Ernest Bickham
Gainesville,GA
Summary
Resourceful Technician known for high productivity and efficiently completing tasks. Skilled in troubleshooting, preventive maintenance, and equipment repair. Excel at time management, problem-solving, and communication, ensuring seamless operations and team coordination.
Overview
1
1
Certification
34
34
years of professional experience
Work History
Technician
Boehringer Ingelheim Animal Health
Gainesville, Georgia
08.2024 - Current
- Trained new technicians on equipment operation and safety procedures to ensure compliance and operational readiness.
- Performed troubleshooting and repair of equipment in accordance with manufacturer specifications.
- Replaced faulty parts to maintain equipment performance.
- Monitored quality control processes during product manufacturing stages.
- Managed quality control processes to uphold product standards and enhance customer satisfaction.
- Adhered to safety protocols and guidelines within the facility.
- Collaborated with team members to streamline operational workflows, improving overall efficiency.
- Participated in training to maintain technical expertise and proficiency on applicable equipment.
- Documented procedures and maintained accurate records for compliance audits.
- Reviewed technical manuals and other documents related to product operation and maintenance requirements.
Consultant
SES Environmental
Roswell, Georgia
10.2022 - 04.2024
- Collaborated with clients to identify environmental challenges and provide solutions.
- Developed strategic plans for waste management projects and initiatives.
- Conducted site assessments to evaluate environmental impacts and risks.
- Analyzed environmental data to support compliance and regulatory requirements.
- Prepared detailed reports summarizing project findings and recommendations.
- Facilitated training sessions on environmental policies and best practices.
Manager
Fieldale Farms
Murrayville, Georgia
07.2019 - 09.2022
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified customer needs to deliver timely and effective solutions.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Developed and implemented innovative ideas to improve team performance and achieve positive outcomes.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Executed daily operational tasks with accuracy to support service delivery.
Manager
McDonald’s
Stockbridge, Georgia
01.2016 - 07.2019
- Oversaw daily operations to ensure efficient restaurant functioning.
- Managed staff scheduling and ensured adequate coverage at all times.
- Conducted performance evaluations and provided feedback to team members.
- Trained new employees on service standards and operational procedures.
- Coached, mentored and trained team members in order to improve their job performance.
- Trained employees on additional job positions to maintain coverage of roles.
- Resolved customer complaints to enhance dining experience and satisfaction.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Collaborated with marketing initiatives to promote new menu items effectively.
- Implemented quality control measures to maintain food safety standards.
- Monitored inventory levels and coordinated timely restocking of supplies.
- Provided leadership during times of organizational change or crisis situations.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Recruited and hired qualified candidates to fill open positions.
- Ensured compliance with all applicable laws, regulations, industry standards.
Assistant Call Center Operation Manager
Wipro Technologies
06.2014 - 06.2016
- Directly supervise and coordinate activities and operation of over 10+ Team Leader and over 100+ agents in the Computing Services Department.
- Manages processes within the center and makes changes to maximize the efficiency and effectiveness of the contact center specialists (Geek Squads Agents) efforts.
- Ensured maximum productivity by utilizing performance targets and maintaining appropriate staffing levels.
- Developed strategies to align operations with organizational goals and leverage strengths while addressing weaknesses.
- Adjusted staffing levels based on weekly schedules, sales promotions, and other event forecasts.
- Supervises, coaches and provides counsel to Team Members.
- Interviewed, hired, and trained employees; planned, assigned, and directed work; appraised performance; rewarded and disciplined employees; addressed complaints and resolved problems.
- Monitored productivity of Geek Squad Computing Services Department and generated actionable reports to inform management decisions.
- Ensure daily and monthly performance results are tracked by agent and team.
- Review of CCS performance monthly (KPIs, NPS scores, time and attendance).
- Conduct monthly annual performance reviews with direct reports.
- Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness.
- Field questions from team and possibly clients; recommend corrective services to address customer complaints.
- Provided guidance to Geek Squad Agents during complex situations.
- Utilized Net Promoter Score (NPS), Customer Effort Score (CES), and First Contact Resolution (FCR) metrics to identify areas for customer experience improvement.
Call Center Supervisor
Verizon Wireless
05.2011 - 06.2014
- Manage a team of 10+ Customer Care Supervisor and over 150 universal care representatives.
- Monitored call center operations and ensured high quality of services.
- Monitored and analyzed agent productivity, generating reports to inform performance strategies.
- Monitor and review individual and team performance.
- Monitor calls to observe individual demeanor, technical accuracy, and conformity to company and client policy and procedure; provide feedback as required.
- Provide coaching and development feedback.
- Conduct recurring 1x1 meetings with assigned Team Agents.
- Resolve employee issues and act as the employee advocate when dealing with HR or departmental processes.
- Assisted supervisors and developed various metrics for productivity and prepared necessary reports.
- Coordinated with executives and affiliate directors to deliver actionable feedback for improved operations.
- Lead monthly team meetings to disseminate company and department activity.
- Conduct timely annual performance reviews.
- Addressed inquiries from team members and clients, recommending corrective services to resolve customer complaints.
- Worked with team supervisors and identified call volume trends and maximized ways to improve qualifications.
- Maintained knowledge on various best industry practices and developed associated strategies.
- Analyzed processes and recommended new technologies for incorporation in system.
- Planned annual business and prepared strategies for forecasting budgetary needs and allocated budget to various departments.
- Monitor and ensure compliance with attendance, dress code, and all Company policies.
Assistant Manager
McDonald’s
01.2009 - 01.2011
- Assist manager in interviewing, hiring and training crew members.
- Assisted manager in developing employee schedules and promptly filled vacant positions to maintain staffing levels.
