Mario Castilla
Clinton
Summary
Results-driven production professional with focus on meeting high standards and delivering measurable outcomes. Known for effective team collaboration and adaptability in dynamic settings. Expertise in process optimization and quality control, ensuring reliable, high-quality production.
Overview
17
17
years of professional experience
Work History
Production Supervisor
Techmer PM
Clinton, TN
05.2021 - Current
- Supervised daily production operations to ensure adherence to safety and quality standards.
- Coordinated workflow among team members for efficient task completion and resource utilization.
- Implemented process improvements that enhanced operational efficiency and reduced downtime.
- Trained new employees on equipment operation and safety protocols to ensure compliance.
- Monitored production metrics to identify trends and areas for performance enhancement.
- Collaborated with cross-functional teams to resolve production issues swiftly and effectively.
- Conducted regular audits of production processes to maintain high-quality output standards.
- Resolved issues quickly to maintain productivity goals.
- Oversaw employee training initiatives to ensure all team members were proficient in company procedures, safety regulations, and job-specific tasks.
- Improved product quality by monitoring production processes, conducting inspections, and initiating corrective actions as needed.
- Consistently met or exceeded production targets while maintaining strict quality standards, resulting in increased customer satisfaction.
- Implemented safety protocols and conducted regular audits, achieving a reduction in workplace accidents and incidents.
- Enhanced production efficiency by implementing lean manufacturing techniques and reducing waste.
- Achieved on-time shipments goal by empowering employees to continued success.
- Streamlined communication between departments, fostering a collaborative work environment for efficient problemsolving.
- Maintained compliance with health and safety regulations, conducting regular audits and risk assessments.
- Managed daily production schedules to meet challenging deadlines, adjusting workflows as necessary.
- Oversaw inventory management, reducing waste by implementing just-in-time inventory practices.
- Conducted performance reviews, identifying areas for development and providing constructive feedback.
- Increased team morale and productivity by fostering inclusive and supportive work environment.
- Cultivated culture of excellence and accountability, leading by example and providing clear expectations.
Shift Supervisor
Formall Inc.
Clinton, TN
10.2015 - 05.2021
- Supervised daily production operations to ensure adherence to safety and quality standards.
- Trained and mentored team members on equipment operation and best practices.
- Established clear priorities and production quality standards.
- Set and enforced performance-oriented production approach, significantly increasing worker output and reducing safety incidents.
- Ensured product quality by closely monitoring production processes, conducting regular inspections, and addressing any issues promptly.
- Trained staff of direct labor employees to perform assembly and manufacture of specified products.
- Managed inventory levels efficiently to ensure availability of raw materials for uninterrupted production runs while avoiding excess stockpiles.
- Evaluated existing production processes and identified areas for improvement.
- Resolved issues quickly to maintain productivity goals.
Call Center Supervisor / Coach
SITEL Worldwide
Oak Ridge, TN
07.2009 - 07.2015
- Trained and mentored new staff on customer service protocols and system usage.
- Analyzed call center metrics to identify trends and improve service delivery.
- Coordinated team schedules to optimize coverage during peak call volumes.
- Developed training materials that enhanced team performance and customer satisfaction.
- Implemented quality assurance processes to maintain high service standards across teams.
- Resolved escalated customer issues, improving retention rates and client satisfaction scores.
- Collaborated with management to strategize improvements in operational efficiency and workflow optimization.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
- Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
- Streamlined call center operations for increased efficiency by implementing new scheduling and workforce management strategies.
- Implemented data-driven decision-making processes, analyzing key performance indicators to identify areas for improvement.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Designed customized performance evaluations for individual agents to highlight strengths as well as areas for improvement.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Ensured compliance with industry regulations and company policies through regular audits and ongoing agent education.
- Maximized employee retention, fostering a supportive work environment and offering growth opportunities.
- Spearheaded cross-functional projects aimed at enhancing operational efficiencies within the organization.
- Conducted performance reviews to identify areas for improvement, setting clear objectives for team members.
- Initiated regular team meetings to discuss challenges and share best practices, fostering culture of continuous improvement.
- Promoted atmosphere of accountability by setting clear metrics for performance and regularly reviewing progress with team members.
Education
High School Diploma -
West Valley High School
Spokane, WASkills
- Production management
- Training and mentoring
- Health and safety compliance
- Staff management
- Process improvement
- Workflow optimization
- Staff development
- Data analytics
- Quality control
- Performance monitoring
- Logistics management
- Customer service
Timeline
Production Supervisor
Techmer PM
05.2021 - Current
Shift Supervisor
Formall Inc.
10.2015 - 05.2021
Call Center Supervisor / Coach
SITEL Worldwide
07.2009 - 07.2015
High School Diploma -
West Valley High School