Customer Service Project Manager

JERRY COURSEY

Willis, Texas • 706-***-**** • *********@*****.***

MANAGER – LAB AND FIELD CALIBRATION

Results-oriented leader with extensive experience in strengthening compliance, data analysis, improving processes, elevating output, and increasing customer satisfaction. Effective team builder able to communicate and provide excellent customer service with all levels of employment. Exceptional time and organizational management skills, including the ability to prioritize, multi-task, learn quickly, analyze effectively, and make competent decisions. Key skills: Multi-platform Calibration, Budgeting/Profit Maximization, Training/Performance Reviews, Quality Control/Assurance, Schematics/Wire Diagrams, ISO 17025 / A2LA PROFESSIONAL EXPERIENCE

Project Manager - Client Based Labs – TansCat October 2024 – Present Travel to client-based laboratories (CBLs) to lead the startup, transition, and steady-state operations of new facilities, ensuring seamless implementation and operation. Direct calibration of process-controlled, mechanical, and laboratory instruments during the Transition Phase, ramping down calibration duties as permanent staff are hired and trained. Provide remote supervisory support during the Steady-State Phase while simultaneously managing new CBL startups.

• Spearheaded CBL workflow planning and instrument triage to optimize service delivery.

• Delivered technical training to permanent technicians, improving quality and consistency. Operations Manager – Calibration – Applied Technical Services Dec 2021 – October 2024 Established new calibration lab and field operations office including all resource allocation, budgeting, facility design, contract negotiation, hiring, training, and client acquisition. Coordinated with designated sales team for targeted marketing and community initiatives to create awareness of new location and drive sales growth. Optimized profit by reducing operating expenses that had been allocated for field operations office as well as collocated division.

• Led initiative to salvage and reutilize assets that were transferred as part of strategic company acquisitions.

• Initiated and acquired first Mobile Lab facility. Field Calibration Technician – Applied Technical Services Oct 2018 – Dec 2021 Calibrated a variety of test and measurement equipment for both National and International customer sites. Improved and maintained positive customer relations, thus becoming the preferred technician for many large accounts. Calibration specialties include AC/DC low voltage, RF frequency measuring and generating devices, temperature and humidity devices, environmental chamber and oven uniformity surveys, high voltage generating and measuring equipment, and chemical analysis of conductivity and PH meters.

• Coordinated the transportation, logistics and accountability of high-end electronic test equipment totaling $500,000.

• Assumed lead technician and project management role, supervising up to 5 field technicians to ensure efficiency and on-time completion of calibration projects.

Logistician – Maximum Logistics, LLC May 2017 – Oct 2018 Provided in-depth logistics and support for a small business evolving in all phases of permitting and plan review for residential construction. Cross-coordinated with national builders to ensure on time permitting, plan approval and issue resolution for complying with multi-jurisdictional code requirements. Advised in the areas of management, strategy, marketing, finance, and HR.

Service Technician - BellSouth Telecommunications Inc./ AT&T Sep 1998 – May 2017 Installed, troubleshot, repaired, and maintained analog and digital telecommunication circuits, while conducting air and corrosion prevention. Configured network set up for multi-line use, including router and modem interface with customer equipment. Coordinated with vendors to determine equipment solutions for customer needs. Recommend and implemented telecommunications solutions, to improve customer performance and reduce cost. Owner – Beverage Depot, Inc. Jan 1992 – Aug 1998

Recruited, onboarded, supervised and cross-trained 17 multi-functional employees; directed P&L, logistics, inventory, and daily operations for a retail package store. Orchestrated business development operations, identifying clientele to support over $2M in sales annually; conducted research and compared proposals, while streamlining processes to analyze and align data, costs, timelines, inter-organizational configuration, customer relations and proposal generation. Aviation Electronics Technician – U.S. Marine Corps Feb 1984 – May 1991 Conducted preventive and corrective maintenance on electrical aircraft parts, systems, and components. Performed diagnosis and corrective actions, disassembled, inspected, evaluated, and accomplished necessary repairs, incorporating technical instructions and technical directives. Inspected, disassembled, assembled, adjusted, tested, and installed aircraft components and systems to include hydraulic systems, pneumatic systems, flight controls, flight control systems, braking systems, pumps, motors, and structure metal repair.

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