Customer Service Project Manager

*** ******** ** . *******, ** ***** (mobil) 530-***-**** (Home) (530)

***-****

Christopher B. Warren

OBJECTIVE:

Obtain a position that will challenge my abilities and provide both

professional and personal growth to benefit the organization.

EMPLOYMENT HISTORY:

BOSCH SECURITY SYSTEMS

9/1992 to 03/2010

Fairport, NY

12/2005 - 03/2010

System Sales Engineer

> Developed and analyzed existing and new specifications in order to

support and help channel partners to compete in their market strategies.

> Direct operational function with regional sales mangers and manufacturer

repreentatives in the Americas.

> Identified and called key decision makers of prospective accounts to

convey desirability and superior value of the products and

services offered.

> Developed and supported the inplementaion of Construction Specification

format product document specifications.

> Reviewed and processed customer requiremtnes to specify recommend product

offerings to exceed the needs of the project, to

included customer meetings and project site visits.

> Worked in conjuction with sales team to established and maintained

projects that provided consise and timely information that is used in a

consultative role approach to increase sales.

Technical Marketing Manger/Application Support

12/2000 - 12/2005

> Managed and successfully completed all Radionics technical product

document changes to meet the current product specifications and the Bosch

style design requirements.

> Maintained expert representation of specific product categories including

but not limited to Computer control, Intrusion, Access Control, and Fire

products.

> Established and maintained contacts with; Architects & Engineers,

authorized Dealers and qualified End Users (School Districts, Chain

Stores, etc.) who drive specification driven markets, and enterprise style

systems.

> Updated and defined new CAD files.

> Contributor as a team member on large access control and analog fire

application projects at the inception through closing of the sale and

product management relative to market driven product enhancements and

future needs and trends.

> Reviewed and provided analysis on competitor's product offerings.

RADIONICS, INC/Detection Systems (Acquired by Bosch)

Salinas, CA.

11/1999 - 12/2000

Sustaining Project Manager

> Managed existing product/software lines by interfacing with both

engineers and customers to implement updates.

> Released product updates by providing handoff packages to Quality Release

Testing and Manufacturing.

> Updated and created Specification sheets, Operation and Installation

manuals that concern control panels, accessory modules and software.

> Provided schedules and feedback on current engineering projects;

coordinated field BETA testing and field site visits

> Created new product requests documents from customer feedback meetings.

> Provided monthly forecast scheduling on more than 800 line items.

> Developed pricing schemes and stock reduction plans.

> Measureed tracked and resolved customer complaints and non-conforming

product issues.

> ISO 9002 Internal Auditor, audit departments and provide detailed reports

to the QA coordinator.

Customer Service/Technical Support Manager

09/1992 - 10/1999

> Managed and provided leadership for twenty Technical Support

Representatives.

> Created and set department goals and budget.

> Maintained a schedule to meet the service level objective of answering

over 80 percent of incoming calls within thirty seconds; generated and

analyzed productivity reports; implemented and reported improvements

during quarterly mgt. review meetings.

> Created and streamlined ISO 9002 and company processes.

> Responsible for the closure of Product Issues and Customer Complaints as

describe by the corporate ISO processes.

> Developed and implemented the Exceptional Customer Care training program

to the company.

> Developed and posted technical articles for the monthly Communicator,

field notices and technical literature.

> Designed and built Databases to measure call quality and Representative's

performance.

NEVADA FIRE AND SYSTEMS ALERT

11/1986 to 09/1992

Reno, NV

Installation/Service Technician

> Efficiently and accurately installed burglar, fire, card access, and CCTV

systems.

> Met all project completion dates well ahead of schedule.

> Supported and Coordinated with the sales staff to complete complex and

large job designs/ installations; provided training, twenty-four hour

technical support to the customers.

UNITED STATES AIR FORCE

05/1982 to 09/1986

Telephone Installation and Repair Crew Chief, SGT (E-4) (Honorable

Discharge)

> Supervised and trained personnel; installed and serviced complex key

systems, electronic hosts, and critical communication circuits and both

high and low voltage AC/DC circuits.

QUALIFICATIONS:

Outstanding Customer Care skills

Proficient in administrative leadership, organizing workload for employees

Disciplined in developing and using processes

Practiced in implementing training programs

Superior level of trouble shooting and problem solving

Very knowledgeable of computer (hardware and software) operations

Education and TRAINING

USAF Community College Year 82/83 (Electronic Theory AC/DC practices and

Bell Telephone Systems)

USAF Student Leadership School Year 82

USAF Supply Course Year 83

USAF NCO Preparatory Course Year 84

University of Maryland Year 84/85 (Studies in general education and the

arts)

Allan Hancock College Year 85/86 (Studies in general education and the

arts)

Hartnel Community College Year 93/Present (Studies in general education and

the arts)

QES and QTM trained Year 93 (Quality Education System and Management -

Philip Crosby)

Specialized Supervisory Training Year 93 (Radionics)

Fred Pryor Seminars, Project Management and How to Supervise People Year 94

Instructor, How to Give Exceptional Customer Service Year 95

Incoming Call Center Management Course Year 95

ISO 9002 Internal Auditor Course Year 96

NICET Level II Introduction Seminar Year 96 (Certification field of Fire

Protection Engineering Technology)

Incoming Call Center Management "The road ahead to the next Generation Call

Center" Course Year 97

The Dale Carnegie Course Year 98

The Dale Carnegie Leadership Training for Managers Year 99

Murray State University Year 2001 (AutoCAD 2002 course)

Network Fundamentals Seminar Year 2002

Shasta College Year 2007- Present (Studies in general education and the

arts)

COMPUTER SOFTWARE

Windows 95/98/NT/XP/Vista( Internet Explorer(, Microsoft Access(,

Microsoft Word(, Microsoft Excel(, Microsoft Project, S Micorsoft Mind

Manager( Symantec Q & A(, Lotus 123(, DOS( 6.0, Network Environments,

Adobe( Page Maker(, Photo Shop(, Free Hand Pro(, Autodesk AutoCAD( 2002-

09

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