Customer Service Manager

Michael J. Mann

PO Box **** H: 904-***-****

Green Cove Springs, FL 32043 M: 404-***-****

abm1w3@r.postjobfree.com F: 904-***-****

PROFESSIONAL SUMMARY

Senior-level Technical Operations Manager with over 15 years experience

managing technical service operations for financial industries. Track

record of individual and team awards for enterprise wide quality and

process improvement initiatives. Excellent ability in utilizing

interpersonal and communication skills to increase long-term revenue

production while enhancing customer relations. Special expertise in

developing training and coaching programs with a focus on continuous

improvement processes. Demonstrated ability to build and lead dynamic

teams that deliver results. Specific areas of expertise include:

Customer Relationship Management Six Sigma Certification / Trouble

Shooting

Team Building / Personnel Operations & Process Management

Development

Malcolm Baldridge Certification Customer Technical Support

PROFESSIONAL EXPERIENCE

Datacard Corporation, Jacksonville, FL and Atlanta, GA 1996 - 2009

Area Service Manager, Jacksonville, FL (2004 - 2009)

Managed corporate customer service division which supplied service to high

speed credit card equipment for seven of the top 10 banking corporations

card centers located in the Southeast and for three of the largest credit

card bureaus. Responsible for negotiating annual service contracts in

excess of $20M. Directed and managed 20-35 field technicians in handling

customer relation issues within 24 hour period resulting in production of

over 300 million secure credit cards throughout Southeastern United States

region.

. Increased customer satisfaction by ten basis points to nearly 100% by

establishing matrices to measure equipment reliability which prevented

clients' from receiving Service Level Agreements penalties that could

range upwards to $17K per hour.

. Generated sales of Professional Services Contracts of over $300K per

year, for seven consecutive years.

. Received President Club Award for excellence in Customer Satisfaction and

Team Building.

. Documented Field improvements and processes yearly while responding to

ISO 9000 audit inquiries for Field Service Operations.

Area Service Manager, Atlanta, GA (1996 - 2004)

. Increased customer satisfaction throughout Southeastern United States by

10% within the first year while reducing response time to less than four

hours for service calls.

. Working with Technicians and using new traffic programs, maintained

contracted response time on Service calls during the summer Olympics in

Atlanta.

. Increased profit and annuities by 15% for customers by introducing new

Cost per Card contracts.

. Earned Presidents Club Award for excellence in customer service and

outstanding performance.

. Recognized with Association of Field Service Managers Service Achievement

Award

XEROX CORPORATION, Atlanta, GA and Tampa, FL 1985 - 1995

Field Manager Customer Service, Atlanta, GA (1985 - 1995)

Managed 25 technicians focused on major accounts including seven major law

firms and a Xerox pre-installation facility. Responsible for $10M worth of

equipment, achievement of key performance goals, developing management

candidates and self-managing workgroups, training, and Human Resource

management.

. Instituted a process for refurbishing used equipment, decreasing

warehousing expenses, improved inventory control and sales methods

resulting in increasing revenue by $800K+ during first year.

. Provided leadership in planning and development process to remove and

deliver over 250 pieces of copy equipment without disturbing the day-to-

day activities at Coca-Cola World Headquarters.

. Planned delivery of more than 170 machines to the Atlanta Committee for

the Olympic Games at multiple locations throughout Georgia.

. Facilitator of a cross functional workgroup involving The Coca-Cola

Company and Xerox to update new technology, improve customer satisfaction

and lower servicing response time resulting in 100% total customer

satisfaction within The Coca-Cola Company worldwide.

Organizational Effectiveness Manager, Tampa, FL (1986 - 1989)

Selected by CEO, to direct a large training initiative, that involved

planning, staffing, organizing and implementing Problem Solving and Quality

Training programs for over 400 Sales and Service employees throughout the

Southeastern United States.

. Planned, organized, implemented and delivered problem solving training

modules resulting in earning 1986 Malcolm Baldridge Quality Award.

. Trained AT&T executive level management on Malcolm Baldridge principles

and the necessary steps to achieve the award in the future.

PROFESSIONAL CERTIFICATIONS

. Six Sigma Green Belt Certified

. Certified Malcolm Baldridge Trainer

. Selling and Negotiation Skills (All Hahn Group)

EDUCATION / PROFESSIONAL DEVELOPMENT

Company Sponsored:

. Lean Manufacturing Training

. ISO 9000 Awareness Audit Training

. Total Quality (TQ) Leadership I & II

. Quality Assurance Procedures

College and Military Training:

. Completed 90% of requirements for BA, Business Management, University of

Georgia, Athens, GA

. 52 weeks of advanced electro-mechanical training, US Air Force, Biloxi,

MS

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