Customer Service Manager

JEFFREY GLOVER______________________________________________

*** ********

Drive

Garland, TX.

75043

(214) 402-

0588

Summary: Seeking a position where I can utilize my Fourteen plus years of

supervisory and management experience with a growing company. Skilled

leader focused on delivering positive results while creating a strong

collaborative team environment. Exceptional written and oral communication

skills.

Education: Northwestern State University.

Bachelor of Science degree

Industrial Technology with emphasis in Industrial

Management

Employment:

Oct/10 to Present City of Dallas,

Equipment & Building Services

Fuel Supervisor

. Responsible for ordering fuel for various city facilities, including

fire stations, park departments, and police stations.

. Monitor fuel level inventories to ensure that a thirty day supply of

fuel is maintained at all times.

. Responsible for supervising fuel delivery drivers.

. Monitor daily fuel prices and validate vendor invoices for payment

processing.

Jun/08 to Oct/10 City of Dallas,

Strategic Customer Service

Call Center Operations Manager.

. Responsible for the daily activities of a 311 call center which in the

2009-2010 fiscal years had an intake of approximately one million

calls.

. Monitor and review monthly statistical reports that reflect the call

center's performance while consistently seeking new metric

opportunities to increase customer satisfaction.

. Supervise eighty plus employees that process incoming calls from

citizens for primarily non emergency issues. Ensuring customer

expectations and response time exceeds expectations.

. Responsible for handling and defusing all escalated calls in a timely

and professional manner.

. Develop and design policies/procedures for handling escalated calls to

defuse wait time and create greater efficiencies for customers calling

the center.

. Responsible for employee counseling, scheduling, creating employee

performance plans, performance reviews, conducting interviews, hiring,

terminations, and employee payroll.

Oct/06 to Jun/08 City of Dallas,

Equipment and Building Services

Payables & Fuel Manager.

. Supervise a staff of 7-9 individuals ensuring efficiencies and

timeliness of fuel deliveries and financial reconciliations.

. Responsible for accurate accounting and delivery of fuel from the

Vendor of record to the City of Dallas, average fuel cost totaling one

million dollars per month.

. Responsible for monthly reporting to accurately account for all fuel

coming into the City of Dallas providing delivery dates and sites of

fuel obtained.

. Responsible for am Annual operating budget of $18,000,000.

Oct/04 to Oct/06 City of Dallas,

Business Development and Procurement Services

Buyer III.

. Responsible for the servicing of over $24,000,000 worth of new

business in contracts for 2005 and over $45,000,000 of new business

for 2006.

. Responsible for the review of specifications, including conducting

bid meetings with vendors, evaluating bids, selecting the awarded

vendor, and monitoring vendor performance during the duration of the

contract.

Jan/04 to Oct/04 Morningstar Mortgage,

Loan Officer.

. Solicited business, assisted and educated customers in the approvable

of new home loans as well as refinancing.

. Requested credit reports to determine customers' approval rating and

responsible for submitting accurate loan packages to loan underwriters

for approval.

Nov/00 to Jun/03 Mannatech, Inc.,

Manager of Order Processing.

. Managed a call center of forty plus employees that processed

inbound/outbound calls.

. Responsible for creating/managing policies/procedures, reviewing real

time/historical reports in the Call Center Management System (CMS),

handling escalated calls, and completing performance reviews.

. Established the Winback Program, which was responsible for activating

over 50% of inactive customers and retrieving over $400,000 in

uncollected revenue.

Aug/99 to Nov/00 Mannatech Ltd.

Operations Manager.

. Managed an international startup/operation in the United Kingdom.

Responsibilities included managing the call center, the Distribution

Center, providing updates to key personnel at the Corporate Office and

also being a liaison between all three locations.

. Worked very closely with I.T. to identify areas of opportunity.

Identified distribution center consolidation opportunities and was

able to reduce overhead cost by 10%.

Mar/97 to Aug/99 Mannatech, Inc.

Customer Service Supervisor.

. Supervised a department that processed inbound calls regarding product

orders.

Feb/95 to Mar/97 Excel Communication.

Customer Service Supervisor.

. Supervised a department that processed inbound calls regarding long

distance service.

Apr/87 to Dec/91 Armed Forces.

Radio Communications and Forward Observer.

Computer Skills: Microsoft Word, Excel, Powerpoint, and various software

packages.

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