Stev'n Todd
New Bern
Summary
Customer-focused professional with 12+ years of experience in technical troubleshooting, customer support, and team leadership across diverse industries. Recognized for improving satisfaction scores, reducing operational errors, and leading teams to exceed performance goals. Skilled in remote collaboration, conflict resolution, and documenting processes with precision. Adept at translating complex technical issues into clear, customer-friendly solutions while maintaining professionalism and empathy.
Overview
19
19
years of professional experience
Work History
Lead Technician & Business Manager
Off the Hook
01.2017 - Current
- Delivered direct customer support by explaining diagnostics and service options, resulting in a 30% increase in repeat business and referrals.
- Supervised a team of 6 technicians and apprentices, increasing productivity by 20% through optimized scheduling and mentoring.
- Managed payroll, scheduling, parts ordering, and billing with 100% accuracy and timeliness.
- Introduced streamlined documentation for service records and warranties, reducing administrative errors by 25%.
- Maintained compliance with state safety and inspection standards, achieving a 7-year streak of 100% audit success.
- Consistently praised by customers for clarity, patience, and professionalism in resolving service concerns.
- Planned, scheduled, and delegated daily work to team of employees.
- Managed team performance by training, mentoring, disciplining, and motivating employees.
- Managed daily activities, assigned tasks to specific staff members and utilized proven management techniques to cut work flow downtime and maximize revenues.
- Established strong relationships with clients by consistently providing high-quality service and addressing concerns promptly.
Quality Control Supervisor
Moen
01.2013 - 01.2017
- Partnered with production and engineering to resolve quality issues, reducing customer complaints by 40% within one year.
- Oversaw quality assurance processes, ensuring adherence to industry standards and regulatory compliance.
- Trained and mentored team members on quality control procedures and best practices.
- Designed corrective action plans and communicated solutions to stakeholders, directly improving customer satisfaction scores and product reliability.
- Trained and coached new employees, reducing onboarding time by 20% and boosting team performance.
- Authored detailed QA and compliance reports used by leadership, leading to a 15% improvement in production reliability.
- Acted as ISO representative, guiding the organization through certification processes with full compliance.
Floor Supervisor
Letica
01.2011 - 01.2013
- Managed production floor operations, ensuring 98% on-time order fulfillment while maintaining product quality.
- Coordinated schedules and tracked employee timesheets, improving workforce accuracy and accountability by 15%.
- Conducted regular quality inspections and implemented process improvements, reducing defects and waste.
- Supported hiring, onboarding, and training of new staff, resulting in faster integration and improved team collaboration.
- Supervised daily operations, ensuring compliance with safety and quality standards.
- Coordinated workflow among team members to enhance productivity and efficiency.
Patriot Missile Maintainer & Handler
U.S. Army
01.2007 - 01.2010
- Maintained and operated advanced electronic systems with zero mission failures during active operations.
- Led diagnostics and preventive maintenance efforts, reducing system downtime by 25%.
- Trained peers on equipment and troubleshooting procedures, strengthening team readiness and effectiveness.
- Developed strong adaptability, resilience, and communication skills in high-pressure environments — directly transferable to customer-facing roles.
- Operated and maintained various military equipment to ensure optimal performance and readiness.
- Conducted thorough inspections of cargo for compliance with safety and security regulations.
- Managed inventory control systems to track equipment and supplies efficiently.
- Implemented improvements in workflow processes to enhance overall operational efficiency.
- Collaborated with team members to execute strategic plans during training exercises.
- Developed emergency response strategies to address potential risks during transport operations.
- Maintained a clean, organized warehouse space for efficient operations and easy navigation during peak shipping seasons.
Education
High School Diploma -
Paulding County High School
01.2006
Skills
- Remote Customer Support (phone, email, chat)
- Troubleshooting & Technical Diagnostics
- Customer Communication & Conflict Resolution
- Documentation & Process Compliance
- Quality Assurance & Process Improvement
- Team Leadership, Coaching & Training
- Remote Collaboration (Microsoft Office Suite, SharePoint, GCSS, TIMS)
- Data Entry, Accuracy & Reporting
Timeline
Lead Technician & Business Manager
Off the Hook
01.2017 - Current
Quality Control Supervisor
Moen
01.2013 - 01.2017
Floor Supervisor
Letica
01.2011 - 01.2013
Patriot Missile Maintainer & Handler
U.S. Army
01.2007 - 01.2010
High School Diploma -
Paulding County High School
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