Frank S. Hagan *** Ebony Dr., Oxnard, CA *****

Customer Service Executive Home: 805-***-**** ? Cell

805-***-****

abg2th@r.postjobfree.com

Executive Profile

I am a customer service professional with 28 years of experience in team

building, education and training, process improvements and creating dynamic

and productive work environments. My cross functional approach integrates

respect for company goals with world-class, fanatical customer service. I

have proven experience in consolidations, turn-arounds and cost reductions

without sacrificing superior customer service. I have excellent verbal and

written communication skills, including proficiency with group settings,

internal presentations and public speaking. Computer skills include

proficiency in Windows, Linux, and in MS Word, Excel, PowerPoint, HTML and

CSS.

Experience

Superconductor Technologies, Inc., Santa Barbara, CA.

http://www.suptech.com

Director Customer Service and Sales Operations, 3/07 to 6/11. STI is a

leading provider of advanced RF wireless solutions and world class

cryogenics for commercial applications, selling directly to major telecom

companies. I streamlined procedures and implemented new policies to

increase customer satisfaction and improve inter-departmental relations.

References available.

Laars Heating Systems Company, Simi Valley, CA. http://www.laars.com

Manager, Customer Services, 9/97 to 3/07. Laars is a major selling B2B

nationwide through a wholesale distribution and manufacturer's

representative network. I reorganized the Service Department and re-

engineered the Customer Service department, increasing customer

satisfaction levels while reducing costs. Responsibilities included

hiring, retention and disciplinary actions for up to 12 Field Service

Representatives throughout the US, 6 Regional Service Managers, and local

and remote office staff. Major initiatives included analysis and

streamlining of order entry functions, implementation of document scanning

and electronic workflow processes to integrate with company's ERP system,

establishment of web-based warranty claim entry system for 200 warranty

stations nationwide. I established key customer service metrics, leading to

increased customer satisfaction levels across all distribution channels.

Organized and managed national call center with 9 agents, providing multi-

faceted support for internal and external customers. References are

available from both employer and customers.

Hayward Pool Products, Pomona, CA http://www.hayward-pool.com

Customer Service / Technical Service Manager, Western Division, 4/83 to

9/97. Hayward is a leading manufacturer of swimming pool pumps, filters

and heaters. I merged the Customer Service and Technical Service

departments in the Western Division to reduce cost and increase

productivity. Responsible for recruitment, training and management of 9

call center representatives 3 field service managers and related support

personnel to provide world-class customer service for wholesale

distributors. I developed and presented industry-accredited 4 hour seminar

to thousands of attendees. Speaker at industry trade shows with excellent

reviews. References are available.

Crisis Communications Corporation, Garden Grove, CA

Director of Product Development, 2/80 to 4/83. I was responsible for

acquiring, marketing and selling anatomical models, medical renderings, and

other visual aids for this educational materials company.

Edison Brothers Stores, Inc

Assistant Manager, Leed's Shoe Store, Orange, CA, 1/75 to 2/80. I was the

youngest person promoted to assistant manager in the company's history,

successfully managing two retail stores in succession, with up to 6 direct

reports.

Education

Riverside Community College, Riverside, CA

Marketing, sales and computer programming courses taken while at Hayward

(4/83 to 9/97).

Estancia High School, Costa Mesa, CA

High School Diploma. Graduated January, 1974

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