Manager Customer Service

Dennis Harrington

Email: abqp4h@r.postjobfree.com

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

City: Cedar Rapids

State: IA

Zip: 52405

Country: USA

Phone: 319-***-****

Skill Level: Management

Salary Range: $60,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

SUPERVISOR//MANAGER

Focus of Interest: Production, Operations, Warehouse, and Project

Proactive, dedicated, and results-focused professional, armed with experience in operations administration, production management, and supplies management. Powered with adeptness in managing difficult projects with constricted timing constraints, while liaising and interacting with myriad departments in order to establish synergy and reach common goals. Skilled at developing, documenting, and enforcing adequate procedures and controls for department functions. Persuasive communicator; capable of establishing and maintaining strong rapport with individuals at all levels based on knowledge and professionalism. Additional qualifications include:

Highly knowledgeable of principles and processes in providing customer and personal services

Express and interpret knowledge and ideas clearly; capable of exchanging information in an effective manner

Adept in communicating business principles to all levels of personnel in order to facilitate change and initiate turnaround

Resourceful in implementing operational improvements and developing challenging projects

Outstanding record in analyzing complex situations, identifying needs, initiating people-oriented and cost-effective solutions, and improving overall customer satisfaction

Technically savvy in Microsoft Office (Word, Excel, PowerPoint, Outlook, Project, and Access)

KEY STRENGTHS

Project and Program Management

Customer Service Management

Team Building and Training

Human Resource Leadership

Program Satisfaction and Enhancement

Staff/Team Development

Resource Management

Complaint Handling and Resolution

Problem Solving and Analysis

Lean Six Sigma - Green Belt

Cost Reduction Strategies

Process Management

RELEVANT EXPERIENCE

COASTAL RIVERINE GROUP ONE San Diego, CA 2005Present

Training Department Head (Director) 2009Present

Manage the implementation and coordination of information, policies, and procedures needed by diverse staff to perform their jobs efficiently.

Guarantee a harmonious workplace by supporting alternative dispute resolution to conduct and performance concerns at the lowest level and early timeframe; proficiently address occurrences of inappropriate conduct and unacceptable performance by providing constructive timely performance feedback during the performance cycle.

Set expectations for department members by providing coaching and counseling, being responsible for administering discipline when necessary, convey a professional and positive image internally and externally

Administer the distribution of work load among department members on the basis of individual skill levels and areas of expertise; review and determine projects either from internal requirements or from requirements set by other commands.

Career Highlights:

Spearheaded the implementation of force-wide training plans, which capitalized on synergies across diverse component commands; promoted standardization between two coasts; eradicated gaps; improved efficiencies; which resulted in an increase in operational readiness across the force and no loss of life for over 10,000 sailors deployed in harms way.

Established and employed effective management in motivating and developing staff to attain their maximum potential, which resulted in the reduction of individual staff training and qualification time by 70%.

Developed assessment and training project schedules that address deliverables and obligations, along with external and internal milestones, and are sufficiently detailed to guide the project to a successful completion.

Training Program Manager (Government Contractor) 20082009

Fostered and maintained technical and administrative guidance to training management, instructors, and staffs in identifying quality and effectiveness by assessing each program assigned.

Career Highlights:

Streamlined training procedures and processes; standard operating procedures and processes; and doctrine, which resulted in a seamless invisible alignment between active and reserve components.

Met established training objectives by creating, implementing, and managing acceptance of current training programs, materials, and methods.

Generated a timely and positive outcome by setting priorities; organizing work across projects, programs, or people; balancing work demands; and anticipating and overcoming obstacles.

Training Program Manager (Government Contractor) 20052007

Applied best project management practices, encompassing analysis and monitoring of manpower, personnel, facilities, equipage, and training.

Led efforts in ensuring process, expectations, training, and evaluation issues were consistent among groups.

Career Highlights:

Facilitated train the trainers program, as well as in certifying forces using the developed training and qualifications process, resulting to the development of staff to achieve their professional goals.

Developed a standardized professional training curriculum for command training team members, as well as a standardized training continuum program that could be objectively measured while ensuring visibility of existing training team readiness.

Customer Service Representative and Project Manager LEGACY MANUFACTURING Marion, IA

Ensured overall project success and provided leadership in the delivery of various products and services to customers.

Worked with stakeholders in developing processes and procedures for all schedule support activities.

Completed expert reviews and audits to project schedules to ensure compliance with policies and procedures, and provide feedback and training to project schedulers.

Conducted ongoing analysis of project schedule issues; proposed and implemented process improvements.

Guaranteed communications channels are identified, understood, and followed and made tools and information needed to perform assigned activities available to team members.

Career Highlights:

Coordinated project meetings with global suppliers to ensure requirements were communicated and understood by all stakeholders.

Established project guidelines for project status reviews and fostered communication between project teams and higher management.

Played a lead role in ensuring a reliable source of high-quality with the lowest possible cost to be marketed in a multi-million dollar diversified product line.

Enhanced company profitability and productivity by executing a supplier compliance program.

Promoted process improvement by directing post project reviews and capturing lessons learned.

Inventory Manager and Assistant Operations Manager OTTSEN OIL COMPANY, INC. Cedar Rapids, IA

Created and directed proper cost-wise inventory levels and places orders with approved suppliers.

Closely worked with suppliers to negotiate and settle rejections, losses, return of materials, over shipments, and cancellations.

Made major contributions in improving various companywide inventory processes that enhanced company profitability and productivity.

EDUCATION

Master of Arts in Organizational Management: In Progress (Expected Completion Date: Feb 2014)

ASHFORD UNIVERSITY Clinton, IA

Service Academics Leadership Unity Tribute Excellence (SALUTE) Veterans National Honor Society

Dean's Honor List GPA 3.50/4.00

Associate of Science in Business: 2011

IOWA CENTRAL COMMUNITY COLLEGE Fort Dodge, IA

GPA 3.56/4.00

Contact this candidate