Customer Service Manager
Resume:
Dave Edwards
Highlands Ranch, Colorado 80126
abln0n@r.postjobfree.com
Qualifications Profile
Results-oriented Operations Manager with more than 10 years of combined
experience and hands-on skill in the strategic management and oversight of
corporate distribution, production, sales, administration, and customer
service, along with branch and account management.
*Demonstrated ability to improve operations, impact business growth, and
maximize profits through innovative management strategies, proven cost
reduction and internal control measures, and time-tested productivity
improvements.
*Results-oriented managerial and site supervision capabilities including
scheduling, strategic planning, operational budgeting, administrative
management, sales, employee training, customer service, change
management, vendor management, and operational reporting while completing
both Bachelors and Masters Degrees.
*Skilled communicator, instructor, and project manager, with the
flexibility and experience required to adjust to rapidly changing
schedules, frequently shifting priorities, and high-pressure
environments.
*Proven ability to successfully analyze an organization's critical
business requirements, identify deficiencies and potential opportunities,
and develop innovative and cost-effective solutions for reducing costs,
streamlining operations, and improving profitability.
Professional Experience
StatServ Medical - Albuquerque, NM
2009-2010
SITE MANAGER
I DIRECTED ACTIVITIES FOR MEDICAL SUPPLY & ROUTE DELIVERY BRANCH COMPLETING
OVER 75 PATIENT ORDERS DAILY DELIVERING EQUIPMENT AND OXYGEN THROUGHOUT NEW
MEXICO. MANAGED 12 DRIVERS AND WAREHOUSE PERSONNEL PERFORMING ALL HIRING,
TRAINING, AND DISCIPLINARY ACTIONS TO SUCCESSFULLY BECOME THE TOP PRODUCING
SITE OF FIVE STATESERV LOCATIONS. I CREATED ALL DRIVER ROUTES AND MAPS
DAILY AND DISPATCHED URGENT ORDERS THROUGHOUT THE DAY. ADDITIONALLY I
MANAGED OUR EQUIPMENT VENDORS AND HOSPICE ACCOUNTS MEETING REGULARLY WITH
THEIR EXECUTIVE DIRECTORS TO ENSURE EXCELLENT CUSTOMER SERVICE. I ALSO
NEGOTIATED SERVICE LEVEL AGREEMENTS AND IMPLEMENTED A DRIVER INCENTIVE
PROGRAM.
FURNITURE ROW - LONE TREE, CO & DRAPER, UT
2008
Sales/Assistant Manager
Started in 100% commission sales, achieving top 10% ranking nationally
weekly for five months. I was fast-tracked into their Store Management
program spending a week at Management Candidate School where I became the
highest rated candidate upon completion. I was promoted to Assistant Store
Manager and relocated to Draper, Utah to interview, hire, and train our new
sales, service, and delivery staff for a new store opening. I conducted
weekly team sales meetings, employee evaluations, and coordinated all
receiving and warehouse activities along with customer service.
Great-West Life - Greenwood Village, CO
2007-2008
MANAGER
I supervised financial and medical statement processing operation producing
30,000 corporate benefit booklets daily and mailing over 100,000 medical
EOB statements daily. During quarterly 401k statement processing we
produced and mailed over 500,000 mail pieces daily. I managed vendors,
production, projects, payroll, training, and supplies for 12 personnel in a
corporate production print, bind, insert, mail environment.
DSI Document Solutions - Denver, Colorado
2004-2005
Site Manager
Responsible for the successful establishment of a new large format scan,
copy, and print facility in Denver, including consulting with contractors
and designers on floor and work-flow lay-out, vendor and equipment
selection and the hiring and training of employees. Collaborated with
account managers to set-up accurate production schedule and develop
benchmarks for two shifts and fifteen personnel. I served as company
liaison with potential customers and vendors, including conducting facility
tours and presentations. I coordinated all shipping and receiving
activities, including product distribution and worked directly with human
resources on employee hiring, orientation, policies, and payroll.
*Successfully met production schedules due to accurate time
estimating, meticulous employee workflow tracking, and continuous
coordination with account managers.
*Designed and presented training for employees on proper scan and
print procedures.
Apria Healthcare - Littleton, Colorado
2002 to 2003
Transportation Supervisor
I managed delivery and dispatch operations for 30 route drivers and
dispatch personnel delivering health care products and services to
thousands of patients. Managed logistics including driver routes, vehicle
repairs and scheduled maintenance and coordination with warehouse for
needed equipment and supplies. Reviewed overall vehicle expenses and
compiled monthly, quarterly, and yearly maintenance performance reports. I
monitored maintenance programs, fleet inventory, and vehicle record-keeping
procedures. Documented and reviewed DOT driver records to ensure that
monthly performance goals were met and completed annual performance
evaluations. I relayed all policies and procedures to drivers and dispatch
personnel. Prepared regulatory and safety reports on driver accidents and
performance.
Bowne Business Solutions - Englewood, Colorado
2001 to 2002
Account Operations Manager
Responsible for all aspects of outsourced corporate facility and general
oversight of personnel performing business services including mailroom
activities, overnight deliveries, copy and print center, and conference
room scheduling and set up. Hired and trained hourly employees and
performed new hire orientations. Set up training and scheduling for all
production employees. I performed customer service activities including
scheduling supplies, addressing concerns, and establishing delivery dates
and supported all vendor relationships. Managed budget, including P&L,
payroll, and invoicing. Performed copying and color printing along with
FedEx, UPS and Airborne overnight deliveries, and daily mailroom
activities.
*Produced 35-page monthly report along with a monthly bill for
services, as part of successfully rescuing a large account that
was soon to be closed.
*Achieved a place in the top 10% nationally for all Bowne
branches.
US West/Qwest - Denver, Colorado and Albuquerque, New Mexico
1984 to 2000
Manager
I directed largest 24x7 data/print/mail facility in the southwest,
producing over 1,500,000 print images daily. Promoted four times,
ultimately managing 75 employees producing and mailing over 300,000
customer telephone bills daily along with a $35 million annual budget. I
performed all hiring, training, and scheduling of employees along with
annual appraisals and any necessary discipline. Served as a subject matter
expert representing US West at conferences and served on the US Postal
Council. I worked directly with vendors to establish the lowest possible
costs for equipment and supplies, while negotiating million dollar
contracts. Oversaw consolidation of three billing centers into one and
introduced a call center for the data center serving entire building 24x7
for problem reporting.
*Successfully achieved lowest operating costs for preparing and
mailing bills of all Regional Bell Operating Companies.
*Awarded President's Club distinction 4 times as a result of cost
savings measures and daily production increases.
*Saved $250,000 annually by altering bill-packaging process.
*Successfully met monthly billing commitments 97% over eight years
while increasing daily production totals from 80,000 to 300,000.
Educational Background
Ashburry University - Jackson, MS - MBA
College of Lake County - Grayslake, IL - Business, Psychology
Training in IBM and Windows operating systems, Microsoft Office
Applications, Pitney-Bowes, Xerox, Canon, Oce', Delphax MapPoint, and IKON
systems, Workplace Diversity, TQM, NASD Series 6, OSHA and DOT regulations.
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