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Customer Service Manager

Carmel, New York, 10512, United States
May 26, 2010

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Qualifications Summary

Astute, dynamic and highly motivated professional with progressive growth

and experience in delivering the highest standards of professional

excellence in operational management and customer relations. Energetic self-

starter with comprehensive knowledge of the policies, procedures, processes

and techniques required to drive sales and profitability, build top-

performing customer-focused employees, while achieving organizational and

customer objectives. Highly disciplined and a resourceful team leader with

the skill to leverage exceptional cross-functional behavior competencies

and the capacity to multitask in a fast-paced environment, manage competing

priorities with ease and make quick, effective decisions.

* Knowledge of concepts, practices and procedures used in field

operations and transportation regulations with the ability to develop

and effectively implement field operational processes.

* Effective team leader, mentor and coach with the ability to motivate,

train and develop top performing employees.

* Experienced in evaluating current processes and implementing processes

targeted at improving operational efficiencies.

* Exceptional communication skills with the ability to work with diverse

groups while inspiring confidence at all levels.

* Recognized for exceptional leadership qualities and skills in going

beyond what is expected to ensure total customer satisfaction.

Core Competencies

Operational Management Contractor Management Fluent in Italian

Issue & Conflict Loss Prevention Proficiency in Spanish


Accident Investigations Cost Control Staff Supervision &


Workplace Safety Process Improvement Customer Service

Professional Experience and Employment History


FedEx is committed to providing outstanding customer experience, to being a

great place to work, a thoughtful steward of the environment and a caring

citizen in the communities where we live and work. At FedEx, we are

passionate about sustainably connecting people and places and improving the

quality of life around the world.

Service Manager, Bronx, NY (2008-Present)

Manage and provide leadership in the day-to-day operations relating to

package handling and delivery and to the staff of package handlers.

Responsible for the efficient sorting, delivery and handling of packages

within established timeframes and providing customers with superior

customer service.

* Accountable for meeting productivity and service goals, following

established guidelines and standards to produce a safe and clean

working environment.

* Foster results-based partnerships with contractors while holding them

accountable for meeting delivery goals and providing superior customer


* Responsible for vehicle performance and safety including vehicle

inspections, monitoring of service hours, audits and dispatching of


* Conduct driver/employee evaluations, accompanying drivers along their

delivery routes to provide input on safety compliance and adherence to

company delivery policy.

Service Agent, Stamford, CT (2007-2008)

Led the customer service and account management functions with high profile

accounts and their customers in resolving issues with misplaced and lost

packages. Worked daily with management, contractors, and package handlers

in executing daily prevention and reconciliation practices for any missing

packages, ensuring proper administration of the contractor tracer program.

* Identified operational gaps contributing to loss claims and

collaborated with senior management in addressing issues and

implementing correct action measures.

* Contributed to terminal service improvement initiatives that improved

ranking from 12th to 1st in the region.

* Evaluated loss reports and claims, analyzing loss trends to define and

implement improved loss prevention strategies.


From the food to the decor, Villa Barone offers an experience second to

none with its world class cuisine, luxurious accommodations and function

facilities complimented by world class customer service.

Supervisor/Ma tre D'/Capitan

Serve as host for catered affairs with up to 500 guests with full

responsibility for the coordination and scheduling of wait staff, food and

beverage service and entertainment.

* Provide personal attention and service to function guests ensuring

total customer satisfaction.

* Lead, manage and train wait staff in providing best-in-class service.

* Recognized for exceptional customer service skills and credited with

providing customers with a compelling reason to return.

Education and Professional Development

* Bachelors Degree, International Business Trade/Transportation, Suny

Maritime, Throggs Neck, NY

* Associates Degree in Marketing, Westchester Community College,

Valhalla, NY

* Recipient of President's Scholarship

* Dean's List Student

* Federal Express Certificates in: Achieving Results, Service Manager,

and Leadership training courses.

Computer Skills

MS Word ( MS Excel ( MS PowerPoint

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