Customer Service Manager

SHUJAAT KHAN

*** ******** **** ****: 847-***-****

Hoffman Estates, IL *************@*****.***

60169

. Dedicated Operations Manager/ customer service professional with

extensive client roster. Consistently achieved high client satisfaction

rankings, improvements to services and turnaround of underperforming

operations.

. Detail-orientated devotion to client-focused results with an enthusiastic

commitment to customer service as a key driver of company goal

attainment. Lead by example and ensure the execution of all safety,

security, quality and privacy operations policies.

Areas of Expertise

Reputed Operations Manager Customer Satisfaction Conflict Resolution

Enhancement Expedited Staff

Client Retention Sales Forecasting Recruitment

Specialist Contract Negotiations

Professional Experience

Securatex - Oak Brook Terrace, IL 2005 - 2009

Business Development Manager - 2008 thru 2009

Regional Operations Manager - 2005 thru 2008

Prioritized urgent requests for security operations concerns. Upheld high

standards of customer care through constant contact with client and staff.

Selected Contributions:

. Serviced high volume client with accurate and reliable updates

. Maintained confidential employee performance information with utmost

security and confidentiality while working on an initiative to enhance

quality of care

. Exemplified the second-to-none customer service delivery for which

Securatex is renowned in all interactions with internal and external

customers

. Overlooked locations encompassing the Chicagoland area with more than 150

employees

. Solicited feedback from clients to improve service and meet commitments

. Managed expenditures and finances for accounts

. Implemented company policies and procedures into existing and new

customer accounts

. Ensured that security officers/supervisors receive proper training

commensurate with job responsibilities and that such training is properly

documented

. Negotiated and submitted a current and proposed yearly rate increase for

customer approval

. Received rate increases for 80% of clients

. Achieved highest percentage of customer retention in two years

. Received letters of commendation from customers for providing excellent

and timely service

Cognisa Security - Chicago, IL 2000 - 2005

Operations Manager

Maintained high standards in management practices and complied with

regulatory guidelines.

Selected Contributions:

. Managed 27 accounts with over 5,000 hours per week

. Overlooked a 100-mile radius in Chicago, Illinois with an average of 140

employees

. Responded promptly to customer service needs and solicited feedback to

improve service and meet commitments

. Provided feedback and solutions to the General Manager regarding client

status and potential improvements for service

. Retained 98% of customers for 5 years

. Retained 75% of employees for 5 years

. Reduced payroll-related issues from an average of 35% to 2%

. Reduced unbilled O.T. from an average of 7.5% to 2.5%

. Received numerous incentives and significant pay increases for

outstanding performance

. Received letters of commendation from customers for providing excellent

and timely service

. Managed multiple projects simultaneously in efforts to strengthen and

expand operations

Burns International Security - Schaumburg, IL 1991 - 2000

. Managed multiple accounts with an average of 5,500 hours weekly

. Projected coordination and operational planning

. Prepared reports related to the man hours for each account to reduce

unbilled O.T.

. Created and developed master schedules for all accounts

. Managed multiple jobs simultaneously while developing a strong client

base

. Trained, motivated, directed and scheduled employees

. Started as a Security officer in 1991 and was promoted to Area Service

Manager in 1994

Education and Training

Osmania University Bachelor of Commerce

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