Manager Customer Service

James C. Moviel

** ******* ** **********, ** ****6 Phone: 815-***-****

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

Linked in Public Profile URL: http://www.linkedin.com/pub/jim-

moviel/1/814/759

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Profile: Motivated, energetic Field Service Manager dedicated to

delivering world class service, a great customer experience and very high

employee satisfaction. Excellent communication and presentation skills.

Objective: To become part of a highly-successful, high-energy, customer-

focused corporation that provides exceptional opportunity for its

employees.

Work History:

Joliet Junior College 6/2009 -

Present

Certified Instructor (Adjunct) for the Work Force Development Center - City

Center Campus: Certified to teach MS Word, MS Excel, Business

Communications, Customer Service, Business Math and General Business

Knowledge.

Advanced Technology Services, Inc., Peoria, IL. (ATS)

7/1986-12/2008

A third party service provider delivering IT and Factory Support Services

to companies such as Boeing, Caterpillar, General Electric, Abbott Labs,

Motorola, City of Rockford, Bethlehem Steel, IRI etc.

Progressive assignments from Field Service Engineer to Area Operations

Manager, including Site Manager, Startup Manager, Senior Technical Support

Specialist, Team and Project Leader.

Responsibilities:

. 20+ years working in client facing roles as a technical support team

leader and manager providing on location leadership in customer

service and technical support for on-site and on-call technicians who

delivered various services to factories, offices, schools, police

stations, city halls, hospitals, etc.

. Full P&L responsibility, including budgeting and forecasting, for $5M

in business and 50 direct reports.

. Liaison between Senior Management Team, Sales staff, and various

clients to understand all party's needs, deliver customized services

at the agreed price and level of support while maintaining very high

levels of corporate, customer and employee satisfaction.

. Established excellent working relationships with employees and

customers to insure small problems were taken care of before they

became large problems, escalating as necessary to the appropriate

levels of management to insure continuity of business and the

organization was aligned to meet future customer needs.

. Very experienced in interviewing and hiring high performance

employees, developing self-directed teams, establishing objectives and

goals for the teams, providing support and recognition to insure the

teams met and exceeded all site goals.

. Monitor site performance to assure that the teams were executing per

the Statements of Work and overall quality control procedures to

ensure that the deliverables were meet, and each team exceeded

established service, performance, and financial goals.

. Extracted performance to Service Level Agreement (SLA) data, designed

custom metrics per SOW (Statement of Work) and SLA's (Service Level

Agreements), performed root cause analysis, developed presentations

with continuous improvement plans and led customer meetings to discuss

ongoing performance issues and future service needs.

. Responsible for the overall service deliverables, scheduling, and

planning staffing requirements with a major emphasis on solution

development to meet/exceed the customer's business needs.

. Interviewed, recruited, hired, developed, and disciplined personnel.

. Directed, coached and mentored team members through skill management

planning and developing training plans to meet future company and

employee needs.

. Redesigned work processes using ITIL and six sigma processes to

increase productivity and resolve problems while reducing costs.

. Single point of contact for assigned customer base. Excellent sense of

urgency to deliver on results and resolve issues quickly. Available on

short notice, outside normal business hours. Very experienced traveler

with up to 100% travel experience.

. Excellent organizational skills and attention to detail.

. Valid IL state drivers license

James C. Moviel

43 Freesia Ct Romeoville, IL 60446 Phone: 815-***-****

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

Linked in Public Profile URL: http://www.linkedin.com/pub/jim-

moviel/1/814/759

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_________

Sample Project assignments:

Dec 2007 - Dec 2008: 6 Sigma Project: Combine support models for two

facilities into one team and leverage the team to reduce costs to both

facilities. Client: Caterpillar H&HS Joliet, IL, and Caterpillar WLED

Aurora, IL. Role: 6 Sigma Green Belt / Subject matter expert.

Feb 2007- May 2007: Technology upgrade project: Unpack, test, asset tag

and re-box LEXMARK printers in Los Angeles for delivery by DELL to Boeing

in Southern California and Arizona. Client: WWT - St. Louis. Role: Project

Leader: Hire and train hourly temporary staff, provide on location day to

day supervision in Los Angeles. Meet production schedule while managing P&L

for profitability.

Sept 2006 - Dec 2006: Technology Upgrade Project: End of service life / XP

upgrade project that replaced equipment older than 3 years, and upgraded

newer equipment from Win2000 to XP operating system. Client: EDS / GM.

Role: Project management for Ohio facilities, ordering and tracking new

assets and disposal of old assets, coordinating site progress and reporting

progress, issues and roadblocks back to the program.

Aug 2006 - Oct 2006: Technology Upgrade Project: Upgrade 1800 PC's

Operating Systems to Windows XP in office and Factory floor. Client:

Caterpillar H&HS. Role: Project Manager: hire and train temporary workforce

to perform upgrades, co-ordinate with asset manager to replace systems

where it made good financial sense.

2002-2004: Site startup: Client: General Electric Houston, Tehachapi,

Kansas City. Role: Startup Manager: Replace existing IT support team when

ATS was awarded the support contract for GE Power Systems Nationwide. Hire

and train onsite teams, develop SLA (Service Level Agreements) tracking

tools for local sites, develop relationships with local IT Managers,

provide custom local service agreements / services to help each location

meet and exceed its needs.

2000-2002: Site startup: Client: T-Systems. Role: Startup Manager: Replace

an existing vendor that failed to meet Service Level Agreement

requirements. Hire and train the desk side hardware, software, and IMACD,

(Installs, Moves, Adds Changes, Disposal) support team to deliver day to

day services to Abbott Labs.

Accomplishment examples:

. Manager of the Quarter - Operational Excellence for exceeding customer

and employee expectations.

. $50,000.00 in documented project savings for Client.

. Multiple Road Warrior awards.

Skills: Customer Service, P&L Management, PC & Internet technology, Team

building & Team leadership, Business Process design & improvement,

Performance & Productivity Improvement, MS Word, MS Office, MS Outlook, MS

Power Point, Lotus Notes, Remedy, ASTEA, Peregrine, remote site management,

financial forecasting, developing budgets, developing training plans,

developing career paths, skill management planning.

Education / Training:

Multiple seminars on the various aspects of successful management of

people, service quality, hiring high performance employees, and operational

excellence.

. Associate of Science - Electronic Engineering Technologies, Lakeland

Community College, Mentor, OH - GPA 3.24 / 4.00

. The Dale Carnegie Course

. US Navy Cryptographic School - Mare Island, CA

. US Navy Electronic Technician "A" School - Great Lakes, IL

. Information Technology Infrastructure Library (ITIL) Training

. Caterpillar / ATS DMIAC 6Sigma Green Belt

. Comptia A+ certified

. Work Certified Instructor - Workforce Investment board of Will County,

IL

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