Customer Service Manager
Resume:
MARTIN L. SHAW
**********@*****.***
EDUCATION
Howard University, Washington, DC
Bachelor of Science, Psychology 1991
PROFESSIONAL EXPERIENCE
Shaw Communications LLC, Washington D.C., March 2004 to October 2012
Business Operations Manager
• Established a satellite installation company with DIRECTV as a primary client maintaining the relationship
for 8 years.
• Hired all staff, growing the company from two to a high of 30 employees with two offices including
dispatchers, field supervisors, technicians and warehouse personnel.
• Coordinated all aspects of business operations including maintaining the budget, client interaction, field
installations, employee payroll, and managing payable and receivable accounts.
• Developed operating procedures in conjunction with the client ensuring quality field work and best practices
in customer service consistently earning financial incentives for attaining benchmarks in customer
satisfaction.
• Created an effective new hire training program teaching prospective technicians basic cable and satellite
installation techniques. The program allowed management to maintain necessary employee counts and offset
workforce turnover.
• Expanded the company’s footprint covering the entire Washington, D.C. Metropolitan area quadrupling
revenue in the first three years from approximately $400,000 to $1.6 million annually.
• Implemented a structured pay system which incented technicians based on performance thereby driving
overall company production.
• Started a custom installation team of experienced technicians who displayed exceptional workmanship
beyond DIRECTV standards for commercial establishments, office buildings, and VIP clients. After the
development of this group and gaining the confidence of DIRECTV all high profile work orders in the metro
area were forwarded to my team.
• Conducted biweekly staff meetings reviewing statistical performance, new products and services and
identified areas for improvement.
• Streamlined sources of high cost including material expenses and routing efficiency, reducing material cost by
20% and shortening the drive distance between appointments allowing technicians to complete one more
work order a day thereby increasing revenue by 10% weekly.
1
• Awarded the DIRECTV Baltimore market after maintaining a good standing. This further broadened the
company coverage area and increased revenue by 30%.
Comcast Corporation, Washington D.C., 1993-2003
Management Information Systems (MIS) Reports Analyst/MIS Coordinator 1997-2003
• Maintained the Nortel PBX phone network for the Comcast DC location supporting 150 users including a 100
station ACD customer sales and service call center.
• Performed adds, moves, changes and deletes for end station users including necessary wiring and/or hardware
changes.
• Provided voice and data end user support for all departments.
• Maintained the inventory of Meridian phone equipment buy ordering replacement units when necessary and
location tracking and records upkeep.
• Provided phone statistical data for the customer service and field dispatch departments.
• Coordinated with the Customer Operations Manager to determine the effectiveness of the voice and data
system and was tasked quarterly to provide updates on the latest technology.
• Assisted in the development to add VOIP.
• Managed a team of four providing billing support to all departments.
• Maintained Cabledata billing system creating new rate codes and made necessary adjustments to existing
codes to ensure accuracy.
• Conducted data extraction, developed and reported on performance metrics in a consistent and timely manner.
• Provided trending analysis of product and customer information for other departments including Finance,
Marketing, Customer Service, and Technical Operations.
• Worked directly with department analysts and managers to plan, design, test and implement automated
reporting solutions.
• Translated customer reporting requirements into SQL logic, pulling data from various data warehouses.
• Ran and maintained daily, weekly, monthly and quarterly reports as required by management.
• Played a vital role in the coordination and implementation of multiple billing system migrations.
Customer Service/Sales Representative, 1993-1996
• Interacted with customers via telephone to assist and solve a variety of customer inquiries and issues.
2
• Elicited and recorded customer information into the Cabledata Billing System.
• Established and maintained effective relationships with customers.
• Presented and sold products and services to potential customers after assessing their entertainment needs and
matching them with the appropriate programming choices.
United States Department of Energy, Washington D.C., 1991-1993
Office Clerk
• Maintained office records and assisted the administrative staff with all clerical duties as assigned.
• Received and directed telephone calls and visitors to appropriate staff.
• Screened incoming office mail and rerouted to appropriate staff.
TECHNICAL SKILLS
Microsoft Office Suite, SharePoint, Meridian 1 Options 11-81C, Avaya Communication Manager, Lucent Definity
Basic Administrator, Cabledata, SQL (query writing)
3
Contact this candidate