Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

William Baughn

Hartford,KY

Summary

Effective leader with over 10+ years of customer service, sales and staff management experience in executive role. Proven leadership skills and demonstrated passion for applying best practices and promoting continuous improvement to drive results. Leverages cross-functional personnel, technology and reporting metrics to improve customer experiences and contribute to company success and growth.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Senior Client Service Manager

PRS Global
09.2021 - Current
  • Cultivated culture of continuous improvement and innovation to improve efficiency and drive results.
  • Managed existing and developed new client relationships, identifying risk, and growth opportunities.
  • Designed metrics to support customer and market-driven culture and address company priorities.
  • Monitored, measured and drove client services growth and profit objectives by coaching, motivating and disciplining staff.
  • Fostered productive work environment and optimized morale by recognizing and rewarding actions that best served clients and objectives.
  • Performed duties and provided service in accordance with established operating procedures and company policies.
  • Maintained client files with sales contracts, records of client interactions, client notes, and other information.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
  • Encouraged creative thinking, problem solving and empowerment as part of facility management group to improve morale and teamwork.
  • Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.

Director of Plant Operations

Signature Healthcare
05.2018 - 09.2021
  • Led, trained and coached plant staff to facilitate high levels of productivity and quality.
  • Maximized plant safety through proactive strategies and well-structured training.
  • Reduced costs by eliminating materials waste and unnecessary labor hours.
  • Monitored and evaluated plant performance to identify areas for improvement and take corrective measures.
  • Directed employees and related programs to maximize team productivity and facility output.
  • Identified and resolved process and equipment issues to minimize production downtime.
  • Created plant policies and procedures for safe and productive operations.
  • Provided direction and leadership to all levels of employees and managers.
  • Established positive relationships with suppliers to obtain timely deliveries of materials and products.
  • Managed direction and planning for plant with focus on optimization of daily functions, exceeding customer expectations, and achieving KPIs.
  • Interacted well with customers to build connections and nurture relationships.

Customer Service Representative Manager

Alorica
02.2017 - 05.2018
  • Training to help teach and support other call representatives
  • Taking phone calls and ensuring that the customer is satisfied and all questions or concerns
  • Maintaining a score based by surveys done with customer input to verify that their reason for calling was resolved and they are satisfied with the resolution
  • Working with the company to determine the best ways to ensure employee satisfaction

Delivery and Installation Supervisor

Courier Express
09.2015 - 02.2017
  • Maintain proper documentation
  • Organization of product delivery
  • Driver of twenty-six foot and sixteen foot box trucks
  • Installation of product to customer’s home
  • Reconciliation of purchase orders and product delivery
  • Communication with customers to ensure satisfaction
  • Maintenance on customer product
  • Assemble and dissemble products, as needed
  • Ensure proper functioning of product

Supervisor

Perdue Farms Inc
03.2011 - 09.2015
  • Holding team meetings, reviewing daily goals, discussing any safety or turn-over incidents if any, inputting data into correct spreadsheets
  • Training and education
  • Overseeing the output of production by maintaining a safe and successful work environment
  • Managing a group of 30 - 50 associates to meet the needs of the company on a daily basis
  • In the evisceration department handling regular hourly checks to make sure all areas maintained a safe and healthy work area for product involved
  • Maintaining the machines in the area in which I am responsible for, this includes: assembling, disassembling, cleaning and replacing parts when necessary
  • Completing mandatory training
  • Inputting information into spreadsheets, setting up appointments and meeting with other associates in regards to work
  • Recording information then transferring it to the correct official documents
  • Working with USDA to input data
  • Answering calls and receiving information that needs to be recorded in the computer
  • Extensive work with Microsoft Office
  • Contacting potential associates and setting interview dates.

Team Leader

Perdue Farms, Inc
06.2007 - 03.2011
  • Performed and managed routine building maintenance tasks
  • Inspected buildings and facility structures to assess functional systems and detect malfunctions; made repair notes and recommended solutions using pre-established checklist
  • Reconfigured, installed, positioned, and remounted facility items using hand, power, and specialty tools and equipment
  • Prepared structural and equipment
  • Created and sustained safe and comfortable working environment.

Education

Bachelor of Science - Computer Science

Eastern Kentucky University
Richmond, KY

Skills

  • Data collection
  • Maintenance
  • Supervising experience
  • Organizational skills
  • Compliance management
  • Computer Networking
  • Courier
  • Technical Support
  • Box Truck
  • Certifications and Licenses
  • Driver's License
  • Maintenance Inspections
  • Cost Reporting
  • Daily Progress Reports
  • Mechanical Maintenance
  • Desktops, Laptops and Mobile Devices
  • OSHA Regulations
  • Predictive and Preventive Maintenance
  • Performance Improvement
  • Environmental Sustainability
  • Regulatory Compliance
  • Training Programs
  • Work Delegation
  • Operating Budget
  • Project Management
  • Safety Protocols
  • Oversee Administrative Functions

Certification

A+ 1001 Course Present

Timeline

Senior Client Service Manager

PRS Global
09.2021 - Current

Director of Plant Operations

Signature Healthcare
05.2018 - 09.2021

Customer Service Representative Manager

Alorica
02.2017 - 05.2018

Delivery and Installation Supervisor

Courier Express
09.2015 - 02.2017

Supervisor

Perdue Farms Inc
03.2011 - 09.2015

Team Leader

Perdue Farms, Inc
06.2007 - 03.2011

Bachelor of Science - Computer Science

Eastern Kentucky University

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William Baughn