Customer Service Manager

MATHEW L. WHALEN

*** *. ****** ***** **. . Allen, TX 75002 . Cell 214-***-**** .

*********@***.***

CONSTRUCTION,

FACILITIES and PROPERTY MANAGEMENT

PROFILE

Self-motivated Operations Manager with over 10 years of experience in

Facilities Management, Property Management and Construction. Expertise lies

in ability to organize, plan, implement and problem solve. Known for strong

work ethic, professionalism and customer awareness. Strong communication

skills and team player.

SUMMARY OF KEY STRENGTHS

Budget Development Strategic Planning Inventory

Management

Operations Manager Trainer/Leader Project

Management

Process Improvement Customer Service Scheduling

CAREER HIGHLIGHTS AND ACHIEVEMENTS

Successfully consolidated all facilities services under one department.

Standardized copier equipment, office and cubicle furniture. Installed

light and equipment timers. Assumed acquisition of office furniture and

cubicle rearrangements. Budgeted security in house. Outsourced some postal

services. IMPACT: Reduced annual energy costs and storage space needed for

furniture. Improved staff efficiency and morale. Increased response time

for internal employee moves. Reduced security, postal and copier costs.

Implemented paper recycling program. Selected the company that best fit our

requirements while bringing income into the cost center. IMPACT: Reduced

annual budget expenses with recycling income.

Enhanced the Health Club by adding weekly masseuse therapy and organizing

volley ball games during lunch hour. IMPACT: Employees liked the additional

benefits; and were more relaxed, relieving stress, thereby increasing

efficiency. Employee comradery was increased, which increased job

satisfaction.

Installed new garbage removal equipment. Analyzed several types of

equipment and determined the equipment best suited for given location. Made

arrangements to lease. Arranged for electrical to be installed. IMPACT:

Reduced annual garbage removal costs.

Recommended improvements to current software to make it more user friendly.

IMPACT: Successful integration into the next new version of the software

and made the software easier to use.

Led acquisition of four smaller companies. Initiated negotiations and

outlined terms of agreement. Handled transfer of funds and ownership.

Determined timeline of assigned tasks necessary for a smooth transition.

IMPACT: Successful transition, generating more monthly revenue with a

larger customer base.

Maintained oversight of company operations. Assured collections by accounts

receivable, payments by accounts payable, monthly employee withholding

payments, truck fleet repairs and more. IMPACT: Remained on budget and

reduced repair costs.

EDUCATION

High School or equivalent - Auto Mechanics - High School - Dallas, TX

Xactimate training - Construction estimating program

A.M.A- course on office space planning.

B.O.M.A., R.P.A. courses I and 2, The Design, Operation and Maintenance of

Building Systems.

B.O.M.A. sponsored course in HVAC.

Real Estate Principles 1, 2, and 3. - Commercial College, Inc. - Dallas,

Texas.

Johnson Controls Building Managers course on the operation of their

controls.

National Chemsearch course in the principles of turf and grounds

maintenance.

Various seminars:

Creative Problem Solving Interaction Management

Leadership Management Information Mapping

MATHEW L. WHALEN

790 W. Blondy Jhune Rd. . Allen, TX 75002 . 214-***-**** .

*********@***.***

CONSTRUCTION,

FACILITIES and PROPERTY MANAGEMENT

OBJECTIVE

To transition my experience in Construction, Facilities Management,

Properties Management into a progressively responsible position where my

focus on Operations and Customer Service will effectively serve the needs

of the organization.

_________________________________________________________________________

SUMMARY OF KEY STRENGTHS

Budget Development Strategic Planning Inventory

Management

Operations Manager Trainer/Leader Project Management

Process Improvement Customer Service Scheduling

PROFESSIONAL EXPERIENCE AND ACHIEVEMENTS

Classic Construction and Restoration, Inc. Garland, Texas 2007 -

Present

Account Manager

. Manage various residential and commercial construction projects. Consult

with clients and develop estimates for construction work, contracts

signed, funds collected, and schedules are developed to begin the

project.

. Budget and project management. Contacting new prospective customers.

Documentation of all correspondence with client. Develop contract

disclaimers. Oversight of sub-contractors. Communication and negotiation

to settle claims with insurance adjusters.

. Communication with the client through voice, fax and email, throughout

the entire construction process are key daily elements to a successful

project. Strategic planning. Direct sub-contractors. Develop estimates.

Follow up on previously unaccepted estimates.

Globaltec Solutions Addison, TX 2002 - 2006

Senior Sales Rep

. Responsible for monthly software sales in excess of $70,000. Assisted

new sales force with training of company tools and programs.

. Team leader for sales retention discussions resulting in additional

annual revenue of $2 million. Responsible for training others to use

the software. Authored and developed power point presentation for annual

trade show. Recommend software upgrades.

. Demonstrated software to prospective clients via web conferencing.

Contacted minimum of 20 prospective clients daily to set up software

demonstrations. Verified all information and signature were correct.

Mathew Whalen Page Two

I.E.S.I. McKinney, TX 2000 - 2002

Division Manager

. Managed $5,000,000 annual revenue office with oversight of 15 employees.

Consolidated customers of two companies and developed new routes.

Successfully stayed within monthly budget and improved customer

collections.

. Responsible for accurate daily route completion. Compiled monthly

revenue reports for regional office. Increased employee leadership and

morale. Oversaw OSHA trucking regulations and safety procedures.

Responsible for maintenance and repairs of 12+ trucks.

. Reviewed skipped customer list and rectified. Approved office

expenditures. Hired new employees. Communicated budget with regional

office. Employee interaction. Customer relations. Customer collections.

Oversight of accounts payables and receivables.

M.S.I. Allen, TX 1989 - 2000

Owner

. Managed operations of $1,000,000 annual revenue business with routes

within 3 counties with oversight of 6 employees. Increased customer base by

35% by initiating discussions and acquiring three smaller companies.

. Responsibilities included acquisitions, customer relations, accounts

receivable/payable, budgeting, monthly employee tax withholding,

monthly invoicing, fleet repair, equipment purchasing and advertising.

Reduced invoicing postage by 20% by adding presort capabilities.

. Communicated with customers starting new service, gave quotes for

additional service or followed up on customer collections. Updated routes,

repaired equipment, oversaw invoicing, and ensured accounts

receivable/payable were up to date.

S&A Restaurant Corp Dallas, TX 1983 -

1989

Facility Services Manager

. Facilities services department. Managed 250,000 square feet of office

space housing 450 employees for the corporate office of a major

restaurant chain, with oversight of 17 employees.

. Responsibilities included employee relocation, all internal moves and

rearrangements, modular furniture inventory, furniture acquisition, sub-

tenant relations, security, mailroom, copy center, receptionist,

maintenance, health club and cafeteria.

. Responsible for Facilities Services accounts receivable/payable;

furniture acquisition; FF&E (Furniture/Fixtures/Equipment); departmental

design and rearrangements; employee interviews and hiring as well as

training and morale. Managed vendor interviews and selections; security

issues; tenant relations and representative for leasing issues.

Rogers & Company Dallas, TX 1981 - 1983

Property Manager

. Dallas representative to Houston based real estate development and

investment firm. Managed 360,000 square feet of office space.

. Responsibilities included building maintenance, negotiations of all

service contracts, selection and supervision of contractors for all tenant

finish out work and capital improvement projects, supervision of accounts

receivable/payable, tenant relations and legal issues.

. Oversight of building repairs and maintenance. Responsible for tenant

relations and security issues. Met prospective tenants and offered sales

information and tour of the building.

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