Social Media Customer Service

Terry Thrower

Choctaw, OK ***** 405-***-**** *******@*****.***

Work History

Owner, Master Luthier, 11/2006 to 10/2019

Sooner Acoustic Music Co. – Midwest City, Ok, OK

Managed the Music store.

Managed the repair and repaired musical instruments and amplifiers and PA systems

Engine Program Manager PW220, 01/2003 to 11/2006

TAFB 448th Eagle Sustainment GP. GBEA – Oklahoma City, OK

Analyzed current business plan, identified inefficiencies in existing processes, and tracked performance following implementation of improvements.

Created positioning and key messages to differentiate business solutions and products in market.

Conducted field visits and met corporate customers for business development.

Supervised production planning while using appropriate tools and analysis for smooth production output.

Researched competitive solutions and maintained competitive market comparisons and evaluations.

Managed quality assurance program including on site evaluations, internal audits and customer surveys.

Developed, updated and maintained database of existing and potential customers.

Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth.

Conducted office management and emergency preparedness orientation to provide special skills and test specific emergency plan components.

Tracked customer shipment requirements to improve customer satisfaction while increasing service efficiencies.

Documented meeting minutes and distributed to staff to facilitate follow-up and permanent record.

Determined and recommended methods to address improvement opportunities.

Managed and archived quality documentation and participated in internal and external quality audits.

Investigated and resolved customer complaints to foster satisfaction.

Operated with high integrity, built trust, and earned sustained credibility with internal and external clientele.

Established and maintained productive working relationships with staff to resolve operational difficulties and to promote interdisciplinary, collaborative approach to customer service provision.

Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.

Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance.

Logistic Management Specialist Instruct GS-346-12, 01/1991 to 01/2003

72nd Air Base Wing TAFB – Oklahoma City, OK

Logistic Systems Senior Instructor GS-346-12.

Equipment Specialist and Program Management Courses.

Engine and Flight Instrument Equipment Specialist, 03/1985 to 04/1991

Tinker AFB – Oklahoma City, OK

Performed preventive maintenance on basis for medical equipment.

Installed, calibrated and monitored devices.

Documented information regarding installations, repairs and inventory checks.

Diagnosed cause of problems and completed repairs.

Maintained safe work environment and adhered to privacy regulations.

Inspected, tested and calibrated medical equipment before installing.

Developed and maintained expense budget while applying fair trade practices to continually decrease expenses.

Established and maintained productive working relationships with staff to resolve operational difficulties and to promote interdisciplinary, collaborative approach to customer service provision.

Equipped and organized facility to comply with company strategy for online and offline quality controls.

Followed quality standards and procedures to minimize errors and maximize customer satisfaction.

Updated quality control standards, methods and procedures to meet compliance requirements.

Sorted incoming mail and faxes and expedited urgent correspondence for immediate attention.

Developed and executed go-to-market plans and facilitated internal organizational readiness.

Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings.

Complied with safety and hazardous material handling, storage regulatory requirements and internal procedures affecting business operations.

Monitored and supported production order progress through quarterly statistical models.

Researched competitive solutions and maintained competitive market comparisons and evaluations.

Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth.

Collaborated with team to define business requirements for organizational processes, achieve productivity standards and adhere to accuracy standards.

Supervised and led employees to high performance levels in cross-functional matrix management structure.

Maintained regular contact with clients and identified opportunities to deliver added value to client relationships.

Liaised with Production Manager to organize and perform annual quality standard training for new and existing staff.

Evaluated quality problems and performed random testing to identify and resolve issues.

Monitored social media and online sources for industry trends.

Managed high-value existing and new business partnerships to deliver on objectives and maximize corporate revenue, support and awareness.

Tracked customer shipment requirements to improve customer satisfaction while increasing service efficiencies.

Collaborated with materials purchasing specialist to meet production requirements and quality standards.

Communicated value and position to sales team and developed tools to support selling process.

Minimized costs and maximized returns resulting in savings.

Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance.

Converted community contacts into potential clients through networking, consistency and credibility.

Supervised production planning while using appropriate tools and analysis for smooth production output.

Offered data-driven recommendations aligned with overall company strategies and prioritized process improvement initiatives.

IConducted field visits and met corporate customers for business development.

Adhered to established policies, procedures and compliance for satisfactory audit rating.

Determined and recommended methods to address improvement opportunities.

Documented meeting minutes and distributed to staff to facilitate follow-up and permanent record.

Assisted with proactive client outreach initiatives through suggestion program and documented client correspondence in CRM system.

Conceptualized and designed abstract ideas, built plans, and delivered details to CMO.

Managed quality assurance program including on site evaluations, internal audits and customer surveys.

Liaised with engineering on defining product features and managing trade-offs involving features, schedule and lifecycle.

Created scheduling reports in D041 system to efficiently and effectively move product and adhere to shipping commitments.

Implemented brand and demand strategies to meet revenue targets for business services and products.

Managed and archived quality documentation and participated in internal and external quality audits.

Developed and executed targeted relationship and account development strategy.

Engaged client executives to assess strategic business needs and challenges and translate business strategy into human capital opportunities with business impact.

Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.

Welcomed visitors to office, communicated arrival to team and managed visit expectations.

Initiated outbound administrative requests by phone and in writing to accomplish reverse engineering.

Developed exceptional attendance record with special attention to punctuality and preparation to work upon arrival.

Operated with high integrity, built trust, and earned sustained credibility with internal and external clientele.

Education

High School Diploma

Putnam City High School - Oklahoma City, OK

Accomplishments

USAF 1968 to 1995 retired

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