Customer Service Care

Juan Ford

Columbia, SC • 803-***-**** • ********@*****.***

Customer Service and Manufacturing Professional

I have a diverse and versatile background that spans over 20 plus years of experience. It encompasses property management, business entrepreneurship, customer-centric inbound, outbound, email, and chat customer service, sales, billing, network & cable installation, food, parcel, and cash pickups and deliveries, armed security and manufacturing.

My communication style, flexibility, ability, and willingness to learn quickly and work in fast-paced environments, adaptability in any environment to any business style makes me an asset to any company. I have a proud and continuous history of exceeding established goals and customer expectations. Experienced in pharmaceutical and food/beverage manufacturing and packaging operations, cold calling, upselling, technical support, and general customer care. Recognized for excellence in attendance and punctuality, meeting metrics, teamwork, and enthusiastic participation in continuous learning opportunities.

SKILLS and EXPERTISE

Service-minded

Communication – verbal & written

Conflict resolution

Time management

Problem solving

Proactive planning

Microsoft Office

Dependability

Data Entry

Detail-oriented

Empathy

Active Listening

PROFESSIONAL EXPERIENCE

Business Owner, GiantLeap Global - Columbia, SC Mar. 2012 - Current

Entrepreneur providing goods and services online via website orders, and in person via product and service sales and provision, and third-party order deliveries.

Water distribution partnership with Indigenous Water Bank Cooperative.

Real estate wholesaler

Social Media Marketer

Phone, in-person, and online sales and customer service

Food and parcel pickup and deliveries via DoorDash and Uber

Website creation and management

Landscaping and yard maintenance

Rental Property Owner and Manager, GiantLeap Enterprises - Columbia, SC Feb. 2016 – Current

Owner/landlord, customer care and property management

Property inquiry and tax preparation and payments

Maintenance and landscaping

Rental payment collections

Consistent phone, in person, and electronic customer support with tenant(s).

Manufacturing Technician, Invista - Lugoff, SC Jun. 2023 – Sept. 2024

Safely operate manufacturing equipment in the Polymer and Cordura® production areas while learning and applying procedures and performing required inspections of process equipment and making corrective actions per Standard Operating Procedures (SOP’s).

Follow all corporate/site guidelines as well as any federal/state/local laws and or regulations without exception

Perform general and detailed housekeeping

Work with safety management systems to enhance safe work practices and behaviors across the site

Expected to carry out all activities with integrity, compliance, and in a safe and efficient manner

Identify and segregate product according to quality standards

Perform routine sampling of product to ensure quality product is delivered to our customers

Accurate data entry into multiple computer systems

Learn and apply Principle Based Management™ understanding and incorporate into daily activities and decisions

Continuous learning and development within the site to achieve superior results and high-quality products

Leveraging individuals’ passions to create value for the site, enabling our Shift Runs Shift culture

Think critically and resolve problems

Exercise good teamwork in accomplishing area goals

Work with minimal supervisory guidance and function in a team environment

Technical Systems Brewer, Mark Anthony Brewing - Columbia, SC Apr. 2022 – Oct. 2022

Multi-Screen, Multi-Monitor control room setting. Responsible for the operation, monitoring and troubleshooting of brewing equipment. As well as taking and analyzing quality samples from each brew stage in chemical lab and documenting results.

Continuation of Adhering to Good Manufacturing Practices (GMPs).

Completion of daily and weekly tasks using Standard Operating Procedures (SOP’s) to ensure quality and repeatable results.

Ensuring continuous operation of process equipment through active process monitoring, troubleshooting and sanitation practices.

Effectively communicating job knowledge and process changes with team members and management through various forms.

Daily communication that includes shift handover meetings, daily production meetings, action logs, work orders, safety reports, etc.

Following SOP guidance to perform quality product inspections.

Certifying Written documentation completion of inventory checks, quality inspections, sanitation requirements, batch and blending production and basic maintenance tasks.

Maintaining sanitation and lubrication of machinery, equipment, storage bins, workstations, etc.

Reporting safety and/or equipment issues to leadership.

Performing other various job duties as required.

Unload railcar and OTR truck tankers.

Packaging Specialist, The Ritedose Corporation - Columbia, SC Apr. 2016 – May 2020

Responsible for maintaining an operational knowledge of all packaging equipment and ancillary support equipment including control and communication devices used in a pharmaceutical manufacturing environment.

Assisted in developing strategy for process improvements that include operational specification, action plan for implementation, Analysis of process improvement, supporting documentation as required, creating, or revising standard operating procedures.

Contributed to training programs, and maintain tools & equipment required for packaging equipment.

Perform defined preventive maintenance tasks at a daily and weekly level as defined by SOP.

Supported maintenance technicians on communication and controls.

Ensured daily production goals are accomplished, complete daily production log and attend daily production meetings as required.

Updated ERP systems with the use of raw materials for each production order.

Prepared and setup the packaging line for each batch run according to the production order.

Monitored the packaging line and support equipment during batch packaging.

Ensured packaging line is supplied with the appropriate QC released materials according to the production order.

Ensured sanitation of the packaging line has been properly cleaned and line clearance performed at the end of each batch run and at the beginning of batch packaging.

Performed reconciliation and housekeeping of materials, finished product delivered to the warehouse, and packaging rejects at the end of each batch.

