Manager Customer Service

David S. Beck

**** ******** ***, *** * ( Miami, FL 33129 ( Phone: 786-***-****

(*********@*****.***.**

CUSTOMER SERVICE

o Team Player (Carry my load, share my experience, help whenever I can,

listen and engage)

o Team Building (Caring, pride, hard work, communications, honesty and

ownership)

o Proactive (always looking for what needs fixing or to improve the job)

o Lead (by example with objectives, logic, reason and confidence)

o Don't need a lot of supervision (If there isn't a plan I'll make one)

SKILLS

* CURRENT:

* MS Windows XP - Microsoft

* MS Office 2007 - Microsoft

* Preparing Proposals

* Problem Solving - Kepner Trogoe

* Decision Making - Kepner Trogoe

* Negotiating Skills - Reuters

* Negotiating Contracts

* Giving Presentations

* Project Management - Kepner Trogoe

* Budget Planning and Management

* Managing Change - Reuters

OTHER EXPERIENCE:

* Technical Training Operations

* Customer Service Operations

* Generating Business Plans

* Operating Profit Centers

* Quality Assurance Operations

* Corporate structures - Reuters

* Technical Support Operations

* Field Service Operations

* Logistics/ Parts/Warehouse Control

* Repair Center Operations

* Communications Networking LAN/WAN

EXPERIENCE

2005 - 2006

Getronics

TAC Team Manager (NMS - 4mos) Improved Bingo (SLA) from 4.27 to 4.55,

Formed team to improve Analyst hiring, wrote Duty Manager P&P

MSD Team Manager, Global Service Center (Solvay, DSM NA, GISD, Status

Desk, AHST and Field Dispatch - 5mos) Meeting SLAs, clarifying scope of

team responsibilities, fast track training, empowering team members.

Proposing awards program, Team Leads working with metrics and

mentoring.

2001 - Mar. 2005 GE (GXS>Ddemesis)/SOFTTEK

International Help Desk/Call Center for B2B internet services for auctions

and catalog systems.

Team Leader - Responsible for keeping team metrics within Six Sigma

limits.

1999 - PRESENT COMMUNICATE LANGUAGE

SERVICES

Translation services.

Owner

1988 - 2002 SOMOS ETIQUETAS, S.A.

DE .CV.

A selective label printing company in Mexico (dissolved, litigation with

partner)

Director of Operations (Owner)

1981 - 1990 REUTERS INFORMATION SERVICES,

INC.

The leading electronic distributor of news and financial information

services in the world

Regional Support Services Manager - Technical Support for the Western

Hemisphere.

Directed the Repair Center, QA, Central Warehouse, and Technical

Training.

o As Regional Support Services Manager for the Western Hemisphere

I introduced a Repair Policies and Procedures Manual that

reduced defective inventory by $5M. Over $2M was returned to

stock while obsolete inventory was reduced from over $3M to

virtually zero.

o Developed a training department that presented 10 new bi-lingual

courses in 13 months freeing the region from a costly dependency

on London for training.

o Started the first Disaster Recovery Plan for the Subscriber

Services Network, North American Region.

o Instituted a tough QA Program that reduced installation failures

from 30% to less than 2%.

o Designed and implemented a national call center for reporting

problems and dispatching support.

o Managed a project to build a new modern FIFO warehouse interior

and relocated with no shutdown.

1977 - 1981 PERIPHONICS CORPORATION - Southwestern Regional

Manager

1974 - 1977 BANCOMER, S.A., - Mexico City, Mexico - In House

Consultant

1973 - 1974 PERIPHONICS CORPORATON - Manager, Mexican Operations

1970 - 1973 UNIVERSITY COMPUTING COMPANY - Field Engineer

1968 - 1970 LIBRASCOPE - Technical Representative

1964 - 1968 UNITED STATES NAVY - Submarine Service

EDUCATION

Pre Engineering Miami Dade Community College

U.S. Navy - Submarine Service - Electronics (Equal to AE)

U.S. Navy - Submarine Service - Qualified on SSBN and SSN vessels

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