Manager Customer Service

Jamie Poniatowski

***** ****** ****** ****** ******, FL 34787

Phone: 407-***-**** email: abip2u@r.postjobfree.com

Professional Profile: http://www.linkedin.com/in/jamieponiatowski

OPERATIONS AND CUSTOMER SERVICE LEADER

Providing Solutions, Delivering Process Improvements & Leading Team Revenue

Growth

Goal-driven Customer Service Manager with 17+ years of management

experience and consistent success in achieving revenue growth and cost

reduction. Strong leader and team player; excellent motivational skills to

build and sustain forward growth momentum while motivating peak individual

performance from team members. Expert niche ability to quickly determine

redundancies within, and between, departments in order to improve work

flow, costs, and customer satisfaction and retention.

Core Competencies

Problem Solving & Change Management Operations and Process Engineering

Team Building, Mentoring & New Systems Design/Development

Leadership

P & L Management Productivity and Efficiency Improvement

Customer Satisfaction Performance Management

Cross-Functional Team Leadership Regulatory Compliance Management

CORPORATE CONTRIBUTIONS

Massage Envy Spa 2010

Clinic Manager - Winter Garden, FL

Interview, hire, train and manage staff of 20-30. Assist franchise owner;

acting as liaison between the clinic owner and the clinic staff,

responsible for overall clinic performance including operations and

standards of client and employee care.

Williams Scotsman Inc. 1991 - 2009

CRM Business Analyst - Orlando, FL (2008-2009)

Assigned to Corporate strategic initiative to select global CRM platform

and define key implementation considerations. Document current business

processes through interview of Sales, Administration and Service staff and

make recommendations for improvements which would increase profits and

efficiencies. Utilized process engineering software tools and techniques

to provide regular briefings to Field Management, CRM Program Director,

and CIO. Discuss and recommend best practices and implementation in order

to obtain highest return on investment in order to maintain and grow

customer base. Improve work flow both internally and externally while

keeping within Sarbanes Oxley regulations and audit controls.

Selected Accomplishments

> Produced necessary work flow process mapping documents ahead of project

schedule requirements. Exceeded both internal and external customers'

expectations through exemplary interview process and documentation.

> Successfully completed all potential vendor software testing and

preliminary training ahead of schedule.

Branch Manager - Orlando, FL (2004 - 2008)

Managed 7200 unit mobile office and storage container fleet, with gross

book value of $96M; the largest of all 90+ North American branches.

Responsible for all staff, programs and $25 million operating budget

associated with achieving $15 million EBITDA (Earnings Before Interest

Taxes Depreciation and Amortization) annually. Directed the operation of

day to day activities while leading 10 sales/administrative staff and 19

service and transportation personnel. Excelled in building customer

relationships through consistent commitment to excellence, problem

resolution, and pro-active communication. Coached, counseled and

scheduled staff; resolved personnel issues in accordance with company

policies and labor relations in full compliance of local, state and

federal laws and regulations.

Branch Manager - Orlando, FL

Selected Accomplishments

> Improved budget achievement from 86% to 123% from 2003-2004 through

process and inter-departmental work flow improvements.

> Led team to achieve highest EBITDA for US Field Branch of $16M in 2006

fueled by increasing customer service initiatives and sales coaching.

> Negotiated cost reductions from three major vendors, each doing $1M+

annual business with the company.

> Awarded Sarbanes Oxley Award for top audit results among all 90+

branches by implementing a culture of work flow performance and

accountability.

Business Analyst - Baltimore, MD (2002-2004)

Assisted Information Technology Programmers in the design, development and

training of company built Order and Billing Management software. Research

and analysis of work flow, policies and procedures within the Field

Operations and Corporate Departments and recommend improvements to ensure

customer satisfaction both internally and externally. Work with Training

Department in the development and implementation of training materials.

Acted as a Help Desk reference upon implementation of new software program.

Selected Accomplishments

> Member of cross-functional project team that delivered order and

billing software solution on-time and on-budget.

> Supported annual billings of $500M+ in lease and sales revenue.

Selling Branch Manager - Milwaukee, WI (1997-2002)

Opened a new Branch Office; surpassing all start-up goals in spite of

challenges of no vendor base for service, transportation and setup of

units; and no initial staff. Designed and furnished office building within

capital expenditure budget. Obtain new vendor base, negotiated pricing and

ensure quality workmanship for cleaning, repairing, transporting and setup

of units. Exceed customer satisfaction and budgeted profit margins.

Interview, hire and train service and administrative staff. Ensure the

resolution of day-to-day administrative management problems whether

procedural, technical, or of a human resource nature.

Selected Accomplishments

> Achieved over 100% of budget goal each year of the 5 year time frame

and provided exemplary service for clients, leading to stronger

portfolios and excellent retention.

> Service Manager was recognized as top Service Manager that year out of

94 managers within first year of training and mentoring.

> Grew units on rent from zero to 300 through effective marketing, sales

and operations management strategies within the first year.

Branch Administrative Manager - West Chicago, IL (1991-1997)

Managed the operational and fiscal activities of the administrative

department to include: staffing levels, budgets, and financial goals. Plan

and develop systems and procedures to improve the operating quality and

efficiency of the department. Perform supervisory duties involved in

training, performance evaluation, and employee selection of the

administrative staff. Interface with customers to resolve accounts

receivable or service issues and to assist the corporate collections

department.

Selected Accomplishments

> Awarded the Branch Administrative Manager of the Year Award in 1996; by

exhibiting the most improved processes and having the fewest errors

among 91 managers in North America.

> Reduced Administrative costs year after year by 10 to 24% through

effective P&L management, leadership and professional growth of

administrative staff.

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