Rob Taylor
Issaquah
Summary
A result driven individual with a growth mindset. 10 years of Costco experience. 6 years of Costco management experience in optical operations and 2 years of I.T. management experience within service management as a service desk supervisor. Effective communicator between business operations and IT teams. Continuous improvement advocate with a devotion to business success. Proven track record of enhancing processes and handling business relationships. Proficient project management skills and the ability to drive cross-functional collaboration to achieve department goals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
I.T. Supervisor Service Desk
Home Office
10.2021 - Current
- Lead and develop service desk data analyst
- Lead a team of TSRs (Technical Service Representatives) to support first level resolution
- Strategize operational excellence through improving service desk analytics, forecasting and improving project turnaround predictability
- Manage service desk data analyst ensuring weekly and period metrics are delivered accurately and in a timely manner
- Govern hyper-care standards with project teams
- Attend recurring meetings with project teams to capture business impact, go live timeline and promote ITIL standards
- Collaborate with management in strategic planning sessions to identify potential improvements utilizing softwares or improving processes to increase service desk efficiency and drive incident reduction
- Drive and communicate major incident resolution.
Department Manager
Costco Optical
07.2019 - 10.2021
- Overseen 30-40 employees and held vendor relationships. Directs and coordinates programs necessary to ensure efficient and accurate production of prescription eyeglass orders at the optical lab. Promotes employee productivity and development.
- Oversees, develops, counsels, and directs production supervisors and other lab production personnel. Makes recommendations for hiring and terminations. Oversees maintenance staff to ensure proper maintenance and repairs for machinery and equipment such as automated conveyor line, robotic blockers, robotic generators, and edgers. Drafts and participates in presentation of employee performance evaluations. Reviews area timecards.
- Walks facility regularly to observe employee performance, pace, and organization. Monitors standards on DVI screen. Coordinates, trains, and participates in department duties, ensuring that proper department procedures are followed.
- Assesses department training, staffing and scheduling needs, writes and adjusts department schedules accordingly. Monitors payroll, paperwork, and computer reports to check for accuracy, ensure that procedures are followed, and to formulate plans and assess progress.
- Meets with the General Manager, Assistant Manager, and Production Manager to discuss lab plans, goals, and issues. Develops and implements plans and procedures to increase productivity and accuracy.
- Responds to employee concerns using problem-solving skills, tact, and discretion in accordance with the Costco Employee Agreement and other applicable regulations.
- Implements, and upholds safety and security procedures. Checks facility safety, security, cleanliness, and accounts for employees in the building for opening and closing shifts.
- Meets with employees daily to inform and update them on Optical Lab status including breakage and goals.
Supervisor - Finish Department
Costco Optical
01.2015 - 07.2019
- Overseen from 20-40 employees per shift, coordinates activities, and upholds standards for shaping, tinting, and assembling eyeglass orders in the Finishing area of an Optical Lab. Promotes a high level of productivity.
- Leads, schedules, provides training, encouragement, advice, and feedback to employees. Observes employee performance to determine that department procedures are followed. Reviews employee time cards, participates in employee reviews. Calculates the number of employee hours needed to process the job load. Adjusts hours as needed to maintain productivity.
- Directs employees to stations, moving them throughout the shift as needed. Answers questions, and corrects machine problems to enable smooth flow of product through the Finishing job stations.
- Hold daily meetings, individual and with the entire crew, to address procedure, breakage, or productivity issues as they arise.
- Keys error information into D.V.I to create order to redo. Arranges for equipment maintenance and repair, tracks employee hourly production/breakage numbers, and performs support duties for the management team.
Finishing Assistant QA
Costco Optical
11.2013 - 01.2015
- Inspects finished orders for prescription eyeglasses to ensure work is accurate and completed,
- Inspects lenses visually for any flaws or defects. Verifies alignment of frames, condition of screws and hinges, and appearance and cleanliness of eyeglasses.
- Reads job ticket and verifies that eyeglasses components match order and that any extra services ordered, such as edge polishing, have been provided.
- Measures lens power, cylinder axis, pupillary distances, seg height and prism values by using fingers to move lens over read-head of lens analyzer and verifies job ticket numbers within specific tolerances. Makes decision to pass and fail lenses. Operates computerized blocking machine while seated at workbench to stick hard plastic blocks in optical center on uncut lenses for handling during edging.
- Prints inspection ticket from lens analyzer and stamps with inspector identification.
- Make note of any errors or problems with order.
Education
Associate of Arts -
Pierce Community College
Puyallup, WA06.2015
Skills
- Communication
- Leadership
- Strategic Planning
- Project Management
- Operations Management
- Decision-Making
- Problem-Solving
- Change, Incident and Problem Management
- Financial savvy
- Business savvy
Certification
- Certified SAFe 5 DevOps Practitioner
- Certified SAFe 5 Scrum Master
References
Laine Seeley, Service Management AVP, lseeley@costco.com
Sharon Wagner, Service Management Director, sharon.wagner@costco.com
Chris Spencer, Service Management Manager, cspencer@costco.com
Robin Conner, GM Optical Lab #190, rconner@costco.com
Timeline
I.T. Supervisor Service Desk
Home Office
10.2021 - Current
Department Manager
Costco Optical
07.2019 - 10.2021
Supervisor - Finish Department
Costco Optical
01.2015 - 07.2019
Finishing Assistant QA
Costco Optical
11.2013 - 01.2015
Associate of Arts -
Pierce Community College
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