Manager Customer Service

**** ******* **.

Veedersburg, IN ***** 765-***-****

Jacob R. Bush

Experience General Manager (Aug 2011-Pres) Multiband Indianapolis,

IN

Managed and reported on all of my office's activities to

maximize each department's efficiency, productivity,

quality, safety, and profitability.

Oversaw the hiring and retention of all site based

employees

Reduced attrition from 89% to 48% in one year.

Changed the culture of the site to promote a positive work

environment.

Developed managers and supervisors through communication

and leadership skills

Worked with Operations Manager to increase productivity and

performance of the technicians.

Worked with the Inventory Manager to ensure that the

technicians had enough equipment to perform their duties.

Worked with broker and realtor to secure a new site for our

company

Managed financials in order to maximize EBITDA annual at

20%

Responsible for 4 direct reports and 150 indirect reports.

Operations Manager (July 2010-Aug 2011) Multiband

Indianapolis, IN

Assisted in training of Tech Sups and Operations Manager in

Baton Rouge.

Managed metrics in Shreveport, LA, and Bloomington, IL

Interviewed, hired, and trained tech sups in Shreveport and

in Bloomington

Conducted team meetings with tech sups and advised of

expectations

Worked with FOM and National Quality Manager to improve

quality levels

Worked with National Internet Manager to meet metrics

demands for the AP side of our business

Worked with contractor recruiter to obtain partners to

assist with the increased volume of work due to a Directv

local launch.

Conducted meetings with contracting partners to relay

expectations and report card scoring

Worked with Service Manager to bring service metrics into

compliance

Worked closely with operations and market managers in other

offices to help manage ADTR metrics

Worked closely with tech sups to change the culture and

promote positive feedback to the technicians in order to

help raise morale

Tech Supervisor (2008-2010) Multiband Indianapolis, IN

Supervised fifteen- twenty technicians

Resolved issues to customer satisfaction when supervisees

work was not completed to satisfaction

Trained staff on proper installation of satellite system

Conducted weekly team meetings to advise staff of current

and/or revised expectations.

Satellite Technician (2003-2008) Multiband Indianapolis,

IN

SBCA, HughesNet, and ADT certified

Obtained training in HDTV satellite installation

Installed satellites and associated equipment in

residential and commercial settings

Provided customer service and identified resolutions to

service problems within existing customer base

Trained new hires and assisted in staff development

2001-2003 Bodine Electric Danville, IL

Welding Repair Technician

Completed Level I welder repair training at Miller Training

Facility

Troubleshot, diagnosed and repaired welders

Assessed supplies needed and ordered from vendors

Electrician (1999-2001) Masterguard Veedersburg, IN

Routed conduit and wiring for new electrical projects.

Troubleshot and repaired electrical problems with machinery

Performed basic PLC programming

Team Leader (1998-1999) Masterguard Veedersburg, IN

Supervised twelve press operators

Conducted weekly team/ safety meetings

Conducted inventory of incoming and outgoing shipments

Press Operator (1996-1998) Masterguard Veedersburg, IN

Operated 800 ton mechanical presses

Performed preventative maintenance checks on press daily

Inspected pressed materials to meet quality standards

Education May, 2001 Danville Area Community College

Danville, IL

Associates Degree in Electronics Technology

Maintained President's List status during entire two year

program

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