Customer Service Manager

Matthew Fleming

Operations/Customer Service Manager

**** ******** **. • Grand Rapids, MI 49525 • ***********@*****.*** • 616-***-****

Objective

I am looking for a management position that can use my skill set to improve the company’s bottom line.

Strengths

• 12+ years of management experience, overseeing 2 departments

• Result and solution oriented decision maker with measured company improvements

• Proven ability to problem solve and make decisions on deadline

• Superior organizational skills and workflow implementation

• Excellent communication skills with high attention to both internal and external customer service

• Development of performance management program and goals

• Highly effective cost and labor control knowledge

• Reputation for exemplary communication and listening skills for both groups and individuals

• Heavily experienced in consolidation management and implementation

Professional Experience

2012 – present

Operations Manager, Advance Central Services, MI, Walker, MI (formerly The Grand Rapids Press)

• Oversee day-to-day operations in the fast paced media industry

• Resolve workflow, cost, labor and performance issues

• Increased productivity 20% for statewide ad production

• Reduced errors by implementing detailed checklists, training, and performance management

• Enhanced staff morale and productivity through performance management that also improved the bottom line

• Commended by achieving top 5% employee rating company wide

1999 – 2011

Operations Supervisor, The Grand Rapids Press, Grand Rapids, MI

• Many workflow improvements that increased efficiency

• Working supervisor position that allowed me to identify and improve scheduling deficiencies, poor quality

checks, and employee management problems

• Involved in the training and hiring of new employees

1997 – present

Adjunct Spanish Professor, Grand Rapids Community College, Grand Rapids, MI

• Manage diverse classroom atmosphere

• Proven ability to communicate and instruct using many different techniques

• Top student retention rate in the department

Education

Bachelor’s Degree

Grand Valley State University, Allendale, MI

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