Customer Service Manager
Resume:
Zach Sturtz
Orlando, FL 32832
**********@*******.***
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SUMMARY
Energetic, team oriented leader with a proven track record of success in fast paced, dynamic
environments. Goal driven mindset combined with a high degree of analytical abilities and the
aptitude to communicate with personnel at all levels. A strong focus on quality, accountability,
efficiency, and attention to detail provide high standards of excellence.
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WORK EXPERIENCE
Manager of Contact Center Operations [5/2003 – Present] DialAmerica Orlando, FL
-Organized and managed multiple high profile projects with emphasis on short and long term
strategic plans, operational efficiency, and developmentally focused accountability while
continually exceeding expectations.
-Responsible for managing all human resource functions for full and part-time staff at varying
levels of responsibility including hiring, training, development, conflict resolution, performance
measurement, and disciplinary actions.
-Maintained expenses below divisional expectations with consistent awareness of resource
allocation and variable expense management.
-Streamlined daily reporting functions by eliminating redundancies and enforcing proper attention
to detail.
-Instituted aggressive recruiting campaign with strict expectations improving representative
profile.
-Increased overall branch production through focused management development initiatives.
-Implemented various bonus and commission plans increasing production and retention.
-Systematically maximized efficiency with focused staff calibration and effective policies.
-Improved trainee productivity through graduated representative training exercises.
-Consistently achieved top vendor status on multiple high profile programs.
-Nationally recognized as Manager of the Quarter - October 2006.
Technical Events Coordinator [12/1998 - 5/2003] RetroBox Columbus, OH
-Fostered retail partnerships with local and national computer franchises while improving on
existing relationships.
-Developed return procedures, customer service documentation, and provided live technical
support.
-Evaluated and developed pricing based on current market trends through elaborate market
matrices.
-Contrived a weekly retail sale using existing resources to further elevate market branding.
-Developed marketing strategies for online auction sales increasing sales volumes 10x.
-Doubled the frequency of attended retail trade events increasing customer recognition.
-Managed staffing and inventory for retail trade events throughout Ohio.
-Established efficient procedures for processing and tracking sales.
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EDUCATION
Bachelor of Technical Management DeVry University Columbus, OH
-Management processes and techniques in various business settings with a focus on project
management, marketing, and general business administration.
Associate of Applied Science in Electronics DeVry University Columbus, OH
-Personal computer and electronic component level repair and troubleshooting.
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