Tim Spicer Email and Phone Number

As the Pfizer Human Factor Program Site Lead, I am responsible for the development, deployment, and sustainability of the site’s PHP strategy with the goal of reducing human errors, fostering Continuous Improvement and supporting the drive to Zero Defects. This includes partnering with OpEx management, the Site Investigations Lead, and many others to drive stronger PHP results across the site.

• Write high and medium level exception reports regarding plant issues and critical defect audit failures. • Investigations of Production, Incoming Quality, Chemistry, Microbiology, Engineering, Validation and other personnel necessary to complete the investigation. • Conduct personnel interviews and system reviews. • Act as an unbiased investigator with questions surrounding the specific issue. • Evaluate corrective actions in regards to trends. • Identify and implement preventative actions to eliminate the potential for non-conformities to occur. • Perform follow-up activities to coordinate the completion of corrective and/or preventative actions. • Design studies as needed to gather critical data for investigation and/or corrective actions. • Track, on a daily basis, the progress of all investigations as they pertain to Exception Reports.

-Primary liaison between the company's internal field, engineering teams and and end customer.-Involves heavy levels of meticulous internal and customer facing communications.-Provide exceptional customer service to ensure on time delivery in accordance with customer and company expectations.-Drive local market operations PMs for timely delivery of key elements of project implementation.-Handle and effectively resolve customer problems that are escalated for management attention.-Set departmental objectives and report on progress and project milestones.-Organize and coordinate all internal organizations for the timely and accurate implementation of large, complex projects.-Provide post installation support for services, trouble resolution and new service proposals.

Oversee and coordinate the Service Delivery Department on the turn-up of IdeaTek services to our new customers.• Management and monitoring of operations to deliver contracted service commitments• Strive and implement the continual improvement of Service Delivery standards and practices within the company• Lead, motivate and develop teams to deliver services in a fluid and customer comfortable process• Find resolutions and long term solutions to customer service instillation issues to maintain positive customer experiences and long term customer retentionManage project turn-up for business, commercial, and enterprise customers.Oversee and coordinate fiber builds to all locations.*Define project scope and objectives*Collect all information for client onboarding.*Set deadlines and allocate resources.*Plan, coordinate, direct and supervise personal, contractors and vendors engaged on projects to ensure on time completion.*Ensure a smooth handshake with Customer Service for the new customer.

Oversee and coordinate fiber builds to residence and business.*Define project scope and objectives*Collect all information for client onboarding.*Set deadlines and allocate resources.*Plan, coordinate, direct and supervise personal, contractors and vendors engaged on projects to ensure on time completion.*Continue management over Customer Service Operations.

Create value by developing, operating and maintaining a world class Customer Service capability.• Create and promote IdeaTek Customer Service Vision throughout the company.• Recruit, train and manage staff with virtues and talents necessary to realize our vision.• Work with staff to create and excel in their personal development plans.• Design, develop and implement supporting Customer Service Knowledge Systems for our company.• Manage and develop improvements with after-hours on call employees and call center capabilities.• Monitor company wide workflow for continuity and consistency in providing services.• Manage administrative business for the all Outside Plant employees.

-Worked with customers to successfully resolve service related issues.-Collaborated with other Customer Service Representative and cross departmentally to identify and implement long term solution for customer satisfaction and retention.-Developed processes to increase first time resolutions with customers.-Developed accountability methods with representatives to ensure tickets were resolved to the customers satisfaction.

-Conduct Specific Issue Polygraphs on convicted felons.-Worked effectively with county, state and federal agencies with testing outcomes.-Successfully supervised other examiners for improved performance.-Spearheaded innovative training methods with other examiners for state and federal compliance.-Hired and trained new examiners to exceed company performance.-Actively facilitated therapy groups, psycho-education classes and individual sessions with convicted felons.-Managed outpatient offices in Hutchinson and Wichita.

-Supervised, directed and evaluated all college employees working in the Residence Halls, Student Center, Study Center, College Book Store and Campus Food Service.-Designed and implemented residential student development programming, set and established yearly budgets, monitored housing and conducted oversight of contracts with housing, food service and book store services.