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Customer Service Project

Charlotte, North Carolina, 28226, United States
January 28, 2018

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Mackell K. Watson

Contact Information: Phone: 336-***-**** Email:, Charlotte NC 28226


Apply negotiation and problem-solving skills to address the specific needs of all parties including internal and external stakeholders

Demonstrate effective time-management skills in completing projects and implementing measures aimed at improving overall business

Assume ownership of inquiries by proving an understanding of the problem, outlining the parameters of the project, and determining possible resolutions

Utilize critical thinking when consulting for investment products that meet the short-term and long-term goals of the client

Analyze data and make appropriate recommendations that have been employed to increase revenue or expedite workflow



•Data Analysis •Six Sigma •Manufacturing Engineering• Production Planning •Change Management

•Value Stream Mapping• Cost/Benefit Analysis •Budget Analysis• P&L Analysis •E.B.I.T.D. A • Team Participation •R&D •Strategic Planning •Recruitment


• Microsoft Office (Visual, V Lookups, Macros, Pivot Tables, SQL), C++, Python, Cad / Cam Software, Minitab, J.D Edwards Software One, AutoCAD, Pro-E



Documented recognition from top performing Financial Advisors, Sales Assistants and Executive Officers for outstanding customer service.

Managed Action Plans, developed job aids and training kits for new hire clients at Westmont Hospitality and Starwood Capital

Managing project milestones and deliverables as per the project plan

Managing client expectations and contributed to overall process improvements

Incorporated Lean Tools delivering Improvements in the areas of Quality, Safety, Service, resulting in Revenue Increase while decreasing defects and Increasing Profits.

Starwood Capital, Charlotte, NC 6/10-17


•Managed operations, accountable for planning, organizing, directing and training various departments within company organization to maximized revenue and target goals.

• Created Pivot Tables, Macros, V Lookups, to sort data for revenue growth and budget forecasting.

•Performed research analysis for the Weekly and Monthly Report totals via Excel and determined the most appropriate analytical techniques for reporting and the appropriate internal groups to connect too

•Developed and maintained documentation, procedures, and training of team members after company’s acquisition transition, i.e., converting Westmont Hospitality CRM Software to Starwood Capital Mainframe (Gearco Software)

•Applied Lean Techniques to decrease waste while increasing profit.

•Maintained the top market penetration index (MPI) among all major competitors in greater Charlotte/Greensboro area.

•Analyzed GL (General Ledger) reports in addition to P&L’s (Profit/Loss) to keep accountability of company finances while decreasing cost/waste.

•Managed account receivables(A/R), account payables(A/P) and direct bill accounts(DBA).

•Recruited qualified candidates within company’s organization.

•Researched market trends from competitors to ensure maximum sales revenue targets were achieved.

•Utilized Salesforce CRM platform, accountable for managing key internal & external accounts.

United States Government, Greensboro, NC

NC A&T SU 8/06-12/09


•Project: Conducted research on auditory hearing, utilizing Rinne & Webber metrics in the direction to evaluate hearing loss by comparing bone conduction to air conduction testing to determine which method was greatest.

•Utilized various equipment for testing and interviewing subjects including bone oscillator machines concluding top metrics where being achieve by aiming for accuracy.

•Operated in a team environment analyzing the data collected evaluating the outcomes for recommendations and further analysis.

O’Neal Steel, Greensboro, NC 5/06-8/06

Engineering Intern

•Project: Completed time and motion studies on equipment operator’s, parts, and machinery to predict an average amount of time for process improvements. Supported with a new software conversion time study on defective parts,

•Analyzed & Compiled data to input in J.D. Edwards Software Application

•Worked with Quality Assurance department decreasing DPMO on various equipment including CNC Machining Fabrication

•Effectively using J.D. Edwards Manufacturing, Software One - Software Package.

Guilford Mills, Greensboro, NC 1/06-5/06

Engineering Co-Op

•Project: Assisted on a project geared towards two machines (Laminators & Butt-Welding Stations) to account for unaccounted working losses resulting in $1M annually.

•Minimized scrap loss by improving the process as well as recommendations for redesigning the process with more efficient equipment which saved the company on year one of project completion approximately $695k.

•Utilized MINITAB software to incorporate data for further analysis.

•Successfully introduced to lean tools including Six Sigma, Kaizen, etc.:


North Carolina Agricultural and Technical State University Greensboro, NC Bachelor of Science, Industrial and Systems Engineering, May 2010

Certifications – Downingtown, PA

• Six Sigma Lean Professional (SSLP) ID#: WAT091714

• Change Management Specialist (CMS) ID#: WAT120214

North Carolina Louis Stokes Alliance for Minority Participation (NC-LSAMP) – Research Participant

National Society of Black Engineers - Member

Institute of Industrial Engineers – Member

Habitat for Humanity – Volunteer

Anuvia Prevention – Volunteer

Piedmont Park Conservatory – Volunteer


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