Customer Service Manager

Michael J. O’Donnell

**** ********** **. ******* ***** IL. 60516

630-***-**** abl7t2@r.postjobfree.com

Operations/ Customer Service Professional

Motivated and self-directed professional with strong interpersonal and customer relation skills. Strengths

include team building and analytical creativity for finding successful alternative solutions. Examples

include the initiation and customization of spreadsheets, formulations of procedural changes which enhanced

and expedited daily operations.

Relevant Skills and Accomplishments

Operational/Managerial

Worked with Ace Hardware Corporation to establish a new hardware store

Actively managed new store, hired and trained 25 sales associates

Responsible for ordering merchandise at ACE

Managed warehouse rebates with Wire Rope and Elevator Companies

Provided qualified IT and Legal staff candidates for Chicago area businesses and law firms

Ensured that customer service department was ISO compliant, passing all audits

Successfully integrated new ERP system into customer service dept.

Directed and controlled repair cycle for aircraft and maintenance complex

Administrative/Customer Service

Processed orders for the Coil Coating Industry through MAPICS, ERP Mainframe

Communicated customer’s expectations via daily scheduling meetings

Developed Excel spreadsheets to track orders and reconcile metal yields

Issued requisitions for metal and paint

Resolved customer’s defective metal and yield concerns, providing analysis and samples

Coated and slit over 1 million pounds of steel coils monthly

Processed orders of manufactured overhead lifting assemblies ensuring a 30% gross profit margin

Handled Accounts Receivable duties

Processed sales orders of steel metal castings for the Railroad Industry

Coordinated production needs from Mexican, Canadian and US Foundries

Sales/Marketing

Prepared advertising strategy with Ace Hardware Corporate Regional Director

Maintain and build relationships with IT and HR Directors with ACT software

Increased IT client base 40%

Responsible for keeping Railroad Manufactures, RR leasing, and Railroad companies supplied with metal

castings. Accounts totaling in excess of 100 million dollars

Michael J. O’Donnell abl7t2@r.postjobfree.com Page 2

Employment History

United Parcel Service, Addison,IL

(Sorter, Safety Committee Member) 2007- Present

Ace Hardware, Rockford IL

(Assistant General Manager) 2007-2009

Chicago Finished Metals, Bridgeview, IL

(Customer Service Specialist) 2006-2007

Griffin Solutions Downers Grove, IL

(Account Manager) 2004-2006

ASC Industries, East Hazel crest,IL

(Customer Service Representative) 2001-2004

ABC NACO/ National Castings, Downers Grove, IL

(Customer Service/ Logistics Representative) 1998-2001

Illinois Air National Guard, O’Hare Airport, IL

(Material Control/ Aircraft Maintenance Scheduling, rank SGT.)

Lucent Technologies, Chicago IL

(Account Executive)

Anheuser Busch, Arlington Heights, IL

(Driver Salesman)

Education

Benedictine University, Lisle IL.

MBA, Operations Management GPA 3.75

University of Illinois, Chicago IL

BA, History GPA 3.10

American Foundrymen’s Society, Des Plaines IL

Castings Seminar

Chanute AFB, Rantoul IL

Aircraft Maintenance Scheduling

Interests

Plays Piano and Highland Bagpipe

Successfully competed and won prizes in the US, Canada and Scotland

Managed and Successfully raised funds in excess of 10k for Pipe Band

Volunteered to help raise funds for the Rett Syndrome Association of Illinois

Assistant Coach for Little League Baseball, Grammar School Football

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