Customer Service Manager

Wesley A. Marme

**** ******* ***** ***** • Flint, Michigan 48507 • 810-***-****

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

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Objective: To obtain a position utilizing my supervisory and customer service

experience and my ability to motivate teams and individuals to exceed

expectations through positive reinforcement.

Experience: Dish Network - Detroit, Michigan

Field Service Manager

March 2009 – July 2010

As a Field Service Manager, I reviewed the productivity of 11 technicians

on a daily basis to ensure accuracy and compliance with established

procedures. Determined workload and procedures for team members,

prepared work schedules, and expedited workflow. Studied and

standardized procedures to improve the efficiency of my team. Traced

history of unresolved issues to determine reasons for errors or needed

corrections and recommended remedial actions to resolve discrepancies.

Other responsibilities included interviewing, hiring, and training

employees; planning, assigning, and directing work; appraising

performance; rewarding and disciplining employees; addressing

complaints and resolving problems. Advised employees on daily work

productivity levels and conducted weekly meeting with team members.

Quality Assurance Specialist

November 2008 – March 2009

Field Service Specialist II - Lead Tech

March 2006 – November 2008

PMCI - Detroit, Michigan

Infrared Thermographer

July 2004 – January 2006

Inspected electronic systems, assemblies, subassemblies, components

and parts for conformance to specifications.

Schindler Elevator/Otis Elevator - Michigan

Elevator Constructor

July 1999 – March 2004

Assembled and installed electric and hydraulic freight and passenger

elevators, escalators and dumbwaiters, determining layout and electrical

connections from blueprints.

Education: Baker College

Flint, Michigan

1998 – 2000

Business Management

Skills: Read and interpret documents such as safety rules,

operating/maintenance/procedure instructions.

Write routine reports and correspondence.

Speak effectively before groups of customers or employees of an

organization.

Solve practical problems and deal with a variety of concrete variables in

situations where only limited standardization exists.

Interpret a variety of instructions furnished in written, oral, diagram, or

schedule form.

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