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Customer Service Manager

Old Bridge, NJ, 08857
August 24, 2012

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Andrew J. Kloc

** **** ******

Old Bridge, New Jersey 08857

Home 732-***-**** Cell 732-***-****


Dynamic results-driven professional with a depth of experience in customer service, project management and account management. Proven sales & service talent specializing in client relations, personnel management, process management and cultivating strategic relationships. Persistent in achieving personal and corporate goals while building exceptional client partnerships which lead to the overall success of my employer.

Core competencies include:

• Networking & Relationship Building • Customer Service/Client Relations

• Process Management • Strategic & Tactical Project Planning

• Strong technical product knowledge • Sales Process Planning & Implementation

• Skilled in MS Office, Lotus Notes, Corrigo, Service Bench • Professional, ethical and dedicated individual

Professional Experience:

GCI-Technologies (Pro-Audio & DJ Equipment) 12/10 to 12/11

Global Parts, Service & Quality Assurance Manager

• Directed a team of six technicians in the repair and refurbishing of over 400 CD players, amplifiers, mixers and speakers per week

• Ensured quick turnaround on customer repairs

• Developed and implemented an effective parts inventory control system

• Oversaw Quality inspection in three warehouse sites around the world

• Designed and implemented a quality inspection procedure guide for a full line of CD players

• Communicated quality inspection status and recommended process improvements to upper management and engineering

• Successfully navigated the relocation of the service/quality department to a new warehouse facility

Central Jersey Office Equipment 2/09 to 12/10

Business Development Manager

• Direct sales responsibility targeting medium sized business’ and government accounts in the Northeast region

• Within the first year secured multiple new accounts exceeding annual revenue targets by 30%

• Successfully identified/negotiated/closed product sales and multi-year service contract deals

• Initiated the enrollment into several government buying pools resulting in a 25% boost in government sales

• Developed and implemented a large scale project rollout in one of the regions largest hospitals

• Revitalized dormant accounts through valued added selling methods

• Developed and fostered exceptional client relationships by becoming a trusted partner

• Responsible for the delivery, installation and customer education of multiple product lines of all types of office equipment

K. Hovnanian Homes (National Leading Home Builder) 03/06 to 02/09

Service Manager

• Perform Quality Standards Inspections (QSI) for newly built homes ensuring the delivery of a 100% Clean Customer Ready home

• Oversee warranty operations, managing homeowner claims and determining coverage

• Evaluate craftsmanship defects, determine action needed and manage repairs

• Provide direction to a team of service technicians in regards to scope of work, quality management, inventory management and customer service

• Continued communication with trade partners regarding open service tickets and scheduling to guarantee completion of service work in a timely and professional manner

• Ensure that all service requests are handled promptly, professionally and efficiently; exceeding the homeowner’s expectations

• Authorize purchase orders and service invoices for processing

• Direct others and follow through on project execution in a pressure environment, maintaining a high level of ethics and integrity in all dealings

• Strategic planning abilities, handling multiple tasks with simultaneous deadlines and demonstrating good judgment and decision-making skills

Miele USA (International manufacturer of high end appliances) 12/99 to 03/06

Project Building Coordinator (08/05 to 03/06)

• Management of large residential construction contracts where Miele products are exclusive throughout the entire project

• Work in conjunction with dealers, builders and installers to ensure proper delivery and installation of Miele products

• Coordinate with the parts department and technical services to manage the proper ordering and delivery of necessary spare/replacement parts and new products

• Monitor the contract status of all project buildings to ensure all guidelines are being met

• Coordinate on site product installation training with the construction manager and Miele’s training department

• Conduct on-site inspections to ensure the building is ready for the scheduled delivery and installation of the product

• Resolve any issues with damaged goods, warranty claims and technical difficulties

Service Operations /Warranty Claims Administrator (11/00 to 08/05)

• Responsible for the development of the warranty claims and service operations department; implemented policies and procedures to maintain company standards

• Selection and management of 600 plus independent installation & service providers

• Audit & process on a monthly average 700 incoming warranty claims for Miele appliances

• Troubleshoot & resolve escalated product repairs or service discrepancies

• Oversee service providers to ensure the highest level of service is provided to our customers

• Research & select service companies for locations in need of an authorized provider

• Travel to independent service providers across the US to audit service procedures and provide training

• Negotiate labor rates and contracts with independent service providers

• Work closely with the training department to coordinate further education for service as needed

• Responsible for the launch and administration of an online standardized warranty claims procedure

Technical Support Representative (12/99 to 09/03)

• Answer up to 40 calls a day from customers and service providers requiring technical assistance

• Troubleshoot various mechanical, electrical and operational issues

• Schedule a service representative for problems that could not be repaired over the phone

• Instilled faith in our products with customers displeased with their operation or failure

Lenscrafters Corporation 4/94 to 9/99

Lab Manager

• Supervised and trained a staff of 8 technicians in the production of eyewear and equipment maintenance

• Managed daily business operations in both retail and technical divisions of store

• Actively took part in recruiting, interviewing and hiring of new associates

• Prepared proposals for upper management on how to reduce breakage and raise one hour service within the region

• Maintained equipment to ensure an optimum level of service and provided technical support to surrounding stores

• Purchased supplies needed for daily business operations

Sales and Customer Service

• Developed extensive product knowledge as well as skills needed to interact with the buying public

• Assisted customers in choosing the best frames and lenses to fit their prescription

• Handled customer inquiries and or problems in a professional and timely manner

• Responsible for the daily opening and closing of the store, making deposits and the reconciliation of the computer at the close of the business day


Middlesex County College 9/92 to 6/94

Mechanical Engineering (3.1 GPA)

Raritan Valley Community College 9/97 to 5/99

Ophthalmic Sciences (4.0 GPA)


Youth Football Coach with Pop Warner (East Brunswick, NJ)

Volunteer at Eagle River Day Camp (Monroe, NJ)

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