Manager Customer Service

Michael Diemer

*** **** **** ****** ( Collingswood, NJ 08108

856-***-**** - Home ( ****.******@*******.***

Operations

Petroleum Industry Specialist

Experienced, successful Manager and motivated leader with a strong working

knowledge of fuel markets, operations, marketing and risk management.

Remain abreast of industry trends and utilize knowledge and information to

predict future market volatility levels. Known for ability to optimize

operating procedures, decrease expenses, and streamline the organizational

structure to increase profits and improve staff productivity. Strong

analytical and problem-solving skills applied in a fast paced environment.

Areas of Expertise:

Financial Analysis Business Management

Oil and Gas Quality Oil and Gas Operations

Strategy Formulation Organizational Leadership

Staff Motivator Client Relationship Management

Gasoline & Fuel Oil Blending Logistics & Operations

P & L Responsibility Cost Containment & Profit Optimization

Professional Experience

SAYBOLT LP, Division of Core Laboratories - Linden, NJ, 2006 to 2010

LOCATION/BRANCH MANAGER, 2008 to 2010

Directed the day-to-day operations of an oil verification and inspection

facility for the New York Harbor branch office. Managed a staff of 24

employees including an Operations Manager, Laboratory Manager, inspection

personnel, schedulers and office administration. Organized and prioritized

the workload and make critical, on-the-spot decisions. Analyzed customer

reports to ensure accuracy in a time-sensitive, and volatile market

environment where slight errors can cost thousands of dollars. Served as

primary point of contact for clients regarding operational issues.

Selected Achievements:

. In my first full year as Location/Branch Manager (2009), the branch

exceeded budget plan and achieved the highest profitability in the

last seven years.

. Successfully analyzed the branch's operations negotiating lower vendor

price agreements for purchasing supplies and implementing new

procedures for employee overtime resulting in a 5% reduction in costs.

. Designed tools and spreadsheets for an expanded version of the monthly

financial reports for revenues, budget status and profit projections.

The monthly "Flash Reports" gave accurate projections for one, two and

three months into the future.

. Instituted daily operational meetings to improve communications

between departments and created presentations to educate and train

staff on company policies, issues and goals.

. Developed and implemented a management training program to work one-on-

one with new employees for their first year to mentor and develop

them.

LABORATORY MANAGER, 2006 to 2008

Managed and provided technical direction to all operations personnel of a

10 person state-of-the-art, petroleum analytical testing laboratory.

Scheduled technicians, handled customer inquiries and monitored regulatory

requirements for compliance to EPA, ISO, ASTM, Saybolt company standards

and customer quality control mandates. Continually identified and corrected

problems with existing operating procedures and validation of equipment to

improve the lab's level of Quality Assurance. Represented the Laboratory

providing responses and written documentation of audit findings to both

internal and external auditors.

Professional Experience, continued

Selected Achievements:

. Increased Laboratory business in 2008 through phone marketing

campaigns increasing revenues by $10K per month over 2007.

. Instituted a weekend shift which decreased overtime costs by $3K per

month.

. Sourced and purchased $400K of laboratory equipment to improve overall

QA and to handle biodiesel fuels.

. Maintained full profit and loss responsibility for the department.

TINIUS OLSEN - Horsham, PA, 2005 to 2006

FIELD SERVICE TECHNICIAN

Worked with customers on-site to provide set up, calibration,

troubleshooting and repair for a variety of analytical test machines used

in the plastics and metals industries.

Selected Achievements:

. Provided customer training on new equipment and on software and

hardware upgrades to existing equipment.

. Dispatched to "highlighted" or key customers to ensure excellent

customer service was provided. Outstanding performance resulted in

being Account Manager to two major clients in the first year working.

FIVE POINTS SPORTS COMPLEX - Deptford, NJ, 2000 to 2004

OPERATIONS MANAGER

Assisted in the startup of a family business creating business centers, job

descriptions, and operating procedures. Oversaw daily operations and

prepared budget projections and financial reports for the owners.

Selected Achievements:

. Solicited and obtained new business from local companies and regional

sports organizations.

. Provided daily customer service; scheduled tournaments, league

matches, court assignments and referees.

. Recognized opportunities for improvement and initiated changes to

enhance overall effectiveness.

CAMIN CARGO CONTROL - Linden, NJ, 1997 to 2000

LABORATORY MANAGER, 1998 to 2000

LABORATORY SUPERVISOR, 1997 to 1998

Managed a staff of 7 technicians in a Petroleum products testing lab that

operated on a 24/7 schedule. The lab performed over 50 ASTM testing

procedures including the use of AA, GCMS and octane combustion engines.

Education & Affiliations

WILMINGTON UNIVERSITY - Wilmington, DE

MBA, expected graduation December 2010

UNIVERSITY OF PITTSBURGH - Pittsburgh, PA

BS, Major - Psychology, Minor - Chemistry, 1997

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