Customer Service Manager

Greg J Bassett

*** *** ***, ****** ****, OR ***27

Day: 541-***-**** Eve: 541-***-**** ************@*****.***

Objective: Use my experience, education and skill set to drive continuous

improvement and dramatic results for the right organization

Career Highlights

Sales

As individual contributor, was top ranked for successive periods in

peer group

As a Sales Manager, led separate groups to top ranking in two

different industries

Customer Service

Received multiple awards for internal and external ratings of

customer service

Leader of cross functional team that created dramatic improvements in

external customer ratings

Business Management

Led 300 plus employee organization to successive years of revenue and

profit increases

Awarded "Triple Play" award for successive quarters of revenue,

profit and quality improvements

Project Management

Conceived, piloted and implemented successful system wide change in

Fortune 500 company

Led construction project to successful conclusion, finishing at 50%

of budgeted costs

Technical Expertise

SME in major business unit of Fortune 500 company for consumer

wireless products

Member of Global Association of Technology Experts for Primary Global

Research

Greg J Bassett

261 Sky Way, Grants Pass, OR 97527

Day: 541-***-**** Eve: 541-***-**** ************@*****.***

Work Experience

Sales and Customer Service Manager August 2000

to November 2009

CenturyLink Corporation

1321A Center Drive

Medford, OR 97501

Duties and Accomplishments:

As a Sales and Customer Service Manager in the telecommunications industry,

I led one to two teams of up to 20 persons each in a quota driven

environment to service the existing customer base, acquire new customers

and up-sell existing customers. During my tenure in this position my teams

averaged over 100% of set quotas. I utilized a structured coaching

approach to lead two teams to the top of the consumer division in annual

performance. While with this company, I was asked to join a cross

functional team to make quick and dramatic improvements to customer ratings

as measured by JD Powers and Associates. We succeeded in making dramatic

improvements in year-over-year results. I conceived, piloted and led a

system wide implementation of a change process that not only improved

customer satisfaction but trimmed $2 million dollars from the departmental

operating budget. With this company I was a SME in a major business unit

for consumer wireless and looked to for leadership in several wireless

initiatives by the division president and vice presidents. I was asked to

join the Global Association of Technology Experts by Primary Global

Research while with this firm.

Senior Portfolio Manager November 1994

to August 2000

Diversified Collection Services

1780 Nebraska Ave

Grants Pass, OR 97527

Duties and Accomplishments:

As a Senior Portfolio Manager I led a team of collectors on a U.S.

Department of Education contract for the number 1 private agency for the

Department of Education. I led in personal production for successive

months and led my team to top production for multiple successive months on

the contract. This was my first job that employed sales techniques, and I

had much success as a teacher and leader of other collectors.

Greg J Bassett

261 Sky Way, Grants Pass, OR 97527

Day: 541-***-**** Eve: 541-***-**** ************@*****.***

Area Operations Manager January 1986 to

September 1994

Wendy's of Southern Oregon

726 Cardley Ave

Medford, OR 97504

Duties and Accomplishments:

I began my career as a multiple unit restaurant manager with a large

Wendy's franchisee in the San Francisco Bay area and managed two of the

companies highest volume districts. As a result of my success with this

company I became the Area Operations Manager for Wendy's of Southern

Oregon. In this position I served as a senior manager for the company,

reporting directly to the company owner. I was responsible for the full

company P&L and all store level operations for 12 restaurants. I led an

effort to remodel 5 company restaurants in remote geographic locations and

completed major renovations at 50% of the budgeted costs. I led a

successful project to convert inventory and ordering systems from a manual

approach to an automated approach using database software and Excel

spreadsheets. While with this company, under my leadership, we

experienced successive years of improvements in revenue and profit.

Education

Master of Business Administration Regis University, Denver, CO

Bachelor of Science - Industrial Technology Western Kentucky

University, Bowling Green, KY

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