Manager Customer Service
Resume:
Confidential User
Email: ********@*****-*******.***
Address:
City: Frankfort
State: IL
Zip: 60423
Country: USA
Phone: 815-***-****
Skill Level: Any
Salary Range:
Primary Skills/Experience:
Versatile operations manager who thrives in dynamic, challenging and fast-paced professional environments. Proactive in flagging and developing solutions for process inefficiencies. Excels at building teams and enforcing a high level of quality in products and services.
Educational Background:
High School Dipolma from DeVry Institute of Technology, Lombard IL 1/2001 to 6/1987 (Electronics)
High School Dipolma from Diebold Education Center, Lombard IL 1/2001 to 12/2012
Job History / Details:
Profile
Versatile operations manager who thrives in dynamic, challenging and fast-paced professional environments. Proactive in flagging and developing solutions for process inefficiencies. Excels at building teams and enforcing a high level of quality in products and services.
Qualifications
Ten years of technical and operations management experience
Twenty four years of field service experience
Proven ability to achieve results
Proven ability to lead technician and project teams
Proven ability to play integral role on high performing teams
Excellent interpersonal, communication and presentation skills
Excellent analytical and problem solving skills
Experience
September 2002 to Current
Diebold Incorporated Schaumburg, IL
TECHNICAL PERFORMANCE MANAGER
As an integral member of the Illinois business team co-managed a P&L with annual revenue of $22M and expenses of $11M.
Manage annual parts expense to $2M budget.
Develop capabilities of the service and installation workforce to ensure they are trained, productive and proficient.
Resolve technical issues by providing training, phone support and on-site technical support.
Keep workforce abreast of all product, process, technical and customer updates.
Manage customer, product and technician performance metrics.
Implement solutions to improve performance.
Interface with business team members, sales, corporate headquarters, support groups, implementation teams and strategic account managers.
Participate with sales, service and support associates at various levels to develop account strategies and action plans that contribute to the overall success of the business team.
Interface with customers daily.
Responsible for addressing customer and product escalations.
Attend customer service and project meetings.
Provide customer reporting.
Daily, weekly, monthly monitoring of chronic units.
Ensure key processes are followed.
Heavily involved in the interview process for new hires and promotions.
Responsible for new hire orientation.
Project management of product rollouts, corporate & local initiatives, field change orders, pilots and upgrades.
Successful implementation, service support and technical management of over 3400 ATMS. Highest concentration of ATMS per business team in North America.
Management of JPMorgan Chase and Bank of America national accounts for Illinois.
Alliant Credit Union national account software upgrade. (2012)
Banco Popular national account ADA, screen blanking, anti-skimming detection, SW development. (2012)
Marquette Bank ADA, anti-skimming detection, SW development. (2012)
Wintrust deposit automation, ADA, anti-skimming detection, SW development. (2011 - 2012)
Northern Trust integrated services SW upgrade project team. (2012)
JPMorgan Chase fleet touch SW re-platform. Received Diebold diamond award for contributions. (2012)
Member of cross functional team to establish process for audits and on site job evaluation of technicians. (2012)
ADA and anti-skimming detection upgrades for all regional customers. (2011 - present)
Collaborated with JPMorgan Chase account team to create billing matrix and on site requirements to ensure out of scope invoicing. (2009)
Successful piloting, implementation, service support and technical management of over 1200 deposit automation upgrades. Highest in North America. (2008 - present)
Achievements
Appointed team leader for the Illinois business team. (2012)
Consistently ranked near the top in all technical performance categories when compared to 44 teams across North America.
Appointed to the National Technical Performance Manager team. (2007)
Served as mentor to several Technical Performance Managers in the region.
Trained multiple succession candidates that were promoted into management positions.
Member of business team of the year for the region 4 out of 7 years that award was available.
Achieved best call rates in North America for Opteva ATM line. (2004 - 2007)
Enrolled service associates in over 854 instructor led formal training courses.
November 1994 to October 2002
Diebold Incorporated Schaumburg, IL
Customer Solutions Engineer III
Maintained, installed, upgraded and repaired complete Diebold product line.
Team leader from 1999 to 2002.
Promoted to highest level CSE.
Consistently met or surpassed all performance goals.
Highest technician silver cup points for the business team in 2000.
Heavily involved in the training/ mentoring of new hires and less experienced technicians.
April 1988 to November 1994
Financial Service and Pneumatics Incorporated Germantown, WI
Field Service Technician
Maintained, installed and repaired alarm systems, CCTV surveillance systems, drive up equipment, vaults, safes and locks.
Responsible for all Illinois accounts.
Education
DeVry Institute of Technology Lombard, IL
AAS, Electronics
Graduated with honors.
Diebold Education Center Canton, OH
Instructor led training on fifteen different product lines. (1995 - 2000)
Team Building/Goals & Planning (2002)
Team Skills/Problem Solving (2002)
Technical Performance Update (2002, 2004, 2005, 2006, 2007)
Basic Technical Performance Management (2003)
Diebold Business Improvement System (2003)
Business Team Leadership Workshops 1-6 (2003 - 2006)
HR training (2004 - 2012)
Vertical Leadership Workshops (2006 - 2012)
Service Management Class (2007)
References
Available upon request.
Contact this candidate