Customer Service Manager

Thor Romero

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

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

City: Cheyenne

State: WY

Zip: 82001

Country: USA

Phone: 303-***-****

Skill Level: Management

Salary Range: $65,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Thor Ivan Romero

3118 Reed Avenue Cheyenne, WY 82001

Cell: 303-***-**** ********@*****.***

Operations Leader

Administration

Program Implementation

Client Relations

Staff Training & Development

An accomplished, results-driven operations leader with an outstanding record of achievement in all areas of corporate and divisional administration. Well regarded for sharp business acumen and ability to expertly manage critical details in working with Fortune 500 clients. Demonstrated effectiveness in developing and implementing processes and procedures to streamline operations, increase productivity, reduce costs and achieve other objectives. Recognized for strong relationship-building skills with both internal staff and clients including senior managers and executives. Engaging and positive-minded; able to empower, motivate and build top-performing teams that meet and exceed goals.

Additional Areas of Expertise

Customer Service

Project Management

Operational Streamlining

Cost/Benefit Analysis

Budgeting

Cost Reduction

Executive/Client Communications

Sales Support

Proposal Development

Quality Assurance

Outsourcing

Scheduling

Planning & Logistics

Contract Analysis

Change Management

Policy & Procedure Development

Vendor Relations

Special Events

Experience & Accomplishments

Securitas Security Services USA, Inc., Broomfield, CO 2001-Present The most locally-focused security company in the United States with more than 650 local branch managers and more than 90,000 security officers who provide security solutions to meet the needs of thousands of businesses.

Global and National Accounts Support & Development Operations Manager

Oversee and administer the development, implementation and coordination of security services for all national and international accounts. Directly assist four directors and five vice presidents.

i Plan and schedule meetings and events; maintain a calendar of appointments and travel itineraries and coordinate various company engagements.

i Prepare correspondence, memoranda and reports; prioritize and manage communications.

i Provide administrative assistance with business development initiatives including prospect research and proposal preparation.

i Direct the national Accounts Support and Development team regarding financial controls and internal reporting; participate in developing the annual Strategic Account business plan and budget. Authorize appropriate expenditures including equipment, supplies, advertising and vehicles.

i Oversee financial reports, budgets and customer service reports, as well as company or supervisor report requests for compiling data and final report preparation.

i Develop and edit activity reports for communicating National Account team activities and project status to employees.

i Assist in creating and writing material for targeted market segment collateral. Interact with market segment vice presidents and corporate marketing team members.

M.D.C. Holdings, Inc./Richmond American Homes, Denver, CO 1992-2001 One of the nationis largest homebuilders whose subsidiaries build homes under the name of Richmond American Homes.

Director of Office Administration (1999-2001)

Managed all corporate and divisional administration departments. Led a team of 20-25 direct reports.

i Developed weekly reports and conducted meetings with senior level executives, mid-level managers, and direct staff. Actions included discussing, researching and developing policies and procedures to reduce costs and improve operational effectiveness.

Thor Ivan Romero Cell: 303-***-**** ********@*****.*** Page 2

M.D.C. Holdings, Inc. (Continued)

i Negotiated local and national contracts for airlines, car rental services, overnight carriers, office equipment companies, daily couriers and other vendors to keep overhead costs to a minimum.

i Researched and revised procedure and budget policies to improve department cost effectiveness, time efficiency and quality.

i Served as project manager for initiatives and events that included company space planning, building maintenance and security, as well as internal and external company social and outside functions to support team building within the organization and the community.

Manager of Office Administration (1996-1999)

Assisted the Director of Administration with all areas of corporate office administration with a focus on day-to-day operations. Led a team of 15 direct reports.

i Managed the administration, file room, mailroom, records and courier personnel with an emphasis on keeping overhead costs down.

i Interviewed and hired new employees and conducted employee reviews and training to help ensure high-quality personnel.

i Initiated, enforced and assisted in developing policies and procedures for the national records and retention archives.

i Purchased, maintained and managed company vehicles, corporate office supplies and small business equipment while enforcing spending policies and procedures.

Assistant Manager of Office Administration (1994-1996)

Assisted the Manager of Office Administration with facilitating day-to-day operations of the Corporate Administration Department. Led a team of 6-7 direct reports.

i Supervised day-to-day procedures of the corporate copy center ensuring internal and external customer quality satisfaction while maintaining guidelines for timeliness and cost effectiveness.

i Coordinated and implemented a number of local and national department moves; succeeded in managing and reducing costs during relocations.

i Assisted with all company internal and external social and community events.

Mailroom Clerk and Courier (1992-1994)

Performed a wide range of duties involving the mailroom, file room, copy center and courier center. Co-developed a new copy project tracking system, which helped the copy center become more efficient.

Summary of Additional Experience

Office Administration, Holmes & Starr, Denver, CO, 1983-1992. Held a variety of progressively responsible positions with this former law firm. Managed operating areas that included research and the copy center.

Education & Training

Bachelor of Science in Marketing, Metropolitan State College of Denver, Denver, CO

Bachelor of Science in Management, Metropolitan State College of Denver, Denver, CO

Training: Numerous computer, management and team training seminars.

Professional Affiliations

American Marketing Association

American Society for Industrial Security

International Association of Administrative Personnel

National Notary Association

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