Tony Brown-Smith
California City
Summary
Dynamic Senior Customer Service Analyst at Pratt & Whitney with a proven track record in boosting sales revenue and enhancing customer loyalty. Skilled in data analysis and problem-solving, I effectively identified trends to improve processes and optimize service delivery, fostering a culture of continuous improvement and teamwork.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
13
13
years of professional experience
Work History
Senior Customer Service Analyst
Pratt & Whitney
02.2023 - Current
- Provided information regarding charge accounts and loyalty programs.
- Boosted sales revenue by skillfully promoting diverse service options.
- Cultivated customer loyalty, promoted repeat business, and improved sales.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Answered constant flow of customer calls with minimal wait times.
- Recommended support equipment operational improvements based on tracking and analysis of repair data.
- Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
- Gathered, documented, and modeled data to assess business trends.
- Evaluated current processes to develop improvement plans.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Provided professional services and support in a dynamic work environment.
- Documented equipment transfers and sales details for accurate record keeping.
- Oversaw warehouse staff and maintained efficiency in fast-paced environment.
- Tested, inspected, repaired, and installed avionics equipment.
- Scheduled aircraft support maintenance.
- Inspected all received aircraft parts to verify compliance with FAA regulations.
- Maintained repair logs to document all corrective and preventive aircraft maintenance.
- Performed scheduled and unscheduled inspections to check flight readiness of aircraft.
- Lubricated shafts, bearings, and gears to maintain optimal performance.
- Performed scheduled and unscheduled maintenance on diverse aircraft engines, avionics and hydraulics.
- Evaluated individual aircraft components to identify and troubleshoot issues.
Tool Room Technician
Pratt & Whitney
05.2021 - 02.2023
- Maintained instruments and tools to help team complete maintenance tasks quickly and with accurate outcomes.
- Tracked excess materials and coordinated returns of damaged or unused items to vendors.
- Unpacked, inspected and stored new tools according to crib plans.
- Received incoming shipments of tools and equipment from trucks.
- Monitored incoming and outgoing tools to track locations.
- Facilitated preventive maintenance on equipment in line with company standards.
- Verified computer inventory against physical inventory and resolved discrepancies.
- Charged raw materials to specific jobs and documented lost or broken tools.
- Kept track of material and supply inventories.
- Read and stuck to detailed production schedules.
- Requisitioned replacement tools, parts, and equipment.
- Worked effectively in fast-paced environments.
Quality Control Analyst
INCOTEC
12.2013 - 01.2021
- Inspected items and compared against standards to meet regulatory requirements.
- Conducted data review and followed standard practices to find solutions.
- Inspected incoming products for adherence to labeling laws and company quality standards.
- Inspected raw materials and finished products to verify quality and disposed items that did not meet safety requirements.
- Trained and coached existing and new employees on multiple investigative case types and internal control processes.
- Performed routine maintenance and calibration on testing equipment.
- Recorded and organized test data for report generation and analysis.
- Collected and analyzed data to measure effectiveness of quality control processes.
- Developed and implemented procedures to meet product quality standards.
- Reported problems and concerns to management.
- Created testing protocols to be used across product lines.
- Reviewed production processes and identified potential quality issues.
- Determined root cause of deviations and non-conforming results and implemented appropriate corrective and preventive actions throughout product development process.
- Communicated with production team members about quality issues.
- Inspected quality of products, taking note of functionality, appearance and other specifications.
- Inspected incoming and outgoing materials for accuracy and quality.
- Performed root cause analysis to identify and resolve defects, improving quality standards.
- Participated in team meetings to discuss progress and results, providing ideas and suggestions for improvement.
- Weighed products prior to shipment to confirm accuracy.
- Recorded inspection and test results on data sheets.
- Checked color, shape, texture and grade of products and materials against established templates, charts, and samples.
- Collaborated with production staff to establish and meet quality standards
- Sampled products to verify compliance with standards
- Trained other workers in inspection and testing procedures.
- Performed visual inspections and non-destructive tests where appropriate.
- Completed precise measurements using special tools.
- Operated equipment such as forklifts and balers to move outgoing shipments to loading area.
- Received incoming shipments, compared contents against associated records and transmitted to proper department.
- Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
- Conducted counts and audits of inventories to identify and resolve discrepancies in records.
- Monitored scheduled shipment dates to achieve timely delivery, expediting as necessary, and communicating variances to customers.
- Processed invoices and order forms for goods received and shipped for proof of transactions.
- Packaged goods in safe containers to prepare for shipping, adhering to packaging protocols.
- Used pallet jacks and dollies to load and unloaded goods from trucks and containers.
- Communicated with vendors and suppliers to verify timely delivery of goods.
- Packed, secured, labeled and applied postage to materials to prepare items for shipment.
- Monitored inventory to maintain sufficient supply levels to meet business and customer needs.
- Inspected incoming and outgoing shipments to identify discrepancies with records.
- Utilized forklift or pallet truck to load, unload, transport and store goods.
- Handled day-to-day shipping and receiving overseeing more than 30 packages per day.
- Rejected damaged items, recorded shortages and corresponded with shippers to rectify issues.
Stock Clerk
Macy's
10.2012 - 08.2013
- Maintained effective team member communication.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Greeted customers and directed to requested products.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Education
Associate of Science - Business Administration
Southern New Hampshire University
Hooksett, NHHigh School Diploma -
Mojave High School
Mojave, CA06-2002
Skills
- Stock management
- Account management
- Sales promotion
- Order management
- Order fulfillment
- Logistics support
- Project management
- Multitasking Abilities
- Analytical skills
- Improve procedures
- Analytical thinking
- Time management
- Risk assessment
- Problem-solving aptitude
- Quality assurance
- Teamwork and collaboration
- Customer service
- Teamwork
- Business administration
- Continuous improvement
- Self motivation
- Personnel interviewing
- Leadership development
- Goal setting
- Employee training
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- CORE Champion
Timeline
Senior Customer Service Analyst
Pratt & Whitney
02.2023 - Current
Tool Room Technician
Pratt & Whitney
05.2021 - 02.2023
Quality Control Analyst
INCOTEC
12.2013 - 01.2021
Stock Clerk
Macy's
10.2012 - 08.2013
Associate of Science - Business Administration
Southern New Hampshire University
High School Diploma -
Mojave High School