Customer Service Management

Rob Lively

**** *. *** **

Terre Haute, IN *****

Home: 812-***-**** *************@*****.***

PROFESSIONAL SUMMARY

Business professional with 20 years of experience combining project

management, customer service, restaurant service, and team management.

Adept at leading teams while also working independently creating business

solutions. Using broad technical knowledge and experience, develops

effective problem solving solutions that support business initiatives,

regardless of role. Reputation as a resource that sees 'the big picture'

and will move initiatives to market quickly and accurately. Expertise

includes:

. Leading development and support teams in meeting the needs of

customers and end users.

. Strongly versed in problem solving tactics and project management

techniques.

. Well versed in full-service restaurant operations.

PROFESSIONAL EXPERIENCE

CRACKER BARREL, TERRE HAUTE, IN

2008-Current

Par IV Server / Trainer 2008-Current

Server with excellent record of attendance, customer service, quality

performance, and teamwork. Have established a reputation as a leadership

team member that will always perform above and beyond the expectations of

management. Accomplishments include:

. Obtained Grill line Par I to increase restaurant operations

knowledge and assist in grill line staffing shortages.

. Became server trainer in 2010 to assist management in effort to

decrease turnover and increase new hire productivity.

. Consistently exceeded performance expectations and always puts

customer experience first.

DIRECT BRANDS, INC. (FORMERLY COLUMBIA HOUSE), Terre Haute, IN

1990- 2010

I.T. Developer / Manager 1998

- 2010

Managed group of software developers, from multiple facilities, supporting

Marketing promotion initiatives, both online and offline for North

America's leading direct marketer of entertainment media. Product lines

included BMG Music Club, Columbia House DVD Club, & BookSpan.

. Oversaw and successfully completed 15 month conversion of

facilities supporting music and video into the overall Book IT

infrastructure required by purchase of Bookspan / Book of the month

in 2007. Continued to support video business while coding and

testing and coordinating conversion of data and rules and functions

over to the book system.

. Managed I.T. support behind the promotional mailings and e-mails

across all product lines including Music, DVDs, and Books in

support of our Marketing group's initiatives.

. Performed all management/administration of technical staff,

including time tracking, annual reviews, scheduling, and overall

personnel support.

Customer Service Specialist 1990 -

1998

Handled wide variety of customer issues including answering inquiries,

processing orders, and resolving complaints from customers of the Columbia

House Music club

. Consistently exceeded productivity and quality requirements,

receiving above average performance reviews.

EDUCATION

Indiana State University B.S. in Computer Science / Math Minor. December

2004

Terre Haute, IN Cum GPA 3.9 / 4.0 scale.

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