Manager Customer Service
Resume:
Willie L. Gibson
Brooklyn, New York 11206
*********@*****.***
Objective:
Obtain a position where my work directly impact the preservation and promotion of the company’s standards, brand and image by utilizing appropriate methods with a flexible interpersonal style to build a cohesive team and facilitate the completion of goals.
Previous Employers:
2010 - 2011 Allo Transportation Group
(Operations Manager)
471 Myrtle Avenue, Brooklyn, NY 11236
Lead, directed and managed site operations to ensure that the operations staff executed service agreements at, or above the customer's standards.
Maximized profitability through constant customer service training, effective and prompt communication, and follow-up on all pending customer matters.
Maintained a clean, professional and safe working environment by inspecting and scheduling maintenance, and ensuring that all office equipment was properly accounted for and in safe working condition
Utilized superior communications skills to motivate staff and develop effective working relationships with peers, executives and clients
Addressed all employee performance problems promptly and directly in accordance with company personnel, policies and procedures.
Planned and monitored daily staffing schedules and adjusted accordingly to ensure adequate staffing levels that support operational demands and business objectives
Managed revenue and expenses to reflect budget constraints
Managed and oversaw administrative functions to ensure all paperwork was processed efficiently and in a timely manner and met all compliance requirements
Trained and certified new employees on all performance standards
Kept abreast of emerging technology changes and innovations through formal or informal study, reading business and professional publications, networking and participation in professional organizations
Ensured directives, rules and procedures were communicated to all operation's staff
Personally coached, trained and mentored direct subordinates and provided career development opportunities through training and quality management activities
Ensured safety methods, practices and programs were implemented and maintained
Conducted performance reviews for all staff within department.
2009 – 2010 North Point Transportation Group
(Fleet Manager)
2638 Woodwin Road, Doraville, Ga 30360
Developed fleet administration standards, controlled vehicle maintenance, repair, replacement.
Directed fleet-related risk management training, such as safety and accident prevention programs; negotiated insurance matters.
Maintained and collected daily vehicle inspection and vehicle usage logs.
Created chauffeur's manual, memorandums and newsletters.
Conducted routine meetings to discuss specific driving habits and client relations skills, customer surveys, incident reports and staff reviews.
Ensured fair distribution of work.
2008-2009 Superior Limousines
(Operations Manager)
2350 Horizon Park Drive, Suwanee, Ga. 30024
Conducted routine meetings to discuss specific driving habits and client relations skills, customer surveys, incident reports and staff reviews.
Established and implemented orientation and ongoing policy and guidelines training.
Supervised daily operations of dispatch center including planning, scheduling, instructing, training, monitoring, and mentoring and performance appraisals of dispatchers, dispatch call center managers, telephone operators and owner operator chauffeurs and chauffeurs driving company vehicles.
Established and implemented policies and procedures for the daily operation of call and dispatch centers.
Reviewed and confirmed chauffeur work schedules.
Managed group Meet and Greet Services.
Conducted non-compliance disciplinary proceedings.
Created an Incentive Program rewarding employees for outstanding service.
2007-2007 Magic Limousine, LLC
(Fleet Manager)
57-18 59th Street, Maspeth, N.Y. 11378
Conducted chauffeur recruitment drives, new hire orientation sessions, and ongoing training sessions.
Increased revenue by establishing and implementing a network of worldwide affiliate companies.
Collected and maintained daily vehicle inspection logs.
Analyzed daily chauffeur jobs report to ensure fair distribution of the workload.
Conducted routine meetings to discuss specific driving habits and client relations skills, customer surveys, incident reports and staff reviews.
2004 - 2007 LimoRes.net Limousine Company
(Operations Manager)
245 West 72nd Street, New York, N.Y. 10023
Lead, directed and managed site operations to ensure that the operations staff executed service agreements at, or above the customer's standards.
Maximized profitability through constant customer service training, effective and prompt communication, and follow-up on all pending customer matters.
Maintained a clean, professional and safe working environment by inspecting and scheduling maintenance, and ensuring that all office equipment was properly accounted for and in safe working condition
Utilized superior communications skills to motivate staff and develop effective working relationships with peers, executives and clients
Addressed all employee performance problems promptly and directly in accordance with company personnel, policies and procedures.
Planned and monitored daily staffing schedules and adjusted accordingly to ensure adequate staffing levels that support operational demands and business objectives
Managed revenue and expenses to reflect budget constraints
Managed and oversaw administrative functions to ensure all paperwork was processed efficiently and in a timely manner and met all compliance requirements
Trained and certified new employees on all performance standards
Ensured directives, rules and procedures were communicated to all operation's staff
Personally coached, trained and mentored direct subordinates and provided career development opportunities through training and quality management activities
Ensured safety methods, practices and programs were implemented and maintained
Conducted performance reviews for all staff within department.
2001 - 2004 Music Express Limousines
(Dispatcher)
475 Boulevard, Elmwood Park, N.J. 07407
Acted as liaison between the customers and the drivers.
Pre-assigned chauffeurs to trips.
Performed live dispatching.
Maintained and logged vehicle maintenance reports and work orders.
Maintained vehicle tracking.
Assisted with driver navigational instructions.
1999 – 2004 East Coast Executive Limousines
(Dispatch Manager)
145 West 24th Street, New York, NY. 10011
Managed the daily functions of the dispatch center
Conducted chauffeur recruitment drives.
Conducted new hire orientation sessions, and ongoing training sessions geared towards keeping employees up-to-date on any new company policy or procedures.
Directed activities related to dispatching, routing, and tracking transportation vehicles.
Planned, organized and managed the work of subordinate staff to ensure that the work was accomplished in a manner consistent with organizational requirements.
Directed investigations geared towards verifying and resolving service failures, and customer complaints.
Organized transportation services for group and special events.
Developed criteria, application instructions, and procedural manuals for transportation programs.
Analyzed expenditures and other financial information in order to develop plans, policies, and budgets for increasing profits and improving services.
Set operations policies and standards for operations department.
Recommend or authorize capital expenditures for acquisition of new equipment or property in order to increase efficiency and services of operations department.
Performed actual dispatch duties during special events and as needed on busy days.
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