Stephen Holtzclaw Email & Phone Number

Atlanta, GA, US

Remote Position

• I lead a team of parking professionals with a passion for customer advocacy. I oversee all facets of PARCS Support and ensure customer issues are driven to resolution through collaboration with multiple.
• Championed a cross-functional process with peers to drive overall efficiency improvements around critical customer escalations, ultimately leading to a more customer-centric experience, reducing non-critical.
• Inducted into the inaugural "Verra Mobility 80s Club," a distinction obtained by only three leaders at T2 Systems, which is a new honor recognizing and celebrating leaders who create the most engaging and fulfilling.

Remote Position

• Championed a Support to DevOps escalation process, reducing time-consuming inaccurate escalations by 90%.
• Coordinate and provide training to the team increasing usage of our training platform by 100%, ensuring personnel remain up to date on the most recent products, processes and services.
• Primary point of contact for all PARCS Support escalations - both internally and externally.

Remote Position

• Exceeded all personal case metrics and goals, frequently obtaining the highest metrics MoM while maintaining excellent customer survey feedback results.
• Provided support for software and hardware in a SaaS model. Provided support for multiple software and hardware solutions offered, some drastically differing from others requiring extensive knowledge of multiple.
• As a Level 3, responsible for resolving escalations raised from Level 2 support personnel in a queue-based model, providing timely solutions while driving cases to resolution.

Norcross, Georgia

• Promoted to the Manufacturing Engineer Manager by implementing measurable improvements to product manufacturability through demonstrated team leadership. Leveraged ability to translate business requirements into system.
• Defined and implemented policies, procedures, SLAs and SOPs which allowed for faster and more consistent product turns, reducing overall product completion time by as much as 25%.
• Performed time studies to identify process inefficiencies. Performed root cause analysis on issues identified. Implemented solutions to increase product assembly efficiency by as much as 100%.
• Liaised between cross functional teams to ensure manufacturing line continued to operate in an efficient manner while all business objectives were met or exceeded.
• Managed up to twenty personnel providing career development goals and coaching individuals to success. Identified and retained top skill. Incorporated a proactive approach to personnel engagement, reducing amount of.
• Created new hire and annual technical training curriculum to ensure employees were trained consistently to rigorous quality standards, proper tool usage methods and general technical abilities.

Norcross, GA

• Promoted to Product Specialist by demonstrating extensive product knowledge through recommended improvements to the products which increased efficiency and decreased overall assembly complexity. Made product.
• Resolved general lack of internal documentation and process by creating cross functional process and procedure, including implementation of SOPs.
• Implemented work instructions which ensured products were built consistently to rigorous quality standards.
• Utilized AutoCAD to create wiring diagrams which increased quality, efficiency and consistency throughout the assembly process.

Norcross, GA

• Built orders to customer specification by following work orders, using work instructions and interpreting product schematics. Resolved product technical issues through troubleshooting, diagnostics and root cause.
• Identified ways to improve assembly efficiency and reduce complexity. Made recommendations to improve products to upper management.
• Resolved assembly inconsistencies by creating the first drafts of product assembly manuals.
• Reduced the amount of repeat technical issues by creating an internal troubleshooting guide for products.

Conducted site surveys to determine best positioning of equipment, method of installation and locating/creating site cabling infrastructure to facilitate installation. Installed cutting edge technology in the satellite TV field. Trained customers how to utilize new equipment. Sold additional services to clients to provide a complete package of high quality.

Engaged customers utilizing selling skills to build connected solutions while maintaining a balance of high velocity and high service. Sold a broad range of mobile products and services. Handled all aspects of the sale including: customer contracts and warranties, explanation of product benefits and performing final payment transaction.

Chattanooga, Tennessee Area

Converted original wax drawings to electronic format via AutoCAD, collaborated with managers and supervisors to meet demanding project completion goals and developed a general working knowledge of power generation, including fossil, hydro and nuclear.