Customer Service Management

J ASON BELL

*** ***** **** ****** • Mount Prospect, Illinois 60056

abmzn3@r.postjobfree.com • 847-***-****

OPERATIONS MANAGEMENT PROFESSIONAL

Service Operations, Analysis, Project Management, Process Improvement, Staff Development

High performance, results driven Senior Executive with significant progressive success delivering results and improving

margins. Committed to increasing stakeholder value through, efficient asset and resource utilization, responsible

deployment of capital, and through creative solutions to operational issues . A proven catalyst for change, combining

the development and tactical execution of strategic initiatives with strong leadership of cross functional staff. Dedicated to

fostering effective communication and developing teams to achieve both individual and group success.

CORE SKILLS

Strategic & Tactical Planning • P&L Management • Systems and Process Reengineering

Innovative Solutions & Efficiency Improvement • Operations Metrics (KPI) Establishment & Analysis

Productivity Improvement • Resource Management • Benchmarking • Budgeting

Contract Negotiations • Employee and Team Development • Community Relationship Building

Customer Service • Policy Development and Implementation

SELECT ACCOMPLISHMENTS

Co Developed and led seven regions to the successful fulfillment of a one year $95 million capital plan – twice

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the size of any previous budget in the organization’s history. (Utilities, Inc.)

Realized a 13% reduction in collisions, with an 86% reduction of work related injury, and vehicle repair and

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replacement expense, through the development of safety initiatives, inclusive of in house produced instructional videos and

increased training of field Safety and Compliance Managers. (Utilities, Inc.)

Achieved an immediate 6% increase in key customer satisfaction metrics by refocusing field activities on the

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client. (Utilities, Inc.)

Saved $600,000 annually by consolidating numerous regions’ supply purchases into national accounts with large

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suppliers. (Utilities, Inc.)

Oversaw multi campus consolidation; completing project on time with near 100% retention of student

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enrollment and revenue. (Kaplan Higher Education)

Improved customer satisfaction by over 15% in a two month period by creating a customer service training

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manual and partnered with a software developer in the outlining of functional requirements for a web based communications

and repair request system. (PB Bell and Associates)

Redesigned the customer service structure of new home sales division by defining value adding processes and

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assigning accountability, resulting in increased responsiveness to homeowners’ needs. (PB Bell and Associates)

In partnership with the COO, implemented a high performance team structure, encompassing all facility

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employees, allowing each employee control over different revenue centers as well as scheduling. Results included, in part, an

estimated 21% decrease in staffing and inventory costs. (VCA Antech, Inc.)

Increased revenue by 13% year over year, while simultaneously reducing costs by 6%. (VCA Antech, Inc.)

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Directed all aspects of the greenfield development of a 20,000 sq. ft. Veterinary Emergency and Specialty Care

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Center; inclusive of design, bidding, construction, equipment management, staffing, and marketing. (VCA Antech, Inc.)

JASON BELL Page Two

C H

AREER ISTORY

UTILITIES, INC. – Northbrook, Illinois 2007 – 2010

Eighth largest US private water and wastewater company delivering services nationally to over 300,000 customers, employing

approximately 500.

OPERATIONS SUPPORT DIRECTOR

Reporting to the COO, responsible for the operation of 84 company divisions in 15 states. Four direct reports, accountable

for operations analysis, legal and insurance claims, customer service, OSHA compliance, fleet and facilities management,

regulatory compliance, corporate branding and press releases.

• Project managed the acquisition and divestment due diligence process of company divisions, as well as negotiated

contracts and agreements for the company and individual divisions.

• Developed, monitored and reported to the Executive Team on operation metrics, P&L and key performance

indicators within functional areas.

KAPLAN HIGHER EDUCATION – Chicago, Illinois 2006 – 2007

Division of the Washing Post company that provides post secondary education through 70 campuses in 22 states, generating $1.1

billion in annual revenue.

OPERATIONS ANALYST

Conducted detailed analysis of operational data, process and policies that impacted the ability to meet business goals at

both the corporate and business unit levels.

• Managed cross functional projects, as assigned by the Executive Director of Special Projects, including regional

re structuring planning, demographic analyses, employee satisfaction surveys and competitor business model

analyses.

PB BELL AND ASSOCIATES – Scottsdale, Arizona 2005 – 2006

Privately held real estate developer and property management company.

PROCESS IMPROVEMENT SPECIALIST

• Performed TQM analysis; establishing a centralized work order database management systems, web based

customer access and remote work order processing.

• Developed and implemented Customer Service Standards manual and a complementary training program;

subsequently implemented division wide to provide customer focused decision making framework.

VCA ANTECH, INC. – Scottsdale, Arizona 1999 – 2005

Formerly Pet’s Choice, Inc; VCA Antech owns and operates 438 veterinary hospitals and laboratories in 38 states, generating

$1.2 billion in annual revenue.

OPERATIONS DIRECTOR

Directed all operations and business strategy of a $5 million, 24 hour emergency and specialty facility, leading a team of

seven direct reports and a staff of 60.

• Manager of the Year, 2000.

• Decreased costs through capacity optimization, focusing on value adding activities, streamlining staffing and

patient handling procedures, just in time inventory management and accurate budgeting and compliance.

E DUCATION

ARIZONA STATE UNIVERSITY – Tempe, Arizona

MASTER OF BUSINESS ADMINISTRATION

BACHELOR OF SCIENCE – PSYCHOLOGY

BACHELOR OF ARTS – ENGLISH

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