Customer Service Manager
Resume:
Jeffrey P. Dawson
Pontiac, MI 48340
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EMPLOYMENT HISTORY
Shipping and Receiving Specialist, 2/2013 to Present
PGK Systems, Troy, MI / Contract work for Takata, Auburn Hills, MI
Load and unload parts & materials at several warehouses for one of
the largest leading suppliers of advanced automotive safety
equipment.
Receive daily shipments of safety recalled parts: unpack, scan, and
record.
Inventory accuracy and warehouse organization- bins and pallets.
Store and prepare products to be shipped for recycling.
Keep work area clean and follow all safety precautions.
Package Handler/ Driver Helper (Seasonal), 11/2012 - 1/2013
UPS, Pontiac, MI
Hired to assist United Parcel Service the world's largest package
delivery company during peak (Holiday) season. I worked both
mornings and afternoons. I have gained valuable knowledge and
experience: Logistics, warehouse, supply chain, and the flow of
materials.
Package Handling - Morning
Presort - Start of operation, unload freight trucks and sort
packages onto different belts and pathways at a fast pace.
Preload - Load a number of delivery trucks by hand (continual
lifting) from conveyor belts and rollers in a numerical and
organized manner.
Driver Helper - Afternoon
Assist the driver with picking up and delivering packages for both
residential and commercial customers: Safety, Quality, and
performance.
Record package delivery information utilizing DIAD (Delivery
Information Acquisition Device)
Provide excellent customer service.
Office Operations Manager, 10/2005 - 03/2012)
Future Vision, Saginaw, MI
Manage all operations for a Dish Network retailer relating to:
sales, installation, and service. Responsible for maintaining,
developing, and implementing new procedures pertaining to
productivity and profitability.
.
Manage Service Department and assist the General Manager supervising
Sales Managers, 70+ telemarketers, (salary, hourly & commission
employees) and sub-contractor installers.
.
Key decision maker, quote jobs, set priorities, and resolve
problems. Make sure jobs are quality jobs: not manipulated, built
correctly and follow Dish Network's Business Rules.
.
Route, dispatch, and scheduled jobs: service calls, upgrades, and
installs. Follow up to ensure that jobs are 100% disposition and
closed out daily. Make sure that all paper work, contracts and
monies are received.
.
Manage day-to-day operations of all aspects of the property to
assure maintenance and quality for 2 office buildings and warehouse.
Direct and coordinate with Warehouse Manager and maintenance
department.
.
Responsible for tracking installer's inventory at many locations in
7 different states. Place equipment and supply orders with
distributor and ensure that damage & used equipment is returned.
.
Inventory, monitor, distribute and order equipment and office
supplies.
.
Prepare and distribute payroll for subcontractors; both installers
and commission sales.
.
Field calls from installers & customers regarding installation,
service, and damage issues. Respond to Dish Network, BBB, and
Attorney General's concerns.
Dedicated Provisioning Coordinator, 08/2000 - 10/2005
Global Crossing, Southfield, MI
Responsible for seamless delivery and management of end-to-end
implementation of voice and data services for Global Crossing's
dedicated customer base, nation wide.
.
Manage and coordinate tasks associated with customers orders
received from field sales.
.
Resolution of escalation issues as well as monitor critical dates
received for timely service activation.
.
Provide support to sales, technical assistance, and other
departments to confirm completion.
.
Personally requested to manage all (G&E) General Electric's customer
orders.
Dispatch Manager, 07/1999 - 08/2000
Future Vision, Saginaw, MI
Supervision and Management of the Installation Department for a
Primestar and Direc TV satellite television dealer. Responsible for
sales, customer service, troubleshooting, routing and the allocation
of supplies and equipment.
Installer, 10/1997 - 07/1999
Sub Contractor / Jeff's Satellite Service, Pontiac, MI
Contract work for Future Vision: Responsible for installations,
sales, and service for Primestar Satellite Systems accounts.
Account Manager, 08/1993 - 11/1997
Powers Distributing, Sylvan Lake, MI
Responsible for managing route of seventy-five stores and all sales
functions at one of the largest Miller Beer Wholesalers in the
country (inventory, customer service, product rotation, and
merchandising.)
Guest Service Supervisor, 04/1995 - 12/1999
The Palace of Auburn Hills, Auburn Hills, MI
Assist Guest Service Manager in training and supervision of Arena
Hosts to ensure all patrons had a pleasant visit.
.
07/1988 -04/1995 Arena Host - Greet, seat patrons, check tickets,
and enforce rules & regulations.
EDUCATION
Bachelor of Arts, May 7, 1988
Central Michigan University, Mt. Pleasant, MI
Major: Industrial Supervision & Management
Minor: Business Administration
SKILLS AND ABILITIES
I am a dedicated, productive, and organized manager able to handle
multi-tasks by prioritizing and proper use of time and materials.
Office Management
Customer Service
Team Building
Microsoft Word, Excel, Access, and Power Point
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