Customer Service Manager

Scott Hardy

*** ******** ******

Selkirk, MB R*A 1C4

204-***-**** (cell)

**********@*****.***

Objective

To pursue a career which will allow me to utilize over 25 years of managerial experience; to develop a cohesive team that will increase probability and customer service levels.

Experience

Monitoring Services Manager

2008 - 2012

DSI Security – 1665 Dugald Road Winnipeg, MB

Developed policy and procedures increasing the efficiency of the Central StationDeveloped quality control protocols increasing probability by reducing technician reattendance Developed central station training programs for technical support for end user customer serviceResponsible for the operation and maintenance of all networks for the Central StationEffectively interviewed, trained and created continuing education programs for all staff members to ensure the highest level of customer service.Responsible for 24/7 scheduling of nine staff membersImplemented incentives programs to increase and maintain staff morale levelsResponsible for ensuring positive customer service levels for entire client baseResponsible for balancing departmental budgetCompleted reconciliation of entire database to increase efficiencyCreated work safe programs increasing services offered to clients and staffManaged 911 dispatch centre for rural Manitoba police and fire Maintained all ULC Certifications and inspections Evaluated all jobs based on profit and loss percentagesObtained new clients increasing annual RMR levelsOn call 24/7 – to respond to emergency situations

Central Station Manager

2003 – 2008

[ProTelec Alarm Systems 1450 Mountain Avenue Winnipeg, MB

Effectively interviewed, trained and created continuing education programs for all staff members to ensure the highest level of customer service.Instrumental in planning and facilitating the move of the business and central stationCreated the managerial component of the Union collective agreementResponsible for 24/7 scheduling of fifteen staff membersResponsible for ensuring positive customer service levels for entire client baseResponsible for balancing departmental budgetMaintained all ULC Certifications and inspections On call 24/7 – to respond to emergency situationsResponsible for the operation and maintenance of all networks for the Central Station

Education

International Correspondence Schools

2001-2003

International Correspondence Schools

References available upon request

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