Customer Service Manager

MELISSA STEPHENS

*** *********** ***** *************, ** 42701 270-***-****

PRODUCTION MANAGER/ SUPERVISOR

A focused, driven, friendly, and dedicated leader with proven strategic ability to achieve and succeed in business development; and strategic goals in a high pressure, fast paced environment. Thriving on personal and team achievements with a high level of adaptability and initiative. SKILLS

Comprehensive knowledge and experience in operational processes, Metalsa Operating System (MOS), analytical process improvements, and Total Quality Management.

Relationship-development expertise and proven leadership coupled with the ability to direct strong teams in managing customer relationships; and providing best in class services.

Resolution-oriented facilitator of daily operations with expansive problem-solving abilities.

Highly critical analytical thinker and worker with large attention to detail to ensure best quality work.

Flexible and adaptable employee willing to learn and experience personal and professional growth. PROFESSIONAL EXPERIENCE

METALSA STRUCTURES – ELIZABETHTOWN, KY (2015- Sept. 2018) Production Coordinator/Supervisor – Q1/ ISO Certified Automotive Supplier

Oversaw 40+ unionized employees and Support Techs on production rotation, goal-setting and performance management

Identified and anticipated plant needs, developed plans, and made recommendation for implementation

Verbal and written communication, data analysis, project/time management skills

Analyze bottlenecks and workload distribution and problem solving

Managed daily changes in production regarding manpower, machines, materials or methods

Monitor all reporting activities (production, scrap, etc) to ensure accuracy and identify areas of opportunity for performance improvement

Train and mentor team leaders and team members in cross-training activities, problem solving and escalation

Operate in Lean Manufacturing (Just in Time)

KRONOS payroll systems

Taught Natural Business Teams and Team Building as part of Metalsa Operating Systems

Managed multiple line changeovers and changeover process Team Leader (2013 – 2015)

Provided leadership to production techs on P414 & 552

Coordinate staff to maintain safety protocol, quality standards and volume

Communicate with coordinators and other support departments related to part and changeover issues.

Ability to problem solve normal and abnormal operational conditions

Proven ability to “lead by example”

Production Technician – Q1/ ISO Certified Automotive Supplier (2012-2013)

Ability to operate HMI panel views and basic Perceptron commands

Maintain downtime tracker to improve operation

Trained and developed new hires on appropriate welding techniques

Performed weld repair on frames a variety of models

Participated in new product launch of Falcon frames

Trained and experienced in MIG welding operations Emergency Response Team 2012 – 2013

CPR Certified

1st Responder for minor First Aid

SAM’S CLUB - ELIZABETHTOWN, KY (2010 – 2012)

Supervisor – Retail Store Chain

Managed up to 15 daily operation team members (all shifts)

Scheduled staffing

Delegated and oversaw workload distribution

Ordered & scheduled shipments to replenish inventory via computerized system

Improved customer service which was evidenced by increase of 15 to 20% in department sales

Maintained attendance and vacation records

Responsible for disciplinary action steps and enforcement of policies

Applied various 5S strategies that ensured store “Showroom” ready at all times

Experienced in Conflict management resolutions

HARDIN COUNTY HOSPITAL – ELIZABETHTOWN, KY (2000 – 2009) Secretary/Scheduler/Anesthesia Technician

Scheduled inpatient and outpatient surgeries

Stocked and ordered storeroom supplies for Just-In-Time use

Vetted and ordered equipment for daily use

Participated in AED training

Maintained CPR certification

Updated patient charts

EDUCATION

Central Hardin – Diploma

Sullivan University – Business Management Credit Hours VOLUNTEER ACTIVITIES

Participated in providing holiday dinners to the homeless through local community center

Facilitated in local charity auction to raise money for Youth Backpack Program

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