Engineer Customer Service
Resume:
ERIC I. STUKES
Camp Springs, MD 20746
Phone: 571-***-**** Email: ********@*****.***
PROFESSIONAL EXPERIENCE SUMMARY
Inspirational leader with nine years experience in face-paced operations
management, engineering problem solving, training, and federal consulting.
Skilled planner and problem solver with demonstrated achievements in
process improvement and program management. Team-builder, mentor, and
communicator with experience dealing with entry level to executive level
professionals.
PERSONAL TRAITS
Honest and hard-working. Innovative thinker who combines a forward-looking
vision with current technology to solve problems of integration and
progression within a competitive organization. Thrives in challenging work
environments with the ability to set strategic goals, attains immediate
results, and complete a job from start to finish. Creative approach
combined with a competitive personality.
Skills and Expertise:
. Lean/Six Sigma - Black Belt
. Program Management
. Business Process Improvement (BPI)
. Management Consulting
. Process Mapping/Modeling
. Change Management
. Strategic Planning
. Microsoft Office Suite
. Total Quality Management/TQM
PROGRAM MANAGEMENT: Demonstrated a superior level of leadership and
personnel management with the ability to organize, coordinate and direct
multi-functional teams. Consistently displayed the ability to economize
resources while maximizing operational scope and training benefits. Held a
wide variety of positions with responsibility.
. As an Industrial Engineer and planner at UPS, developed composition
and functions of large, satellite locations with $1M operation budgets
for various service levels in South Carolina. Coordinated their
budgets and effectively integrated UPSers into complex multi-service
level operations.
. Developed a customized process mapping training course for FEMA's
Mission Support, Process Mapping with Visio, saving $100,000 annually
in travel expenses.
. As an Industrial Engineer at Sony Music, provided "team leadership"
between supervisors and operators ensuring the highest of quality use
of the 5S, Kaisen, and ISO 9000.
. Established a Capability/Skills Identification Matrix for FEMA in
order to manage personnel more effectively and essentially improving
customer service by 25%.
. As Task Lead at eGlobalTech, spearheaded and developed a 4-tier
customer service escalation model for FEMA, resulting in greater speed
and access to information for both internal staff and program offices.
. As an Industrial Engineer at Sony Music, spearheaded the creation of a
Hand-packing Department that garnered $3M in profit and services.
PROCESS IMPROVEMENT/QUALITY: Well versed in the principles of Total Quality
Management and Leadership.
. Implemented ISO 9000 and 5S quality standards at Sony Music, Pitman,
NJ manufacturing facility.
. Created 40+ streamlined and standardized process maps for FEMA,
resulting in more efficient working relationships between MS
Enterprise Business Unit (EBU) and its program offices.
. Improved labor standards and optimized process flow using MODAPTS,
resulting in reduction of $1.5 in labor and materials.
. Administered quality audits and training UPS resulting in reduced
equipment cost by $900K and improved pieces per trailer (PPT) by 20%.
. Implemented start-time matrices for 17 operations in the UPS SC
District, increasing on-time production start-up by 30%.
WORK HISTORY:
October 2012 - present eGlobal Tech
Senior Consultant, Arlington,
VA
January 2012 - October 2012 FEFA
Business Process Analyst,
Rockville, MD
June 2011 - January 2012 EnDyna
Business Process Analyst,
McLean, VA
April 2008 - June 2009 Sony Music Entertainment
Industrial Engineer, Pitman,
NJ
March 2006 - June 2009 United Parcel Service
Industrial Engineer, West
Columbia, SC
February 2005 - March 2006 Milliken & Co.
Process Improvement Engineer,
Barnwell, SC
EDUCATION:
Masters of Healthcare Services Administration May 2014
Strayer University, Suitland, MD, GPA: 4.0
Masters of Business Administration, December 2010
Webster University, St. Louis, MO, GPA: 3.6
Bachelor of Science in Material Science and Engineering, December 2004
Clemson University, Clemson, SC, GPA: 3.34
Football Manager - Letterman
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