Customer Service Continuous Improvement

David J. Whalen

*** ******* **, ********, ** R*J 2Z7

********@****.** / 204-***-**** LinkedIn: URLhttps://ca.linkedin.com/in/david-whalen1

Experience in: Aerospace Manufacturing Management Certification in Safety (US) Aircraft Accident Recovery & Investigation HAACP Supply Chain Management Aviation Operations Management Tool Issue and Control Parts Issue and Logistics Control Lean Management Value Stream Mapping Kaizan TQM, Total Quality Management 5S Continuous Improvement Logistics Management People Management MS Excel SAP ADP Trouble Shooting WHIMIS Customer Service Management Project Management Security Aircraft Maintenance Trainer, Evaluator and Certifier Jet Engine and Hydraulics Mechanic

Professional Experience

24-7 Intouch, Winnipeg MB Oct 2017 – May 2024

Call Center Customer Service Representative/ Supervisor/ Lead Line/ Research

Supervisor, Beauty advisor Sephora, Lead Line Sephora, Research Lead Line Sephora, Escalations. Work from home Mar 2020-present

EagleKeeper Hobbies, Winnipeg MB Aug 2016 – Present

Owner Operator (supplemental home business)

Airport Terminal Services, Winnipeg International Airport May 2018 – March 2020 Passenger Services Supervisor, Swoop Airlines

Manage/ Supervise 6-12 Customer Service Agents from passenger check in, Boarding and Deboarding the aircraft, baggage claim through the overall airport terminal. Remove any roadblocks for the CSA’s that would impede their performance of their daily duties. Act as liaison between our superiors, Winnipeg Airport Authority and Transport Canada with our Agents. Verify proper safety procedures and PPE is adhered to and worn during all operations.

DIAGEO NORTH AMERICAN SUPPLY, Crown Royal Distillery, Gimli, MB. May 2014 to Aug 2016 Maturation Line Manager/ Team Lead Maturation

Managed the training, assigned duties, arranged the scheduling, performed the coaching, upheld worker safety, communicated all job expectations, recorded and approved payroll, reported all KPI’s, planned and monitored the progress of 23 unionized production workers. Maintenance upkeep of and inventory 1.5 million barrels of expensive liquid in 50 temperature-controlled warehouses. Supervised the complete plant site Yards and Ground team for upkeep of distillery grounds and seasonal snow removal. Managed and performed logistics support on shipping for national and international rail and truck shipments of liquid and barrels to bottling plants in North America. Sourced the purchased items required for the department’s and sites operational needs, created the purchase orders required to make the purchases. Acted as site purchase credit card holder, maintaining purchases within the site budget constraints. Facilitated HAACP Training in the facility. Managed Customer and Vendor accounts for the service of North American product shipping and supply. Mentored the Continuous Improvement Program and Change Management for the plant site. Customer service duties with both internal and external customers and vendors.

Acted as the liaison both locally an internationally with vendors and corporate sales, working priorities through deliveries and government compliance with shipping of goods. Acceptance of goods from vendors internationally and locally.

Created and managed departmental training syllabuses, including the initial training for new employees and advanced training for senior employees, ensuring well-trained and knowledgeable staff on hand at all time.

Created a cross-training program in a union environment, improving better back-ups on certain jobs, eliminating production line down time due to lack of skills for critical job functions.

Introduced asset management for department where operators would perform minor maintenance on equipment, eliminating line down time for minor discrepancies that would otherwise require maintenance to perform these duties.

Managed the work schedules including OT and shift schedule, meeting work-flow requirements efficiently and cost effectively maintaining budget for maturation and site grounds upkeep.

Ensured a 100% KPI was maintained on shipping of product, reflecting on-time and on-schedule shipping to sister facilities for bottling of product throughout the fiscal year.

Managed site continuous improvement team to fiscal year total of approximately $225K in site savings when all projects completed.

MAGELLAN AEROSPACE, Winnipeg, MB Jun 2006 to Jan 2014

Production Supervisor

Managed multiple cells and departments of up to 47 technicians, both union and salary technicians. Scheduled work priorities, assigned duties, arranged training, payroll, coached individuals, monitored safe work and enforced proper use of PPE and safety policies, posted and communicated KPIs daily. Project Lead and managed customer contracts for the helicopter “Wirestrike” program. Devised and implemented Continuous Improvement and change management projects in departments under my control.

I created and implemented a program for Tooling repair and refurbishment processing with a company savings of $175K off overhead.

Cell Leader, managed 3 Quality Control cells to include Non-Destructive Inspection to include LPI, MPI, X-Ray, Laser Tracker, Laser AutoCAD, Tool Build/Inspection/design and R&D for Joint Strike Fighter High Speed Machining Cell.

Created and initiated a Cross-Training program in a union environment for back -ups on certain jobs within the constraints of the union agreement, negotiate the terms of parts of the agreement to the benefit of all

In charge of incoming raw material analysis and quality control using spectrometric analysis and other Non-Destructive Inspection for entire plant sheet and bulk metal production.

BUCKWOLD WESTERN LTD., Winnipeg, MB May 2005 to Jun 2006

Warehouse Manager, Flooring distribution

Managed the warehouse and 8 staff members, oversaw hiring, training, assign duties, shift and OT scheduling, coaching and communicated job expectation for the dynamic priorities through monthly forecasts of sales. Inventory controlled by conducting daily/ weekly/ monthly cycle counts and ensure proper warehouse staffing levels during peak periods. Managed the logistics of the shipping and receiving of flooring goods across Canada and North America and to local vendors.

Increased brand profits by 22% and reduced damage to products by purchasing 2 additional forklifts to move surplus product through an additional truck loading and unloading door a project initiated and planned by me. Interviewed and hired the additional qualified personnel to support the movement of the additional stock.

Spearheaded installation of an additional semi loading dock and door that handled increased product deliveries and enhanced safe operations.

RETIRED U.S.A.F. Jan 2001 to Aug 2004

Additional Related Experience

UNITED STATES AIR FORCE, Worldwide Service Sept 1981 to Jan 2001

Mid-Level Management

Honorably Discharged: Special Disabled, Armed Forces Service Medal Veteran

Aircraft Maintenance Technician, Crew Chief, Engines, Hydraulics and Aircraft Crash Recovery Specialist

Education & Professional Development

Degree, B.A.Scs., Bachelor of an Applied Science, Professional in Aeronautics, Minor in Safety, Embry Riddle Aeronautical University, Daytona Beach FL

Certifications: FAA Airframe and Power Plant Mechanic Certification, Operational Maintenance Management Certification, Embry Riddle Aeronautical University, Daytona Beach FL

Engineering and Flight Technology, FAA Commercial / Instrument Pilot Certification, Aerodynamics, Aircraft Design and Flight Characteristics, FAA Weather Observer’s Certification, Mercer County College, Trenton NJ

Aircraft Maintenance Operations Management, Quality Control Management, Supply System Management, Resource Manager, AMQP Advanced Management Qualification Program, TQM (Total Quality Management) Training, Equipment Maintenance Management and Aircraft Maintenance Manager, Aircraft Crash Recovery Specialist, Community College of the U.S.A.F., Worldwide Service, USAF Historian and HPC

References

Joe Berozowski Production Supervisor Magellan Aerospace Winnipeg 204-***-****

David Gooseen Senior ME Magellan Aerospace Winnipeg 204-***-**** or home 204-***-****

Garnet Navorovich Warehouse Manager Cell 204-***-**** 0r home 204-***-****

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