Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

JUSTIN YOUNG

Dunmore,PA
JUSTIN YOUNG

Summary

Currently a business professional with experience in process analytics, root cause analysis, business management, data analytics, project management, customer service, and client relations. Some accomplishments include: Manage a production department of a small business, after only four years of service to the company. Designed and implemented a much needed employee evaluation system, which included a system of weighable metrics for the company. Created process improvements using lean manufacturing and continuous improvement methodology, which increased production by about 15% in the last couple of years. Decisions cut departmental cost by nearly 9% last year. Implemented a supplies process which reduced clutter, waste and cost which decreased lead times for value-added services. Navigated the department through the Corona Virus pandemic, while still returning profits. Implemented a new Attendance Policy, which reduced workforce unreliability and increased production metrics. Lead a team that designs software updates for the company; past implementations included, order tracking, nonconforming products, parts processing time trials, and product run requirements, increasing user interface and data collection. These additions enables a more detailed reporting on production metrics and company insights on production development and processing.

Overview

18
years of professional experience

Work History

Acton Technologies
Pittston, PA

Production Manager
01.2020 - Current

Job overview

  • Process improvement, continuous improvement, 5S, supply chain, standard work procedures, project management and implementation
  • Use statistical analysis to identify, trending, reporting, root cause and department metrics
  • Work closely with ownership and other departments’ management to work toward goals and core values of company.
  • Planned operations to meet established schedules, factoring in order demands and business forecasts.
  • Oversaw routine maintenance programs and scheduled service to keep equipment functioning at peak levels
  • Created and oversaw production schedules and adjusted as needed to meet deadlines
  • Delivered direct feedback to senior management regarding project visibility and status
  • Evaluated employee performance and provided feedback and training as needed
  • Analyzed production data and prepared reports for senior management
  • Collaborated with technical and administrative teams to develop and implement successful corrective plans
  • Created streamlined production schedules and collaborated with production employees to communicate objectives and goals
  • Scrutinized production output and identified areas for improvement

Acton Technologies
Pittston, PA

Production Coordinator
03.2018 - 12.2019

Job overview

  • Created and implemented tracking systems to monitor progress and meet deadlines.
  • Assisted with budgeting and accounting of production-related tasks.
  • Researched and compiled information on variety of planning issues from multiple sources, prepared thorough reports and presented findings in monthly meetings.
  • Communicated scheduling with 22 employees to promote on-time delivery.
  • Monitored and tracked progress of all production tasks for on-time delivery.
  • Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
  • Created and maintained detailed reports and schedules of all production tasks.

Acton Technologies
Pittston, PA

Customer Service Representative
01.2016 - 03.2018

Job overview

  • Provided primary customer support to internal and external customers.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Promptly responded to inquiries and requests from prospective customers.
  • Responded to customer requests for products, services, and company information.
  • Updated account information to maintain customer records.
  • Maintained up-to-date knowledge of product and service changes.
  • Investigated and resolved accounting, service and delivery concerns.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Trained staff on operating procedures and company services.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Fielded over 30 calls daily.
  • Entered and shipped 40 or more customer orders on daily basis.

Adecco/MiraMed
Moosic, PA

Client Liaison
09.2015 - 01.2016

Job overview

  • On-sight point of contact for Geisinger’s third party vendor, MiraMed
  • Create reports to identify what Geisinger accounts are being handled by employer
  • Field requests and handle any concerns, escalations and issue resolution needs.
  • Worked nearly 20 requests daily for self-pay patients that needed reviews.
  • Measure effectiveness of client, to assist in identifying areas of opportunity for improvement.
  • Provide possible solutions for identified issue and suggest value added benefits that could improve client production
  • Facilitated client meetings.
  • Offered troubleshooting advice to assist customers with technical issues and navigate smooth process
  • Developed and implemented customer service policies and procedures to apply best practices and establish quality standards
  • Utilized active listening skills to identify customer needs and provide appropriate solutions
  • Responded to customer calls and emails to answer questions about products and services
  • Answered telephone calls to provide information, resolve issues and schedule appointments
  • Maintained and managed customer files and databases
  • Communicated with clients regarding account services, statements, and balances

TMG Health
Jessup, PA

Customer Service Team Leader
01.2005 - 07.2015

Job overview

  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Developed and updated databases to handle customer data.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Sought ways to improve processes and services provided.
  • Opened and maintained 7 customer accounts by recording account information.
  • Trained new personnel regarding company operations, policies and services.
  • Handled day-to-day customer contact via phones, faxes, and emails.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Delivered prompt service to prioritize customer needs.
  • Used Facets to keep records of customer interactions, customer accounts, and file documents.
  • Evaluated customer service staff performance and provided constructive feedback.
  • Cross-trained and provided backup support for organizational leadership.

Education

King's College
Wilkes-barre, PA

Bachelor of Science from Business Administration And Management
06.2022

University Overview

  • Dean's List 3 semesters 2nd year.
  • Completed professional development in Business Administration.

Luzerne County Community College
Nanticoke, PA

Associate of Applied Science from Criminal Justice
2010

University Overview

  • Dean's List each semester throughout 2 years.

West Scranton High School
Scranton

High School Diploma from General Studies
1998

University Overview

  • Member of drama club, creative writing, newspaper.

Skills

  • Supply Chain Management
  • Control of Expenses
  • Value Stream Mapping
  • Microsoft Office
  • Cause and Effect Analysis
  • Manufacturing Processes
  • Lean Manufacturing
  • Metrics Management
  • Project Management
  • ISO 9001 and 14001

Timeline

Production Manager
Acton Technologies
01.2020 - Current
Production Coordinator
Acton Technologies
03.2018 - 12.2019
Customer Service Representative
Acton Technologies
01.2016 - 03.2018
Client Liaison
Adecco/MiraMed
09.2015 - 01.2016
Customer Service Team Leader
TMG Health
01.2005 - 07.2015
King's College
Bachelor of Science from Business Administration And Management
Luzerne County Community College
Associate of Applied Science from Criminal Justice
West Scranton High School
High School Diploma from General Studies
JUSTIN YOUNG