Customer Service Manager

Terence J. Fennell

*** ********* **. + Wheeling, Illinois + 219-***-**** + **************@*****.***

Operations manager

Senior Management Professional with 11+ years' experience leading business

operations across diverse industries. Successful building, training, and

leading high-powered teams to achieve bottom-line financial performance.

Excel at aligning strategic / financial plans, budgets, processes, and

procedures to successfully meet business goals. Highly effective leveraging

key relationships, resources, and training programs to maximize quality,

productivity, and cost savings. Keen understanding of business priorities

with superb ability to adapt to new and changing business environments.

Strong interpersonal communication skills, capable of resolving multiple

and complex business issues and motivating staff to peak performance. MBA

Graduate. Core Competencies:

P&L / Budget / Financial Staff Training & Business Operations

Accountability Development Management

Strategic Planning & Team Leadership & Resource Planning &

Execution Collaboration Deployment

Performance / Metrics Process Improvements Relationship Building &

Reporting (KPIs) Management

Relevant Experience

Manage day-to-day operations supporting technology companies, railroad

activities, and retail functions. Maintain train safety compliance and

documentation requirements. Prepared project system support plans with cost

estimates. Assisted in developing RFIs/RFPs including negotiating,

administering, and evaluating vendor contracts for system equipment and

services. Trained and mentored junior and senior technical IT staff

members. Held accountability for the P&L performance, marketing and sales,

financial management, inventory / shrinkage management, merchandising, and

customer service for a pharmacy retail store. Reviewed and managed

financials and operating budgets to identify and secure opportunities for

improving bottom lines.

Selected Highlights

. Building trains according to rules and client switching and inspection of

cars, working within the company operating rules and safety procedures,

and knowledge of assigned territories. (Burlington Northern)

. Interprets general orders, train signals, and railroad rules and

regulations to transport freight in a safe and satisfactory manner.

(Burlington Northern)

. Improved system performance and reliability by closely monitoring all

production networks, servers, applications, and services as well as

change management processes. (SprintPCS)

. Monitored Key Performance Indicators (KPIs) to ensure a Network

Management System, Trouble Ticket System, and Change Management System

were in compliance with customer service agreements. (SprintPCS)

. Played key role in developing and implementing a network management

strategy with contingency and disaster recovery plans to deliver a

secured, high-performance network across operations. (SprintPCS)

. Developed and presented recommendations supporting monitoring and

analysis tools and the roll out of policies and procedures regarding

network equipment, maintenance, and monitoring. (SprintPCS)

. Successfully identified and resolved all support and escalation issues

from SSN Customer NOCs. (SprintPCS)

. Increased unit sales growth, profitability, and brand awareness by

leading and training up to 25-member staff to provide high levels of

customer service for a national multi-billion dollar pharmacy retail

chain. (Walgreens)

. Identified improvement opportunities through performance measurement and

process analysis, resulting in increased productivity and improved

financial results in all departments. (Walgreens)

. Surpassed budgetary and shrinkage goals on a consistent basis by

developing and implementing cost-effective operating procedures and

training programs to reduce costs throughout business. (Walgreens)

Work History

Operations Manager (Conductor), Burlington Northern Santa Fe, Chicago, IL

(2004 - Present) / Technical Manager, SprintPCS, Bolingbrook, IL (2002 -

2004) / QA Analyst, Corning Fiber Optics, Wilmington, NC (2000 - 2001) /

Systems Analyst, American Mobile / Ardis, Lincolnshire, IL (1998 - 1999) /

Systems Analyst, Convergys, Itasca, IL (1996 - 1998) Operations Manager,

Walgreens, Chicago, IL (1992 - 1996)

Education

. Master of Business Administration, Liberty University, Lynchburg, VA 2009

. B.S. in Industrial Technology (Minor: Mechanical Technology), Elizabeth

City State University, Elizabeth, NC

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