Customer Service Quality Assurance

JUAN NAVA

*** **** ****** **** 817-***-****

Arlington, Texas 76010 acqxs9@r.postjobfree.com

MISSION: To participate with and lead a production or operations team for a company in such a way that ensures customers are satisfied with products and services, increases revenues and profits, and allows team members to learn new skills and grow professionally.

DATA ENTRY • DISPATCH • FIELD OPS

CITY OF ARLINGTON, Arlington, Texas

After Hours Dispatcher (12/09 - Present)

Utility Field Technician (9/08 -12/09)

Communication: Distribution of vital information that is used by other departments to resolve the problem. This

requires making the correct decision based on detailed questioning of customers and their issues. Dispatcher has to assess the situation based on the information given and inform the correct after hours department and relay the information in an appropriate timeframe. It is required to communicate using various tools, for example; Radio devices, landlines, paging devices, emails, and cellular. It is vital that all forms of communication, which includes verbal and visual, be used to convey the message to whom requires it.

Training /Staff Development: Emergency dispatchers have various time changes based on circumstances occurring in the city and department. The shifts provided different types of work which include Work Order entries, Sewer GIS entries, Valve Exercise Programs, Line Locates, and many other functions that include databases. It is required to inform and teach new employees how to operate Enquesta and how to input the information effectively and in a timely manner. Class D water license has been attained by attending water classes via other cities training programs.

24 hours On Call: Have a paging system that requires to report into dispatch and assess the situation and come in as needed on emergencies. This is a 24/7 system that is mandatory for all dispatchers. Shifts that are normally worked are Midnight-8am, 8am-4pm, and 4pm-12am. These shifts depend on the needs of the department and I’m always willing to do what is necessary to fulfill the needs of the department.

Research/Data: It’s often required to research data on specific addresses and verifying what occurred on said properties and inform the departments that require the data. This also includes entries of data which must meet strict standards. The data usually entered is a legal document and requires the utmost correct entries. Dispatch handles Freedom of Information Act documents too. We must be able to use and understand data and formulate a response based on our knowledge and experience with the use of protocols.

Tech Experience: Worked with a field crew which required the experience of using hand tools and devices to repair water main breaks and sewer problems. Understanding the function of the water infrastructure is a key to understanding how breaks and leaks occur.

SUPERVISION • PRODUCTION

NYLOK CORPORATION, Macomb, Michigan 3/03 – 10/07

Lead Production Technician, Arlington, Texas (2/04 – 10/07)

Machine Operator (2/04 – 10/07)

Painter (3/03 – 2/04)

Production Supervision: Planned and supervised daily production operations for a company that custom engineers industrial applications for standard and specialty fasteners for the aerospace, automotive, heavy truck and rail, and other commercial industries. Reviewed and interpreted engineering specifications and blueprints to ensure compliance with job orders and ISO 9001. Scope of clients’ projects ranged from processing coatings and finishes for fasteners in lots of 10,000 to 1+ million items.

Training/Staff Development: Provided on-the-job training of 4-5 new-hire and current Machine Operators to ensure consistent achievement of company goals for weekly production, quality assurance standards, minimal scrap loss, and safety procedures for machine operation.

Equipment Repair/Maintenance: Repaired, maintained, and adjusted production equipment, including conveyor systems, inductive (radio frequency/RF) heating systems, and powder re-circulation systems. Performed routine and preventive maintenance on equipment.

Quality Assurance: Conducted random quality assurance testing to ensure compliance with military specifications and industry standards. Training: Completed ISO 9001-2000 and QPL- technical training.

Purchasing/Inventory Control: Monitored and tracked inventory of materials and supplies. Reviewed materials required for the weekly production schedule. Ordered a variety of materials from major vendors nationwide. Purchased equipment motors and parts, production supplies, machine tooling, paints, nylon powders, and other materials. Conducted physical inventory monthly of materials and supplies. Investigated and resolved inventory discrepancies.

Achievements:

Co-Inventor of NyTab™ Patent # PA3646: Designed the inductive heating process to adhere powder to fasteners in automated processing equipment. Process significantly reduced production costs and improved product quality.

Revenues/Profits - Production Improvements: Designed and implemented a variety of automated conveying and tooling components to increase productivity of proprietary production equipment.

GAMESTOP DISTRIBUTION CENTER, Grapevine, Texas 4/01 – 3/03

Supervisor, Distribution Services

Supervision: Trained and supervised 4 production employees who labeled products by hand for a company that marketed and sold games for computers and consoles through 2,000 retail stores nationwide.

Inventory Control: Operated hand-held computers to record inbound shipments of products. Filled orders for shipment to retail stores.

MAIN AUTO PARTS, Euless, Texas 11/99 - 4/01

Parts Repair (3/00 – 4/01)

Repair/Maintenance: Repaired, cleaned, and machined parts and components of automotive equipment for repair shops and individuals for an independent retailer. Repaired engine heads, rotors, and drums.

Driver/Inventory Control (11/99 – 3/00)

Customer Service: Filled orders of automotive parts for dealers, body and repair shops, and associated stores. Delivered orders throughout the Dallas/Fort Worth Metroplex.

PRODUCTION SKILLS

Mills/Lathes (Operate, Repair, Maintain) • Purchasing/Inventory Control

Metal Fabrication • Certified Raymond Very Narrow Aisle (VNA) Forklift

Metal Painting • Certified Raymond Standup Forklift Operator

EDUCATION – High School Graduate

University of Phoenix

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