Social Media Service Agent

Derek B Morgan

Augusta, Ga *****

Delta Air Lines, Augusta GA – (May 2017 – present)

● Customer Care – Baggage Service Agent – Social Media o Respond to Customer comments via Twitter and other digital channels o Accept inbound Baggage Service Calls in a timely, friendly and professional manner o Educate and create positive connections and promote the Delta Brand o Maintain the highest level of professionalism, while managing sensitive issues. o Demonstrate empathy while providing thoughtful and prompt resolutions. o Strived to minimize potential damage from any negative conversation going viral o Communicate any urgent issues and work cordially with team members in domestic and international locations.

o Practice safety conscious behavior in all operational processes and procedures Sargent Metal Company, Anderson SC – (August 2016 – May 2017)

● Quality Auditor

o Provided First part inspection approval per engineering drawings. o Audited processes at each department throughout the shift. o Scan completed order approval in SAP system.

o Reviewed drawings and recommended changes for revision. o Inspected and counted parts packed for shipping. o Provided COA’s when required.

o Provided final approval of parts prior to release for shipping. Morgan Properties LLC, Augusta GA – (May 2015 – August 2016)

● Real Estate Investor and Rehabber

o Select and evaluate potential property acquisitions o Conduct assessments of property repairs needed to bring it to a marketable state. o Finalize scope of work and establish contractor bid process o Worked on securing project material was at the job site on schedule. o Audited cost of project changes and managed any overruns. o Worked independently in a fast paced detailed oriented environment o Utilized ability to multi-task with competing deadlines Georgia-Pacific, Augusta GA – (June 2011 – May 2015)

● Quality Manager

o Responsible and accountable for Quality assurance and process adherence, root cause analysis, internal inspections and audits as ISO process manager. o Develop, create, train and implement SQF standards and establish a Quality Manual o Prepared audit and inspections reports, evaluated responses and perform follow-ups o Conduct statistical and trend time analysis to support process improvements o Effectively communicated operational information in both oral and written format at all levels: crew members, supervisors, plant leadership, office personnel and customers. o Investigate customer returns and utilize quality tools to get corrective actions and process preventions in place.

o Review waste and determine ways to reduce and eliminate o Input and update plant quality system

o Assign quality system log on access for new employees during orientation o Manage equipment calibration system for all devices used in product acceptance o Conduct annual training modules related to processes in the Quality System o Actively promote and ensure compliance with safety and other programs and initiatives utilized within the organization.

BMW Manufacturing/Mau, Greenville SC – (September 2010 – March 2011)

● Quality Inventory Analyst

o Maintain the operations and data entry of components and finished goods in JIT/JIS Supply Management

o Review and analyze PUL’s vendor invoices and packing slips. o Investigate and resolve problems associated with processing invoices and purchase orders.

o Coordinate with plant Material Planners on the resolution of internal and external inquires

o Maintain communication with delivery drivers and freight carriers for pickup and delivery of shipments handled on the company docks. o Handle and coordinate vendor inquiries and correspondence via phone and email. Montreat School for Professional Students, Charlotte NC – (September 2008 – August 2010)

● Student pursuing Master’s Degree

o December 2010 Graduate with Master of Science of Leadership and Management Weyerhaeuser/International Paper Company – (April 1989 – August 2008)

● Quality Manager – Environmental Manager – Corrugator Supervisor - Quality Technician o Quality Representative for East Region for Weyerhaeuser Paper Company. o Coordinated monthly and quarterly meetings for the group to share relevant information. o Monitored plant results and summarized data for submittal to Manufacturing Manager. o Managed all aspects of quality for the plant; including conformance to specifications, identifying and addressing any gaps in the process. o Facilitator for RCA (Root Cause Analysis) of Customer complaints and manufacturing waste

o Quality subject matter expert providing coaching and guidance to improve quality performance.

o Managed Quality Lab and coached direct report, Quality Lab Technician o Worked with Manufacturing, R & D and the Corporate Quality Teams to ensure that product specifications of consumer / customer needs, matched manufacturing capability o Conduct audits and semi-annual mock recall protocols o Established ISO 14000 documentation, procedures and records for the facility. o Performed risk assessment and proactively made changes to processes to reduce risk. o Worked with outside vendors to insure incoming material met the required specifications. o Developed and managed a voice of the customer process that collects and distribute feedback.

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