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Yyyyyy x. yyyyyy

- 15 east 3rd st., 2nd fl. Ÿ Xxxxxx, XXXXXX xxxxxx ( (xxx-xxx-xxxx *


Manager (Customer Service Operations)


Qualifications Profile


    Highly self-motivated and results-driven management professional with more than 13 years providing high-performance sales, account management, customer service, and operations management support in the manufacturing and technology sectors.

    Detail-oriented without losing sight of the big picture, analytical and methodical with critical thinking to strategize solutions in addressing work issues even under stressful work conditions.

    Well-organized with multitasking and prioritization skills that optimize resources to achieve outstanding results from concurrent tasks/projects.

    Decisive leadership, strong people management, and exceptional interpersonal communication skills that inspire confidence while forging teamwork synergies with colleagues and subordinates across diverse ethnicities and demographics.


Key Expertise

Marketing & Sales

    Service/Retail Sales Management

    Multiple Account Management

    Customer Service Management

    Relationship Management (Customers, Public, & Suppliers)

    Market Research & Planning

    Product Presentation

    Community & Public Relations

    Product Branding & Positioning

    Merchandise Inventory Management

    Portfolio Management

    Traditional & Online Advertising

    Service Quality Management

Business Management

    Strategic Planning & Execution

    Business Development

    Logistics Inventory Management

    Fiscal & Budget Management

    Contract/Vendor Management

    Project/Program Management

    Resource Management

    Risk & Issue Management

    Process/Workflow Improvement

    Profitability Management

    Inter-Office Coordination

    Negotiations & Diplomacy

    Policies & Regulatory Compliance

    Staff Supervision, Motivation & Training


Professional Experience


Fabtex, Ÿ Danville, XXXXXX

Director of Concierge Mar 2015 Present

    Oversaw the development and rollout of a custom management software that automated the tracking and execution of 1200+ projects.

    Provide HR support in developing, mentoring and coaching 44 team members across 3 locations in the US.

    Identify and remediate process and workflow inefficiencies and created new processes and systems to increase customer service satisfaction.

    Ensure positive customer experiences by addressing and resolving all customer complaints.

    Process an average of 200 subcontractor invoices per month for a large-scale client, calculating and applying discounts, percentage allocations and credits.

    Rectify escalated accounts xxxxxxyable issues from employees and vendors. Resolve and communicate issues and recommended/implemented solutions to high-yield VIP clients.

    Led in implementing $500T+ projects that improve process efficiencies, cost effectiveness, & customer service.

    Negotiate 3rd xxxxxxrty contracts to reduce acquisition costs for the comxxxxxxny and customers.

    Develop and maintain a cost estimating program that ensures accurate and fast customer quotes.


MSS Logistics Install Ÿ Xxxxxxville, XXXXXX

Account Manager Mar 2013 Mar 2015

    Develop and apply time and cost networks to plan, control and review large projects.

    Developed methods/procedures in accounting, office administration, and logistics systems.

    Designed, conducted and evaluated results of experimental operational models in cases where models cannot be developed from existing data.

    Conducted studies to establish manhour standards and labor cost data for cost reduction.

    Provided vendor management involving directory maintenance of suppliers, contractors and subcontractors.

    Assessed staff training needs to develop new training programs or improve existing programs.

    Conferred with IT professionals to design systems and develop IT projects.





Yyyyyy x. yyyyyy

- 15 east 3rd st., 2nd fl. Ÿ Xxxxxx, XXXXXX xxxxxx ( (xxx-xxx-xxxx *


Professional Experience (continued)


MSS Logistics Install Ÿ Xxxxxxville, XXXXXX (continued)

Network Training Instructor / Project Manager Oct 2008 Mar 2013

    Developed and conducted specific training courses and programs to enhance worker skills and productivity.

    Harnessed various instructional methods and technologies that include online courses, multimedia presentations, classroom simulations, team exercises, and group discussions for both employees and subcontractors.

    Collaborated with QA to develop and implement performance metrics in staff development.

Senior Lead Technician Mar 2007 May 2013

    Performed over 300 various technical services supporting the relocation industry.

    Maintained excellent customer service relationships with high level executives.

    Ensured accuracy in maintaining records and documentation in fulfilling routing work and job orders.

    Supported HR management in developing and mentoring all newly hired technicians.


Hart Mechanical Ÿ Tylersport, XXXXXX

Foreman Apr 2003 Mar 2007

    Identified and assessed project requirements covering scope, assembly sequences, and required methods and resources based on blueprints, drawings and job order specifications.

    Fabricated or altered xxxxxxrts at construction sites for customized support. Inspected individual xxxxxxrts, assemblies, and installations for compliance with order specifications, and building codes

    Used welding technology, fabricating and installing ducts for high efficiency heating, ventilating and air conditioning (HVAC) systems to maximize system efficiency..

    Analyzed engineering drawings, blueprints, specifications, sketches, work orders, and material safety data sheets to plan layout, assembly and welding operations.

    Measured electrical & electronic circuit xxxxxxrameters to diagnose problems using ammeters, voltmeters, wattmeters, and other testing devices.




Diploma, Secondary Education UPPER PERKIOMEN HIGH SCHOOL Ÿ Pennsburg, XXXXXX



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