Customer Service Quality Assurance

Michael Burton

*** ****** ****** ? El Cajon, CA

619-***-**** ? abljjl@r.postjobfree.com

Operations Leadership

Leveraging individual strengths to motivate field technicians, branch

employees and customer service team members.

Extensive management experience with emphasis on building strong teams and

empowering employees. Proven ability to resolve high-profile, complex

customer situations for mutual profitability. Areas of expertise and

experience include:

. Customer Service Operations

. Productivity Improvement

. Resource Analysis and Planning

. Control and reconciliation of monthly operating costs

. Managing Customer Projects

. Training and Development

. Corporate/Regulatory Safety Compliance

. Employee Relations

. Quality Assurance

Professional Experience

Verizon, San Diego, CA 1998 - 2010

Local Manager - Business Operations

Successfully managed multiple territories which included San Diego and

Hawaii.

. Coordinated and supervised the daily activities of numerous team members,

across multiple departments.

. Areas of responsibility included, meeting all contractual repair times,

maintaining over a million dollars of spare parts, overseeing Customer

projects and attending weekly meetings, managing Field Technicians and

Branch employees.

. Controlled budgets and reconciled monthly operating costs while meeting

or exceeding corporate profit targets on the 2.5 million of annual income

under my control.

. Responsible for multiple projects ($25,000 to $250,000) which included,

ensuring that all projects came in on time and within budget, managing

timelines, ordering of all necessary equipment and coordinating the

duties of voice and data field technicians along with contract employees.

. Effectively managed full cycle of employment process from making hiring

decisions, conducting employee reviews, delivering disciplinary actions

and creating opportunities for career advancement/ongoing training.

Additional Experience

GTE Customer Networks, San Diego Ca.

M.A.C. Supervisor - Supervised a team of Field Tech's for "Moves Adds and

Changes" of customer's Voice and Data equipment.

Communication Wiring Specialists, San Diego Ca.

Project Foreman/M.A.C. Supervisor - Supervised a team of wiring installers

for large Voice and Data Installs.

NCE, San Diego Ca.

Project Foreman - Supervised and worked with a team installing

communications equipment and wiring.

U.S. Army - 201-MI-BN

US Army, 201st Military Intelligence Battalion working with

communications. Carried a TS-SBI clearance and achieved the Army

Achievement Medal, Army Merit Medal, National Defense Medal, and the Good

Conduct Medal.

Training and Education

Management Training Courses - "MAP - Leadership Skills Development

Program," "How to Motivate, Manage and Lead a Team," "How to Disarm and

Diffuse Conflict and Confrontation," and "Strengthening Your People Skills

in the Workplace"

US Army Signal Core - Certificate in Combat Communications

ITT - Certificate in Basic Telephony

Rolm - Certificate in CBX/PBX Maintenance

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