Robin Survis
Chillicothe
Summary
Results-driven Technical Knowledge Specialist with expertise in customer relations and expert problem-solving. Proven ability to enhance team collaboration and streamline processes, leading to increased efficiency and improved customer satisfaction.
Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Technical Knowledge Specialist
Caterpillar, Inc,
Chillicothe, IL
04.2023 - Current
- Collaborated with cross-functional teams to streamline project workflows and enhance communication effectiveness.
- Developed training materials to support onboarding processes and improve team proficiency in operational procedures.
- Implemented process improvements that increased efficiency in project execution and reduced turnaround times.
- Prepared detailed reports on project progress, highlighting key milestones and potential areas for enhancement.
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Developed training materials to enhance staff proficiency and productivity.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Assoc. Tech. Info. Specialist
Caterpillar
Chillicothe, IL
11.2017 - 04.2023
- Collaborated with team members to streamline workflow processes, improving overall efficiency.
- Contributed to a safe and healthy work environment by following established safety protocols, reporting any potential hazards or concerns to management personnel for prompt remediation.
- Facilitated seamless migrations from legacy systems to new platforms, minimizing downtime and providing end-users with comprehensive training on updated processes or procedures.
- Contributed to successful project completion by consistently meeting deadlines and adhering to established guidelines and protocols.
- Supported colleagues during high-pressure situations, fostering a collaborative work environment that prioritized teamwork and problem-solving abilities.
- Improved client satisfaction with timely resolution of technical issues, providing expert guidance and support during critical incidents.
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
Librarian 4
Caterpillar
Chillicothe, IL
06.2014 - 10.2017
- Developed and implemented library programs to enhance community engagement and literacy.
- Curated diverse collections, ensuring accessibility and relevance to user needs.
- Trained and mentored staff on best practices in information management and customer service.
- Streamlined cataloging processes, improving efficiency in resource retrieval.
- Managed digital resources, enhancing user access to online databases and e-books.
- Conducted regular assessments of library services, driving continuous improvement initiatives.
- Catalogued and organized books, materials and other documents for proper library management.
- Maintained a high level of customer service by addressing and resolving patron concerns or complaints in a timely manner.
- Assisted with the development of strategic plans for library growth and improvement, ensuring alignment with institutional goals and objectives.
- Supported digital library collections containing e-books, audiobooks and digital media.
- Participated in professional development opportunities to stay current on industry trends and best practices.
- Enhanced library user satisfaction by developing and implementing user-friendly cataloging systems.
- Kept up-to-date records of materials, maintained inventory and corrected cataloging errors.
- Kept catalog orderly and updated with latest material additions and removals.
- Organized library catalog, supplies, equipment and records.
Design/Standard Technician-2
Caterpillar
Chillicothe, IL
06.2012 - 06.2014
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
- Liaised with internal departments to optimize productivity and efficiency.
Librarian
Caterpillar
Chillicothe, IL
10.2008 - 06.2012
- Collaborated with teams to implement digital cataloging processes, improving resource retrieval efficiency.
- Streamlined circulation procedures through process optimization, reducing wait times for patrons.
- Located requested books on shelves and in library database and fetched items for patrons.
- Increased patron satisfaction with timely responses to reference inquiries, utilizing extensive knowledge of information sources.
- Resolved patrons' complaints tactfully and professionally.
- Greeted patrons warmly and offered to assist with issues or needs.
Education
Associate of Science - Library Science
Illinois Central College
East Peoria, ILAssociate of Science - Business Administration
Illinois Central College
East Peoria, ILBBA - Business Administration
University of Phoenix
Tempe, AZMaster of Science - Library Science
Drexel University
Philadelphia, PA05-2016
Skills
- Customer relations
- Expert problem solving
- Documentation management
- Team collaboration
- Continuous improvement
- Knowledge sharing
- Teamwork and collaboration
- Time management
- Attention to detail
- Multitasking Abilities
- Process improvement
- Reliability
- Effective communication
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with team of 12 in the development of SSO Implementation to Entra (Azure) connection.
Certification
- CompTIA A+, Advanced Technology Services - 1996
Mountain Mover
I received the Mountain Mover award for my work in redesigning the Caterpillar Technical Information Center Library in 2016.
Timeline
Technical Knowledge Specialist
Caterpillar, Inc,
04.2023 - Current
Assoc. Tech. Info. Specialist
Caterpillar
11.2017 - 04.2023
Librarian 4
Caterpillar
06.2014 - 10.2017
Design/Standard Technician-2
Caterpillar
06.2012 - 06.2014
Librarian
Caterpillar
10.2008 - 06.2012
Associate of Science - Library Science
Illinois Central College
Associate of Science - Business Administration
Illinois Central College
BBA - Business Administration
University of Phoenix
Master of Science - Library Science
Drexel University