Description
Operations Management * Oversaw daily activities of technicians, repair operators and supporting staff for three shifts on the factory floor insuring department exceeded 15-day Turnaround of Customer Goods KPI >90%. * Drove organizational and personal objectives, mentored staff with career development and identified process improvements to eliminate non-value add time for activities from receipt to shipment / billing. * Operated within established capital and expense budgetary guidelines while maintaining appropriate inventory and staffing levels to meet delivery schedules >90%. * Developed process to maintain and reuse consignment inventory during Field Trial and First Office Applications reducing deployment costs for New Product offerings. Customer Services Management * Steered daily activities of Customer Technical Assistance and Call Center Support staff insuring delivery of a high level of service and meeting established KPIs. * Defined the organizational and personal development plan for Customer Technical Support teams by establishing training and skillset requirements. * Developed customer escalation procedures to insure management was aware of potential of risks. * Maintained strong relationships with internal and external customers, provided status updates and supported regular communications and meetings. Continuous Improvement Leader * Spearheaded root cause analysis and long-term preventative quality improvements, ensuring Service Level Agreements (SLAs) for products and service commitments exceeded objectives. * Recognized by customers, sales and delivery teams for delivering results from quality initiatives to internal organizations realized 12-point increase in customer satisfaction survey results. * Spearheaded cross-functional continuous improvement teams, including engineering, manufacturing, and account management, resolving Hardware, Software and documentation issues, and avoiding service interruptions to customers. Thomas F. Latham "lathtf@gmail.com" lathtf@gmail.com Page Two Selected Accomplishments
Work Experience
| COMPANY | POSITION HELD | DATES WORKED |
|---|---|---|
| (Confidential) | Director Product Support, Local Transport Products Operations Leader, Customer Returned Goods | / - Present |
Accomplishments
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