Service Customer

Shane M. Marietta

**** ***** *****, *****

Lake, MI 48383

Home/Cell: 248-***-****

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

QUALIFICATIONS SUMMARY

Exemplary record of performance, strong interpersonal, leadership,

communication, and organizational skills enable me to successfully obtain

the desired results in an ever changing environment. Also possess sound

negotiation skills, strong business acumen, strategic planning, outstanding

project management and presentation skills.

AREAS OF STRENGTH

Leadership, team building, written and oral communication skills, market

analysis and opportunity identification, forward thinking, coordination and

planning, employee development and the ability to handle difficult

situations with diplomacy. Proven ability to drive business growth and

improve workflow efficiencies. Expert in Dealer Operations, Problem

Management, Customer Relationship Management, Knowledge Management, and

Decision Support.

PROFESSIONAL EXPERIENCE

Managing Director - North American Service Desk Operations

Signature Technology Group - Phoenix, Arizona

March 2009 - July 2010

Provided overall management of the Service Desk Operations, including

Problem Management and timely response and resolution to all hardware

and software service calls.

o Developed root cause analysis process to get beyond symptoms of

mission critical service interruptions and identified underlying

source of problems

o Managed overall service delivery processes to monitor compliance

with defined business rules and maintain consistency service

delivery

o Identified problem recognition, research, isolation, resolution

and follow-up steps

o Created scoring methodologies and utilized trend analysis to

evaluate vendor response

o Managed a project plan for 15 direct reports to ensure

performance is aligned with overall business goals

o Directed operations team on new accounts to ensure customer

requirements were met

o Monitored service calls for quality and to provide technical

support and guidance

o Coached, trained and mentored Service Engineers to ensure the

highest level of quality

o Reviewed service provider contracts, performance, and performed

cost-benefit analysis

o Conducted quarterly customer reviews ensuring quality and

responsiveness

o Assisted Sales & Marketing team to ensure Service Levels and

customer expectations were met

o Interfaced with executive management daily to review Service

Desk performance

Project/Infrastructure Manager

Chrysler Motors Corporation - Auburn Hills, Michigan

June 2008 - November 2008

Managed key customer service initiatives and software applications for

multiple departments. Coordinated system requirements for functional

areas related to Customer Relations.

o Managed Problem Management database and Help Desk call tracking

system

o Managed all communication databases Corporate Website and

developed communications portal

o Managed email messaging systems, internet access, and file

storage management including all corporate white mail for TREAD

Compliance

o Conducted numerous IT Security Audits and presented to Senior

Management

o Redesigned Uniform Delegation of Authority process to ensure

compliance with the Sarbanes Oxley Act

o Created, analyzed and published monthly Customer Satisfaction

Index (C.S.I.) reports to internal stakeholders

o Supported suppliers with document scanning and retention

solutions to ensure compliance with Federal document retention

requirements

o Developed and maintained documentation retention hardware,

software, operating systems, and network operations

o Managed all aspects of corporate facilities, including building

security & inspections safety audits, and contract negotiations

Manager - Service Engineering

DaimlerChrysler Motors Company, LLC

July 2006 - June 2008

Managed aspects of technical call center including personnel,

strategic planning, self service tool, training, system support

requirements, budget, union relations, reporting, outsourced support,

restriction programs, international support, and communications with

the field/engineering/manufacturing and dealerships.

o Primary service point of contact for over 3500 Dealer Principals

and Service Managers

o Utilized Workforce Management tools to achieve workforce

performance metrics

o Experienced in multiple call center technologies, including

Automated Call Distribution (ACD), Automated Self Service

solutions (IVR), Work Force Management, Quality Monitoring

applications, Incident Management Software and Remote Call

Center Agent applications

o Investigated voice/data network problems, including response

time issues, downed circuits, misrouting of data/voice calls,

etc.

o Managed Email messaging systems, internet access, and file

storage management

o Traveled and presented Service Awareness to Dealership Service

personnel at corporate sponsored events

o Managed workforce to ensure appropriate departmental needs

during business hours and holidays

o Managed Service Engineering Vehicle Fleet including maintenance,

rotation, and safety

o Managed 26 Service Engineers handling over 1 million technical

contacts annually

o Coordinated launch online technical support tool which resulted

in a 55% increase in usage rates

o Trained and mentored Service Engineers

o Redesigned technical training process and achieved a 400%

improvement in post training exam results

o Team Lead on joint Management/UAW team tasked with improving

departmental morale and customer satisfaction

o Six Sigma project research support

Service Engineering Technical Writer/Program Manager

DaimlerChrysler Motors Company, LLC, Chrysler Motors Corporation,

September 2004 - July 2006

Primary contact between engineering, program management, supplier base

and technical service authors. Responsible for meeting all launch

deadlines and work in concert with the Chrysler Development System

(CDS). Escalated critical project related issues to senior management.

