Paul Mills Email and Phone Number

• Proactively listened to representative’s calls prior to going live to prevent quality concerns which helped create the highest quality scores as a team in our manager’s organization.• Submitted a plan to improve Work Force Management that allowed supervisors more time at desk and increased involvement with their team’s adherence.• Submitted proposal to expedite termination process while staying within companies policies.• Created stack rating formula to assess team and direct manager’s organization.

• Performed technical support for customers of marquee clients.• Addressed customers concerns regarding technical support, billing and payments, plans and services.• Exceeded metrics consistently.• Supported and coached representatives on soft skills, research and client policies.• Monitored availability status of representatives taking calls.• Took escalated calls to address customer concerns.

• Oversaw day-to-day operations of the production department that included a maximum of 48 employees that included field techs, foremen, field supervisor, service crews and foremen, office manager and assistant and assistant production manager.• Oversaw scheduling of install and service crews.• Hired, trained, scheduled, administered performance reviews and when necessary disciplined employees.• Created and implemented training manuals for employee development.• Maintained inventory that coincides with scheduled installations.

Consulted, managed and performed work on various projects ranging from home improvements/ repairs to organization techniques, home networking and other projects for individuals.

• Facilitator for Family Group meetings where quality, production and safety issues were identified and resolved by the production staff. • Participated in Plant Advisory Committee meetings where family group representatives met with engineering and management to communicate issues that could not be resolved by family groups and share information about current and future projects. • Disassembled copiers for remanufacturing so parts may be reused. • Promoted to Inspection where parts were assessed for re-use based on several criteria. • Transferred to a benchmarking automation process developed by members of management, engineering and production staff. • Submitted a proposal for a new floor plan using time studies from engineering that could have reduced safety concerns, ease the flow of materials and have better utilization of manpower. • Experience with ISO 9000,9001, 14000 and 14001