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Customer Service Manager

Lanett, AL, 36863
April 16, 2016

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LaFayette, AL 36862


Professional Summary and Skills

●Exceptional ability to learn fast with a desire to be the best at my job, while possessing solid communication skills and the ability to work well under pressure.

●QC Manager for Supplier of Kia and Hyundai Manufacturing.

●Created and head of problem solving team(root cause analysis).

●Responsible for new hire and company-wide continued training.

●Responsible for maintaining, improving, and implementing

●Experienced in working with cross functional teams and creating functional reports.

●Managed QC Inspectors and Repair team.

●Responsible for Improving KPI’s.

●Responsible for Internal and external(KMMG, SA, & Mobis) in-house audits.

●Onsite IT Network Administrator/Helpdesk Technician for 3 Southeast facilities for the largest manufacturer of couplings and bearings in the world, while also supporting 51+ other sites worldwide and over 10,000 employees remotely.

●A very broad understanding of all departments and processes in the manufacturing/communication/commercial industries including but not limited to: Logistics, Quality, Management, HR, Maintenance, IT, etc.

●Vast knowledge in IT Software arena including SCCM, Wise Package Studio, VM Ware, Active Directory, VOIP, ADP(e-time), Wireless Networking, UPS Shipping, Engineering Software, Label Printing, Microsoft OS and Suites, Lotus Notes, AS400, handheld device, Blackberry Enterprise, PeopleSoft, SOX, etc.

●Demonstrated IT Support, analyst skills, and exceptional customer service skills for client base (80% of Fortune 500 companies), while working in 5 different departments for the largest conference provider in the world.

●Owner of startup Computer Repair & IT Business Solutions Company in Valley, AL


Auburn University Bachelor of Science in Business Administration

Major: Finance Completed 3/2000

Troy State University Masters in Business Administration

Major: MBA Completed 8/2003


Saehaesung Alabama(SHS Plant 2) LaFayette, AL

June 2012 – Present

Floor Manager

Direct and manage plant operations for production, maintenance, quality, shipping, and receiving.

Coordinate plant activities through the planning with departmental managers to insure the total manufacturing objectives are accomplished in a timely and cost effective manner.

Implement cost effective systems of control over capital, operating expenditures, manpower, wages and salaries.

Establish and monitor overall plant performance for production and quality standards.

Control and minimize labor overtime, premium freight and repair expenses.

Maintain existing plant facilities and equipment; replace, or make adjustments to plant facilities and equipment when necessary.

Maintain existing plant facilities and equipment; replace, or make adjustments to plant facilities and equipment when necessary.

Provide leadership and training to accomplish the company goals and objectives.

Implements and maintains preventative maintenance programs.

Incorporates shop floor organization and plant cleanliness among plant personnel.

Provides direction, development and leadership to production supervisor.

Quality Assurance Supervisor/Manager(On-Site IT)

Responsible for Quality Assurance for entire Plant 2 and Communication Liaison for Plant 1(Andalusia, AL) & 2 between Sewon America(SA), Mobis and Kia Motors America(KMMG).

Created Problem Solving Team and Reported out to SA, Mobis, and KMMG on Countermeasures for Plant 1 and Plant 2.

Created New Hire Training and Weekly Training Program; Trained all New Hires and Weekly Training of entire SHS 2 workforce.

Responsible for Scrap Reports and Reduction of Scrap.

Created new Innovative Response System for Operators to Contact QC or Maintenance.

Ensured every Department followed Work Standards, Procedures, and Policies.

Responsible for Monthly Internal Audit and Contact(Responsible Party) for Quarterly External Audit(Hyundai, SA, Mobis, KMMG).

Responsible for all Quality Defects; Training, Problem Solving, Countermeasure, Reporting, and Reduction.

Worked closely with all departments on New Methods, Engineering Changes, Safety, Document Changes(Document Control), Machinery, Logistics, and Planning.

Enhanced Department and Organization Reputation by Accepting Ownership for Accomplishing new and Different Requests; explored opportunities to add value to job accomplishments.

