Manager Customer Service
Resume:
James McElwee
Email: *********@********.***
Address: *** ********* ***
City: Oceanside
State: CA
Zip: 92054
Country: USA
Phone: 760-***-****
Skill Level: Management
Salary Range: $80,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
James H McElwee
175 Parnassus Circle
Oceanside, CA 92054
*********@********.***
SUMMARY
Over ten years experience in Operations, Business Process Development, Management, Training and Customer Relations. Possess proven track record in Billing Operations, Administration, Collections, Procedural Documentation and Profit/Loss (P&L) Analysis.
SIGNIFICANT ACCOMPLISHMENTS
Planned, developed, staffed, organized and launched an innovative billing process which reduced defects by 20%, resulting in over $500,000 annual savings.
Established P&L measurement analysis for comparison of variances to determine root causes, plus validated process mapping for improved visibility.
Recaptured revenue losses of $750,000 by developing an improved program that enabled development of new procedures and controls to prevent future losses.
Utilized in-depth experience to identify invoice print problems saving $275,000 in bad debt reserve; instituted a highly visible control chart to prevent recurrence.
Effectively established quality measurement billing standards that increased profitability through reduced turnover, improved motivation and productivity.
PROFESSIONAL EXPERIENCE
Signa Digital Solutions, Inc., San Diego, CA 2006 - 2011 - Canon Copier Dealership
Vice President, Operations;
Oversaw and coordinated all operations to include Profit/Loss, Cash, AP/AR, Billing, Purchasing, Administration, Office and Warehouse Management, Equipment set-up/ delivery, scheduling and service technician management, E-Automate database set-up and management. Increased revenues and profitability by 500%.
Ikon Office Solutions, San Diego, CA 1997 - 2005 - $4.5B annual revenue (NYSE- IKN)
Six Sigma Black Belt, 2004 - 2005;
Hand-picked by the CEO from a pool of 30,000 employees to manage corporate assets and liabilities. Accomplished over $2M in annual savings through this project.
Integrated Account Manager, 2002 - 2004;
Responsible for Managed Services of over $10M in annual revenue for outsourced customer solutions to include copy center, print, scanning and mail services for accounts such as Sony, UCSD Medical, Amnet, Southwest Marine, Alaris Medical, Callaway Golf, plus other national accounts.
Customer Support Operations Manager, 1999 - 2002;
Managed billing/collections operations for over $50M annual marketplace revenue, which included 5,000 monthly invoiced transactions. This included accounts such as Transwestern Publishing/Yellow Pages, Jack in the Box, Chicago Title, Commonwealth Lawyers Title and Land America, UPS/Mail Boxes Etc, FEDEX/Kinko's, plus other national accounts.
Parts, Purchasing and Warehouse Manager, 1997 - 1999;
Selected to institute an integrated logistics delivery system from three separate companies into one entity.
TOPGUN, NAS Miramar, CA
Maintenance Training Program Manager, 1990 - 1996; established and maintained the Contract Maintenance Training Program and Certification administration for General Dynamics, Lockheed and McDonnell Douglas.
UNITED STATES AIR FORCE, 1968 - 1990
NCO Academy Director of Curriculum
Military Studies Division Director
Academic Instructor
EDUCATION AND TRAINING
IKON Office Solutions University
Customer Service Awareness, Champion; administered training program - 2 yrs
Six Sigma Black Belt Course, 200 hrs
Management Fundamentals, 28 hrs
Recruiting and Hiring, 10 hrs
Procedures Writing, 8 hrs
Change Management, 8 hrs
Performance Management, 7 hrs
Managing Diversity, 5 hrs
Southern Illinois University - Carbondale
Training, Education and Development, Test and Measurement, Curriculum Development
Instructional System Design
US Air Force - Worldwide
Academic Instructors School, 150 hrs
Senior Noncommissioned Officers Academy
Inventory Management School
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