Customer Service Manager

Paul A. Bucchianeri

* ******** ****** ********, ************* 02301 T: 508-***-****

Email: ******@*******.***

Management Leader

Highly motivated and experienced management professional with expertise in

directing all aspects of customer-focused operations in a dynamic, fast

paced environment. Comprehensive understanding of the skills needed to

recruit, hire, and train talented professionals who are dedicated to the

overall success of the business. Regarded for the ability to deliver

outstanding results with the highest degree of service and professionalism.

Core Competencies

Customer Service Leadership Operations Management Teambuilding & Training

Inventory Control Process Improvement Budget and P&L

Responsibility

Professional Experience

MTTI, Seekonk, Massachusetts

(1/30/12-

Present)

Automotive Instructor

FIRESTONE, Quincy, Massachusetts (2009-2011)

Store Manager

Directed the efficient operation of a staff of motivated team members to

deliver exceptional levels of customer service to on-site customers and

telephone inquiries from existing and potential clients of this full-

service auto maintenance and repair shop. Provided steady guidance and

mentoring to staff to ensure the timely resolution of customer service

issues with minimal requests for escalation. Fostered a sense of corporate

integrity and community by routinely incorporating the involvement of team

members in discussion of the effectiveness of different customer service

strategies, new products and services, and updated store procedures.

Leveraged all available resources to develop a prompt and effective

approach to addressing the needs of each customer.

AAA OF SOUTHERN NEW ENGLAND (2007-2009)

Technical Training Manager

Envisioned, developed, and deployed an innovative and effective training

program designed to mentor new employees as well as participating members

of a contractor network for this regional office of a national motor club

and leisure travel organization. Organized all facets of the initiative,

from scheduling trainers, administering program budget, and tracking damage

trends. Engaged in the continuous collection and review of feedback to

enhance training content to address the dynamic needs of the company and

its customers.

UNIVERSAL TECHNICAL INSTITUTE, Norwood, Massachusetts (2004-2007)

Technical Team Leader and Instructor

Successfully completed a 9-week instructor training course in Chicago, a

prerequisite to pioneering the launch of a Basic Engine repair course in

Norwood. Collaborated extensively with vendors to establish two classrooms

accompanied by a hands-on lab. Engaged in daily instruction of students,

as well as the training and mentorship of new instructors. Completed a 6-

week training program in Exton, PA, leveraging acquired knowledge and

skills to introduce a Course in Automatic Transmission in Norwood, meeting

or exceeding all standards of quality as set forth by the corporation.

RANDOLPH CHRYSLER, Randolph, Massachusetts (1984-2004)

Automotive Technician

Leveraged superior technical skill and organizational expertise as an ASE

Master Technician to perform a broad and deep variety of mechanical repairs

for clients of this leading Chrysler dealership, with a focus on engine and

transmission Rebuilding and Diagnosis, including skills in welding and

metal fabrication.

Education and Professional Certifications

TAD TECHNICAL INSTITUTE, Chelsea Massachusetts, Diploma in Automobile

Mechanics (1988-1990)

ASE Master Technician /Chrysler Master Technician /Massachusetts Licensed

Automotive Instructor

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