Analyzed Trends of Workforce, Defects, Machinery, Logistics, Materials and Production.

Worked Extremely Close with HR; New Hire Interviews, Exit Interviews, Employee Filings of Claims, OSHA Standards Enforcement, and Safety Enforcement.

Responsible for growth of Operators, Maintenance Techs, Team Leads, and Supervisors.

Installed and Managed Plant Wide Surveillance System(Web Enabled)

Managed and Maintained all IT Hardware and Software in Plant 2.

ReUp Solutions Computer Repair and More(Self-Owned) Valley, AL

June 2009 - 2012


All Business related tasks(Marketing, Billing, Accounts Payable, etc)

Contractor – InterCall – Senior Enterprise Tech

●Help Desk Support – Corp Executives(West Point Operations), Sales(US), Telecom(WP Operations), and Training Dept(West Point Operations)

●Software Distribution via SCCM

●Create/Remove New Hires/Separations using Active Directory, CA Provision Manager, and SCCM

●Machine Imaging

●Project Lead for Office 2007 Upgrade Installation

●Project Lead for IE 7/8 Upgrade

●Project Lead for Processes and Installations for Billing and Reservations Systems for Genesys(Company Acquisition Video/Audio Conference Provider)

●Video/Network/Device Support for Conf. Rooms in Executive Building

Contractor – Kiddie Kollege Daycare – On Site Technician

●PC Repair and Purchases

●Network PC's and Printers

●Consulted and Installed Touch Screen Units for Computer Lab

Contractor – C&H Tax – On Site Technician

●PC Repair and Purchases

●Installed/Networked Tax Software and Supported

●Setup/Supported VPN and trained usage

●Setup Printer Network

Rexnord Industries Milwaukee, WI

May 2006 – June 2009

Network Engineer/Level II Analyst

●Tape Server Management

●SOX Compliance Policies(including server room mgt: temp, humidity, and access standards)

●Supported 51+ facility networks, software, and hardware

●Installed configured servers, ghost images, packages, printers, network licensed server apps, manufacturing CNC machine software, and vast array of site specific software.

●Extensive Nortel PBX knowledge; facilitated ITC Deltacom on phone moves and maintained voicemail administration.

●VOIP support for I3 phone system used at various location throughout the company

●Supported and maintained wireless handheld device server, tool room inventory server, and engineering code writing server.

●Highly involved in New Orleans facility move to St. Rose, LA: including VOIP phone system, end users pc, servers, Xerox printers, and shop floor CNC machinery.

●Extensive SCCM knowledge, Wise Package Studio, VMware, Computer Associates USD, ADT E-Time, PeopleSoft CRM, and Mainframe Database.

InterCall, Inc. West Point, GA

February 1997 – February 2006

System Tech Analyst and Escalation Tech Analyst

●Provided support for network computers and large server environment(1000+ machines)

●Provided support for all hardware and software used by organization.

●Responsible for the entire day-to-day admin of systems at three locations.

●Ensured platforms and/or systems were operating properly at all times

●Performed network installation of ADP (time clocks) and performed troubleshooting for any issues that originated.

●Knowledge of Computer Associates USD ticketing system.

Level IV Technician

●Technical support for all Internet based platforms (6) and

●Company service products (20+)

●Designing and maintaining databases (Access)

●Tier II level support for major data conference vendors

●Supported Web Data recordings

Reservationist/Implementations/Expert RSVP

●Managed 20 to 30 employees in absence of supervisor

●Monthly Billing

●Executed Rep Rate Changes

Inside Sales Meeting Consultant

●Inside Sales Meeting Consultant

●Sourcing, blue printing, and new business

●Inbound and outbound customer service

JC Penney Columbus, Georgia

November 2000 - February 2001

Department Manager

●Managed 30-40 employees

●Arranged inventory

●Controlled money disbursements and money intakes

●Analyzed employee performance

●Prepared year-end and beginning year performance records

●Perform tasks for Corporate Exec. and buyers

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