Jermaine Edwards
New Haven,CT
Summary
Experienced manager with a decade of hands-on experience, possessing strong supervisory, advisory, and team-building abilities. Demonstrated leadership skills as an outstanding Social Service Representative, proficient in program development, activity management, and budget maintenance. Seeking a challenging role in social service management. Passionate customer service supervisor with a proven track record of consistently elevating team sales numbers. Currently seeking a position where effective management of a small team of customer service representatives is possible. Accomplished customer service expert dedicated to delivering quality service with professionalism and ethics. Excited to contribute expertise in assisting a new customer service department in setting and achieving service goals.
Overview
15
15
years of professional experience
Work History
Avionics Operations Supervisor
Lockheed Martin
10.2022 - Current
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Ensured compliance with company policies, industry regulations, safety standards, and local laws during daily operations.
- Improved operational efficiency by streamlining processes and implementing time-saving strategies.
- Contributed to long-term strategic planning discussions within the leadership team to help shape future direction for the business unit.
Manager
FedEx Ground
08.2013 - 10.2022
- Audited selected phone calls to ensure quality of service provided
- Created and maintained a staff training program that featured best practices for lead generation and customer retention
- Established performance targets for staff members and tracked the results
- Built relationships with customers and provided sales presentations to executives
- Developed plans for acquiring new customers and clients through a variety of techniques, including business marketing visits, cold calling and direct sales
- Cross-trained existing employees to maximize team agility and performance.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Accomplished multiple tasks within established timeframes.
- Managed and motivated employees to be productive and engaged in work.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Organized professional development programs for staff, leading to improved performance and skill sets.
- Defined clear targets and objectives and communicated to other team members.
Quality Control
Camoplast Solideal
01.2010 - 08.2013
- Analyzed production issues and developed proper resolutions quickly, which helped to increase productivity and decrease production costs by 30%
- Attended continued education programs and seminars to stay abreast of current best practices
- Compiled reports of completed inspections
- Drafted recommendations to enhancing the production process
- Effectively communicated with technicians and management
- Inspected, measured and tested materials and products produced
- Oversaw as many as 12 technicians to ensure they properly implemented set company procedures
- Read blueprints and specifications and ensured their alignment with the products
- Reported all inspection and test data in test reports
Education
Eli Whitney Technical High School -
Eli Whitney Technical High School
Hamden, CT06.1995
Skills
- Quality Assurance
- Employee Development
- Performance Evaluation
- Customer Relationship Management
- Sales Presentations
- Lead Generation
- Business Marketing
- Cold Calling
- Direct Sales
- Production Analysis
- Problem Resolution
- Productivity Improvement
- Cost Reduction
- Report Compilation
- Process Enhancement
- Effective Communication
- Technical Oversight
- Blueprint Reading
- Data Reporting
Timeline
Avionics Operations Supervisor
Lockheed Martin
10.2022 - Current
Manager
FedEx Ground
08.2013 - 10.2022
Quality Control
Camoplast Solideal
01.2010 - 08.2013
Eli Whitney Technical High School -
Eli Whitney Technical High School