Manager Customer Service
Resume:
Gregory A. Pena *** Magnolia Place Drive ( Senoia,
GA. 30276
Home: 770-***-**** ( Cell:
E-mail: ****.****@*****.***
Seeking Employment to Incorporate Broad-Based Skill Set
30+ Years of Experience in Call Center, Service, Quality and Training
Year-Over-Year Portfolio of Service Development Success
Results-focused, quality-driven professional with extensive experience in
business and operational development positions, demonstrating consistent
achievement of objectives, customer service driven, quality minded, diverse
training skills, with dedication to organizational goals.
Core Knowledge & Skill Areas:
Extensive Service In-depth Quality Assessment Process Redesign /
History Streamlining
Service Strategies / Goal and Objective Driven Ethical Principles
Solutions
Global Business Analytical Thinker Customer Quality Standards
Practices Leadership Qualities Team Training & Mentoring
TQM Trained
Relevant RINNA AMERICA CORPORATION, Peachtree City, GA
Experience 2007 - 2010
TRAINING MANAGER (April, 1997 - November 2010)
WARRANTY MANAGER (2008 - 2010)
Held full responsibility for creation and implementation of product
application, sales, installation and service training
presentations. Managed internal training team and corporate
training facility. Managed multiple product category warranties.
Identified and reported product component qualities issues via
quality reporting systems. Maintained personal rapport and win-win
relationships with both customers and consumers. Managed monthly
and annual departmental budgets. Selected Accomplishments:
Created diverse training presentations for all product categories
that encompassed features and benefits, applications, sales, and
detailed service procedures.
Managed the product warranty team including the review and approval
of warranty and non-warranty issues. Through product quality and
reporting processes, maintained a quality standard of .25% of
overall sales within the US and Canadian markets.
Integral product concept team member with insight of application
and serviceability through customer and technical support groups.
Reviewed life cycle testing data in an effort to identify customer
and technical service and maintenance requirements.
JC ROSE and ASSOCIATES, Greenville, SC
2006 - 2007
OPERATIONS MANAGER
Oversaw all aspects of facility operations, shipping, receiving,
customer and business inventories, managed all logistics in
compliance with International Trade Show requirements, negotiated
annual local and national freight contracts. Created standards
for vendor warranty compliance and invoice approval and
processing. Managed monthly and annual departmental budgets.
Selected Accomplishments:
Managed logistics of 50,000 sq. ft. warehouse that encompassed
short and long term storage of trade show exhibits and supplies.
Coordinated single and multiple load shipments of trade show
exhibits and support materials.
Established detailed warehouse inventory matrix, thus improving
fulfillment requirements. Managed monthly and annual departmental
budgets.
Gregory A. pena
Page 2
Professional Experience Continued...
TECHTRONIC INDUSTRIES, Anderson, SC 1994 - 2006
TRAINING MANAGER (1994 - 2006)
B2B / B2C BUSINESS MANAGER (2001 - 2006)
Implemented 3,000 sq ft hands-on corporate training facility that
encompassed existing and new product sales, application and
service training.
Created and conducted diverse training programs for customer and
technical service departments. Established monthly, quarterly and
annual hands-on training programs for 300 associates that
established product knowledge and expertise of power tool and
lawn and garden equipment. Selected Accomplishments:
New product design, safety and quality team member. Instrumental
in functionality, safety and operation of all product categories
to ensure that each product adhered to the engineered life cycle
requirements. Managed monthly and annual product quality
benchmark meetings for key customers. Negotiated component and
product warranty compensations while adhering to established
budgets guidelines.
Implemented e-commerce parts ordering business for customers,
consumers and service entities.
Established and conducted customer service, technical and sales
training programs. Instrumental in the expansion of customer and
technical expertise that was instrumental in the associate's
career development.
Invented a $2.00 service component that saved the business 36M to
repair products instead of a recall replacement.
SEARS ROEBUCK AND COMPANY, Hoffman Estates, IL 1990 - 1994
SERVICE MANAGER - LAWN AND GARDEN EQUIPMENT
NATIONAL TRAINING MANAGER
Service manager for snow removal equipment, rototillers, 2-cycle
and 4-cycle engine manufactures. Established and managed
manufacture quality benchmarks that complied with monthly and
annual budgets. Traveled to manufacture test facilities to manage
and participate in quartile benchmark and product life cycle
reviews.
Managed 12 corporate trainers at the national training facility.
Created corporate and branch training for HVAC, laundry,
refrigeration and lawn and garden training programs.
Managed monthly and annual training reports at a corporate level,
while adhering to corporate guidelines, safety and industrial
licensing requirements.
MAXSERV, Scottsdale, AZ 1990 - 1985
CALL CENTER MANAGER
Combined management of 200 call center associates. Managed 160
service technicians and 40 customer service representatives.
Established call center metrics for each service group to improve
employee productivity, while achieving high client service levels.
Expanded the annual call volume that exceeded 2.5M calls through
extensive training of the customer and technical service groups,
effective call handling and quality order processing procedures.
PROFESSIONAL DEVELOPMENT
Committee Member - National Association of Home Builders (NAHB)
Building Codes, Energy Compliance
2010 American Management Association, Atlanta, GA.
180 Credit Hours, AMA Leadership Training (non-degree)
Contact this candidate