Customer Service Manager

Michael Edwards

Email: aboztq@r.postjobfree.com

Address: **** **** ****** *

City: St. Petersburg

State: FL

Zip: 33713

Country: USA

Phone: 281-***-****

Skill Level: Experienced

Salary Range: 40

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

MICHAEL R. EDWARDS

3725 18TH ST., N * ST PETERSBURG, FL 33713 * EMAIL aboztq@r.postjobfree.com * CELL/TEXT281-***-****

Objective

To use my experience in facilities management, contractor and vendor relations, customer service excellence and results oriented success to contribute to the goals of the organization in a facilities management or property management role.

Professional Profile

* Motivated self-starter who contributes to individual and team success. Consistent performer who exceeds goals and expectations of financial performance, customer service and business unit.

* Solutions driven, experienced contributor with 20 years of operations management, real estate and outsourcing experience. Single/multiple property, P&L statement and budget, personnel, project management and contractor/vendor responsibility.

* Collaborative communicator with demonstrated ability to work successfully with internal and external clients at all levels to consistently produce the defined and desired results.

* Energetic and positive professional with demonstrated results oriented success for short and long-term business objectives.

* Budget analysis of historical use, current trend/actual, future year and five year projections. Experienced user of Oracle and SAP reporting, entry, processing and queries.

* Services include, but not limited to: building maintenance, trades/projects to include: electrical, wiring, cabling; plumbing/mechanical; grounds/landscape; janitorial; construction general contractor; roofing; building envelope maintenance; windows (clean/replace); parking lot maintenance; fencing/gate install and maintenance; safety system installation/fall protection; courier services; mail/shipping/package delivery; engineering/consulting services and move coordination.

* Extensive use of Excel, Word and Power Point to propose, compile and present information to team, management and clients. Ability to quickly learn proprietary software operating systems and industry standard systems required in fulfillment of required role.

* Direct accountability for cost center/project profitability, contract/lease abstracting and management, procedural audits, operational compliance, customer satisfaction and employee development.

* End-to-end management and handling of service and product sourcing. Comply with, and enforce company standards and audit requirements for contracts, agreements.

* Service level tracking for vendors and communication with end-users and vendor to ensure compliance with objectives and obligations

* Running queries, building excel spreadsheets, analyzing trends, identifying exceptions and comparing actuals to budget across multiple sites, facilities, cost centers and general ledger areas. Preparing, coding and processing invoices for payment to include proper company and general ledger code, approvals and supporting documentation

* Coordination of multiple vendor presentations and analysis based on defined/requested scope for service, product or project. Interaction with purchasing group, end user departments, accounting and all support groups required to initiate request for pricing

Experience

2008-2012 PM Realty Group, Assistant Property Manager / Facilities Specialist

- Daily customer service and handling trouble calls/web tickets submitted from 12 facilities for Centerpoint Energy, a regional utility provider. The regional territory spans across the metro area and totals in excess of 850,000 ft2. Annual O&M budget $2.4M.

-Resolve client O&M calls using on-sight maintenance personnel, preferred vendors or third party suppliers as required. Coordinate access, ensure client satisfaction and maintain operational requirements including service standards, quality of work, contract compliance and budgetary constraints.

-Analyze and verify monthly budget variances; track operational performance for reporting to management and client.

-Administer and participate in emergency operations, planning and business continuity planning. The client is federally regulated and requires 24/7 planning for continued business operations to support federal, state and local governments plus regional, county and city municipalities, and the public.

2006-2008 Licensed Florida/Texas Real Estate Sales Associate, Home Depot, Kelly Services

Century 21 Shaw Realty, Tampa, FL/Century 21 Outstanding Homes, Humble, TX

-Sales associate training, business plan implementation, prospecting, client follow-up, contract preparation and review. Provide peer assistance, initiated team building and partnering and immersed myself in the school of the business.

-Kelly Services skill testing resulted in `expert` grade in MS Excel - performed contract services for an oilfield services company analyzing reports, creating presentations and graphs for client presentations initially. Called back to create a client feedback web survey, create form templates for downloading and reporting those results and documenting detailed written instructions for transition to client staff to continue going forward.

1999-2005 IKON Management Services

2002-2005 Integrated Account Manager

-Client satisfaction and retention, P&L management, staffing, employee development, best practice implementation and operational compliance. Fiscal year 2005 results: $4.12 million revenue, 23 day aging (target 12%), reduced COG by 6%.

1999-2002 Operations Manager, Integrated Account Manager, Business Analyst

-Managed operational performance and reporting of a 22 account, 32 site, 128 employee marketplace. Improved billing through reduction in errors and outflow of unaccounted expense(s).

-98% client retention, $15M annual revenue with 8% Gross Profit (target 9), 28 days aging

-Performed management duties within, and as head of, the team to include personnel, human resources, training, financial, sales support and customer service issues.

-New business development - documented analysis of operations and system needs and requirements. Provided recommendations with detailed internal action plans, project cost and vendor recommendation. Implementation project management.

1984-1999 Jones Lang LaSalle/ COMPASS Management & Leasing

1996-1999 Mail Services Manager, Mail Services Supervisor

-Managed 4 sites with combined operating budgets of 850K. Year-end results averaged 4.8% under budget.

-Total of responsible budgeted operations for FY 1999 $1.12M, total staff managed: 26 FTE, 4 PTE.

-Ground-up planning and implementation of an independent distribution operation for a spin-off company.

-Responsible for budget planning, presentation, reporting and performance for all sites.

-Overall reduction on weekly employee hours worked of 15%.

1984-1996 Equifax, Inc. Atlanta, GA Staff Supervisor, Staff Specialist, Clerk Advanced

-Handled all site specific billing, coordination of vendor assignment and management, provision of budgetary information to upper management and evaluation and determination of staffing needs.

Education

1988-1992 Georgia State University Atlanta, GA

-Attended for B.A., Business Administration, did not graduate.

Professional Achievements

-2001 IKON Presidents Circle/Circle of Excellence award recipient

-Yellow Belt certified in Six Sigma

-Certification for Customer Service, Supervision, Human Resources, Safety and Security

-Certified Trainer - proprietary internal and external Customer Service Methodology

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