

I enjoyed progressive responsibilities through out my papermaking career.

Business systems project production lead; responsible for collaboration with software vendor and manufacturing facilities with designing, testing, training, and implementing a state-of-the-art production tracking system fitting the production needs for 10 paper mills.

aa Managed, researched, analyzed, and designing user friendly software for capturing production data from paper machine windup through invoicing.

aa Established software testing criteria and performed integration testing.

PROFESSIONAL EXPERIENCE (Continued)

aa Presented and demonstrated software capabilities to management teams at our ten plants.

aa Assisted in developing a train-the-trainer program for mill production personnel.

aa Trained core teams on new software functionality and implemented procedures.

Mill production control manager

aa Responsible for managing the production planning department for a four hundred and fifty ton/day fine paper manufacturing facility.

aa Managed and corrected a serious problem with production overruns on 2 paper machines by developing an overrun tracking report, resulting in decreasing overruns from twenty percent per month to less than 8 percent.

aa Coordinated production scheduling with customer service (sales) to meet customer expectation.

aa Developed procedures to track rolls of pulp production, inventory, and international shipments.

aa Monitored obsolescent inventory and coordinated with sales to dispose of this product.

Roll processing supervisor

aa Acting department head for roll processing department.

aa Supervised a crew of 16 employees during an eight hour continuous operation to ensure safety, production, and quality goals were met or exceeded.

aa Helped with designing and implementing a mill-wide cadre training program to better train new employees, resulting in decreasing on-the-job injuries and increased production.

aa Managing and coordinating special projects which included the installation of a $15M micro-embosser machine which came in $1M under budget.

aa Wrote and implemented the training and operation manuals for the micro-embosser.

aa Increased production on the embosser from manufactureraaas stated production output of 22.3 tons/per day to 45 tons/day with one half our established customer quality complaint goals.

aa Part of leadership team establishing and implementing ISO 9000 quality standards and guidelines.

Owner/Operator of a video rental/sales store.

EDUCATION

BA: Human Resource Management 3.62 GPA: Simpson University, Redding, CA 1993

Special training

Ouellette & Associates Project Management Course Quality Circles International Management Training

Dale Carnegie Leadership Course Frontline Leadership Training

Toastmasters Speech Crafters Training JELD-WEN Manager Training Program

Labor Relations and Management Training Owner/Operator of video rental and retail store

REFERENCES

Scott Queen: Former manager, JELD-WEN Windows & Doors, inc., Klamath Falls OR 97601, Title: Internet Sales & Marketing Manager, Tel: 541-***-**** x2388, email: ******@****-***.***

Cindy Botello: Friend, The Home Depot, Title: Expediter, Tel: 541-***-****

Bill Albert: Friend, Retired, Tel: 541-***-****

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