Customer Service Manager

Jeffery Whittle

*********@****.*** – 803-***-****

PROFILE

A persistent, decisive leader with over 30 years of professional experience as a Branch Manager,

Director, Project Manager, Professional Services Manager, and Vice President of Operations. A

comprehensive understanding of sales, operations management, project leadership, technical

services, personnel, warehouse operations, inventory control, and customer support using

excellent communication, comprehensive planning, and team building skills. Proven ability to

handle profits and margins exceeding budgets of $42 million. Practiced in designing operating

systems, implementing policies and procedures to improve productivity, and reducing operating

costs for a greater overall profit margin. Adept at designing and running call centers for such

functions as technical service, customer service, and sales support. Experienced in developing

strategic programs to exceed corporate objectives, achieve quantitative results, and produce

measurable accomplishments. Proficient in Windows XP, Microsoft Office Suite, Visio, Oracle, and

SAP.

Expertise encompasses:

Corporate Communications, Training/Development Implementation, Infrared Technology,

Inventory Control, Operations Management, Recruiting, Healthcare Communications,

Start Up Operations, Systems Installation, Telecommunications, Project and Program

Management.

Technical Expertise with Avaya Red and Blue Products. This includes management of Avaya Aura

Massaging, Avaya NRS Servers, Avaya Secession Managers and Avaya AACC6 Call Center

Products. Also certified on Avaya Blue (Nortel) products. Working knowledge of SIP, H323 trunks,

PRI Circuits, and VOIP Configurations.

SELECTED ACCOMPLISHMEN TS

Program and Professional Services Management for VIP Customers including Kaiser,

Novant Healthcare, Lockheed Martin, Walter Reid, CMC, and Hughes Network to name a

few.

Project managed an upgrade project for a major hospital group encompassing 35 sites

done in a 90 day window. This was a half million dollar project completed on time and

under budget.

Project management for VOIP, SIP, H323, and other Telephony Apps and Products

Responsible for maintaining SLAs

Recognized as best in the country for management of Kaiser Sites.

Redesigned process flow of all orders in house, reducing company costs by $200,000

annually.

Jeffery Whittle

*********@****.*** – 803-***-****

Reduced inventory on a national level by 2 million units.

Recognized as a Circle of Excellence winner for five consecutive years.

Arrow S3 (promotion)

2012 2013

Program and Professional Services Manager Mid Atlantic Region

Program and Services Manager for Mid Atlantic Region

Project management of migrations, upgrades, service disruptions and outage resolution

within all customer Data Centers.

Point of contact for customer service issues, billing, payroll, and staffing.

Responsible for all dedicated site Operations from SC to PA consisting of 11 Major

customers (Lockheed, Walter Reed Medical Center, Hughes Networks, Novant

Healthcare) and Networks, Novant Health Systems) and 32 onsite Engineers.

Managed Annual revenue stream of 18 million.

Responsible for sales retention and growth of the customer base.

Responsible to meet Customers SLA

Jeffery Whittle

*********@****.*** – 803-***-****

Arrow S3

Professional Services and Operations Manager for NC SC 2008 2012

Responsible for field and operations services in SC NC area with emphasis on major account

such as Novant Health and Wake Medical Center.

Annual revenue stream of 14 million.

Manage migrations, upgrades, service disruptions and outage resolution, customer service

issues, billing, payroll, and staffing.

Project Management for large implementations of VOIP, SIP and TDM solutions.

Track timelines, deliverables, and cost for all project initiatives.

Sales support for possible Corporate Account opportunities including site visits and

participation in Sales Calls and Design with potential customer.

Manage all Field Engineers, Sub Contractors, and fleet.

Charged with lowering cost while maintaining SLA’s for all customers.

Southeastern Telecom 2006 2007

Operations Manager NC

Reduced time to delivery of services from three weeks to two days.

Stream lined office staff and processes to reduce cost.

Supervised project implementations and service for voice, data and VOIP initiatives.

Managed all in house operations support staff. Share responsibility for supervision of

administration staff and sales force.

Responsible for managing and monitoring more than $400k of inventory.

Total budget $4 Million

Inter Tel 2004 2006

Branch Operations Manager

Increased maintenance contract sales, achieved budgetary goals, and meeting expected

revenues.

Supervised project implementations and service for voice, data and VOIP initiatives.

Managed all operations personnel as well as recruited and directed sub contractors.

Responsible for managing all vehicle fleet and maintenance expenses.

Streamlined office processes for in house tasks.

Managed a $3.6 million budget.

Jeffery Whittle

*********@****.*** – 803-***-****

Verizon 2002 2004

Branch Manager

Lead a staff of 24 technicians in north Georgia and east Tennessee.

Used quantitative business methods and process improvement techniques to monitor,

measure, and evaluate operational performance.

Designed and implemented a national compensation plan.

Managed site contracts for high profile customers including Kaiser, Phillips, and Verizon

Wireless.

Saved several large contracts from cancellation by increasing the level of service provided.

Mentored a technician into an elite producer on the staff.

Negotiated a new contract to manage Phillips Electronics in Atlanta.

Managed a $20 million budget.

TIC Enterprises 2000 2002

Vice President of Operations

Managed a $30 million budget, overseeing national implementations and tech

support/service while utilizing FTE and contractors.

Ensured the implementation and delivery of all wireless products for employees.

Supervised all pre/post sale support.

Managed all engineers, order processing, and inventory personnel.

Oversee the configuration and delivery of Nextel Wireless phones on a national

footprint.

Redesigned processes for order entry of wireless products, reducing the number of

order entry clerks from 50 to 20.

Designed and opened a national call center for technical and customer support and

sales engineering.

Consolidated engineering to one central location, eliminating unneeded office

space.

Executone Information Systems 1983 2000

National Operations Manager (Healthcare Division)

Managed all revenue, profits, inventory, and vehicle fleet.

Managed all technicians, branch managers, project coordinators, and customer

service representatives on a regional level.

Jeffery Whittle

*********@****.*** – 803-***-****

Oversee the operational budget, which grew from $4 million to $22 million when

the territory expanded from north Alabama to the entire eastern half of the United

States.

Achieved annual revenue and generated profits for 11 consecutive years.

Was named number one of all operations managers in 1995; was named best in

the country for profitability for 1994.

Executone Information Systems 1998 1999

Director of Operations Interim (Healthcare Division)

Accountable for profitably while managing 29 offices generating over $42 million in annual

revenues.

Created financial management tools to achieve pretax profit of 12%.

Served as a member of a committee organized to streamline order processing and overall

functionality for the division.

Achieved revenue for two consecutive quarters.

Implemented a national call center for customer service.

E D U C AT I O N

Jacksonville State University Pre engineering

Wallace Community College Electronics

Licensed Pilot

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