Customer Service Manager

ROBERT CALDWELL

**** ********* ***** ? San Ramon, CA 94583

(925) 984 - 9709 ? ***********@*****.***

MANAGEMENT PROFESSIONAL

Self-directed, motivated, and results-driven manager with 10+ years of

proven successes in leadership, communication, and project management

within the IT, communications, and retail industries. Known for exhibiting

a disciplined and analytical approach to identifying and resolving problems

and fulfilling responsibilities in a manner that reflects high professional

standards. Dynamic and accomplished leader with demonstrated success at

developing, leading, and motivating teams to succeed. Confident and

proactive-excel in a fast-paced environment requiring initiative, sound

judgment, and a positive attitude. Intelligent and articulate with

excellent communication and interpersonal skills-particularly adept at

establishing credibility and building rapport with key stakeholders.

Sales Rep ? Planograms ? Merchandise Specialist ? Leadership ?Analyzed Data

? Audits

Inventory Control ? Start Ups/Turnarounds ? Sales Forecasting ?

Training/Development

Scheduling ? Vendor Relations ? Negotiations ? Presentations ?

Procurement/Purchasing

Customer Service ? Budgets

PROFESSIONAL EXPERIENCE

CGI, INC., Oakland, CA ? 2004 - Present

Provides end-to-end IT and business process services that facilitate the

ongoing evolution of clients' businesses.

Local Contract Specialist/Consultant/Central Contract Specialist

Oversee daily operations of 40+ properties and travel to meet with

owners/agents. Analyze, interpret, and report on owner/ agent compliance

with regulations policies and procedures in the U.S. Department of Urban

Development (HUD) Management and Occupancy Handbook. Directed corrective

actions to bring Section 8 properties into compliance with HUD regulations.

Utilize outstanding time management skills to ensure and follow up with

owner/agents to discuss needs; perform detailed record keeping and

reporting practices to enable proper invoicing and reporting to HUD via

CATS and eRIMS system. Schedule audits; coordinate and monitor IBPS tasks

within the HUD California Contract, including processing of Management &

Occupancy Reviews and Civil Rights Compliance Reviews. Collaborate with

Local Services Manager, support staff, Quality Assurance Division and other

groups.

Accomplishments:

. Received Star Performer of 2011 award, presented to the top employee

for his or her service.

. 2010 special project managed a staff of 4 to ensure compliance with

all HUD rules and regulations.

. Routinely chosen to work on special projects, including serving as a

guest speaker at various company events, including the 2011 Retirement

Housing 50th Anniversary.

. Consistently scheduled and performed audits in the required time frame

that prevented the company from receiving any disincentives.

. Headed a 2010 project with the Oakland Housing Authority: trained,

managed, and mentored a staff of 4 on how to process Move In and

Annual Recertification for the Housing Authority.

. Assigned to the CGI team as part of the BHA day to day management

operation staff (2007), resulting in a significant improvement to the

Housing Authority score and gaining more contracts from various

Housing Authority agencies.

. Leadership, key member of New York startup office in 2005 to train new

staff member and perform onsite Management Occupancy Reviews for

Section 8 subsidized multifamily properties in the state of New York.

. Successfully trained a staff of 10 and performed on-site reviews with

zero disincentives.

RIVER

DEEP, LLC, Novato, CA ? 2002 - 2004

One of the fastest-growing education software companies in the US.

Procurement/Operations/Purchasing/Buyer

Provided effective leadership to address and manage critical business

functions including lowering costs, improving efficiencies, and growing

market share. Collaborated with executive personnel and operations managers

to formulate approaches to positively impact bottom-line revenue growth in

spite of challenging market conditions. Assumed responsibility for

sourcing, negotiating, and purchasing capital equipment, manufacturing

materials, and finished products to meet company's strategic goals.

Processed invoices against purchases and worked closely with vendors and

Accounts Payable Department to quickly resolve any payment issues and

maintain sound vendor relations.

Robert Caldwell

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***********@*****.***

Accomplishments:

. Researched and created an educational children's board game design in

2004; came in under budget with a game that met company and customer

needs.

. Negotiated a 39% quarterly savings on all printing and promotional

materials, 2003.

NEXTEL COMMUNICATIONS, Petaluma, CA 2001 - 2002

Offers a comprehensive range of wireless communications to provide mobility

to a wide range of users.

Account Executive Sales

Provided wireless products and services to clients throughout assigned

territory by using prospecting, presenting, and closing skills to identify

client's needs. Created customized solutions and supported customers

through effective post-sales support to build long-term relationships in a

highly competitive, swiftly changing industry environment. Worked closely

with internal and external with team members to service 150+ accounts and

targeting and win new business as well as convert old clients. Remained

current on industry and competitors' trends and products, and utilized a

range of avenues to market services, including cold calling and

telemarketing and direct-mail campaigns. Provided customer service.

Accomplishments:

. Built account base from zero to 150+ in 6 months, meeting and/or

exceeding monthly quotas.

. Named Rookie of the Month in May of 2001 for reaching 175% of monthly

sales goal.

HEALTHY PLANET, Petaluma, CA ? 1998 - 2001

A card and collectible company.

Inventory Control Manager/Buyer

Oversaw and directed inventory management and purchasing functions for

company assets value of $4.5 million. Managed more than 1,000 SKUs and

analyzed data to ensure all inventory remained in stock and that company

was not overstocked. Collaborated with major US zoos to supply them with

greeting cards and collectible figurines. Sourced and negotiated the

purchase of products from national and international suppliers and

developed vendor relationship that resulted in in significant annual cost

savings and ensured on time delivery of inventory. Managed a staff of 5

customer service representatives and worked with each to coach on sales and

customer service strategies. Provided ongoing training and performed annual

performance reviews, including merit awards based upon exemplary service.

Hosted monthly staff meetings providing leadership. Sold cards and

collectibles to retail stores. Set up displays in stores and worked with

store managers to ensure proper stock levels.

Accomplishments:

. Located vendor in 2001 to handle all manufacturing of paper products,

which resulted in keeping the failing business afloat.

. Utilized negotiating and alliance-building skills to consistently win

at least $130,000 in vendor discounts.

. Chosen as Employee of the Year in 2000 for dedication and hard work.

JC Penny, Santa Rosa, CA ? 1992 - 1998

A retail company.

Merchandise Manager/Buyer

. Responsible for Bedding and Bath and Luggage Department valued at $2

million. Designed planograms.

. Purchased Merchandise through in-depth analysis of local market trends

and historical performance trends.

. Communicated inventory mix/assortment to corporate buyers based on

consumer input.

. Created marketing plans around seasonal and special events, and

developed sales incentive programs.

. Managed as many as 10 associates from hire, career development and

termination, if necessary.

EDUCATION

Humboldt State University - Arcata, CA

B.S., Business Administration/Management

TRAINING/AFFILIATIONS/CERTIFICATIONS

Certified, Assistant Housing Manager, AHM, 2005 (BRMA)

Workshop: Time Management & Cultural Diversity

Computer Skills

Microsoft Office Suite, Excel, CATS, eRIMS, JD Edwards

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