Plant Manager Call Center

Dwight Haynes Jr.

**********@*****.*** 469-***-****

WORK HISTORY

Tech. Support Agent at Telvista (Verizon Fios Apple) January 2009 - May 2025 (16.5 Years)

Technical agent in an inbound call center supporting Verizon Apple customers. Ongoing, extensive training acquired to manage the various personalities and still be professional patient with customers with Fios Contract. Promoted two Master Tech in 1 year trainer. Great key metrics for accountability. Used skill set to resolve customer issues to reach daily set company metric of calls per hour. Daily reports in place to track key company metrics complete all daily callbacks. Assisted customer issues with billing, product tech issues, product setup questions and various other issues to satisfy customer for Verizon Fios triple play service apple customers. Internet, cable, phone services, and other data devices. Plant Manager Planner at Stephen Gould

January 2011 - August 2013 (3 Years)

3 month contract position as planner initially. Within 1st year promoted to Production Plant Manager Supervisor with additional job scope and responsibilities. Put in place ppm pph ppd standards. Used line balancing to optimize company profit. Parts per minutes went from single digits to double digits within 6 months. Created daily SAP tracking standards for each customer product, with parts per minute goals to meet monthly profit benchmarks with all costs included in the report and all company overhead as well. Supervisor planner of 50 – 175 line workers. Daily workers based on customer requirements. Creative solutions used for real time, problem resolutions. Used flex scheduling to meet cx deadlines. Knowledge sharing, coaching and cross training implemented to optimize SAP, iTLS, OTD, order release, reduce OT. Part of daily meeting monthly review meeting by company executives. In these meeting the timeliness of excel power point presentations crucial in meeting agenda. Worked with accounting to create daily profit portfolio cost tracking report to monitor daily profitability with excel power point. Historical comparisons done at the end of each month. Key focus on accuracy with 95 to 100 real cost of all company variables.

Planner (contract) at Newbreed Logistics

February 2008 - January 2009 (1.5 Years)

Senior Planner at cell phone Refurb Plant, 1800 employees. Planner for major plant operations in conjunction with material utilization. Reports done daily to communicate to lead, supervisors, management, the corporate office the effectiveness of preset schedules and goals. Month end reports done. Battery department documentation initiative implemented to maintain numerical order. Access, Excel, SAP Oracle programs created to effectively communicate daily metrics. Planner Inventory Control Analyst at GENERAL DYNAMICS January 2002 - December 2008 (7.5 Years)

Hired for Inventory Control. Job scope expanded and promoted to planner in 2004. Responsible for ABC cycle counts of plant inventory, net worth 5-12 million dollars. Duties entailed full documentation of various anomalies, calibration, and resolution of computer data versus the actual on-hand data. Used WMS, and SAP systems daily Using Kanban reduced work in process by 60 . Assigned as network liaison for work orders, schedules, PM’s and daily output for precision machining operations. Created databases in Excel of computerized models to display historical trends. With these models the ability to forecast demand increased dramatically. Created a MRP automated database that projects material demand for a range of 0-6 month. Database makes use of multiple bills of materials, current on hand quantities, and future sales forecasting information as well. Gained extensive expertise in buyer vender relationships to assist in better planning for material dock dates. This resulted in a reduction of on-hand stock for targeted items. Designed, orchestrated and supervised a material handling project specifying the installation of 150,000 of equipment for new storage accommodations for the plant. Done while maintaining warehouse operations. Responsible for space utilization, worker ergonomics and optimization plans for whse. Worked with 20 machinists, supervisors, management, and maintenance to minimize overtime requirements for CNC machining operations. Daily WIP feedback reports generated to inform all parties. Over time reduced by 30

– 60 .

Industrial Engineering Technical Support Cost Analyst at LGS TECHNOLOGIES

(Custom Fabricating Plant)

January 1999 - December 2002 (4 Years)

Identify reduce manufacturing lead-time. Tooling solutions, MRP, scheduling, training. Documented studies for continuous improvements ISO certification. Machine Utilization, Line balancing, and time studies, used in concert to optimize plant workflow to reduce WIP and bottlenecks. Planned 40-80 new jobs day. Recommend corrective actions modified work instruction documentation. Assisted in developing automated network status reporting system for accounting. Evaluate and interpret customer engineering blueprints verbal requirements for most cost effective production method and printed out a customer contract analysis. Determine lowest cost consistent with quality, reliability, and time frame. Optimize material usage methods and initiate MRP requirements. Flexible pricing scales used with fixed pricing process standards. Estimated total costs lead-time for customer quote packages in power point package. Work instruction documentation formatting for new contracts BOM. Financial Difference and adjustments Analyst at CHASE MANHATTAN BANK January 1998 - December 1999 (2 Years)

Audit investigations for checking transactions Financials adjusted via network. Administrative Assistant at THE UNIVERSITY OF TEXAS IN ARLINGTON January 1997 - December 1998 (2 Years)

(4 member staff which handled details for 76 faculty) Accounting Clerk II at AMERICAN EXPRESS

January 1988 - December 1995 (8 Years)

Manage bank advices and cash letter accounts for major bank institutions. Research account mishaps and audit trails involved in fraud investigations. Train employees on the workflow process and their key roles. Monitor work operations and direct work preparation to facilitate a continuous flow A member of the diversity team and co-author of monthly news column. Consult with managers while making significant improvements in the efficiency workflow. “All Star” recipient for training success in work center balancing. Work in high pace, production driven check-processing facility. Received several “Employee of the Month” awards for workmanship. Perform several outside job duties because of ability to follow through as directed. EDUCATION

The University of Texas in Arlington - Bachelors Degree Graduated 1999-01-01

Industrial Engineering

SKILLS

MS-Access, To complete

Microsoft Word, To complete

Microsoft Excel, To complete

AutoCAD, To complete

Research, To complete

Accounting, To complete

Agenda Development, To complete

Technical Support, To complete

Auditing, To complete

Automation, To complete

Billing, To complete

Blueprinting, To complete

Electrical Wirings, To complete

Calibration, To complete

Call Centers, To complete

Corrective And Preventive Action (CAPA), To complete Capacity Management, To complete

Certified Investment Management Analyst, To complete Communication, To complete

Databases, To complete

Engineering, To complete

Finance, To complete

Ergonomics, To complete

Sales, To complete

Financial Management, To complete

Forecasting, To complete

IBM Notes, To complete

Industrial Engineering, To complete

Problem Solving, To complete

Machinery, To complete

Maintenance, To complete

Manufacturing, To complete

Materials Management, To complete

Oracle Applications, To complete

Microsoft PowerPoint, To complete

Professional Responsibility, To complete

SAP Applications, To complete

SAS (Software), To complete

Simulations, To complete

Statistics, To complete

Stock Control, To complete

Scheduling, To complete

Reliability, To complete

Warehouse Management Systems, To complete

Metrics, To complete

Administration, To complete

Coaching And Mentoring, To complete

Team-working, To complete

Hardworking And Dedicated, To complete

LANGUAGES

English, Native/Bilingual

ABOUT ME

I have management experience: 1 years

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