Customer Service Manager

****S ****W 724-***-**** (

Salt Lake City, CELL )

UT 84104 abkc0k@r.postjobfree.com

Michael Jablonski

Objectiv To focus and completely understand the fundamentals of my job. To

e advance my opportunities, and provide honesty, diligence and

consistent above average hard work, in return for an opportunity for

growth in responsibility and compensation.

Experien 2008-2010 Motronics Tucson, AZ

ce Manager

Responsible for 8 - 15 Employees including training, developing,

coaching, customer service, hiring, and writing action plans,

merchandising.

Oversee the day to day operations of a multi-million dollar retail

store. Including, Inventory counts, Title on Hand, Defective moves,

Shipping and receiving of product.

Working with customers on a daily basis and meeting their needs in

selling, XBox360, Playstation 3, Nintendo Wii and Handheld systems.

Including up-selling additional items: controlers, games,

Reservations and Subscriptions sales.

Maintained above 97% customer satisfaction, 8% reservation rate and

7% subscription rate. All above company average.

Run Daily Power meeting with employees to keep them on track of

upcoming titles and used role-playing as a tool to develop poor

performance employees.

2005-2008 eBay, Inc Draper, UT

Trust and Safety Lead

Manage 18 - 35 CSRs in their daily activities - responsible for Time

adjustments, occurrence reporting - Calculating Stats - Side by Side

Coaching - One on Ones - Cross Training - Day to Day Communication.

Manage Team who assist eBay Power Sellers - who earn $3000 -

$150,000 per Month - provide answers to questions - Take Supervisor

Calls - Assist in Team Chat

Make business decisions on accounts in what we call Keep it Human -

in which decisions made would allow the account to remain active or

be suspended - based on proof presented from account investigation.

Run Flash Meetings to assist team in upcoming changes to policies.

Created and Maintain Teamworks PowerSeller Team page, SLC Green Team

Page, SLC Leads Page - This stores information regarding updated

policies - schedule changes - knowledgebase information - links to

find information that you need to exceed your daily activities.

Created Exceptions Tool that allows you to email sup and lead of

daily exceptions.

In Charge of New Hire Interviews and Training for Power Sellers

Reps

Create tools that help Team with daily activities that increases

productivity

Work closely with Supervisor on Team meetings -

Earned Rising Results - Exceeding normal work duties - for 7 months

in 2006. and 6 months in 2007.

2000-2005 America Online Tucson, AZ

Senior Windows/ Macintosh Consultant

As a Senior mentor to the floor, I supervised technicians by

paralleling and monitoring calls to provide feedback and manage

their training.

Assisted Supervisor and ran 2 daily Flash Meetings that will keep

employees up to date on any issues - Technical Changes - and overall

frequent changes.

Acted as MOD when supervisors were in frequent absence.

Assisted in over 70+ members a day in trouble shooting moderate to

difficult problems with AOL software and Internet Explorer, on both

Windows and Macintosh Platforms. This was done while providing long

lasting customer service and ensuring member satisfaction.

Lead a team of consultants in extended projects including Beta

Testing of Netscape, Internet Explorer and AOL Clients

Voted Employee of the month for Sep 00, Sep 01, and Nov 01

Developed Flash Presentation for WAOL Street - an online version of

Wall Street

Represented AOL in Las Vegas National Franchise Convention - Setup

and managed Internet Caf .

Became a Training Assistant to help in training of New and Existing

employees.

Promoted to Field Support Team - Gathered Information using survey

questions, from members regarding high call volume issues. Created

various tools to help speed up calls and various ways to look up

information.

Received GM award in Oct 04 for Collaboration-Communication.

1998-2000 Playmaxx, Inc Tucson, AZ

Trainer / Supervisor

Responsible for training new hires in the process of assembling

yo-yo's

Supervisor of QA Department - was responsible for 8 employees who

would quality check the manufacturing of bulk Yo-Yo's

1995-1998 Boston Market Tucson, AZ

Trainer / Supervisor

As the Supervisor I was responsible for scheduling, managing the

shift, Running the Profit and Loss report. Taking Monthly Inventory

and ordering inventory based on need.

Promoted to Manager within the first year

Opened a Restaurant in Las Vegas, NV, Scottsdale, AZ

Managed 2 stores in Chandler AZ and increased employee moral,

monthly profit.

Educatio 1998-1993 Pueblo High School Tucson, AZ

n Graduated with a 3.1 GPA

Excelled in Math, Computers and Photography

1999-2002 Pima Community

College Tucson, AZ

Took remedial courses to advance my skills in Photography and Web

Development.

2004-2005 ITT

Tech

Tucson, AZ

Attended to obtain my Associates degree in ISS

2007-Present Stevens Henager

College Salt Lake City, UT

Attending for my Associates Degree in Graphic Design

3.7 GPA

Skills Currently Sell on eBay and have maintained 100% positive feedback

rating with over 200 sales.

Web Design - Currently run and maintain my own website since 2000

Photography - Excelled in Photography in HS and College

Writing - Like to write poetry and maintain a website that contains

my Poetry

Programming - Currently teaching myself PHP, MySQL - I currently

know HTML, CSS

Microsoft Office, Photoshop, Macromedia Dreamweaver, Windows

95,98,ME,NT,XP,Vista, OS X, AOL 2.5 - 9.0

Type 70+ WPM

Excellent in Communication

Contact this candidate