Manager Customer Service

Donald Chancellor

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

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

City: Palestine

State: TX

Zip: 75803

Country: USA

Phone: 972-***-****

Skill Level: Senior

Salary Range: $117,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

SCOTT CHANCELLOR

*********@********.*** 972-***-****

1126 ACR 413, Palestine, TX 75803

SENIOR OPERATIONS EXECUTIVE

CUSTOMER RELATIONS, BUSINESS DEVELOPMENT, & TRAINING INITIATIVES

EXECUTIVE SUMMARY

Seasoned Executive with more than 15 years of experience guiding teams in all aspects of operations. Proven history of crafting and executing strategies that reduce costs, improve service, drive revenue growth and increase profitability. Track record of success identifying opportunities, developing focus and providing tactical business solutions. Recognized as a natural communicator who connects easily with people; talent for inspiring trust and building relationships. Adept at identifying and correcting process gaps. Strong P&L, budgeting and cost-management qualifications. Proven ability to develop and motivate staff and oversee multimillion-dollar accounts. Consistently called upon to conceptualize, develop, and spearhead large-scale training initiatives encompassing cross-functional team members.

Areas of Expertise

Ops Management - Strategic Planning - Inventory Control & Management - Mergers & Acquisitions Budgeting - Training & Development - Facility Management - Cross-Functional Leadership - Customer Relations - Expense Control Project Management - P&L Responsibility - Process Improvement

PROFESSIONAL EXPERIENCE

DS WATER OF AMERICA (FORMERLY THE STANDARD COMPANIES, INC.) - ATLANTA, GA 1993-2012

U.S.-operated bottled water, water filtration, and coffee service organization operating across 28 company-managed facilities and 10 supplier-managed entities.

CENTRAL REGION MANAGER (MARCH-OCTOBER 2012)

Managed merger of Standard Companies, Inc.'s service into DS Water of America. Spearheaded three sales/service managers, two customer service representatives, and 41 field technicians. Directly accountable for $1M in significant accounts while continually identifying new business development opportunities. Leveraged network of industry contacts and knowledge to maintain key clientele.

* Successfully expanded portfolio of accounts adding over 200 nationwide installations.

* Effectively established training initiative utilized to mentor 250-customer service representatives in administering commercial coffee equipment repairs and mitigating customer issues in a timely fashion.

* Coached 100 filtration technicians across six training sessions instructing technicians on servicing commercial coffee equipment.

DIRECTOR, NATIONAL FIELD SERVICES (2009-2012)

Advanced from Division Manager following success in pioneering large-scale accounts and generating cost-saving strategies as needed. Interfaced with three service managers, three in-house customer service representatives, and 41 field technicians ensuring fulfillment of short- and long-term customer requirements. Possessed full responsibility for $5M in sales.

* Doubled revenue within 24 months by launching key partnership with Relyant Coffee Equipment Services in 2009.

o Succeeded in identifying niche market for commercial coffee equipment subcontractors functioning without service units.

o Delivered efficient electronic work order system offering real-time status updates and notes.

o Served as primary point of contact for contract negotiations successfully acquiring business from prominent retailers.

* Restructured technical field service team by establishing comprehensive management process and providing computerized tracking of job progress leading to increased visibility and overall efficiency.

DIVISION MANAGER (2006-2008)

Collaborated with Vice President of Sales while leading lower half of six company divisions. Detected workforce inconsistencies and recommended streamlined process improvements targeting drive in team morale and workflow.

* Championed over 1K-location national account add-on becoming second-largest, companywide account.

* Simplified field inventory management functions by generating standardized ordering and restocking processes in coordination with operations team.

LONE STAR DIVISION MANAGER (JANUARY-DECEMBER 2005)

Selected to orchestrate integration of $5M, 20+ route-acquisition supervising all facets of project from developing project requirements to transition activity. Collaborated with team members and customers ensuring streamlined acquisition and transition operations.

* Conceptualized, architected, and directed week-long District Manager Training Program for over 30 district managers and potential hires leveraging real-time case studies.

EASTERN DIVISION MANAGER (1998-2004)

Owned responsibility for $18M, 60+ routes in addition to 10-15 direct reports. Continually drive accountability, revenue growth, and profitability year-over-year ensuring streamlined operations at all times.

* Played an integral role in implementing and directing manager development initiative.

* Honored with Division Manager of the Year title due to outstanding management of 80-90 personnel and delivering high customer satisfaction for $3M+ in accounts.

DISTRICT MANAGER, SOUTH FLORIDA (1995-1997)

Promoted from within to generate bottom-line revenue and transform previously downturned district.

* Called upon to serve as a key player in production of new route representative training initiative.

* Functioned as National Trainer for newly-promoted District Managers.

* Recognized internally for time management and project prioritization skills.

ROUTE SPECIALIST (1993-1997)

Mitigated and resolved customer escalations in conjunction with District Manager. Administered inventory management functions.

* Mentored and coached newly hired route-sales representatives.

EDUCATION & PROFESSIONAL DEVELOPMENT

BACHELOR OF ARTS - HISTORY - TEXAS A&M UNIVERSITY - COLLEGE STATION, TX

COMPLETED THE FOLLOWING INDUSTRY-RELATED TRAININGS AND WORKSHOPS:

STRATEGIC PLANNING - FIVE DAY MBA - FINANCIAL WORKSHOP FOR NON-FINANCIAL MANAGERS - TIME MANAGEMENT MANAGEMENT SKILLS FOR NEW MANAGERS - AMERICAN MANAGEMENT

EFFECTIVE COMMUNICATIONS AND HUMAN RELATIONS/SKILLS FOR SUCCESS - DALE CARNEGIE INSTITUTE

PROFICIENT: MICROSOFT WORD - EXCEL - POWERPOINT

PROFESSIONAL AFFILIATIONS

DUCKS UNLIMITED - MEMPHIS, TN - 2010-PRESENT

UNITED STATES GOLF ASSOCIATION (USGA) - FAR HILLS, NJ - 2008-PRESENT

ASSOCIATION OF FORMER STUDENTS - TEXAS A&M UNIVERSITY - COLLEGE STATION, TX - 1993-PRESENT

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