Customer Service Project
Resume:
.
Stephen
WilburnProduction Manager
Stephen Wilburn
Denver CO. 80205
Home: 303-***-****
Cell: 303-***-****
**************@*******.***
My letters of reference From Nighthawk Systems and Vacation Communication are included in the attachment. Thank you.
Production Manager
Experience
Night Hawk Systems Inc. June 2002 - December 2008.
For over a decade, Nighthawk has been designing and manufacturing easy to use, 'Plug and Play wire- less telemetry to remotely control virtually any electrical device, from any location. Our products set the standard for excellence in the are- as that matter to our customers, including technology, ease of use and installation. The CEO950 is an integrated, wireless two-way whole house remote electric connect/disconnect solution. Built upon a new host platform, the CEO950 comes with a range of new features including Outage Notification and Service Interruption. Like its one-way CEO700 predecessor, the CEO950 uses a public radio network and does not require any infrastructure build out. It can be deployed only where needed.
10715 Gulfdale, Suite 200
San Antonio, TX 78216
ea " Phone
210-***-**** " Fax
877-***-**** " Toll-Free
As Production Manager for Nighthawk Systems Inc., I assisted in planning, executing and finalizing projects according to strict deadlines and within budget including acquiring resources and coordinating the efforts along with our San Antonio headquarters team members and third-party contractors or consultants in order to deliver projects according to plan. I also assisted in defining the project's objectives and to oversee quality control throughout its life cycle.
Responsibilities:
Assist in directing and managing project development from beginning to end.
Assist in refining project scope, goals and deliverables that support business goals in collaboration with senior management and stakeholders.
Develop project plans and associated communications documents. Effectively communicate project expectations to team members in a timely and clear fashion.
Liaise with project stakeholders on an ongoing basis.
Estimate the resources and participants needed to achieve project goals.
Where required, negotiate with department managers for the acquisition of required personnel from within the company.
Determine and assess need for additional staff and/or consultants and make the appropriate recruitments if necessary during project cycle.
Set and continually manage project expectations with team members and other stakeholders.
Delegate tasks and responsibilities to appropriate personnel.
Identify and resolve issues and conflicts within the project team.
Identify and manage project dependencies and critical path.
Plan and schedule project timelines and milestones using appropriate tools.
Track project milestones and deliverables.
Managed and controlled activities in the communications, and manufacturing divisions. Met all product goals on time and under budget.
Develop and deliver progress reports, requirements documentation and presentations.
Determine the frequency and content of status reports from the project team, analyze results and troubleshoot problem areas.
Proactively manage changes in project scope, identify potential crises and devise contingency plans.
Define project success criteria and disseminate them to involved parties throughout project life cycle.
Coach, mentor, motivate and supervise project team members and contractors and influence them to take positive action and accountability for their assigned work.
Build, develop and grow any business relationships vital to the success of the project.
Conduct project postmortems and create a recommendations report in order to identify successful and unsuccessful project elements.
Develop best practices and tools for project execution and management.
Strong networking ability. Proven history of making contacts through agents and distributors.
Knowledgeable of software including: MS Word, Excel, and Outlook.
Logic Audio, Pro Tools LE, Digital Performer, Cakewalk, (some Sonar) Recycle, Currently learning Final Cut Pro.
Stephen Wilburn
3048 Adams St.
Denver CO. 80205
Home: 303-***-****
Cell: 303-***-****
**************@*******.***
Vacation Communications. March 1996 - September 2001
Arlen S. Felsen C.E.O
Box 630980
Highlands Ranch, CO 80163
303-***-**** - Phone
Outstanding 5 year track record of paging, and cellular experience as a Customer Service Manager, service representative, and programmer with Vacation Communications.
Responsibilities:
I started in an entry level customer service position. Assisting in sales, technical support, and inventory of 8 stores throughout the Denver Metro region.
Responsible for answering telephone, fax, and email inquiries. Established contacts with distributors and other communication companies.
Led outreach program designed to tap into previously over-looked markets.
Responsible for programing and repair of paging equipment for use throughout the United States, and Canada.
Provided necessary management to troubleshooting paging personnel.
Work out necessary developmental and implementation measures for better consumer support.
Provided efficient rotational guidance for inbound communication administrators and supervisors.
Provided administrative support, trading support as well as payment support.
Coordinate product training for employees to ensure that all problems are effectively handled.
Supervise 12 employees on handling and effective problem resolution.
Promoted to supervisor of 15-30 representatives. Responsible for individual and group performance and productivity.
Vacation Communication Inc.
Arlen S. Felsen C.E.O.
Box 630980
Highlands Ranch, CO 80163
Vacation Communication Inc. employed Stephen Wilburn full-time starting out in customer service and moving up in the company hierarchy into an executive management position. For more than five years he managed the operations of eight stores and at one time up to fifteen wholesale accounts in addition to his daily management requirements.
At no time was there ever a display of anything outside of the consummate professional. His work ethic was infectious and set a high standard of expectations out of the other employees that worked under him and his peers that was not present prior to his employment.
Late in 2001 the business was sold; he was the only employee of management rank that was employed by the new company, as they were merging our business into an existing company and had a full staff of their own.
There would be no hesitation in rehiring Stephen if I am ever involved in a company and are looking for personnel. He has a unique ability and mental capacity to learn and adapt to new situations.
If you would like additional information about Stephen, you can telephone me at 303-***-****
Sincerely,
Arlen S. Felsen
C.E.O.
Your Email
Email Address Required.
Email Message
Required
Send To
Your Email
Message
These items will be permanently deleted and cannot be recovered. Are you sure?
Contact this candidate