Operations Management / Technician
Resume:
BILL FOLLIS Coffeyville, Kansas 67337
480-***-****; ********@***.***
ELECTRONIC TECHNICIAN
MANUFACTURING / PRODUCTION MACHINE OPERATIONS CALL CENTERS
Accomplished, bottom-line-focused Operations Manager/Technician with proven success overseeing complex electronics manufacturing processes, efficient call center performance, beverage production lines, and warehousing operations. Consummate professional; consistently achieve aggressively targeted objectives on time, within budget, and to the highest quality. Innovative and resourceful hands-on manager who enhances efficiency, increases productivity, and delivers high-quality customer service.
Outstanding communicator; easily interact with clients, colleagues, vendors, staff, and executives. Possess in-depth manufacturing knowledge and a Bachelor’s Degree in Business/E-Business. Superior mentor and manager of personnel, instills a sense of personal accountability within staff. Highly organized, analytical, and additionally proficient in :
Troubleshooting
Root Cause Analysis
Quality Control
Production Efficiency
Operations Processes
Training / Mentoring
Strategic Planning
Metrics Analysis
Warehousing
PROFESSIONAL EXPERIENCE
PACE AMERICAS (Formerly 2Wire), Tempe, Arizona 2010 – 2013
Technical Support Supervisor
Lead team of skilled technical support representatives to provide high quality customer service.
Oversee all support operations in a 24-hours a day / 7-days-a-week call center; ensure service level agreements (SLAs) are maintained and client-oriented customer service is provided.
Plan, monitor, and analyze call center operations; drive efficient operations and quality service.
Manage call center metrics including service level, average handle time, and quality.
Use strong organization and time management skills to develop and execute detailed,
comprehensive workload and resource management plans.
Maintain strong knowledge of changes in broadband technology and home networking.
Resolve complex problems by assessing issues in their entirety and creating fair resolutions.
Accomplishments
Ranked 4th among 23 supervisors in coaching quality and team metric improvement in
2012.
Key player in assisting the company to achieve status as an AT&T Preferred Vendor by
significantly increasing center wide metric performance.
Selected to develop and manage teams across three AT&T lines of business.
Meet or exceed targeted business objectives and performance goals consistently.
Mentored nine team members who were promoted to advanced technical teams providing
higher-level support.
PEPSI BEVERAGES COMPANY, Phoenix, Arizona 2007 – 2010
Product Availability Supervisor [2009 – 2010]
Scheduled highly efficient receipt and delivery of raw materials and finished products .
Maintained full inventory levels of goods; ensured all daily orders and sales needs were fulfilled.
Oversaw prompt sales department support while minimizing warehouse and production costs .
Accomplishment
Minimized loading time by optimizing usage of docks, warehouse layout, and route truck
loading patterns to streamline loading process.
PEPSI BEVERAGES COMPANY, Phoenix, Arizona
Production Supervisor [2007 – 2009]
Oversaw production process; regularly checked and adjusted equipment and evaluated work
practices to strictly maintain standard operating procedures (SOPs) .
Managed line efficiencies, monitored key performance indicators, and minimized down time .
Ensured and responsible for overall package and product quality; consistently met strict corporate standards and detailed specifications.
Accomplishment
Received President’s Circle of Excellence Award in 1st quarter of 2009 for delivering
consistently efficient and effective oversight resulting in exceptional productivity .
MOTOROLA, Tempe, Arizona 1996 – 2007
Manufacturing Analysis Supervisor [2004 – 2007]
Oversaw day-to-day management of various assignments to consistently meet daily board and
systems manufacturing requirements.
Led cross-functional teams to resolve complex problems; utilized advanced problem solving
techniques to determine root cause of issues.
Accomplishments
Traveled extensively to international facilities to assist with project implementations and transitions, and personnel training.
Improved operational efficiency and productivity by analyzing operations, and developing
and implementing streamlined processes and procedures .
Trained managers and engineers regarding board-manufacturing processes pertaining to
analysis team support roles at Motorola’s Nogales, Mexico plant .
Enabled global sharing of past training classes for new engineers and technicians; spearheaded conversion of technical training library from SHVS to web-based streaming video.
Senior Engineering Technician [1997 – 2004]
Commercial Systems Technician [1996 – 1997]
Directed, supervised, mentored, and coordinated training for analysis technicians.
Diagnosed board functional problems to component level utilizing emulators, digital analyzers, and oscilloscopes as necessary.
Accomplishments
Cut “work in progress” time 76% by instituting and monitoring Kanban methodologies in
manufacturing process; set standard for facility manufacturing .
Reduced scrap costs 70% in 1 year by creating a non-compliant board evaluation process
that aided in evaluation and reduction of scrap.
Lowered pilot cycle time by 19.56% from 4.6 to 3.7 days per pilot .
Streamlined department inventory practices; achieved stellar 99.8% accuracy rate in 2003.
EDUCATION
UNIVERSITY OF PHOENIX, Phoenix, Arizona
Bachelor of Science, Business / E-Business
SOUTHEAST KANSAS AREA VOCATIONAL TECHNICAL SCHOOL, Coffeyville,Kansas
Associate of Applied Science, Industrial Electronics
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