William Thomas Email & Phone Number

Carrollton, Texas, United States

Technical Care Supervisor• Oversee all Tier 2 Support Associates, including scheduling, payroll, and review cycles.• Troubleshoot escalated issues conveyed through tickets, Tier 2 support associates, and client emails. Requires data analysis, system and business process understanding, and research ability.• Analyze customer inventory and master data files. • Monitor all processes and procedures to identify areas for improvement.• Recommend new strategies, policies, systems, and procedures by evaluating organization outcomes.• Define and utilize metrics that will measure key performance indicators to improve service and operations.Call Center Tier 2• Analyze customer files for errors and issues prior to load• Manage customer data including inventory tickets, scheduled counts, prior counts, store close activities.• Troubleshoot all issues conveyed through tickets, Tier 1 support associates, and client emails. Requires data analysis, system and business process understanding, and research ability.• Provide guidance and assistance to Tier 1 Support Associates.• Resolve or escalate JIRA tickets.• Work or test basic inventory prep tickets.• Document all call and issue data in appropriate system.Tier 1 Support Associate• Assist clients with a wide range of technical and functional issues.• Troubleshoot all client issues to resolution, ensuring the root cause is found.• Escalate any client issues, through ticketing system, to Tier 2 or other departments• Maintain and polite and professional demeanor with all clients.• Document all call and issue data in appropriate system.

Grand Prairie, Texas, United States

• Oversee day to day, on the ground operations of sterilization operations.• Responsible for safe handling and storage of hazardous materials.• Analyze current safety and operational processes for continued improvement and efficiency.• Implement new or updated safety and operational processes to meet requirements and standard.• Maintain reports including Bill of Materials, Operations Logs, and Datapoint Collection to be sent out on a regular basis to all levels.

Farmers Branch, Texas, United States

Night Shift Supervisor• Supervise 40-50 manufacturing, maintenance, and sanitation personnel.• Maintain communication and visibility with staff and management on progress and runs.• Promote high levels of safety and quality during all shifts and lines.• Analyze required runs, and schedule lines for optimal efficiency.• Mediate any conflict within team using conflict resolution techniques.Quality, Safety, and Training Supervisor• Oversee safety, quality, production, sanitation, and continuous improvement training for 130+ employees.• Revise training materials to increase efficiency, and comply with high manufacturing standards.• Drive compliance with employees to ensure high retention rates and absorption.• Analyze new manufacturing requirements and adjust training and documentation, as necessary.• Create new policy and procedure documents, as necessary, to comply with new requirements.• Enforce compliance of new procedures and safety measures with all staff.Quality Assurance Lead• Implement cGMP for pharmaceutical grade manufacturing plant.• Enforce cGMP at all levels, with all employees.• Assist in gaining and retaining NSF cGMP certified status.• Maintain status as Certified Internal Quality Auditor of manufacturing and sanitation SOPs.• Oversee writing and implementing of manufacturing and sanitation SOPs.