Customer Service Manager

Colin J. Canty

*** ****** ***

Middlesex, NJ ****6

Phone: 908-***-****

Email *******@***.***

Expertise in Initiating, Planning, Executing, Monitoring, Controlling and

Closing Processes

. 10+ years of Management experience Managing the Tasks, Sales

Management, Maintaining the Implementation Plan and Project Plan and

Budget, Time and Resource Management, Integration Management, Scope

Management, Quality Management

. Strategic sourcing manager highly skilled in interviewing,

presentations, offer

extension, salary negotiations, references checks and experience

evaluations. Effective communicator, good closing skills, technically

minded.

. Possess the ability to quickly develop rapport to attract quality

candidates/clients. Interface well with all levels of management and

contract labor.

. Quality Control for the Tasks, Meeting Presentations, Establishing

Metrics, KPIs and Controls, Managing day to day activities

. Known as a creative problem solver whose implementation solutions

produced measurable improvements to the company's sales and profits

Work History

United Teletech Financial Credit Union

June 2009 to May 2010

Collections Manager

Responsible for the collections and recovery for a loan portfolio of $180m

. Researched and implemented efficiencies and technologies which led to

a reduction in delinquencies from 4.5% to 2.75%

. Developed and established relationships with 3rd party vendors

. Manage all legal aspects of delinquent accounts with the attorneys

office pertaining to bankruptcies, foreclosures, repossessions, court

appearances and collections

. Perform risk analysis on the loan portfolio on all collateralized

loans to determine future potential losses

. Amended the collection, repossession and charge off policies for the

credit union to further reduce losses and potential losses whilst

remaining legally compliant

. On the advisory board to the lending department to highlight areas of

weakness in their lending guidelines and provide solutions for

improvement

Cintas October

2007 to May 2009

Service/Sales Manager

Identified, interviewed, evaluated, and recommended or rejected candidates

in response to hiring requirements for various departments including

Service and Operations.

. Trained entire collections staff on objection handling techniques to

drive results

. Trained 55 Service Sales Representatives on objection handling

techniques

. Increased net sales within team by over $10,000 per week

. Maintained net billings of 97% within team which was one of the

highest in the country

. Managed a team of 9 service sales representatives

. Drove results within the team with the use of constant role plays and

one on one training sessions

. Trained team of 9 service sales representatives on upselling,

negotiating, price increases & objections handling techniques whilst

maintaining spectacular customer service

. Maintained 94% customer retention and 87% customer satisfaction which

was well above my peers

Enterprise Rent a Car June 1997 to June 2007

Branch Manager

Perform the duties of supervising staff, training, scheduling, inventory

control, equipment maintenance, and loss prevention.

. Utilized industry knowledge and interpersonal skills to actively

recruit additional employees for branch.

. Identified, interviewed, evaluated, and recommended or rejected

candidates in response to hiring requirements.

. Trained and motivated a staff of up to ten employees on up selling,

objection handling/overcoming and presentation techniques

. Successfully sold three dealerships (Clinton Honda, Bridgewater Volvo

& Somerset Nissan) out of their loaner and into using Enterprise for

their loaner needs instead

. Constantly stayed ahead of other local rental vendors by knowing their

pricing structure, their strengths and their weaknesses

. Measured in the top three of thirty locations four years in a row for

highest operating profits and customer service winning four

exceptional achievement awards

. Increased fleet 10% when I successfully sold Merck out of using a

competitor and into using Enterprise instead

Enterprise Rent a Car

Operations Manager

Developed meaningful supplier relationships and managed the on-going

supplier relationships including the management of formal supplier

agreements. Served as single point of contact for customer issues regarding

supplier performance.

. Managed outside vendors battling cost pressures and improving profit

margins.

. Improved expenses $15,000 per month by reducing downtime on repairs by

implementing a more efficient distribution throughout region served

. Reduced personnel expenses $50,000 per year by increasing efficiencies

within the department when a departing employee was not replaced

. Decreased personnel expense $2,000 per month by implementing a flex

time schedule which resulted in improved employee morale with no

decrease in efficiency or customer satisfaction

. Increased net profits by $70,000 by adopting a fleet clean up policy

which resulted in reduced sales turnaround time by two days due to

delivering a cleaner fleet to the market faster

. Lowered expenses $8,000 per month with lower negotiated labor and

material rates with two new repair vendors

. Managed the vehicle repair and maintenance budget for thirty five

branch's and a fleet of 5,000 cars

Education

AAS - Computer sciences

1993

College of Commerce (Cork, Ireland)

Employer Education

Meticulous Hiring Course

Manager Development Course

Contact this candidate