Customer Service Manager

Steven M. Hochberg

** ******* **** *****

Tel: 973-***-****

Rockaway, NJ 07866

********@*********.***

Summary

Accomplished pro-active management professional experienced in customer,

field, and service operations. Comprehensive hands-on experience in service

initiatives, product management and development. Skilled in effective

leadership with focus on innovative concepts and ideas, supervision of high-

performance teams, and personnel. Effectively managed operational

strategies and directed field service projects and personnel, while

consistently delivering desired results and contributing to revenue-

producing activities. Strong decision maker and negotiator with a solid

base of knowledge, training and experience assisting companies to meet

their organizational objectives. Excellent presentation and communication

skills.

Areas of

Expertise

Customer Service Management Complaint Handling and Resolution

Teambuilding and Training Consumer Network Communication

Training Manager for Servicer/Installer Knowledge in Microsoft Word, Excel, and

Network Outlook

Selected

Accomplishments

> Increased service level opportunities 30% through effective

vendor/customer negotiations.

> Decreased service department labor costs 25% through alignment of work

schedules to daily volume fluctuations.

> Reduced service complaints 40% through the development, commitment and

follow up of direct reports and servicer network, to act with urgency.

> Streamlined departmental problem-solving process through collaboration

with other departments to correct upstream/downstream center issues.

> Boosted morale in department through development and implementation of

employee recognition and performance management programs.

Professional Experience

CARL SCHAEDEL & CO., INC. - Fairfield, NJ

2/96 - 11/09

Exclusive distributor of high-end kitchen and bath appliances.

Customer Assurance Manager, 7/06 - 11/09*

*Due to a 40% decline in business, the company downsized.

Field Service Manager, 4/05 - 7/06

Service Manager, 2/96 - 4/05

Accountable for the recruitment, hiring and performance management of 18

direct reports. Trained associates to develop superior customer service,

product knowledge, technical skills and business literacy. Fostered

positive employee/servicer/installer relations through meetings, field

visits, focus groups, e-mail, and phone correspondence. Identified new

service and product opportunities. Supported sales and marketing effort

through close liaison with dealers, sales reps and customers. Developed and

recommended strategic solutions to improve performance and achieve goals.

Served as mentor and trainer for compliance and continuous improvement

programs.

Pro-actively monitored client satisfaction through scheduled conference

calls and on-site visits. Compiled quarterly call activity/ telephone

measurement and service audit reports. Positioned as the "Client Advocate",

enabling positive resolution of issues. Recognized service as the key

strategic differentiator in the marketplace. Escalated and managed issues

in a controlled and reasonable manner.

. Expertise encompasses all phases of Field Service support and reports

including:

Labor distribution, billable and warranty service report processing,

expense, parts orders, repairs, maintenance orders, service contracts

and related documentation.

. Effectively provided administrative support to Regional Manager and

Service Technicians.

. Recruited, hired, and directed, an appliance servicer/installer

network, for the northeast region (NY, NJ, PA, DE, OH). Scheduled and

set up quarterly service and installation trainings. Conducted field

safety inspections and meetings, ensuring compliance to corporate

policies and procedures.

. Extensive customer contact in troubleshooting, and resolving problems

pertaining to service disputes or service contract renewals.

. Communicated and promoted key User Group Meetings, Product

Announcements/Enhancements. Used surveys and promoted customer

participation in focus groups to solicit feedback on product and/or

service initiatives.

. Key liaison between distributor and manufacturer to pro-actively

communicate and implement submission of corrective action reports,

updated documentation of service upgrades, bulletins, parts and labor

concessions, warranty extensions, and product replacement.

______________________

SELF-EMPLOYED - Clifton, NJ 1/89

- 2/96

Field sales and service installer/servicer/consultant for televisions,

electronics, and air conditioning equipment.

_______________________

TRAVELTONE RADIO AND TV CO., INC. - New York, NY

6/76 - 1/89

Store Manager, 8/80 - 12/88

Sales and Service Technician, 6/76 - 8/80

Recruited, hired and supervised staff of 10 associates

Directed sales, service and merchandising of electronic and air

conditioning equipment.

Education and Training

BERGEN COUNTY TECHNICAL SCHOOL, Hackensack, NJ

2/93 - 5/94

. CFC Certificate: heating, ventilation, air conditioning and

refrigeration.

. National Vocational/Technical Honor Society for academic excellence.

Suburban Technical School, Hempstead, NY

1/76 - 2/77

. Certification: Electronics Service Technician

University Of New Haven, West Haven, CT

1975

. Business Administration Major

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