Randy Akins
Villa Rica,GA
Summary
Dynamic professional with extensive experience at Printpack Inc., excelling in technical support and staff training. Proven track record in enhancing customer satisfaction through effective problem-solving and performance analysis. Skilled in product troubleshooting and active listening, driving process improvements that significantly boosted operational efficiency and team productivity.
Overview
31
31
years of professional experience
Work History
Technical Service Representative
Printpack Inc.
07.2018 - Current
- Streamlined customer service processes, increasing response time and enhancing service delivery quality.
- Developed training materials for new hires, fostering knowledge retention and skill development among staff.
- Analyzed customer feedback to identify trends, informing product enhancements and service improvements.
- Documented support interactions for future reference.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Complied with [Type] regulations relating to customer privacy and security.
- Championed process improvements that led to increased efficiency and effectiveness within the technical support department.
- Performed diagnosis of [Type] and [Type] equipment failures via in-person inspection and phone-based consultation.
- Resolved complex technical issues for improved system performance and user experience.
- Contributed to increased sales revenue by offering expert recommendations on suitable products and services for customers.
- Enhanced customer satisfaction by providing timely and effective technical support to clients.
- Collaborated with cross-functional teams to develop customized solutions tailored to individual client needs.
Production Supervisor/Special Projects Supervisor
Printpack Inc
09.2014 - 09.2017
- Oversaw daily production activities to ensure compliance with quality and safety standards.
- Trained and mentored staff on operational procedures and best practices.
- Implemented process improvements that enhanced efficiency and reduced waste.
- Coordinated production schedules to optimize resource allocation and minimize downtime.
- Monitored equipment performance, facilitating timely maintenance to prevent disruptions.
- Analyzed production metrics to identify trends and drive continuous improvement initiatives.
- Managed internal operational standards and productivity targets.
- Evaluated employee performance regularly against established benchmarks for ongoing personnel development.
- Maintained accurate documentation of production data, enabling informed decision-making for process improvements.
- Accomplished targets and met demand by assessing equipment performance, reviewing materials supplies, and organizing manpower.
Plant Trainer With Focus on Extrusion/ Finishing
Printpack Inc
09.2001 - 09.2004
- Developed and delivered training programs for new employees, enhancing onboarding process efficiency.
- Collaborated with cross-functional teams to identify training needs and implement targeted solutions.
- Mentored junior trainers, fostering professional development and knowledge sharing within the team.
- Evaluated training effectiveness through assessments and feedback, driving continuous improvement initiatives.
- Designed instructional materials utilizing adult learning principles to maximize participant engagement.
- Conducted performance evaluations of trainees, providing actionable insights to enhance skill development.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Collaborated with subject matter experts to create accurate training content.
- Promoted a culture of continuous learning by advocating for professional development opportunities.
- Conducted comprehensive needs assessments for tailored training programs, enhancing employee performance.
Production Manager
Printpack Inc.
04.1997 - 09.2001
- Oversaw daily production operations, ensuring adherence to safety and quality standards.
- Streamlined workflow processes, enhancing efficiency and reducing downtime across manufacturing lines.
- Led cross-functional teams in implementing process improvements, resulting in optimized resource allocation.
- Developed training programs for staff, fostering skill enhancement and operational excellence within production teams.
- Resolved issues quickly to maintain productivity goals.
- Managed multiple projects concurrently, ensuring timely completion and meeting budget constraints.
- Oversaw quality control efforts, maintaining strict adherence to industry standards and regulatory requirements while achieving high levels of customer satisfaction.
- Fostered a culture of continuous improvement by encouraging open communication between team members and regularly soliciting feedback on operational procedures.
- Reduced waste and material costs by optimizing resource allocation and inventory management.
- Determined suitable crew requirements, scheduled employees, and worked with human resources to meet changing production schedules.
- Developed a comprehensive training program for new hires, resulting in higher employee retention rates and faster integration into the team.
Corporate Trainer
Printpack Inc
03.1995 - 04.1997
- Developed and delivered engaging training programs to enhance employee skills and knowledge.
- Assessed training needs through surveys, interviews, and performance evaluations to tailor content effectively.
- Utilized e-learning platforms to create interactive training modules, improving accessibility for remote staff.
- Facilitated workshops focused on team building and communication skills, fostering a collaborative work environment.
- Mentored junior trainers, providing guidance on instructional techniques and curriculum development best practices.
- Analyzed training outcomes to identify areas for improvement, implementing changes that increased participant satisfaction.
- Supported company growth by designing targeted training programs for new hires.
- Developed training programs to meet company objectives.
- Evaluated employee performance and provided actionable feedback for improvement, leading to higher overall success rates.
- Monitored employee progress and gave feedback to management and additional training requirements.
- Prepared educational materials such as module summaries, videos and informational packets.
- Optimized training materials using a variety of multimedia formats, such as video presentations, e-learning modules, and written manuals.
Education
High School Diploma -
Paulding Co. High School
Dallas, GA06-1978
Skills
- Technical support
- Performance analysis
- Active listening
- Customer service
- Verbal and written communication
- Decision-making
- Product troubleshooting
- Technical issues analysis
- Product knowledge
- Technical troubleshooting
- Analytical thinking
- Staff education and training
Timeline
Technical Service Representative
Printpack Inc.
07.2018 - Current
Production Supervisor/Special Projects Supervisor
Printpack Inc
09.2014 - 09.2017
Plant Trainer With Focus on Extrusion/ Finishing
Printpack Inc
09.2001 - 09.2004
Production Manager
Printpack Inc.
04.1997 - 09.2001
Corporate Trainer
Printpack Inc
03.1995 - 04.1997
High School Diploma -
Paulding Co. High School