Customer Service Manager
Resume:
M ichael Garland
Schenectady, NY 12303
m *********@*****.***
EMPLOYMENT H ISTORY
December 2007 to Present Licensed NYS Building Inspector
Self Employed, DBA Expert Home Inspections
September 2001 to October 2007 Regional Manager, Eastern UPNY
Flextronics Field Services/Verizon Wireless
October 1999 to September 2001 Area Service Manager, Albany, NY
Flextronics Field Services/Verizon Wireless
July 1995 to October 1999 Service Manager, Albany, NY
Flextronics Field Services/Verizon Wireless
November 1990 to July 1995 Customer Service Technician, Albany, NY
Nynex Mobile Communications/Verizon Wireless
MANAGER IAL RESPONSIB I L I T I ES
Operations: Oversee all facets of retail service operations and provide leadership, direction
and supervision for field service teams within Eastern Upstate New York to
ensure goals set forth by the client were met and or exceeded.
M ichael Garland
1020 Sixth Street
Schenectady, NY 12303
m *********@*****.***
Staffing: Manage the recruit ing, staffing, performance and t raining and development of
112 customer service employees within 13 facilities. Work in conjunction with
H uman Resources to ensure compliance with company policies and procedures.
Cost Control: Manage approved budget with responsibility for profit and loss. Responsible for
monthly account management reports to both client and Flextronics Field
Services.
Communication: Responsible for effective communication within a client/vender relationship,
i ncluding t imely follow up to customer’s needs and expectations. Develop and
maintain effective working relationships with team members and clients. Plan,
organize and oversee monthly service meetings throughout Upstate New York.
CERT I F ICAT ION and TRA IN I NG
Coaching for Results, Performance Management, Motivating for Results, In terview and H i r ing
Skills,
A ppraisal and Plan Writing Skills, Supervisory Skills, Finance Strategy, Time Management
Skills, Ethics
T raining, NYS Home Inspection L icensing and Field Training
EDUCAT ION
A dirondack Community College, Glens Falls, NY: Business Administration
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