- Ascertain that each crew member is rotated on a regular basis so that he or she can learn the dynamics of all jobs within the restaurant.
- Assist in troubleshooting kitchen and dispensing equipment to make sure that customer service is not affected.
- Coordinated with suppliers to procure supplies efficiently, ensuring uninterrupted restaurant operations.
- Maintain inventory of supplies and equipment and ensure that any repairs and maintenance needs are seen to promptly.
- Supervised acceptance of takeaway orders, ensuring adherence to food quality standards.
- Handled point-of-sale balancing by accurately counting cash and verifying transactions. Handled cash at the end of each shift and ensured that any discrepancies were immediately addressed.
Office Manager
Murc Turner Inc
Atlanta, Georgia
01.2004 - 01.2009
- Managed office operations, ensuring smooth daily activities and efficient workflow.
- Coordinated schedules and meetings for executives and team members effectively.
- Oversaw office supplies inventory, maintaining adequate stock levels at all times.
- Implemented office policies and procedures to enhance operational efficiency.
- Trained and supervised administrative staff, fostering a collaborative environment.
- Oversaw property management operations and maintained compliance with local regulations.
- Developed strategic marketing plans to optimize property visibility and attract tenants.
- Coordinated lease negotiations and ensured contract terms met organizational standards.
- Managed vendor relationships and monitored performance of service providers.
Federal Special Agent Supervisor
United States Government
01.2002 - 01.2004
- Investigate organized crime, public corruption, financial crime, copyright infringement, civil rights violations, bank robbery, extortion, kidnapping, and other violations of federal or state statutes.
- Testify before grand juries concerning criminal activity investigations.
- Collaborated with offices and agencies to exchange information, coordinate activities, and determine scope, timing, and direction of investigations.
- Prepare reports that detail investigation findings.
- Analyze evidence in laboratories or in the field.
- Examine records to locate links in chains of evidence or information.
- Identify case issues evidence needed, based on analysis of charges, complaints, or allegations of law violations.
- Obtain and use search arrest warrants.
- Collaborate with other authorities on activities like surveillance, transcription, and research.
- Developed relationships with informants to gather critical information for ongoing cases.
- Compare crime scene fingerprints with those from suspects or fingerprint files to identify perpetrators, using computers.
- Administer counterterrorism counternarcotic reward programs.
- Provide protection for individuals, like government leaders, political candidates, and visiting foreign dignitaries.
- Perform undercover assignments maintain surveillance, including monitoring authorized wiretaps.
- Managed security programs that ensured protection of personnel, facilities, and sensitive information.
- Processed and issued security clearances for personnel, ensuring compliance with regulations.
Police Officer
City of New Orleans
New Orleans, Louisiana
09.1992 - 01.2002
- Enforced laws to maintain public order and safety in community.
- Protected citizens by preventing crime, enforcing laws and apprehending suspects.
- Patrolled assigned areas to detect and prevent criminal activity.
- Responded promptly to emergency calls and incidents throughout the city.
- Conducted thorough investigations of crimes and incidents.
- Gathered evidence, interviewed victims and interrogated suspects to conduct thorough criminal investigations.
- Documented reports and evidence for criminal cases and court proceedings.
- Prepared detailed reports on incidents and arrests made.
- Conducted traffic stops in accordance with departmental protocol.
- Arrested suspects following established procedures while exercising caution and good judgment.
- Diffused active disturbances with de-escalation techniques, compassion and combat skills.
- Informed community members about safety measures and crime prevention strategies. on safety measures and crime prevention strategies.
- Provided guidance to citizens on safety precautions against crime. on safety precautions and preventive measures against crime.
- Developed positive relationships with members of the community through outreach programs.
- Collaborated with local agencies to enhance community policing efforts.
- Trained new officers on procedures, protocols, and community engagement practices.
- Attended training sessions to maintain proficiency in law enforcement techniques.
- Provided security at public events such as parades, concerts, or sporting events.
- Monitored radio transmissions from dispatch regarding reported crimes or emergencies.
- Provided testimony in court regarding investigations conducted.
- Performed CPR and other rescue techniques on individuals in medical emergencies.
- Utilized various technologies including computers, cameras, and radar guns to complete job duties.
Education
Bachelor of Science - Criminal Justice
LOUISIANA STATE UNIVERSITY
Baton Rouge, LA05-1993
Skills
- Quality control
- Operations management
- Project management
- Training and development
- Staff management
- Customer relations
- Strategic planning
- Cost reduction
- Problem solving
- Team collaboration
- Conflict resolution
- Budget development
Additional Information
Windows 8, Windows 7, Vista, XP, Mac, Microsoft Office XP, MS Word, MS Access, MS Excel, MS FrontPage, MS Project, MS Visio, MS Site Server, Internet Explorer, Outlook, Outlook Express, PowerPoint, Avaya Software, C.R.M (Customer Relationship Management), Completed BSM and ASM training in Atlanta Region
Certification
- Qualified Trainer, Six Sigma Whie Belt
Timeline
Technician
Boehringer Ingelheim Animal Health
08.2024 - Current
Consultant
SES Environmental
10.2022 - 04.2024
Manager
Fieldale Farms
07.2019 - 09.2022
Manager
McDonald’s
01.2016 - 07.2019
Assistant Call Center Operation Manager
Wipro Technologies
06.2014 - 06.2016
Call Center Supervisor
Verizon Wireless
05.2011 - 06.2014
Assistant Manager
McDonald’s
01.2009 - 01.2011
Office Manager
Murc Turner Inc
01.2004 - 01.2009
Federal Special Agent Supervisor
United States Government
01.2002 - 01.2004
Police Officer
City of New Orleans
09.1992 - 01.2002
Bachelor of Science - Criminal Justice
LOUISIANA STATE UNIVERSITY