Customer Service Manager

Larry Tokson

** **** **

Everett, MA *****

617-***-**** (H)

857-***-**** (C)

********@*******.***

.

Objective

Goal oriented professional seeking a management position where I can

utilize my years of experience managing people and customers.

Education

Control Data Institute, Burlington, MA

Computer Electronics Certificate

Everett High School, Everett, MA

Diploma

Salem State College, Salem, MA

Chemistry Major, Two years completed

Professional Skills

< Excellent Communication Skills

< Excellent Customer Service

< Interpersonal Skills

< Computer Literate

< Microsoft Windows/Word/Excel

< Excellent Management Skills

< Ability to multi-task

< Work well under pressure

< Team Player

Professional Experience

2006-2008 Production Manager, Tom Curren Companies, Newton, MA

< Managed Staff of Carpenters, Painters and

Handymen

< Responsible for Dept. budgeting, hiring,

scheduling and training

< Responsible for making sure that all customer

complaints got resolved quickly and efficiently

< Handled all performance and merit reviews

< Helped implement training program to ensure all

employees were familiar with the process of our

System

< Helped develop a set of standards and made sure

they were strictly adhered to

< Responsible for overall customer satisfaction

and achieved an overall 97% customer

satisfaction rating

2000-2006 Director of Services, TenCorp/GreenPages, Kittery, ME

< Responsible for office operations

< Manage and motivate staff of computer engineers

and technicians

< Control flow of work, including repairs,

upgrades, projects and orders

< Oversee scheduling and production of both in-

house and on-site work

< Assist in coordination and logistics of

projects

< Responsible for all inventory at the location

< Work as a member of the management team to

design and implement improvements and changes

< Ensured strict adherence to our ISO 9001

Certification

< Responsible for overall customer satisfaction

1991-1999 Service Manager, A.L.S Computer Systems, Brighton, MA

< Managed crew of 6 technicians

< Responsible for scheduling of repairs to

computer hardware and software either on-site

or in-house

< Diagnosed problems and repaired PC's at every

hardware and software level

< Maintained proper inventory level of all

computer components

< Purchased parts from vendors

< Responsible for the shipping and receiving area

< Responsible for the return of damaged products

(RMA"S)

< Extensive customer support via telephone asking

questions to determine their exact computer

needs

< Supervised the building of computers for our

extensive customer base

< Responsible for overall customer satisfaction

Certifications: A+ Certified

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