Bryan Laven
Hastings
Summary
Dynamic professional with extensive experience at PADNOS, excelling in project management and customer service. Proven track record in process improvement and technical troubleshooting, driving significant service enhancements. Adept at cross-functional collaboration, fostering strong stakeholder relationships, and leveraging data analysis to inform strategic decisions. Committed to delivering exceptional results in fast-paced environments.
Overview
22
22
years of professional experience
Work History
Senior Service Specialist
PADNOS
12.2023 - Current
- Successfully navigated multiple projects simultaneously while adhering to strict deadlines and quality standards.
- Conducted detailed analysis of customer feedback data, using insights to drive continuous service improvements.
- Collaborated cross-functionally to troubleshoot and resolve challenging technical problems for customers.
- Established a strong rapport with key stakeholders through regular meetings and open lines of communication.
- Identified opportunities for process improvement, implementing changes that led to significant time and cost savings.
Plastics Special Project Manager
PADNOS
04.2022 - 12.2023
- Tasked with reviewing the administrative and technological support systems for PADNOS Plastics Solutions and collaborating with leadership to implement improvements.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with division goals.
- Met project deadlines without sacrificing quality or workplace safety.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
Service Specialist
PADNOS
03.2020 - 04.2022
- Processed a high volume of daily phone and email interactions with community members and industrial customers to ensure service is performed as requested.
- Consistently met or exceeded performance metrics related to service quality, response time, and customer satisfaction scores.
- Built strong client relationships through consistent communication and effective problemsolving.
- Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
- Provided first-rate service to all customers and potential customers.
Account Coordinator
PADNOS
11.2019 - 03.2020
- Assisted metals Account Executives with their daily tasks, including scheduling, customer communication, and account management.
- Ensured timely response to customer inquiries by maintaining open lines of communication through email correspondence or phone calls.
- Maintained detailed records of account activities, ensuring accurate invoicing and payment.
- Coordinated meetings, calls, and demos for [Number]-person account management team.
- Supported senior account executives in strategic planning initiatives aimed at growing existing accounts or acquiring new business opportunities.
- Escalated issues to appropriate channels as necessary.
- Updated internal databases with account information to maintain concise, clear records.
First Impression Specialist
PADNOS
04.2017 - 11.2019
- Tasked by the Director of Customer Experience to develop and implement the HIVE (Helpful, Intuitive, Valuable, Enthusiastic) department.
- Improved customer satisfaction rates through proactive problem-solving, efficient complaint resolution, and customer support.
- Assisted in developing strategic plan that aligned with long-term company goals.
- Championed the adoption of new phone software tool that streamlined workflows across multiple departments and improved customer experience.
- Increased efficiency by automating routine tasks with software solutions.
- Implemented customer feedback system to pursue continuous improvement.
Executive Assistant
PADNOS
02.2010 - 04.2017
- Coordinated inbound and outbound loads ensuring required documents were presented to the carrier and customer.
- Processed payments and invoices ensuring timely payment and invoicing.
- Managed the accuracy and tracking of our largest toll processing customer to ensure material received was processed and returned as expected.
- Served as a liaison between departments to facilitate effective communication throughout the plant.
- Organized and coordinated conferences and monthly meetings.
- Handled confidential and sensitive information with discretion and tact.
- Played a key role in managing the growth of the plastics division by tenfold over 7 years.
EHS Manager
PADNOS
02.2008 - 02.2010
- Coordinated audits of company yards and facilities to ensure adherence to established regulations while identifying areas for improvement within EHS processes.
- Enhanced employee safety awareness by conducting regular safety training sessions on standard work processes.
- Secured necessary permits for company operations by accurately preparing applications detailing compliance with applicable regulations.
- Established the "Catching Them Doing It Right" program to reward employees for safe work practices.
- Worked closely with EGLE to ensure environmental compliance.
- Led weekly and monthly safety meetings to discuss areas of improvement and implementation.
- Led the company to 2 years without a lost time injury.
- Designed, coordinated, and led our annual Safety Week across three shifts.
Recycling Center Manager
PADNOS
10.2005 - 02.2008
- Led the daily operations of our Hastings recycling center and managed our team.
- Reviewed facility layout and implemented changes to improve efficiency, profitability, and customer satisfaction.
- Established facility and team member performance metrics and conducted regular evaluations to identify areas for improvement.
- Built relationships with area businesses to increase customer base while accommodating record inbound customer volumes.
- Managed the quality process of our inbound scrap to ensure highest quality product is delivered to our customers.
Administrative Services Specialist
PADNOS
07.2004 - 10.2005
- Streamlined office processes by implementing efficient administrative systems and procedures.
- Managed the scale for inbound and outbound loads while processing paperwork for efficient sales and purchases.
- Assisted customers with the sale of their scrap metals and coordinated offloading with yard staff.
- Managed cash payments to customers.
- Created standard work instructions and procedures for office operations.
Administrative Services Representative-Entry Level
PADNOS
12.2003 - 07.2004
- Contributed to process improvements by sharing customer experiences with management.
- Streamlined service processes for quicker payment and invoicing of inbound and outbound loads, leading to improved customer experiences.
- Handled daily customer transactions for scrap purchases.
- Coordinated with various departments to resolve complex customer issues effectively and in a timely manner.
EHS Intern
PADNOS
04.2003 - 12.2003
- Supported the EHS Director in their daily, weekly and monthly tasks including EHS audits, storm water audits, departmental safety meetings, and reporting.
- Gained valuable experience working within the recycling industry, applying learned concepts directly into relevant work situations.
- Designed EHS safety program policies and procedures.
- Learned the fundamentals of our storm water processing plants.
- Assisted in planning and executing the annual Safety Week which included safety demonstrations, departmental competitions, and celebration lunches.
Education
Bachelor of Science - Occupational Safety And Health
Grand Valley State University
Allendale, MI12-2003
High School Diploma -
Hudsonville High School
Hudsonville, MI05-1998
Skills
- Customer service
- Technical troubleshooting
- Data analysis
- Process improvement
- Project management
- Cross-functional collaboration
- Conflict resolution
Timeline
Senior Service Specialist
PADNOS
12.2023 - Current
Plastics Special Project Manager
PADNOS
04.2022 - 12.2023
Service Specialist
PADNOS
03.2020 - 04.2022
Account Coordinator
PADNOS
11.2019 - 03.2020
First Impression Specialist
PADNOS
04.2017 - 11.2019
Executive Assistant
PADNOS
02.2010 - 04.2017
EHS Manager
PADNOS
02.2008 - 02.2010
Recycling Center Manager
PADNOS
10.2005 - 02.2008
Administrative Services Specialist
PADNOS
07.2004 - 10.2005
Administrative Services Representative-Entry Level
PADNOS
12.2003 - 07.2004
EHS Intern
PADNOS
04.2003 - 12.2003
Bachelor of Science - Occupational Safety And Health
Grand Valley State University
High School Diploma -
Hudsonville High School
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