Customer Service Training

Daniel Becerra

***** ************ **** • Canyon Country, California • 91387

818-***-**** • ******-*******@*********.***

Operations: Supervision

Telecommunications/ Manufacturing

Safety & Environmental Management

Lean Manufacturing

Quality Specialist

Certified Forklift & Power Equipment Instructor

Bilingual: Fluent in Spanish with Particular Capability in Technical and Instructional Discussions

EDUCATION / TRAINING / CERTIFICATIONS

Operations Management

AT&T Management Training Academy

Advanced Data Communications

Basic Electronics

Mathematics

Fiber Optic Communications

Applied Professional Training

Electrical Apprenticeship (LADWP)

Los Angeles Trade Technical College

Certified Forklift and Power Equipment Operator Trainer

Environmental Outsource, Inc.

LEVLAD LLC. MANUFACTURING 2013- Present

Operations Supervisor

Develop and revise all manufacturing process training plans by introducing newly developed best practice methods to improve key performance indicators in efficiency, productivity and safety awareness.

Implement and maintain all factory operational training to comply with Cal-OSHA, State and Federal regulatory compliance requirements. Successful conformance audit performance.

Represent the company during FDA inspections. Provide information as necessary to FDA that establishes credibility and demonstrates compliance with cGMP’s.

Conduct all departmental accident investigations utilizing root cause analysis process to determine root causes and safety awareness recommendations.

Set the production priorities for multiple production lines in the Automation Department.

Assist with inventory controls and audits.

Communicate with customer service on expediting orders and re-scheduling production to meet requests.

Maintain a parts shortage report and communicate prioritization of requests to buyers.

Coordinate with the department management on work schedules and short term capacity planning.

Responsible for conducting audits and maintaining detailed audit-finding recommendations.

Coordinate all company training and testing for consultants, salary and hourly employees to specific job title requirements.

Train all departmental employees utilizing state of the art tools and equipment in a high speed packaging and manufacturing environment.

NESTLE 2012 to 2012

Safety, Health & Environmental Administrator

Performed: technical reviews, investigations and process improvement projects for 275 employees.

Audit Analysis: documented and analyzed all internal and external ISO 14001-OHSAS 18001 audit findings.

Coordinated: all outside vendor HAZMAT, Confined Space and Fall Protection Training.

Supervised: all mandated Cal-OSHA Hazardous Material Communication (HAZCOM) training certifications.

Analyzed: and reviewed departmental safety & environmental policies.

Provided: guidance and troubleshooting assistance as needed during a deviation in the process.

AT&T COMMUNICATIONS CORP. 1998 to 2011

(COMMUNICATIONS TECHNOLOGY DIVISION)

Supervisor / Operations Lead

Managed Employees: to successfully reach goals set by corporate measures. Responsible overseeing the installation and testing of advanced data communications components and telecommunications services to meet industry quality standards. Used resources intelligently and resourcefully to gain the most productivity and efficiency from allocated resources.

Analyzed: all system order test results to find root causes for employee inability to fix equipment technical problems. This improved down time and assisted employees in meeting daily KPI (Key Performance Indicators).

Expedited: major account projects to avoid delinquent delivery of company products. Improved product quality by implementing new quality inspection processes for department supervisors and line leads.

Troubleshoot technology: Rapidly identified technical problems to reduce service time and improve efficiency. Trained crews to utilize my systems for increased efficiency and customer satisfaction.

Trained: managers and line technicians on emerging technologies testing processes and procedures. Well prepared and educated on any training project, with excellent feedback from trainees for being thorough, effective and innovative.

Quality: worked special projects to resolve outstanding quality issues and consumer complaints on product limitations and substandard equipment installations.

Ordering processes: improved by installing material management software enabling department heads to keep records of essential on hand stock. Saved $50,000 per quarter by eliminating non-usable inventory. Served on ATT west regional team installing a computerized automatic product request ordering system.

Communications improvement: Implemented a best practice policy of mandatory communication between procurement and production, which improved follow up by the first line managers and the elimination of all non-essential material purchases.

Accident elimination: Analyzed root cause of occupational accidents attributable to need for training and attentiveness. Implemented a work safe process that reduced accidents by 50% in 2009 and 2010.

SEMPRA ENERGY HOLDINGS CO. / SO. CALIF. GAS COMPANY 1987 to 1998

Field Mechanic /Energy Technician

Coordinated: special projects with other utilities and local governments to complete necessary underground utility projects to comply with State and P.U.C. requirements.

Managed: projects involving relocation of commercial, business and residential gas customer facilities.

Compliance: Installed and maintained underground natural gas facilities within CPUC standard operating procedures.

Methods & procedures: Utilized proper procedures for underground leak detection in high-pressure natural gas (commercial & residential).

Blueprints & maps: Accurately interpreted underground facility maps and blueprints.

Minimal downtime: Executed installation & replacement of critical services.

Installed: of high and low pressure gas services feeding natural gas equipment including commercial boilers, commercial water heaters, commercial roof mounted boilers and wide variety of commercial and residential heating units.

Trained: new energy technicians and pipefitters in performing safe leak detection methods in high and low pressure applications.

Performed: monthly inspections utilizing Natural Gas Methods and Procedures to assure integrity to all natural gas facilities.

Knowledgeable: on all materials used for natural gas delivery process delivery systems.

REFERENCES FURNISHED UPON REQUEST

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