Kim Durnan

**** ****** **

Dickinson, ND *****

727-***-****

ad0z30@r.postjobfree.com

I am looking for a career opportunity that will allow me to utilize my skills and knowledge in Customer Service/Manager department.

Summary of Qualifications

15 years within manufacturing environment with increasing levels of responsibility

Strong client focus, utilize continuous improvement processes at all levels

Ability to react and respond to changing priorities with appropriate flexibility

Excellent interpersonal, verbal and written communication skills

Self-managed and self-motivated

Professional Experience

Atento Teleservices (Feb 2021 to Present) Customer Service Agent

Lead member of remote teleservice team contracted to support the Maryland Department of Health

Handled calls from residents of Maryland in support of COVID-19 statewide vaccination program.

Answered questions on the process and sign up of getting initial and follow up vaccine.

Located and scheduled appointments based on client request of closest location, soonest opening or their desire to use a pharmacy instead of a state vaccination site.

Weekly team meetings to discuss issues and weekly one on one meetings with supervisor to review my activities.

Consistently received top scores in customer satisfaction, issue resolution and proper handling of incoming calls.

Pall Aeropower Corporation, 10540 Ridge Rd. New Port Richey, FL (Aug 2018 –April 2020)

Shipping Team Leader

Developed packaging and labeling processes for the shipping team that produced 99% accuracy in customer shipping requirements.

Implemented a Daily Visual Management board for shipping. Lead daily meetings to establish daily goals and track monthly expectations.

Shipping team member of ‘Dust to Dollars’ program that reduced slow moving inventory by more than $600,000 in 2019.

Used DRA (dynamic resource allocation) to flex team members to receiving department to support influx of critically needed raw material.

Pall Aeropower Corporation, 10540 Ridge Rd. New Port Richey, FL (Dec 2013 – Aug 2018)

Warehouse Inventory Control Team Leader

Utilized continuous improvement to reorganize stockroom, develop processes for material intake, stocking and moving to production floor on time

Implemented process and created tracking metric for material returned to stock from production floor. Process allowed for adjustments in volume or quantity pulled for job to reduce return to stock by 25% without shorting the job on the floor

Work directly with purchasing and manufacturing leadership to resolve issues with work put on the floor

Developed daily metrics to track individual productivity on pulling works, SAP transactions, inventory accuracy. Coached and retrained as needed to meet expectations.

Developed daily cycle count process through SAP

Developed staging process to keep three weeks ahead of required work, allowing production line to shift from job to job and be flexible to expedite requests

Trained team on proper inventory control transactions in SAP

Pall Aeropower Corporation, 10540 Ridge Rd. New Port Richey, FL (Aug 2012- Dec 2013)

Team Leader for Regimesh Department

Managed a 15-member team in the production of rigid metal “Regimesh” aerospace filters for the commercial and military markets

Used daily visual management to successfully meet and exceed monthly shipping goals

Maintained 95% and higher on time delivery

Worked directly with purchasing and planning to ensure material was received from vendor on time, getting it through the receiving process and available for manufacturing

Developed inventory control processes that kept levels at predetermined values while satisfying customer delivery dates

Pall Aeropower Corporation, 10540 Ridge Rd. New Port Richey, FL (Nov 2005- Aug 2012)

Customer Service for Aerospace Sales and Contracts Division

Exceeded 95% or above goal of orders being entered within 24 hours of receipt

Developed streamlined process for customer document processing

Train new customer service employees on system and process and procedures

Direct customer contact to resolve order discrepancies, and follow up afterwards

Developed sales projections and forecasts based on customer website dates

Processed credits and rebills for entire team

PAS, 10540 Ridge Rd. New Port Richey, FL (August 2001 – November 2005) Administrator Assistant

Assisted in all shipping functions including preparing certification and inventory

Purchasing and purchasing follow-up with vendors

Computer Skills

Advanced skills in Microsoft office, Internet/website, strong skills in excel, and power point, SAP and MAPICS.

Education

University of Phoenix, Bachelors Degree in Health Administration

Axia College – Received Associates Degree in Health Administration

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