Ensured scrap materials have been disposed of properly.

Notified the appropriate personnel when equipment failure or deviation occurs during batch packaging.

Assisted with the training of Packaging personnel on packaging SOP's and TRC SOP's.

Participated in the internal and external TRC training program.

Maintained a professional team-oriented working relationship with fellow employees.

Secondary Packaging Line Technician, Nephron Pharmaceuticals – West Columbia, SC Aug. 2015 – Feb. 2016

Responsible for keeping production lines running efficiently to meet production goals in a pharmaceutical manufacturing environment.

Assisted with additional work duties or responsibilities as evident or required.

Responsible for in-process quality testing of finished product as required.

Performed other duties as assigned or apparent.

Partnered with Production Department employees coordinating the operation of the production line.

Cleaned, performed adjustments, and preventive maintenance on equipment.

Conducted emergency repairs to equipment.

Troubleshoot problems and assist maintenance technicians with repair.

Set up equipment in the correct configuration for the product scheduled / running to be processed. Document machine startup settings and be able to write descriptive reports/explanations in manufacturing maintenance logbook.

Packaging Operator, Mars Petcare - Columbia, SC Mar. 2013 – Aug. 2015

Setup and operated packaging line for safest and most optimal operation to fill, palletize, and unload dog/cat food bags of various capacities.

Performed minor mechanical repairs, cleaning, and troubleshooting to maintain seamless workflow.

Multiple production records set for line 3 and a share in a standing team record of 507 tons packed out in a 12-hour shift.

BBS and Safety Team Member.

Cross trained in Quality Assurance, Batching and Forklift/Warehouse Operation

Adhere to personal safety practices the meet OSHA & Mars standards to assure a safe environment for yourself and others. Maintain open communication with ensuring site safety policies.

Operate within specified efficiency/productivity standards based on formulation and packaging capability and within established finished product Q&FS specifications for each formula.

Perform quality checks, and maintain accurate documentation as defined by the QMP and site requirements.

Perform packaging equipment adjustments and preventative maintenance activities as defined in SOPs to assure finished packages are in compliance with Q&FS specifications and QMP standards.

Perform AM responsibilities in the area, in line with MSE.

Adhere to the master sanitation program as defined by Sanitation MSS.

Participate in the continuous improvement of the area, to drive performance and plant KPI’s.

Participate and adhere to all food safety requirements, Quality Management Processes, and site safety programs ensuring that all standards are met.

Engage and demonstrate teamwork, in line with the site culture.

Phone Banker, Wells Fargo Bank N.A. - Columbia, SC Jun. 2010 – Jan. 2012

Customer care and personal banker.

Answered a high-volume of inbound customer calls.

Provided stellar customer service.

Meet established sales goals, while adhering to constantly changing policies and procedures established by Wells Fargo Bank N.A. and the United States' federal government.

Sell and open new accounts for customers.

Accessed customer accounts for fraud resolution, wire and ACH transfers, bill payments, balance inquiries, and more.

Billing/Technical Support Representative, Teleperformance USA - Columbia, SC Jun. 2009 – Jun. 2010

Customer Support, data entry, and technical support and resolution.

Answered a high-volume of inbound customer calls.

Meet established sales goals.

Exhibited stellar customer service daily.

Troubleshoot & resolve satellite service technical issues.

Dispatched necessary truck rolls.

Answered detailed billing inquiries & resolved billing disputes.

Installer Technician, Time Warner Cable (now Spectrum) - West Columbia, SC Mar. 2006 – Mar. 2009

Install and repair services for customers and educate them on proper use of their services and equipment. All while providing world-class customer service.

Installed, upgraded, downgraded, reconnected, and disconnected analog, digital and phone cable services.

Installed wireless and hard lined internet services.

Responsibility included the safe operation of company vehicle to comply with company policies as well as DOT and OSHA guidelines.

Responsible for the wiring and rewiring of cable and phone lines in multiple dwelling units, apartment/condominium complexes and multi-business office buildings.

Armed Guard/Messenger/Driver, A.T. Systems East Inc. (now GardaWorld Cash Services)- Cayce, SC Jun. 2000 – Feb. 2006

South Carolina Law Enforcement Division certified armed guard charged with the handling, processing, and delivery of cash and coin to customers, while exemplifying professionalism and top tier customer service.

Ensured the safe operation of forklifts and armored vehicles to comply with company policies as well as DOT and OSHA guidelines.

Collecting deposits, replenishing, and troubleshooting ATMs.

Delivered and received bank deposits and cash orders to and from the Federal Reserve in Charlotte, NC.

Delivered Federal currency and coin to banking institutions and commercial customers.

Buying and selling of Federal currency and coin

Separated and organized Federal currency and coin to specific routes based on day of the week and location of customers.

Performed loading/unloading of armored trucks daily.

Created and provided manifests for Federal cash and coin in relation to designated routes, and for checking in routes as they return to base using their computer system.

Recognized as the backup to the night shift supervisor for exemplary, sound, competent, and safe job performance.

EDUCATION & CERTIFICATIONS

High School Diploma, Dreher High School, Columbia, SC 1992 – 1996

Microsoft Office Video Training Courses (Word, Excel, PowerPoint), Microsoft, Online 2012, 2020

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