Customer Service Manager

Robin Harms

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

Address: *** *. *** *****

City: Oakes

State: ND

Zip: 58474

Country: USA

Phone: 701-***-****

Skill Level: Management

Salary Range: $85,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

ROBIN "BOB" HARMS

Address: 410 9th Street South, Oakes, North Dakota 58474

Phone: 701-***-**** Mobile : 701-***-**** E-mail: ********@*******.***

linkedin.com/pub/robin-harms

Highly accomplished, goal-oriented, and results-driven professional with proven record of success in managing multiple, complex, and cross-functional projects, organizing workflow, utilizing proactive approaches in resolving issues, and improving policies and procedures. Demonstrate expertise in strategic planning and daily operations of multi-departmental organizations. Worked extensively with diverse individuals to create synergies that enable business growth through accelerated throughput, reduced product leadtimes, increased capacity, reduced inventory, and increased cash flow in both stable and unstable environments.

FUNCTIONAL STRENGTHS

Operations Administration

Determined opportunities to optimize profits as well as created value by challenging existing processes, encouraging innovation, and driving necessary changes

Initiative and Reactiveness

Committed to meeting and exceeding customers' needs to strengthen the relationship, consequently meeting client satisfaction and achieving repeat business

Sales and Marketing

Demonstrated strong ability to ramp-up sales and increase customer retention by initiating marketing campaigns and strategies

Customer Service Motivation

Exemplified commitment to serve clients with first-rate customer service, ensuring that actions meet customer needs and organizational objectives and practices were in line with common interests

Communication and Interpersonal Relations

Engaged in relationship and rapport-building activities to present issue resolution and meet targets

Nurtured professional attitude to leave the customer with a positive feeling, leading to the establishment of strong relationship

PROFESSIONAL EXPERIENCE

OAKES READY MIX LLC Oakes, ND

General Manager 2010Present

Capitalize on industry expertise in combining 2 new portable plant; 2 new companies with an additional 25 ready mix trucks; 5 concrete pump trucks; and 15 hauling trucks

Administer the recruitment and hiring of 41 personnel to staff operations in a remote site

Render keen oversight to diverse projects, such as creating the organization structure of a new Concrete Pump Company, Ready Mix Company, and Aggregate Company

Spearhead the successful implementation of project costing programs

Leverage skills in writing and distributing company polices, along with the use of hand book illustrating method in creating the company website

Demonstrate commitment in improving communication and productivity by fostering operational enhancements

Provide continuous leadership and guidance to a staff of three drivers

Formulate procedures to ensure consistency in product, quality, and customer service

Career Highlights:

Achieved an efficient and sustainable selling, general, and administrative expense (SG&A) that eliminated unnecessary costs, while increasing sales and productivity by 100%

Led efforts in decreasing customer complaints through instigation and direct supervision of quality testing initiatives to change the cultural scope of the company to one of "quality minded"

Consistently grew revenue and profits in a rapidly changing environment by more than $500K

CEMSTONE PRODUCTS COMPANY Mendota Heights, MN

Regional Manager 20042010

Exemplified expertise in establishing and executing quality metrics

Enhanced accountability of personnel by employing a modernized regional staff and fostering operational boosts

Career Highlights:

Organized and facilitated training of staff to boost knowledge on safety practices, thereby decreasing injuries by 50% and reducing worker's compensation claims by 25% within a year

Attained a justifiable SG&A that eliminated 25% costs, while increasing regional productivity more than twice the original

Selected over peers by the senior leadership to reverse regional productivity and accountability issues that served as a threat to the company's stability

Successfully reduced errors by 50%, enriched satisfaction scores by 47%, and saved lost profit within 120 days by implementing an improved procedure

Employed efficient cost reduction strategies by analyzing project costs and determining measures to reduce or eliminate inefficient processes

CUSTER COUNTY CONCRETE Westcliffe, CO

General Manager 20032004

Demonstrated proficiency in decreasing customer complaints within 30 days by reversing productivity losses

Coordinated with the finance leadership in leading efforts in prohibiting forecast accuracy, by enhancing accounting standards that caused a weakened bidding position through the development of cost accounting systems

Career Highlights:

Determined and negotiated financially capable customers, while implementing preventative cash only accounts and small business loans

Administered the collection of 25% over due receivables within the first six months, resulting to a positive cash flow and becoming a "Best Practice"

EARLIER EXPERIENCE

Plant Manager LAFARGE CONSTRUCTION MATERIALS Colorado Springs, CO

Field Consultant, Store Manager, and Training Specialist 7-ELEVEN Denver, CO

Specific Title UNITED STATES ARMY Various Locations

EDUCATION

Bachelor of Science in Applied Business: 1996

NATIONAL AMERICAN UNIVERSITY Colorado Springs, CO

PROFESSIONAL TRAINING

State of Minnesota Technical Course in Aggregate and Concrete Plant level I: 2009

Minnesota State College and Universities Multi Regional Training Center MSHA First Aid: 2006

30-Hour OSHA Training Course: 2005

TRACOM Corporation Course in Producing Results in Others II: 1999

PROFESSIONAL AFFILIATION

ND Ready Mix Association Member

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