Customer Service Manager

FORREST N. JENKINS II

**** ******** ***** . ******** . ** . 29205

803-***-**** . abhn5z@r.postjobfree.com

BUSINESS MANAGEMENT PROFESSIONAL

Highly self-motivated and goal-oriented professional committed to

seeking positions in new business development, budget administration

and contract and procurement negotiation. Offer a 20-year track record

demonstrating strong analytical and problem solving skills with the

ability to follow through on projects from inception to completion.

Team based management style and excellent interpersonal and

communication skills.

PROFESSIONAL EXPERIENCE

STAPLES SHARED SERVICE CENTER, Columbia, SC 2010

Quill Credit Analyst

Responsible for determining credit worthiness of new and existing

customers, resolving credit issues, identifying fraud and collecting

on delinquent accounts.

. Analyzed orders held for credit card declines and suggested improvement

to eliminate total by 60%, increasing customer service levels and

decreasing labor devoted to this task.

. Automated individual productivity metric (orders worked) and trained

implementation to fellow employees, providing for real time measurement

using Microsoft Excel.

WIRELESS COMMUNICATIONS, Raleigh, NC 2007

Raleigh Business Manager

Responsible for customer invoicing, radio repair tracking,

radio rentals, technician scheduling and dispatching, receiving and

shipping inventory, service and installation contracts, budget

reporting and project tracking.

. Automated the tracking of radio rentals, eliminating financial

losses and achieving a positive income flow.

. Implemented work ticket process to reduce the number of unbilled

projects by 30% and increased monthly income.

. Improved inventory control, reducing losses by 20%.

. Managed a staff of three employees focused on implementing change

in processes to increase efficiency and improve compliance.

SCANA CORPORATION, Columbia, SC 1990 - 2006

Telecommunications Business Manager (1996 - 2006)

Responsible for negotiating and administering terms of

maintenance and services for all telecommunications contracts,

payables approval and distribution, cell phone provisioning and

billing and department operating and capital budget reporting.

. Led SCANA's first participation, including financial, legal and

bidding procedures, in the FCC Auction of MASA (radio frequency)

licenses. Obtained licenses in competitive bidding in nine

different areas which allowed for increased radio frequency

coverage and flexibility throughout SC and NC.

. Developed market based pricing models for radio and fiber optic

maintenance and services contracts in compliance with regulatory

guidelines.

. Optimized usage plans of 4,200 cell phones, resulting in savings of

$425K per year.

. Renegotiated long distance pricing contract, evaluating six qualified

providers and saving $325K per year.

. Managed a staff of six employees that focused on expanding their

skill sets through cross training, self-paced training, and

classes.

. Directed the development of electronic reports distribution and

archiving of individual and group cellular and wireless data usage

for managers. This conversion replaced a manual process, which took

at least 60 hours per month for distribution of individual reports.

. Introduced Blackberry and Good Technology to company demonstrating

the benefits of the ability to send and receive emails wirelessly.

This established the Telecommunications Group as the central

point of contact for all wireless voice and data needs.

. Automated telecommunications bill paying and distribution of charges

per Sarbanes Oxley guidelines.

Customer Service Analyst (1991 - 1996)

Responsible for developing and reporting department metrics,

operating and capital budgets, facilitating process improvement

teams, staff meetings and special project groups.

. Developed customer service costing models, which were used to

develop business case to hire contract meter readers saving $100K

per year.

. Implemented closed circuit television system to communicate to call

center staff.

. Revised emergency outage response procedures, which streamlined

staffing, and logistics of responding to customer service issues.

. Selected as a participant in the 1994 -1995 Retail Electric

Leadership Academy.

SCANA Professional Development Program (1990 - 1991)

Hired to learn the SCANA businesses with hands-on training. Visited

all of the operating groups of the corporation.

MIDLANDS TECHNICAL COLLEGE, Columbia, SC 2000 - 2007

Adjunct Professor

Instruct course in Advanced Voice and Data Communications each

semester.

. Developed course material and mastered teaching and presentation

skills.

EDUCATION

MASTER OF BUSINESS ADMINISTRATION - Owen Graduate School of Management,

Vanderbilt University, Nashville, TN - May 1986. Concentration -

Marketing and Finance

BACHELOR OF ARTS - Washington and Lee University, Lexington, VA - May

1984. Major - Economics

COMMUNITY INVOLVEMENT

Greater Columbia Chamber of Commerce

. Raised $150K in four years for the Total Resource Campaign finishing

in top three fundraisers each year.

. Executive Board Member of Information Technology Council (ITC) serving

as Palmetto Awards Chairman (3 years) tripling attendance and

making it a profitable event.

. Graduated from Leadership Columbia Class of 2004; selected as co-

chair of class project.

COMPUTER SKILLS

Microsoft Word, Excel, Power Point, and Visio

PROFESSIONAL EDUCATION/TRAINING

Management and Supervisory courses, Contract Negotiations and Billing

Auditing

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