Customer Service Management

Nathan J. Otis

Parker, Colorado *****

720-***-**** ******.****@*****.***

SUMMARY OF QUALIFICATIONS

Customer Service & Operations Manager with nine years of business experience. Expertise

includes team leadership, process & project management, training & development, service offerings,

transportation management, order fulfillment, inventory management and quality assurance. Strong

track record of achieving business goals and strengthening competitive edge through planning and

tactical leadership. Dedicated to building and developing high performing teams that exceed

expectations.

Management Employee Relations Customer Service

Operations Management Leadership & Team Building Customer Satisfaction

Project Management Staff Development Problem Solving

Quality Improvement Performance Management Sales & Promotions

Budget Management Change Management Communication

PROFESSIONAL EXPERIENCE

Customer Service Team Leader and Tier 2 Support

Prime Time Communications, Englewood, CO March 2008 – February 2009

• Trained new employees on Customer Service model

• Created Customer Service policies and procedures manuals

• Dispatched field techs and created schedules for timely addressing of customer issues

• Provided technical support to customers across CO, UT, NV, KS, and MS

• Provided service for customer needs e.g. new accounts, service changes, billing adjustments

• Provisioned digital equipment for customers

Customer Service Manager

The Johns Manville Corporation, Littleton, CO 2004 – 2008

• Managed the design, implementation, and delivery of services, and focused on profitable

product delivery, order fulfillment, consultative selling, and account management

• Achieved 15% increase in overall productivity through improved staffing, inventory, and

quality levels

• Attained 20% increase in productivity and customer satisfaction by consolidating three

customer service centers into one

• Partnered in driving positive income from Operations growth by 50% year-over-year by

standardizing business process

• Served as Team Lead position for the 5 week implementation of CISCO telephony upgrade

• Created and implemented training curriculum for service account representatives

Nathan J. Otis Page 2

Program Analyst

Northrop Grumman, Des Plaines, IL 2003 – 2004

• Provided Technical Services and Support to commercial customers in accordance with

contract parameters

• Administered Resource Tracking Program, managing budget of $91million

• Underwrote and processed purchase requests using PRISM accounting program

• Processed up to 100 Payment Certification Letters per month, including distribution,

collection, and verification

• Processed Joint Acceptance Inspections using the JAI Prototype Citrix program

• Developed and maintained training guidebook for PRISM accounting program

Procedures and Systems Analyst

Beckman Institute, University of Illinois Champaign, IL 2000 – 2001

• Converted Artificial Intelligence documentation into a digital library for the Knowledge-Based

Systems Group to deliver to the U.S. Navy

• Utilized HTML to create an online internal operations and procedures manual for a department

of more than 200 employees

Administrative Support Assistant

State Farm Insurance Agency, Bloomington, IL 1999 – 2000

• Scheduled, tracked, and documented a yearlong email migration from legacy systems to

Outlook

EDUCATION & CERTIFICATION

Parkland Community College, Champaign, IL, 1991 – 1993

Associates in Arts (Degree in Progress)

Certified Six Sigma Green Belt

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