Customer Service Manager

Mark W Rogers

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

**** ****** **. *****:863-***-****

Port Richey, Fl 34668

Dedicated Operations Manager with 10+ years of experience in Property and Business

Management. Consistently achieve record high customer satisfaction rankings,

improvements to the bottom line and turnaround of underperforming operations.

Respected builder and leader of result focused teams; instill a shared, enthusiastic

commitment to customer service as a key driver of company goal attainment. Lead by

example and ensure the execution of all policy, procedure and business model execution.

Areas of Expertise

Customer Service Maintenance Planning & Teambuilding & Training

Management Execution Cost Reduction Strategies

Complaint Handling & Property Enhancement & Building vendor alliances.

Resolution Turnover

Budgeting & P&L Sales & Margin Improvement

Management

Professional Experience

ADVANTAGE SERVICE PROFESIONAL PROPERTY MANAGEMENT 02/08 to Present

Operations Manager, Central Florida Operations 9/10 to present

Project/Maintenance Manager, 02/08 to 9/10

Promoted to Operations Manager to grow the Florida market. Responsible for total P&L of the operation. Duties included staffing for

and managing vacation properties. Including guest check ins, cleaning and maintenance, property enhancement, acquisition and

rehab of new properties and outside business growth.

Selected Contributions:

Took office from the red into the black in 60 days. Office of the year 2011.

Reduced staff turnover by 35% in 2011, benchmarking a record setting improvement in staff

retention due to the success of employee development and morale building programs.

Elevated Market Matrix scores by 20% this is measured through guest surveys on overall

experience and property appearance and features.

Developed and implemented procedures for property enhancement and routine

maintenance schedules.

Developed and implemented sales and marketing strategies for business growth to outside

customer base.

COMMERCIAL PROPERTY RESOURCES/ASPHALT DOCTOR INC. 4/01 to 8/10

President/CEO

Started and develop this company from scratch. We served the commercial property

community.

Some Services Performed:

• Complete parking lot solutions, paving, seal coating and repairs.

• General Maintenance and emergency services.

• Build out and unit turnovers.

Responsible for day to day operations and company growth. Duties includes

developing sales and marketing strategies. Staffing and project management.

Partner bought me out last year.

Education and Training

Cuyahoga Community College Cleveland Ohio

Earned 28 credits; concentration in business studies

Training: Completed numerous courses and seminars in customer service, sales strategies, inventory control, loss prevention, time

management, leadership and performance assessment.

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