Customer Service Manager

Bradley Duncan

**** ******* **** * Austin, TX *8739 * 512-***-**** * **********@*****.***

Employment

Pitney Bowes Management Services 2000 - present

Area Operations Director/Client Engagement Manager (Austin, Texas) 2003 - present

Responsible for all operating aspects of a 12 state, 75 customer location territory for leading global

outsourcing company. Solutions included back office operations and facilities management for high-tech,

legal, pharmaceutical and insurance companies as well as Universities and Government agencies.

• Built strong cross functional team to deliver on company and customer objectives, including long

term operational and budget strategy planning

• Manage all Operations, Human Resource and Financial aspects of territory in a matrix environment

• Deep involvement in customer budget and solution processes with strong success rate for reductions

in budgeted expenses and/or streamlining of processes

• Managed the internal and external communication points of all stakeholders responsible for

delivering product and client satisfaction

• 97% retention rate of customer contracts with service expansion during contract renewals during 12

years in position

• High customer satisfaction and achievement against budget against peers for past 12 years

• Successful contract negotiation with customers and third party service support vendors, including

performance management of third party contracts

• Analysis of new solutions and presentation to C Suite as well as IT and other management functions

within customer base

• Implementation of new cost models that secured strong ROI for the company and customers

• Maintained high employee engagement scores for a territory of 240+ professionals in varying roles

and levels, exceeding scores within company and other industries standards

• Quarterly Business Reviews with key customer contacts to review KPI and make recommendations

for improvements in workflow/solutions

• Successful implementation of productivity improvements to maximize profits before and after

contract renewals

• Development of operating metrics platform with focus on organizational effectiveness

• Ability to identify, present and grow non-traditional service offerings to maximize company and

customer ROI

Area Account Manager (Seattle, Washington) 2000 - 2003

Responsible for all operating aspects of a two state, 21 customer location territory for leading global

outsourcing company. Solutions included back office operations and facilities management for high-tech,

legal, pharmaceutical and insurance companies.

Danka Services International 1998 - 2000

Operations Manager (Austin, Texas)

Responsible for all operating aspects of single customer location for global outsourcing company. Solutions

included back office operations, construction and facilities management for high-tech company.

Pitney Bowes Management Services 1994 - 1998

Customer Service Manager (Austin, Texas) 1996 - 1998

Financial Analyst (Dallas, Texas) 1995 - 1996

Customer Service Associate (Dallas, Texas) 1994 –1995

Education

Bachelor of Science in Institution Management 1989 - 1992

Texas Tech University (Lubbock, Texas)

Master of Business Administration Studies 1993 - 1995

University of Texas (Dallas & Austin, Texas)

Core

Competencies

Strong financial skills, including development and analysis of pro forma, costing models and ROI

Strong relationship management skills, building long term relationships with key internal and external contacts

Ability to manage complex engagements in a fast paced environment across a complex organizational structure

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