Joe Wiersma
Grand Rapids,MI
Summary
I am a hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Also, a committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizations brand.
I am a highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Leggett & Platt
Grand Rapids, MI
03.2022 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Educated customers on special pricing opportunities and company offerings.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Made outbound calls to obtain account information.
- Mentored new employees on procedures and policies to maximize team performance.
Machine Setup Technician/Back up Supervisor/Press Operator
Leggett & Platt
Grand Rapids, MI
08.2019 - 03.2022
- Developed and tested new processes to improve production efficiency.
- Adjusted machines for optimal performance according to specifications.
- Monitored machine performance during operation and made necessary adjustments as needed.
- Assisted in the development of preventative maintenance plans for the machinery.
- Ensured safety protocols were followed while operating machinery in accordance with company policies.
- Trained other technicians on how to operate and maintain various types of machinery.
- Evaluated existing processes and procedures to recommend changes that would increase efficiency or reduce costs.
- Trained and monitored new employees to teach techniques and procedures.
- Oversaw machine operation to identify defects or malfunctions, making adjustments as necessary.
- Loaded and set up equipment for daily machine operation.
- Removed broken or jammed pieces from machinery.
- Promoted worksite safety by identifying and mitigating hazards.
- Repaired minor mechanical and electrical issues and notified managers of more extensive equipment problems.
- Measured and inspected finished products for defects and compared to work instructions for accuracy.
- Oiled and cleaned machines to keep equipment in proper working order.
- Adjusted guides and holding devices, reducing errors from potential misalignment or product movement.
- Met or exceeded target for on-time customer shipments.
- Operated manual machinery by turning handwheels and opening or closing valves.
- Monitored and recorded pressure readings, feed rates and other operational data.
- Read diagrams and work orders to coordinate machine schedule.
- Selected and applied appropriate coolants and lubricants for machinery.
- Tracked progress on projects and provided timely feedback to staff members.
- Reviewed completed work to verify consistency, quality and conformance.
Cell Lead CNC Machinist/Press Operator/Material Handler
Leggett & Platt
Grand Rapids, MI
02.2015 - 07.2019
- Implemented process improvements to increase efficiency and reduce cost of production.
- Provided technical support and guidance to team members to ensure safe work practices were followed.
- Coordinated with other departments to ensure timely delivery of materials needed for production.
- Monitored quality assurance processes to ensure products met customer requirements.
- Ensured compliance with all regulatory standards in the workplace.
- Maintained a clean work environment by ensuring that all equipment was properly cleaned after each shift.
- Collaborated with engineering teams to develop new methods or procedures for increased productivity.
- Identified potential issues that could affect production output or quality control measures.
- Resolved conflicts between employees in a professional manner while upholding company policies.
- Used hand trucks and forklifts to unload, load and transport items.
- Calibrated machines to adhere to quality standards and maintain required productivity levels.
- Measured and weighed items to meet quality standards and prevent waste.
- Hand-assembled needed parts with bolts and screws.
- Set up and operate CNC machines to perform tasks such as drilling, milling, turning, and grinding.
- Monitor CNC machine operations to detect malfunctions or out-of-tolerance machining and adjust machine controls as necessary.
- Perform minor maintenance on the CNC machines such as replacing cutting tools or cleaning machinery parts.
- Make adjustments to the machine feed rate, speed and depth of cut for each project.
- Troubleshoot malfunctions in the CNC machinery when necessary.
- Inspect cutting tools using precision measuring instruments and replace worn tools if needed.
- Ensure that safety procedures are followed while operating the CNC Machinery.
- Supervise junior staff members; provide guidance on proper use of machines.
- Set up, adjusted or operated basic or specialized machine tools to support precision machining operations.
- Fabricated various parts using multiple machines at once.
- Adhered closely to equipment safety practices to reduce accidents.
- Operated large vehicles, forklifts and pallet jacks to transport multiple freight loads.
Education
Computer Networking/Business Management
Davenport University
Grand Rapids, MIHigh School Diploma -
Wayland High School
Wayland, MISkills
- Report Generation
- Information Security
- Complaint Resolution
- Paperwork Processing
- Product Knowledge
- Data Entry
- Inbound and Outbound Calling
- Appointment Scheduling
- Customer Relationship Management (CRM)
- Research
- Positive and Professional
- Customer Service
- High-Energy Attitude
- Multi-Task Management
- Critical Thinking
- Dispute Resolution
- Project Management Abilities
- Problem-Solving Abilities
- Proofreading
- Service Upselling
- Office Equipment Proficiency
- Quality Control
- Escalation Management
- Microsoft Excel
- Problem Resolution
- Microsoft PowerPoint
- Adaptive Team Player
- Shipping and Receiving Understanding
- Coordination
- Documentation
- Typing Proficiency
- Active Listening
- Microsoft Outlook
- Computer Proficiency
- Staff Training
- De-Escalation Techniques
- Professional Telephone Demeanor
- Travel Planning
- Grammar
- Medical Terminology Knowledge
- Courteous Demeanor
Affiliations
- Salmon/Trout Fisherman +other species
- Deer hunter
- Off road enthusiast MX/4x4 etc.
- Split and manage wood to heat entire home to reduce carbon footprint.
- I Enjoy Kite/Sail flying
- Enjoy time traveling, camping with family and friends
Accomplishments
- Cell lead after first year at Davidson
- Contributed/Participated in two CI events at Davidson
- Contributed/Participated in a Kaizen event at Davidson
- Completed Core Leadership class provided by Leggett & Platt
- Completed People First modules including Inclusive Leadership
- Life saver/First responder - I stop at accidents when response is not present, I have saved two lives.
- No current outstanding debts.
Certification
- Hilo/Lift Cert.
- CPR/AED Trauma Certified - First Responder
References
References available upon request.
Timeline
Customer Service Representative
Leggett & Platt
03.2022 - Current
Machine Setup Technician/Back up Supervisor/Press Operator
Leggett & Platt
08.2019 - 03.2022
Cell Lead CNC Machinist/Press Operator/Material Handler
Leggett & Platt
02.2015 - 07.2019
Computer Networking/Business Management
Davenport University
High School Diploma -
Wayland High School