Customer Service Management

Joseph Raines

**** *. ***** ***, ******, CO *****, mobile - 303-***-****

e-mail - ********@***.***

Objective To go above and beyond in achieving results through

positive thinking via detailed oriented objectives

while demonstrating a passion for excellence,

integrity, and leadership.

Skills and Responsible for providing risk, logistics,

Qualifications inventory, facility and warehouse operations

management including personnel supervision while

maintaining excellent organizational skills to

properly manage functional areas.

Overseeing multiple tasks with varying priorities,

worked with many departments within an organization

to ensure smooth operation, identifying areas of

improvement, as well as researching, developing,

and implementing improved procedures.

Instituted comprehensive, corporate wide

performance metrics initiatives by managing

processes that resulted in a proactive vs. reactive

management.

Led resolution of employee inquiries concerning

policies, procedures, programs, or personal

problems through active listening and standard

coaching methods dealing with schedule creation.

Resolved conflicts between departments to ensure

personnel obtained accurate and detailed production

schedules, conducted team leader meetings, and

resolved all customer problems within my scope of

responsibility.

Demonstrated strengths in managing diverse job

processes while building and maintaining

relationships through out an organization.

Motivated staff, colleagues, and managed corporate

objectives through major changes.

Efficient in managing multiple projects

simultaneously while utilizing excellent

organizational/critical thinking skills and good

judgment, consistently able to provide high level,

systematic standards of performance dealing with

medical supplies/pharmaceuticals.

Applied strong interpersonal and communication

capabilities in working with a wide range of

personnel at all levels to gain valuable insight,

avoid potential problems, and facilitate the timely

completion of projects.

Responsible for quality of service delivery to

multiple business units, problem escalation, crisis

management, change management, and service level

standards across multiple platforms. Key member of

the change management panel for the scheduling

team.

Produced business case, cost, pricing, and

competitive analysis reports to upper management to

win approval for contracts and high dollar

investment equipment.

Built cross functional processes between

purchasing, material control, and quality control

departments to quickly resolve product issues,

reduce procurement costs, and efficiency provide

the quickest delivery turn around possible.

Senior Scheduling Analyst

Experience 12-2007 - 08-2009, Dex Media, Denver, CO

Responsible for the development, maintenance, and

management of all publishing, production, and

printing schedules. Maintained over six hundred

directories for the western footprint over a

thirteen state radius. Distribute schedules via

email or through updating the scheduling intranet

websites so upper management in sales and

production knows the expected due dates and

deadlines. Negotiate schedule change requests and

apply accurate business decisions and processes on

behalf of the business.

Assistant Manager Scheduling Department/Logistics

Coordinator

09-2005 -10-2007, Hospital Shared Services,

Denver, CO

Maintained implemented, applied and monitored

scheduling procedures, regulations and policies

pertaining to scheduling functions which include

payroll, attendance, and new employee orientation

for over 2,200 employees and over 22,000 hours

scheduled per week. Ensured that overtime rates for

all facilities for both health care and commercial

are minimized and maintained within company

standards. Prepared and reviewed important billing

activities to maintain proper alignment with the

client. Communicated with employees pertaining to

company policies and procedures in accordance with

call off's and absences to ensure proper shift

coverage at facilities. Ensured teamwork and

communication with upper management to guarantee

expectations are exceeded for the company. Created

and managed production schedules for Bonfils Blood

Center.

Client Care Administrator

05-2005 - 09-2005, Standard Register, Denver, CO

Managed a Book of Business as assigned by the

Account Manager from the overall products in the

program. These may include Stock, Non-Stock, and

Print on Demand products. Management of a Book of

Business means being the conduit between the

customer and order entry. Uses online order system

to manage daily activity of Book of Business which

includes system generated reorders due, new designs

and re-designs.

Logistics Management Analyst

10-199*-**-****, United States Air Force, Aurora,

CO

Developed and administered integrated logistics

strategies for hospital and clinical facilities,

including supply chain activities from point of

manufacture through information management support,

deployment freight, warehousing, customer freight,

order management, customer warehousing, customer

store shipment, and customer placement. Ensured

that customer service and time objectives were

achieved within existing financial constraints in

order to maximize sales, market share and profit

for company and customer. Ensured the execution

and continuous improvement of standard logistics

processes, such as the replenishment system, data

interchange systems, demand management, electronic

data systems administration, and related functions.

Created relationships with strategic customers

through logistics initiatives. Integrated learning

from customers, competitors, operating entities,

distribution, transportation, customer service,

other industries, industry groups, and professional

training to continuously improve competitive

position.

Education

Bachelors of Science, Business Administration,

Management, Cum Laude

Regis University, 2009

References References are available on request.

Contact this candidate