Customer Service Manager

Roger Ostrander

Email: ********@**************.***

Address:

City: Fayetteville

State: NC

Zip: 28304

Country: USA

Phone: 910-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

To continue a career in Administration, Business Development, Revenue Management, & Customer Service in a reputed organization, which appreciates professional approach and hard work, where I can utilize my knowledge, various skills & experience in contribution towards fulfilling the company's growth objectives. SUMARRY OF EXPERIENCE Working as Manager for companies associated with various skills in procuring attainable/profitable sales growth while maintaining the highest customer service skills. Capable of providing training to new staff. Knowledgeable of handling & processing HIPPA, OSHA, Safety guidelines and inspections. Results-oriented Human Resources Manager with experience in all areas of HR, including policy development, performance management, benefits administration, conflict management, and employee training.

Educational Background:

High School Dipolma from Chattanooga High School, Chattanooga TN 1/2001 to 6/1972 (Management)

Job History / Details:

Summary

To continue a career in Administration, Business Development, Revenue Management, & Customer Service in a reputed organization, which appreciates professional approach and hard work, where I can utilize my knowledge, various skills & experience in contribution towards fulfilling the company's growth objectives. SUMARRY OF EXPERIENCE Working as Manager for companies associated with various skills in procuring attainable/profitable sales growth while maintaining the highest customer service skills. Capable of providing training to new staff. Knowledgeable of handling & processing HIPPA, OSHA, Safety guidelines and inspections. Results-oriented Human Resources Manager with experience in all areas of HR, including policy development, performance management, benefits administration, conflict management, and employee training.

Highlights

Recruitment/staffing

Benefits administration

Training and development

HRIS

Hiring and retention

Interviewing

Employee coaching

Compensation/payroll

Selection

Classification of PD

Accomplishments

College Courses : University of Maryland and Los Angles Metropolitan College.

Computer Knowledge : MS Office, etc.

Certificate of Achievement : Have received approximate 9 while with the Veterans Administration including Conflict Resolution, iCare (Which I helped to train in Hampton) and Preceptor/Mentor/Coach.

Human Resources

Reduced employee turnover by 25 percentage .

Human Resources

Interviewed, hired and trained team of four direct reports, increasing department productivity and client acquisition rates.

Performed all administrative actions to include suspension, admonishments and up to termination.

Prepared all working files and maintained excel spreadsheet for all needed files.

Experience

9/27/2012 12:00:00 AM

VCS

Chief

Production : Canteen, Food, Vending, and Barber/Beauty Salon Period of Service : 13 September 2009 till date.

Assignments : Administered compensation, benefits and performance management systems and safety and recreation programs.Advised managers on organizational policy matters and recommend needed changes.Analyzed and modified compensation and benefits policies to establish competitive programs and ensure compliance with legal requirements.Conducted new employee orientation to foster positive attitude toward organizational objectives.Coordinated work activities of subordinates and staff relating to employment, compensation, labor relations and employee relations.Directed personnel, training and labor relations activities.Handled understaffing, disputes, terminating employees and administering disciplinary procedures.Identified staff vacancies and recruited, interviewed and selected applicants.Served as a link between management and employees by handling questions, interpreting and administering contracts and helping resolve work-related problems.

February 2003 to September 2009

Greyhound Bus Lines Period of Service

Operations Manager

Accomplishments : Hired and trained all new drivers Established good business relationship with corporate Initiated and boosted up Team Work among staff Periodical review of work & provide training for staff to overcome weak areas Brought down accidents with monthly safety meetings/training Trained new upcoming supervisors in all aspects of Greyhound, customer service, and Transportation Industry.

Analyzed and modified compensation and benefits policies to establish competitive programs and ensure compliance with legal requirements.Conducted new employee orientation to foster positive attitude toward organizational objectives.Identified staff vacancies and recruited, interviewed and selected applicants.

February 2001 to October 2002

Pilot Corp

General Manager

Took over an operation that was losing money and turned it into a 23 percentage NOI.

Hired, trained, and cross-trained all employees to produce a more efficient flow to better serve our customers.

Cont..2/ Page 2 Employer : Self (Plaza Cafeé)/Most of same time Mgr. with Target. Conducted all aspects of management listed above to continue success.

March 1997 to February 2001

Period of Service

General Manager

Ran and operated a Mom and Pop cafeé for breakfast and lunch then the owners of the building sold it and we had to move.

Started a business that grew not only within but with catering's.

Coordinated work activities of subordinates and staff relating to employment, compensation, labor relations and employee relations.Conducted new employee orientation to foster positive attitude toward organizational objectives.

March 1992 to March 1997

Checker's

District Manager/Director

Started off as a supervisor and quickly became Director of Operations for a franchise owner.

We stated with no stores and grew to 10 then he sold the business.

I found prime locations, made contract to clear and build stores.

Hired and trained all managers and employees alike.

Set up all files including all tax regulations for that particular area.

Served as a link between management and employees by handling questions, interpreting and administering contracts and helping resolve work-related problems.Handled understaffing, disputes, terminating employees and administering disciplinary procedures.Administered compensation, benefits and performance management systems and safety and recreation programs.Analyzed and modified compensation and benefits policies to establish competitive programs and ensure compliance with legal requirements.

March 1984 to March 1992

Wendy's

District Manager

Began as a trainee, within 9 months I was promoted to supervisor of 4 stores, then a few months later became District Manager of 13 stores.

Found prime locations and developed a contract and program to bring a new operation in the neighborhood.

Made good relationships with the Mayor and communities to where I became a guest speaker at several community events.

Administered compensation, benefits and performance management systems and safety and recreation programs.Advised managers on organizational policy matters and recommend needed changes.Analyzed and modified compensation and benefits policies to establish competitive programs and ensure compliance with legal requirements.Conducted new employee orientation to foster positive attitude toward organizational objectives.Handled understaffing, disputes, terminating employees and administering disciplinary procedures.Identified staff vacancies and recruited, interviewed and selected applicants.Represented organization at personnel-related hearings and investigations.

Affiliations

I have actively been part of the MS Society in the Fayetteville area for over six years. I was the Chair and Co Chair of the walk and awareness week committees.

I was the Co Chair of the ADA Association in Fayetteville

I have also been active with the United Way of Cumberland County, I attended the MLDP, Multi-Cultural Leadership Development Program. I became part of the committee that made selections of personnel to attend this course.

I was also a member of the Fayetteville/Cumberland County Budget Committee. While there we were putting together the budget up to the year of 2030.

Additional Information

CAREER ACHIEVEMENTS While with the VA, I have been promoted 3 times, am the Chief of VCS in Hampton, I am also the Assistant RM for Region 3 which includes 17 locations to visit, have received four awards while in Hampton.

PERSONAL STRENGTHS Friendly and easy going with people (Personable), keen observer, fast learner, able trainer & good listener

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