Customer Service Manager

RalphE Giddens

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

Address: P.O. Box 1650

City: Yonkers

State: NY

Zip: 10704

Country: USA

Phone: 914-***-****

Skill Level: Management

Salary Range: $65,000

Primary Skills/Experience:

TCP/IP Internet QuickBooks Management Information Systems MS Office XP (All Products)

Educational Background:

High School, Computers, Account

Norman Thomas High School, 09/1984 - 06/1987

New York, NY

Job History / Details:

EXPERIENCE SUMMARY

Highly computer literate with over 20 years of experience in Ownership, management, IT, telecommunications and technical support. Ability to quickly learn and adapt to new technology. Wide breadth of experience with various, voice and data gateways within a Telco environment,as well as telecommunications installations and repair of null

EXPERIENCE HISTORY

Jun. 2007 - Present - Director of Operations and Finance

New YourGrocer, LLC, Elmsford, NY

Oversee all company operations. Liaison with all outside vendors and business partners. Run and manage daily morning setup and packing of vans for daily delivery. Manage 14 people within the organization in various departments. Maintain internal website including updates, backups and web design on a Windows 2008 and 2003 Server. Prepare monthly and yearly financials to report to accountants and other Members of organization. Daily supervision of staff, training new and existing employees, resolving customer complaints.

Oct. 2004 - Jun. 2007 - Operations Manager /IT Manager

Great American Distributors, Yonkers, NY

Assistant to President and responsible for overseeing all office operations and maintaining Windows 2003 Server network, maintaining Norstar phone system. Assist in A/R, A/P and other bookkeeping aspects. Schedule receiving and shipment of time sensitive products. Liaison between Great American and manufactures. Daily supervision of staff, training new and existing employees, resolving customer complaints, trouble shooting of equipment issues.

Jan. 2002 - Jun. 2007 - Field Service Technician

Networx Co, Yonkers, NY

Self owned and operated full service-consulting firm providing training, implementation, and technical support. Verify types of Network connections TCP/IP (Novell & NT Servers) from Telco/gateway connections. Full network installations and maintaining Windows NT 4.0 and Windows 2000 Server networks and secure disaster-recovering procedures using Backup Exec or various other backup programs.

Sep. 2002 - Oct. 2003 - Customer Service Manager

World Wrestling Entertainment, Inc, Stamford, CT

Customer service supervisor responsible for 15 customer service agents. Monitoring inbound call queue to make sure calls were being handled in a timely fashion. Assisted customer service agents in escalated issues of credit card fraud, billing and computer troubleshooting of customer hardware. Liaison between customer and other departments within the organization. Created incentive programs for customer service agents for a better work environment. Monitor ACD and provide stat reports to director and finance. Managed outsourced vendors and 3rd party software (K-Net, MAC (Ecomoetry), Websphere (WCS), as well as coordinator of monthly web cast of WWE pay per view

Apr. 2000 - Jan. 2002 - Field Service Engineer

ANDA Networks, Inc, New York, NY

Responsible for installation, repair, maintenance and training for CLEC and ILEC clients within the U.S. and Canada and updating information through remote connection of HEAT software. Experience with Lucent Class 5 EES and Nortel DMS switches including GR303 concentration applications as well as VOIP, AAL, AAL2, ATM, ADSL, DS1, DS3, HDSL, OC3 and POTS applications in voice and data gateways throughout three (3) signal busses

Jul. 1997 - Jan. 2002 - Field Service Associate/Consultant

Semaphore, Inc, New York, NY

Responsible for providing training, implementation, and technical and accounting software support, including custom design and SQL reports for clients around the world using Sema4 accounting package. Also verified types of Network connections TCP/IP (Novell & NT Servers) from telco/gateway connections from outside world to server and then continuing to workstations to insure connections to Sema4 web for use of client online user groups, timesheets and knowledge base

Mar. 1991 - Jul. 1996

New York,NY

Specialized in assisting smaller corporations with a wide variety of special accounting and telecommunication needs:

COM.sortium, LLC, New York NY

Director of Finance

Responsible for all aspects of accounting for two locations, New York/Florida. Including preparing Financial Projections for potential investors of this organization. Maintain 90 days Cash Forecast, A/P, A/R, sales, collections, monthly general journal entries, payroll, petty cash, bank reconciliation using QuickBooks accounting package.

01/01/-1 - Present - Assistant Controller

VAI, Fort Lee NJ

Responsible for assisting Controller in establishing maintable inventory control, accounting systems and collection of delinquent A/R. Supervised the inventory control function and responsible for developing all aspects of the bookkeeping system. Maintained Novell Network, installed and serviced workstations, including installing new hardware into existing workstations.

Over the Counter Inc. New York NY

01/01/-1 - Present - Controller, Assistant

Responsible for establishing systems capable of controlling multiple retail locations and in charge of full bookkeeping responsibility. Installed and maintained 10BasedT Novell Network including creating connections from server hub to workstations using twisted pair cables and RJ45 connectors.

Oct. 1987 - Mar. 1991 - Accountant

Cosgrove Associates, Inc, New York, NY

Responsible for all bookkeeping transactions, including: A/R, A/P, sales, billing, disbursements, trail balances and P&L statements. Prepared cost estimates, tax returns and payroll and all major A/R collections activity.

EDUCATION

Computer Science

Norman Thomas High School

SUMMARY

Computer Skills

Advanced in all Microsoft packages, Outlook, Lotus Notes and QuickBooks

Knowledgeable in PowerPoint, Access

PERSONAL ACHIEVEMENTS

Director of Operations and Finance

- Co-Leader of the Sound Ministry at Manhattan Grace Tabernacle

Active in the school programs and Fund Raising committees

Jun. 2007 - Present

-

Jan. 2001 - Jan. 2005 - Youth Leader

Manhattan Grace Tabernacle

Jan. 2000 - Jan. 2004 - Assistant Head Counselor

Children's

REFERENCES

References can be furnished upon request

Contact this candidate