Customer Service Manager

Roland J. Aviles

*** ********* **

Concord, New Hampshire 03301

Home 603-***-****

I am an accomplished Supervisor/Trainer with a progressive outlook,

successful experience guiding and managing business challenges encountered

in fast-paced, growth-centered companies. I have a Team-spirited,

management style with strong analytical skills and articulate written and

verbal communication abilities. I have consistently enhanced pre-existing

programs, department concerns/issues, and procedures while mentoring staff

to reach their full potential within the business unit, resulting in a more

stable and productive work force. I am reputed for creating strong

interdepartmental alliances and win-win scenarios.

Areas of Expertise

. Team building and leadership. Advanced presentations. Public

Speaking.

. Company standards: productivity, efficiency and operating management.

. Orientation and follow-up training programs to inspire growth and

profitability.

. Negotiations/mediations with a keen eye to meeting and exceeding

company standards and raising the bar.

. Analysis and operations accountability. Conceptualization and drill-

down thinking.

. Innovative procedures that dramatically increase (data entry)

productivity.

. Big picture thinking and bottom-line fundamentals.

. Resolution of various defined business requirements, relationships,

and disputes with grace, class, and timeliness.

. Compliance/regulatory reporting.

. Complete computer literacy, systems and programs mastery.

Experience and Affiliations

Associated Wholesalers Inc.

Sept 2009- Present

Installation and Training Coordinator scheduling new installs, service and

system upgrades, training of manager and department staff, evaluations and

follow-ups. Creation of training materials and procedures to be used for

AWI technical staff, retail interior, and store exterior employees.

Jefferson Pilot/Lincoln Financial Group April 2003 - 2008

Consultative trainer for cross-functional/location New Business department.

Interdepartmental team player with a keen eye for operational business

concerns. Set up processes, prepared educational, operational materials and

programs contributing to the success of both internal and external

customers, agents, and sales support staff. Directed internal electronic

communications determining the effects of the New Hampshire, North

Carolina, and Connecticut New Business Departments, Contributing author to

the New Business News To Use Newsletter, member of the Safety Coordination

Team, Employee Spirit, ACCT Committee, and Holiday Planning Board. Member

of Granite State Toastmasters.

Providian National Bank & Providian Bank October 1997 -

April 2003

Provided superior customer service in a timely and efficient manner to

National and International phone and walk-in based customers with

independent problem solving and conflict resolutions. Training and

Implementation of software and procedural programs for the customer service

and data research departments.

Contact this candidate