Manager Customer Service
Resume:
Allen Lee
Northridge, CA *****
*********@*****.***
Qualification Summary:
? Strong background in operations and customer service management
? Proven ability to manage multiple tasks, projects, and
assignments simultaneously
? Proven ability to quickly learn and utilize new methods,
systems, and technology
? Hire, train, develop, motivate, coach, evaluate and retain
qualified staff
? Quality-oriented professional with a reputation for service,
satisfaction, and results
Professional Experience:
Jaroth Inc., PTS
Operations Manager (August 2007 - August 2010)
? Set up new operations from ground up in So. Cal., and
Connecticut
including set up new facilities and recruiting. Managed
the growth that was more than double in size in So. Cal.
within 3 years.
? Trained and developed operational staff including managers,
supervisors, field technicians and warehouse personnel;
performed evaluations.
? Managed technicians in So. Cal., No. Cal. and Connecticut;
planned and prepared work schedules, dispatched work
tickets.
? Managed warehouse staff on inventory control, production,
assembly, test, repair and refurbishment, shipping and
receiving.
? Managed contractors in different states, negotiated
prices, audited the quality of their work and inventories.
? Managed fleet purchase, maintenance and repairs.
? Negotiated with different suppliers for best prices on
parts, supplies, and distribution of products.
? Successfully handled various projects working with AT&T,
Verizon, LAX, Burbank Airport, Ontario Airport, John Wayne
Airport, San Diego Airport, UCLA, Getty's, various
hospitals and other accounts.
? Reviewed activity reports and other performance data to
measure productivity and goal achievement and to determine
areas needing cost reduction and improvements.
? Established and implemented departmental policies, goals,
objectives, and procedures; also had full P&L
responsibilities for the So. Cal., No. Cal., and
Connecticut hubs.
Intera Group Inc., NSC
Operations Manager (May 1999 - August 2007)
? Managed help desk/dispatch department
? Managed IT staff using proprietary software on programming
of equipment.
? Managed technicians and warehouse staff in So. Cal.;
planned and prepared work schedules.
? Interviewed, hired, trained and dismissed operational
staff; performed evaluations.
? Managed fleet maintenance and repairs.
? Streamlined processes and procedures so that all service
levels were met with regard to internal and external
customer expectations.
? Negotiated with different suppliers for best prices on
parts, supplies, and distribution of products.
? Managed all financial planning, budgeting, forecasting and
cost analysis functions.
? Interfaced with senior management to develop short/long
term organizational goals, objectives.
Starnet
Operations Manager (January 1989 - May 1999)
? Received rapid promotions into positions of increased
responsibility to Operations Manager, from earlier
positions that include Service Manager, Dispatcher.
? Managed technicians in So. Cal.; planned and prepared work
schedules, dispatched work tickets.
? Managed warehouse staff on inventory control, production,
assembly, repair and refurbishment, shipping and receiving.
? Managed fleet purchase, maintenance and repairs.
? Interviewed, hired, trained and dismissed operational staff
including both field technicians and warehouse staff;
performed evaluations.
? Negotiated with different suppliers for best prices on
parts, supplies, and distribution of products.
? Developed and managed performance pay incentives
? Generated reporting, managed budgeting, forecasting and
cost analysis functions.
? Created and implemented new operational systems and
procedures to streamline the processes and boosted
productivities.
Education:
Associate degree in Electronics Engineering
Bachelor degree in Automated Manufacturing Technology
Computer skills:
MS Office programs (Excel, Word, Access, PowerPoint, Outlook, and
Mappoint)
References: Available upon request
Contact this candidate