Provided advance information to publication areas and communicated

project requirements to engineering platform teams. Regularly exceeded

all target dates for service manual content delivery by 73%.

o Developed and implemented Service Information Update System

(S.I.U.) thus promoting the integrity of service manual content

and increasing Fixed First Visit metrics

o Handled service/technical authoring for paint, body, interiors,

including, seats, headliners, instrument panel and sunroof

o Review all bulletins to capture all impacts to sequence

commodities

o Supervised 12 Technical Service Authors

o Coordinated validation process prior to service publication

o Primary point of contact for Dealer Body for time study

validation

o Developed enhanced repair procedures for end user

o Managed service publication revisions through project life cycle

o Researched and developed special tools to improve product

serviceability

o Participated and designed Hemi Nitro for the national Specialty

Equipment Market Association (SEMA) Car show

o Attended BASF Automotive Customizing Paint Class in Ohio

o Managed and performed time studies to optimize repair

efficiencies

o Implemented cost avoidance ideologies

Customer Relations Specialist

DaimlerChrysler Motors Corporation

March 2001 - September 2004

o Empowered to resolve complex customer issues and promoted

customer loyalty

o Reviewed, approved, denied and authorized goodwill warranty

repairs

o Awarded Senior Staff Agent of the Month on multiple occasions

o Trained and mentored new hires on call center customer handling

applications, policies and procedures

o Regularly called upon to support senior managers and executives

with customer relations activities

Warehouse Supervisor/Inventory Control

Mopar Service and Parts - Centerline, Michigan

April 1999 - March 2001

Supervised up to 90 United Auto Worker (UAW) employees. Responsible

for payroll, vacation scheduling, manpower efficiency and resource

allocation. Managed incoming/outgoing/export stock.

o Trained employees on efficiency and quality initiatives

o Earned safety award for achieving a 99% incident free work

environment in a 300,000 sq. ft. facility

o Represented Management and led Participation, Quality,

Improvement, (P.Q.I.) teams

o Achieved $750,000 annual cost savings by implementing new

technology to reduce preparation time

o Authored numerous ISO 9000 procedures and security policies in

support of operations

o Managed parts delivery applications and developed objectives to

positively impact inventory stock levels, service levels,

logistics, and profit/ space restrictions

o Managed and incorporated lead times in the planning and

production cycle

o Developed a communication pipeline process between Dealer Body

and national Parts Distribution Centers and forwarding depots

o Presented daily fill rate performance for back ordered parts to

senior management

o Strong working knowledge of Scanning and Warehouse Management

Technologies

Collection Manager

Chrysler Financial Corporation - Troy, Michigan

September 1998 - April 1999

Oversaw all customer collection accounts that were 60 days past due up

to charge off. Primary focus was to lead and motivate 14 Customer

Service Representatives to ensure collections objectives were met.

o Interviewed and hired Collection staff

o Implemented and monitored adherence to policies and procedures

o Spearheaded a diverse range of programs and projects resulting

in improved market presence and increased profitability

o Assisted with integration activities relating to company merger

with Daimler

o Compiled and analyzed Collections data for monthly management

o Developed Loan Loss reports to measure portfolio performance

Customer Service Representative

Chrysler Financial Corporation - Troy, Michigan

September 1996 - September 1998

Responsible for conducting collections activities and account

management for accounts 60 past due.

o Handled a high influx of in-bound and out-bound calls pertaining

to the reconciliation and collection of delinquent accounts

o Prevented impending loss and increased profitability through

negotiation and enforcement of scheduled collection campaigns,

consistently achieving a 70% recovery rate of billing cycle

o Coordinated repossessions with domestic and international

repossession companies

o Utilized exceptional customer assistance skills and various skip

tracing techniques to collect and avoid charge off

o Reviewed Accident and Health and Credit Life claims

EDUCATION & CERTIFICATION

Master of Science in Business Administration

Central Michigan University - Mt. Pleasant, MI, June 2005

Bachelor of Science in Business Administration

Central Michigan University - Mt. Pleasant, MI, June 1996

Dale Carnegie Course - Certified 1998

Currently pursuing Project Management Professional certification

Contact this candidate