Kenneth Horvath Email & Phone Number

San Bernardino, California, United States

Diamond Bar, California, United States

• Worked on the Continuous Improvement Team that implemented system processes that annually saved millions of dollars in superfluous and avoidable freight charges.• Collaborated with Sales Manager / Carrier Relations / Strategic Planning and Customer Solutions / Order Management for planning and execution of all special programs and projects.• Managed orders through supply plan; included proactively identifying potential needs for rush orders to improve in-stocks as well as collaborating with Strategic Planning in allocating production when supply constrained (such as DTS before DC or product sharing arrangements). Collaborated with cross-functional Supply Chain team in designated region to resolve issues (Planning, Customer Service, Transportation, Procurement), identifying and developing solutions for improvements in process and communication between departments.• Responded to emails / inquiries from external customers such as carriers. Communicated all exceptions (including fluctuations in daily demand and rush orders) to Sales Management, Carrier Relations, Strategic Planning, and Order Management, identifying and developing solutions for improvements in process and communication between departments.• Maintained and updated all SOPs associated with the specialized load planning function.

Ontario, California, United States

• Led, managed, and oversaw the operations of the team responsible for customer care, experience, strategy, and sales partnership.• Developed and managed customer care policies and procedures that maximized productivity and profitability, improved customer relationship and experience, and drove results to the account strategy. • Developed strategies and tactics ensuring the team reached objectives in driving results and leading relationships.• Coordinated individual duties after careful evaluation of each business dispatch and customer specialist's skill level and knowledge, which increased team productivity by 5% to 10%.• Established and ensured attainment of goals for customer satisfaction ratings, staff productivity, order accuracy, and Service Level Agreements.• Established and developed highly efficient and dependable administrative team by delivering ongoing coaching and motivation and fostering career advancement.• Created and executed effective staffing model to meet stringent service level requirements.• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.• Produced high-quality documents, spreadsheets, and presentations for internal customer-facing needs, using Microsoft Office 365 family of software.

Pomona, California, United States

• Increased customer satisfaction and repeat business through relentless pursuit of resolutions to problems arising from voice, video, and data services, protecting company reputation and loyal client base.• Cultivated Safety First-oriented team that produced multiple award-winning team safety records.• Manage technician’s deployments to ensure work is prioritize and meet daily deliverables.• Produce weekly schedules provided to local managers.• Communicate with project manager and team leads on pending issues.• Assist managers in resolving daily opportunities.• Determine and provide solution for escalation complaints mandated by the Public Utility Commission.• Gather data from various systems to forecast workload and determine the resources needed to successfully provide satisfactory customer service.• Determine root cause miss commitments and determine where the services of the company can improve.• Coordinate, schedule, and initiate meetings including meeting minutes, capture and follow up on resolution of all action items identified.• Utilize Microsoft Office to generate, condense, edit, and create data documentation and presentations including preparing metrics, charts, tables, and graphs.

Glendale, California, United States

Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance, and support of voice, data, VoIP, and video applications.

Anaheim, California, United States

Designed and fabricated slip tables, isolation bases, electrodynamic and hydraulic shakers for the military, aerospace, automotive, electronics, and commercial industries. Produced detailed AutoCAD blueprints to meet highly complex customer test needs. Review all work for completeness and accuracy and adhere to schedule and quality expectations established by contract and client standards.

Pomona, California, United States

Designed and fabricated standard and custom vibration/shock test fixtures for the aerospace, automotive, electronics, and commercial industries. Produced detailed AutoCAD blueprints to meet highly complex customer test needs. Worked with Planning and Manufacturing teams to ensure stringent scheduling demands were met.

Business Administration And Management, General

Mechanical Engineering/Mechanical Technology/Technician