Customer Service Manager
Resume:
Nelson Land
Phone: 480-***-****
E-mail: **********@*****.***
I have worked at American Traffic Solutions for a few years and have learned a lot. I’ve had the
p leasure of working with some of the most talented and creative people in my life. In my short time
here, I have gained a detailed understanding of how our internal applications are created and
administered.
I used data to look for processing opportunities in house and addressed many issues with Issuing
A uthority data processing errors. I worked diligently to fix the errors at its source. Using contacts I
developed over the years, I was able to streamline the dispute process and provide detailed error logs
to IA's to assist in accomplishing these goals. I worked with Development Staff, keeping Accounting,
Customer Service and the iFacs business variables in mind during every new process implementation.
One example was the creation of the Pending Toll Queue where I systematically t ransformed a loss
i nto profit (very substantial in maximizing our profit potential). I designed the accounting
Reconciliation Reports and process, the Customer Service Screens have Application Notification, the
V iolations are disputed and the data is uploaded into the PlatePass Database for billables.
I created a multitude of scenario driven processes and policies. I gave many advanced t raining classes
to every Customer Service Agent, Supervisor and Lead; with PowerPoint Presentations, Tolling
Background History and Q&A Sections. I have met with Supervisors weekly to discuss Toll Authority
I ssues, Consumer Complaints, Policy Review and opportunities for improvement. I performed audits
and analysis of Customer Service Actions; then used the data to create new Company Policies and
P rocesses, maintaining the highest level of Customer Service. I "Indirectly" Managed the Customer
Service Staff and Operations Department with Policy Enforcement, Business Solutions, Software
E nhancement, High Level Dispute Resolution and Business Direction.
I have a great understanding in a slew of internal development processes. I am proficient in the QA
environment, as I have used this environment many times to create process t raining documentation;
as well as to test many new functionalities and screens for both our PlatePass and BPA Application
teams. I have learned a lot from my peers and different experiences ranging from Restaurant
M anagement, Inventory Control Management, Many years in Shipping and Receiving, Accounting,
Help Desk Information Technology, Solar Power Systems (Distribution, Analysis and B.O.M) and
Warehousing. However, I greatly enjoy learning and am ready to join your team.
P lease consider this letter and corresponding resume as my formal interest in speaking with the
H i ring manager, for placement opportunities.
Thank you for your time.
Best Regards,
Nelson Land
Nelson Land
1817 N Dobson Rd
Phone: 480-***-****
E-mail: **********@*****.***
Objective
To obtain the additional knowledge I need for my long term goals, while meeting the needs of the
business as a valued team member.
“Walls are not put up to keep us out. They are there to prove to ourselves how badly we want in”
– Randy Pausch
Education
Graduated with honors (May 1996)
• Glendale High School
Experience
Coordinator (June 2008 – present)
PlatePass, LLC. (Scottsdale, AZ.)
• Process and Policy creation, implementation and documentation – Driving maximum profit potential and
business longevity, through data and cost benefit analysis.
• Training and Training Document Creation
• Upper Level Customer Support
• Work with Software Engineers to design Application and Reporting enhancements to meet business needs.
• Primary point of contact for Commercial Services clients
• Monitor/research violation/toll processing to ensure accuracy and timeframe
• Identify fleet-vehicle violation and toll processing issues and collaborate with internal teams to find resolution
• Execute new client launches; supporting the implementation phase through go-live
• Manage client deliverables (ensuring reports, information and updates are provided within the expected time
frame)
• Field calls from external suppliers, clients and customers; resolving escalated issues
Operations Manager (October 2006 – June 2008)
TMC Pacific Aircraft (Scottsdale, AZ.)
• Created and managed a vast number of new business processes and policies to maximize efficiency and
profits.
• Created and designed a number of reports in M.O.M software to give the management staff a transparent
visibility of the business overall health.
• Training and Training Document Creation
• IT Helpdesk/ Network Administration/ VOIP Phone System Set up and maintenance.
• Shipping and receiving – Multi pick up/drop off coordinating, QA Shipments, Shipping Confirmations and all
related reporting.
Notes
• Creative approach for problem solving
• Aptitude for learning new software, processes and functions
• Analyzing the molecular level of an issue, while embracing a pragmatic approach to achieving a goal set forth
by the business.
• Proficient with Microsoft Products 2003 and 2007
References are below
Nelson Land
1817 N Dobson Rd
Phone: 480-***-****
E-mail: **********@*****.***
Reference List
Philip Underhill
Vice President of Program Management
PlatePass, L LC.
American Traffic Solutions
******.*********@*****.***
****.*********@*********.***
Judd Sopoci
Account Manager
Fleet Management Solutions
American Traffic Solutions
****.******@*****.***
Penny Warring
General Manager
Warring Tribes, L LC
TMC Pacific Aircraft
Vince Graziano
Assistant Controller
Commercial Services
American Traffic Solutions
480-***-**** ext. 4913
*****.********@*****.***
Contact this candidate