Customer Service Manager

Alvin E Colbert

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

Wellington, Florida 33414

Phone: 561-***-****

Cell: 561-***-****

E-Mail: **********@***.**.***

Executive Summary

. Division-level manager with 15 years of managerial experience. Strong

strategic-planning and people-management skills.

. Experienced Customer Service Management professional with strong

leadership and relationship-building skills.

. Accomplished Manager with extensive experience in front-of-house and back-

of-house operations. Proven ability to cut costs and decrease staff

turnover.

. Skilled Operation Manager with solid experience managing all levels of

multiple projects including budgeting and administration.

Core Qualifications

. Budget development, allocation and monitoring

. Change management

. Successful with staff development

. Big-picture focus on company goals

. Solid experience managing cross-functional teams

. Demonstrated ability to manage internal and external customer contacts.

. Background in customer contact management, with strong ability to

communicate with all levels of an organization.

. Strong ability to execute based on strategic objectives

Professional Experience

March 2010 to Current

City of Lake Worth

Lake Worth, Florida

Customer Service Manager

. Responsibilities include:

. Responsible for all customer functions for the City of Lake Worth's

Utilities Department, including call and walk-in support, as well as

written communication and community speaking and interaction.

. The preparation of budgets for all responsible departments and

ensuring proper spending and accounting of the budgets.

. The creation and enforcement of policies designed to support the

efficient operation of the utility.

. Managing and auditing of written materials, (reports, correspondence,

and technical data).

October 2005 to March 2011

January 1998 to January 2005

January 1992 to January 1998

. Providing technical assistance and training to customers, other

agencies and fellow employees as needed, and communicating revenue

related issues throughout the utility.

. Utilize innate and developed skills to research, analyze, propose

solutions, develop good rapport, and bring projects to completion

under time and budget constraints.

The City of Lakeland - Lakeland Electric

Lakeland, Florida

Revenue Manager

. Implemented innovative programs to increase employee satisfaction

resulting in a 40% reduction in absenteeism.

. Defined strategy and business plan for Revenue Management division of

Customer Service; including customer billing, contact, and

collections, as well as the management of third party contractual

relationships.

. Developed and rolled out new policies related to all processes within

Revenue Management.

. Exceeded company objectives reducing uncollectible debt as a percent

of revenue, improving from 0.57% to 0.34%.

. Managed team of 24 of professionals.

. Partnered successfully with Legal, Finance and Information Technology

Departments, to eliminate errors in record-keeping, resulting in

successfully meeting all requirements of internal and external audits.

. As Privacy Officer, managed the development of the company's Federal

Trade Commission mandated Red Flags Policy, as well trained, coached

and mentored staff to ensure smooth adoption of same.

The City of Orlando

Orlando, Florida

Wastewater Billing Supervisor

. Increased profits by developing, initiating, and managing a revenue

recovery program.

. Directed strategic initiatives to achieve balanced budget.

. Developed and rolled out new policies.

. Managed and audited written materials, (reports, correspondence, and

technical data).

. Supervised office staff in areas of billing and environmental

inspection and compliance.

Environmental Specialist

. Performed field inspections and audits to insure customer compliance

with applicable City codes and regulations.

. Provided technical assistance and training to customers, other

agencies and fellow employees as needed.

. Built rapport with consultants and other agencies (private and

governmental), concerning matters of compliance and problem

resolution.

. Managed and administered the City's Credit Meter Rebate Program.

January 1982 to January 1992

Seminole Electric Cooperative Inc

Palatka, Florida

Sr. Chemistry Technician

. Acted as full charge Plant Chemist while Plant Chemist was temporarily

reassigned.

. Coordinated the collection, preparation, analysis and reporting of all

environmental compliance sampling.

. Interacted with governmental regulatory agencies concerning matters of

permit requirements and regulatory compliance.

. Developed new procedures, policies and directives, as necessary, to

insure continued compliance with regulatory requirements.

. Collected data and performed research necessary to recommend solutions

to problems that resulted in periods of temporary noncompliance.

. Provided training, assistance and direction to Chemistry Technicians

in the performance of their assigned duties and their quest for

advancement.

Education

1978 Florida A & M UNIVERSITY

Tallahassee, Florida, USA

Political Science and Public Management

Bachelor of Science

Aug.2000 University of Phoenix

Orlando Campus, Florida, USA

Business Administration

Master of Business Administration

2012 University of Phoenix

Online, Arizona, USA

Business Administration

DBA anticipated 2012

Specialization in Leadership Studies.

Contact this candidate