JENNIFER THOMPSON
Westerly,RI
Summary
Results-oriented Support Manager offering over 20 years experience in field. History of implementing successful improvements to department and leading changes by example. Industry expert with creative strategies for high-volume support ticket management.
Overview
22
22
years of professional experience
Work History
Mgmt: Operations Area Superintendent/Production Support Supervisor
General Dynamics Electric Boat Division
01.2018 - 10.2024
- Area superintendent of 10 onsite Tool & Wire rooms and 5 offsite Tool & Wire Rooms.
- Area Superintendent of Operations – Working to deliver 1st time quality, drive cost, safety, adhering to schedule and working Process Improvements to continuously bring new ideas with cost savings, safety and schedule in mind.
- Coached employees through day-to-day work and complex problems.
- Prepared employee schedules for maximum coverage during key hours.
- Monitored customer service metrics and provided feedback to team members, upholding quality standards.
- Analyzed customer service data to identify trends, identify solutions and improve customer experience.
- Managed 10 tool cribs on the facility for all tooling and consumables needed for the manufacturing of a nuclear submarine
- Staffing and hiring for the support of the tool cribs/hybrid/supervisors of operations
- Consistently assesses and resolves issues arising with emergent needs for production
- Maintains budgets with vendors to align with the corporate expectations
- Works with Oracle building requisitions to procure goods and paying invoices in a timely manner based on contracts with vendors
- Expanded the weld wire vending project & Welder Make Ready to alleviate the long lines in the tool crib to get production working with less down time
- Worked to create PEWO’s and CPR’s to get equipment needed for production in a timely manner
- Created a close working relationship with process improvement to keep all projects moving forward and identifying road blocks so that we can have work a rounds prior to them happening
- Consistently one of the top performers in my department – raises, bonus’
- Consistently met with multiple departments to provide updates regarding their concerns/needs as they arise.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
Production Support
General Dynamics Electric Boat Division
01.2015 - 01.2018
- Provides excellent customer service as a tool crib attendant with good understanding of both wire and tools and their uses on the floor as well as the importance of checking for safety purposes prior to issuing in the event tools have been returned in need of repair
- Assessed and resolved issues arising due to lack of items needed for production needs
- Manages to effectively balance time between both, tool cribs and the purchasing department, to be sure all orders are sent in a timely manner and to not exceed deadlines set forth by either upper management or vendors while being available for extra support when demand is at a high
- Track and located orders through MRP that are an immediate necessity due to production need and reaching out to the warehouses to retrieve items when needed
- Maintain a positive relationship with vendors while holding them to time constraints due to production needs based on contracts we currently have as well as any future contracts
- Maintained flexible work schedule to meet department needs and has worked in different tool cribs as well as all shifts
- Effectively cross trained in many facets of facilities & maintenance, which increased my knowledge of the different areas of support provided and the products they are provided for
- Assisted 2nd shift supervisor with day to day scheduling, training for new and tenured employees and daily operations of the tool cribs in a substitute supervisory role.
Team Lead/Supervisor
Starwood Hotels & Resorts CCC
01.2010 - 01.2015
- Development and training of less experienced team members
- Solicited associates for overtime to assist with increased call volume on multiple occasions based on leading by example and also picking up the overtime personally
- Proactively managed multiple lead requirements, CTA’s, coaching’s, monitors and monitoring Metrics, while maintaining high levels of communications with my upper leadership
- Provided excellent emotional intelligence with my peers and upper leadership when participating in projects and weekly collaboration calls with our ccc and other ccc’s worldwide
- Chosen to assist in the opening of our Wichita ccc on 3 occasions to roll out the largest center in the North American region
- We trained our fellow peers on the policies and procedures of Starwood
- Participated in the Trailblazer Revolution showing the new way to communicate with the guests making them memorable experiences instead of just a transaction.
Manager of Operations
Donna K Valeriana Insurance & Real Estate
01.2003 - 01.2010
- Manager of business operations for both companies, Insurance and Real Estate
- Prepared packages for real estate closings for multiple agents while maintaining the customer service side of the Insurance department
- Maintained inventory and dispensed/ordered based on supply and demand
- Ordered all supplies that were needed for day to day operations for both the insurance and real estate
- Actively pursued leads for realtors as both buyer and seller agents as well as leads for our insurance properties to assist with offering lower rates by being familiar with our multiple companies and their discounts available
- Created the setup and maintained Quickbooks for our accounts receivable and accounts payables incorporating our payroll as well
- Single handedly processed all of our personal lines business of approximately 700 accounts including the upload and download of the endorsements and new business to the company
- Attended several industry related seminars pertaining to risk management, error and omissions and office operations.
Education
Bristol Community College
Fall River, MASkills
- Management: Multitasking, attention to detail, organizational skills, training
- Computer: Proficient with Microsoft Office including Word, Excel, PowerPoint, Access, Publisher and Outlook, Aticts, Oracle, MRP, SPARS, Outlook, AT&A, Corrigo, Lotus Notes, EWP, BOB
- Operations: Communication skills, time management, problem solving and high levels of customer service
- Task Delegation: Worked with Management teams to identify needs and worked with supervision to get tasks completed
- Team Management
- Policy Enforcement: Worked to MDD (Multi Department Directions) for all aspects for day to day interactions, HR, purchasing, inventory/wire control
- Continuous Improvement
References
Furnished upon request
Timeline
Mgmt: Operations Area Superintendent/Production Support Supervisor
General Dynamics Electric Boat Division
01.2018 - 10.2024
Production Support
General Dynamics Electric Boat Division
01.2015 - 01.2018
Team Lead/Supervisor
Starwood Hotels & Resorts CCC
01.2010 - 01.2015
Manager of Operations
Donna K Valeriana Insurance & Real Estate
01.2003 - 01.2010
Bristol Community College
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