Customer Service Quality Assurance
Resume:
Ian Hughes
Email: *********@********.***
Address: **** *. *** *** **
City: South Jordan
State: UT
Zip: 84095
Country: USA
Phone: 801-***-****
Skill Level: Management
Salary Range: $50,000
Primary Skills/Experience:
Customer Relationship Development Performance Management Conflict Resolution
Educational Background:
High School, general
Cottonwood High School, 09/1986 - 06/1989
Salt Lake City, UT
Job History / Details:
Greg (Ian) Hughes
South Jordan, UT 84095
*********@********.***
http://www.linkedin.com/in/hughes71
Technical Logistics Manager highly skilled in oversight of fleet
transportation, and security services for multi-locations.
Recognized by managers and colleagues as strong, positive leader,
communicator and strategic thinker. Proven ability to marshal and
motivate teams to effectively manage work, materials and
resources while maintaining highest levels of customer service,
cost effectiveness and safe operational standards.
-Greg is a dependable, a hard worker and has fantastic customer
service skills. He always gave 110% to any task we gave him,
large or small the issue, he was able to resolve the matter
and/or give solutions.-
Manager, University Federal Credit Union, Salt Lake City, Utah
Key competencies include:
* Strategic Planning
* Performance Management
* Customer Relationship Development
* Conflict Resolution
* Problem Solving
* Managing multiple tasks/prioritizing work
* Adept in Microsoft Office
* Proficient in proprietary software: SPINS, FACTS, DGFW, SMARTS,
SmartDrive, BAMS
PROFESSIONAL EXPERIENCE
Diebold, Inc., West Valley City, UT
2012
Global leader of integrated security systems, self-service
banking (ATM machines) and service.
Technical Logistics Manager (Resource Advisor)
Coordinated and maintained activities of 60+ technicians across
3 states in Western U.S. Region, encompassing Utah, Wyoming and
Montana. Monitored and analyzed territory performance: call
trends, workload to plan, travel time, response time. Implemented
or recommended to team as appropriate, actions to improve
territory performance.
* Monitored and scheduled first and second line maintenance
technicians who offered 24/7 support, including preventative
maintenance, parts replacement and repair.
* Ensured responsive and effective handling of all customer
service requests through regular communications with Call
Management Coordinator. Resolved escalated calls within 30-minute
time response, preventing further management intervention.
* Met required response times of 99.9%.
* Processed Error & Audit calls 3-5 times per week. Investigated,
identified reasons and formulated solutions to ensure value
propositions were maintained.
* Managed $660K parts inventory. Provided pertinent forecast
information associated with inventory costs to Customer Service
Mgr. and Regional Solutions Mgr.
* Analyzed team territory performance based on call frequencies,
workload to plan, travel time, response time.
Implemented/recommended actions to improve territory performance.
* Examined weekly expense report (MTD parts usage and cost) and
recommended actions to Business Team as required to control parts
expense.
* Participated in 20 new installation activities: planning
resources, ordering parts, scheduling of technicians.
Brinks, Inc., West Valley City, UT
2005 - 2012
Provider of secure logistics and security solutions around the
world.
Route Logistics Manager
Responsible for logistics operations management of drivers,
messengers, guards and operations outside facility, for
approximately 15 routes and 600 ATMs, CompuSafes, banks,
customers. Assisted internal business partners in secure, safe
and efficient functioning of armored car operation.
* Led dedicated team of route logistics team to coordinate
on-site operations.
* Developed and instituted revised routing plan to cut 60 - 80
hours per day. Worked to streamline the check-in process and
helped optimize the crews` efficiency.
* Coordinated routing of Brink`s crews to optimize efficiency and
maintain a 98% customer satisfaction rating.
* Coordinated new CompuSafe installs and trained clients on
operation of safes.
* Conducted 15 street inspections monthly for compliance to
company policies and zero safety issues.
* Administered 20 random spot checks monthly to establish team
members` use of correct documentation and completion of tasks.
* Directed 15 random, monthly ATM audits to ensure ATM machines
were settled correctly and in balance.
Edge Logistics, Downey, CA
2002 - 2005
Expedited parcel distribution company.
Quality Assurance / I.T. Analyst
Worked directly with software developers to install and test
software, computers, handheld scanners, and provided support for
satellite offices. Maintained 99% system uptime.
* Quality Assurance lead for the SmarTrac project. Tracked
defects, identified shortcomings, brainstormed enhancements for
new versions. Operated help desk for customers using SmarTrac
software.
* Conducted set-up of testing environments and test machines,
utilizing Windows 95, 98, and Windows 2000 Professional. Tested
software utilizing Eltron and Zebra desktop barcode printers.
* Traveled to satellite offices, installing handheld software,
configuring systems, and provided training for end-users.
* Developed and maintained simple websites, e-mail for 13
different domains, utilizing both MailEnable and Hosting
Controller software on a dedicated server.
* Monitored receipt of Advanced Shipping Notifications
electronically transmitted from customers, ensured data was
received, accounted for, processed correctly.
* Reviewed database jobs to ensure zero downtime for routing and
tracking system.
EDUCATION / TRAINING
Microsoft Certification - 1999
Implementing and Supporting Microsoft Windows NT Workstation 4.0
- Series 070-073
Database Designs, Inc., Chicago, IL
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