Customer Service Engineer

Audrey M. Crum

**** ******* *. **** *****, Eight Mile, AL 36613

251-***-****-Mobile

************@***.***

PROFESSIONAL PROFILE

Engineering professional with business acumen and experience in manufacturing, oilfield services, quality control, and

customer service. Creative, enthusiastic self-starter with strong organizational and problem solving skills. Consistent and

reliable in multi-tasking with initiative and drive. Avid learner with strong interpersonal skills.

PROFESSIONAL EXPERIENCE

Process Engineer Current Lenzing Fibers

Axis, AL

Promote a safe work environment by following safe work practices and addressing the safety of others in all assigned

tasks.

Pass learning onto technicians through daily contact and updating procedures (SOPs, ECPs, etc.).

Investigate and troubleshoot plant/process problems.

Assess Safety and environmental issues.

Ensure safe working conditions and compliance with health and safety legislation.

Schedule and coordinate work in Offsites are.

Collect data required to make improvements and/or modifications in Offsites area.

Handle day to day routine tasks for the wastewater treatment plant.

Ensure that projects are completed in a timely manner.

Develop and implement systems that optimize all phases of the production process.

Process Safety Analyst 10/2011-5/2012 Huntsman McIntosh, AL

Investigate and verify Safety processes site-wide;

Assist with the updating of Process Safety Manuals;

Work with HSE managers, engineers and operators to define and create any new processes

Interact with many divisions of the facility in order to achieve process safety goals of the company.

Trainer 10/2010- 02/2011 Ryla Teleservices Inc.

Saraland, AL

Level 2 Certified Trainer, Verizon Wireless

Administer division training programs including: New Hire, Product knowledge, Retention, and Certification to all Customer

Care employees

Instruct trainees according to client’s predetermined modules to ensure proper certification of employees

Regular collaboration with other divisions and training personnel to ensure all training material is up to date and consistent

across departments and divisions

Deliver updates of products and procedures to all Customer Care groups

Provide skills training in phone etiquette including friendliness, voice control and customer attentiveness

Administer performance assessments, provides feedback to trainees and reports performance results to management

Provide leadership and coaching in handling difficult situations and customers.

Team Lead/Supervisor 8/2009-10/2010 Ryla Teleservices Inc. Saraland, AL

Responsible for monitoring daily call center operations

Responsible for reviewing and adjusting agents system time

Minimize call escalations through effective coaching and support

Meet and exceed quality and customer satisfaction goals to ensure customer retention and uphold the company brand

Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job

Facilitate accurate credits and adjustments

Provide timely feedback to the management team on customer trends, issues and needs

QC Chemist 6/2007- 6/ 2008 Champion Technologies Odessa, TX

Performed routine analysis to ensure the quality of purchased raw materials, intermediate and finished petrochemical

products, and monitor plant water and wastewater for proper environmental disposal.

Authority in decision-making for approval or rejection of all chemicals by techniques including HPLC, FTIR, auto titration,

pH, densitometer, viscometer, CS, KF, refractormeter, turbidimeter, and chemical specific performance.

Interfaced with QC Management and R&D for troubleshooting of all chemicals, and participate in special projects assigned

by QC personnel for advancement of technology.

Performed standardizations and calibrations of reagents and equipment while ensuring proper documentation.

Field Engineer 7/2006- 2/ 2007 Schlumberger-Dowell Midland, TX

Performed material balance to determine necessary amounts of fluids and concentrations of prop needed for each stage of

stimulation process.

Worked closely with client to ensure customer satisfaction of job performance.

Utilized various types of oilfield software in order to monitor pressures and concentrations during stimulation process.

Performed fluid analysis in lab and onsite.

Assisted supervisor in stimulation of well and preparation of design reports.

Project: Assisted with testing of well site satellites for interaction purposes

EDUCATION

Bachelor of Science Degree in Chemical Engineering, Tuskegee University May 2005 Tuskegee, AL

COMPUTER SKILLS

MS-Word, MS-PowerPoint, MS- Excel, MS-Outlook, SAP, Lotus Notes

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