Customer Service Manager

Mark Miller

**** * ***** ***

Morrison, CO. *****

Cell-303-***-****

Home-303-***-****

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

OBJECTIVE

To use my diverse background and experience to manage employees and a company.

WORK HISTORY

10/2014-NOW AAA of Colorado

Technical Trainer

Design and conduct training classes for our contracted roadside service providers. Maintain a web based

institute for training and exam tracking. Build and maintain physical hands-on training devices that pertain

to the automotive market. Cross train with our own fleet of technicians for battery and light vehicle

service offerings. Utilize my automotive and management background to assist in call center staff training,

motivation, and goals.

6/2014–9/2014 Progressive Dealer tools

Operations Manager

Work with programmers to build the service module of our program, as well as our internal CRM and VoIP

phone systems. I was tasked with managing the initial launch of final product on a national level. Hire,

train, and mentor inside sales representatives. Develop marketing material to send to automotive dealers

nationwide. I participated in the development of industry specific sales tools and verbiage for our sales

staff. Compose all training scripts, emails, and opening statements for inside and outside sales staff.

Assist in day to day operation and expansion of company. Managed human resources aspects of the

company, including maintaining confidential employee files for all company employees, completing new

hire process with our payroll company and termination of employees. Completed training for all company

staff for sales process, industry specific knowledge, internal policies & procedures, CRM and software

products. General management of company in support of the owner.

8/2013-5/2014 Automotive Imports

Fixed Operations Manager

I built the parts and service department from scratch. I managed all aspects of start-up to opening,

including product and vendor research, technician hiring, installation of shop equipment, completing DMS

software integration & building parts and labor packages, among other projects. I oversaw all service,

parts, and IT needs. Performed to the standards required by NAPA to maintain our Autocare status. I,

also, participate in my NAPA business development group and elite owner support group. Service writer

for all cars, internal and customer owned. Estimating repairs using Alldata, NAPA prolink, Worldpac,

Mitchell, and ProDemand. I worked with all extended warranty companies to insure proper claim

procedures and payment.

In my IT capacity I was responsible for maintaining the entire network, all computers, virus removal,

phone and cloud PBX administration, all spread over 2 separate buildings.

1/2013-7/2013 QeH2

Business System Specialists

Provide managed IT support for clients in the Metro Denver area. Maintain desktop, server, and network

health. Provide desktop support and training to users. Monitor server health, backup schedule, network

operations and anti-virus operation. Configure networks, servers, and desktops for new users. Maintain

office hardware (printers, mobile phones, tablets, etc Provide single point of contact for all IT needs as

well as business and strategic planning needs.

5/10-12/12 ReSource, Inc.

10/11 – 12/12 I.T. Manager/ System Administrator

Manage low volume network, consisting of servers in a virtual environment. Provide desktop support to

staff with any issues their computers have, as well as upgrades, phone system issues, and printer issues.

Technical account manager and primary contact for one of the 4 franchises we service. Maintain website

uptime. Perform after hours server updates to avoid service interruption.

Install point of sale software systems for nationwide shipping companies.

Install operating systems and office products. Diagnose and repair hardware and software failures, both on

site and remotely. Provide network support for stores, handle tier II hardware support calls, use remote log

in for software and hardware installation and support issues. Maintain Inventory levels, vendor

relationships, and all ordering functions.

05/10 – 12/12 Shipping and Receiving Manager

Package all orders for shipment to customer location. Receive and distribute all incoming packages for

company. Maintain proper levels of shipping material and convention booths.

Projects

05/10-12/12 Reliable IT Solutions

Technician

Assemble workstations, CAD systems, and servers. Diagnose and repair servers, CAD, and workstations.

Load operating systems, both from images with Acronis, and from optical media. Perform all needed

updates, load all proper drivers, and ancillary programs (JAVA, Adobe, etc..) Verify proper operation of

entire product before shipping. Perform all shipping and receiving, stock and organize inventory, and

assist in ordering needed components.

4/09-8/09 Warranty Direct/Interstate National Dealer Services

Sales Rep.

Assist consumers with extended warranty needs. Educate customers on the technical terms in warranties.

Manage a database of 900 to 1200 customers. Maintain sales and call numbers from home office.

08/08-04/09 Warranty America/American Auto Shield

Senior claims adjuster

Handle incoming calls for mechanical breakdown claims from across the country. Provide customer

service for contract holders on disputes of for appropriate coverage. Negotiate claims outside normal

coverage context in the best interest of customer relations.

7/06-4/08 Warranty Direct/Interstate National Dealer Services

Sales Rep.

Assist consumers with extended warranty needs. Educate customers on the technical terms in warranties.

Manage a database of 900 to 1200 customers. Assist manager in daily operations and training. Assist

other reps. with specialized knowledge from my automotive background.

12/04-7/06 First Assured Warranty Corporation

Lead Claims Specialist/Claims Supervisor

Handle incoming calls for mechanical breakdown claims from across the country. Provide customer

service for contract holders on disputes of coverage. Set and take verbal field inspections. Train all new

claims adjusters, as well as supervise 5 trainees. Mentor new claims adjusters on a continual basis. Audit

claims for appropriate coverage. Negotiate claims outside normal coverage context in the best interest of

customer relations.

8/01-11/04 McDonald Volvo

Assistant Service Manager

Handle customer service write-ups; sell needed mechanical repairs, close

out and cashier finished vehicle repairs. Assist other ASM’s on daily basis. Supervise a team of 3

technicians.

6/98-7/01 Saturn of Aurora

Service Advisor

Handle customer service write-ups, sell needed mechanical repairs, and close out all repair paperwork on

finished vehicles.

11/95-6/98 Gebhardt Motors

Saab and BMW Service Advisor

Handle customer service write-ups, sell needed mechanical repairs, close

out finished vehicle paperwork. Assist Service manager with shop supply inventory, technician training

schedules, and manage CSI complaints.

1/93-11/95 The Oil & Lube Place

Technician & Service Advisor

Performed various mechanical repairs on all makes and models. Wrote service tickets, including billing &

ordering or parts, cashiering finished service tickets, delivering vehicles to customers. Managed inventory

of tune-up parts, filters, oils & fluids. Followed-up on warranty returns, labor claims for parts warranty

issues, core credits, and account errors.

COMPUTER & TECHNOLOGY SKILLS

● Dealertrack DMS, Reynolds & Reynolds, ADP, MaxxTraxx

● Alldata, Mitchell ProDemand, Identifix, NAPA Prolink, Worldpac SpeedDial

● Assembly of workstations and servers

● Windows desktop administration for various operating systems

● Network administration

EDUCATION

11/91-11/92 Denver Institute of Technology (now Westwood)

Associates of Applied Science in Automotive Technology

Graduated with honors (3.5 G.P.A.), directors list twice, and perfect attendance throughout.

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