Manager Customer Service
Resume:
MICHAEL D. SWARTZ
DIRECTOR OF OPERATIONS
Humble, TX 77396
*********@***.***
OBJECTIVE
As operations Manager, General Manager or Branch Manager position with a growth oriented organization involving team leadership, strategic planning, training, human resources, budgeting and project control with a significant focus on creating unique business solutions.
QUALIFICATIONS
. Team Building Project Management Customer Service
. Policies/Procedures Development Training Development Inventory Control
. Strategic Planning Safety/OSHA Interviewing
. Quality Assurance Interpersonal Communication Facility Management
. Budget/Preparation/Control Human Resources Proposal Preparation
. Process Improvement Monitor P&L reports Research/Purchasing
SELECTED ACHIEVEMENTS
Corporate Care; Managed 40 plus techs and office personnel, trained and hired as required. Had 300 contract plus an additional 100 banks spread throughout the Houston metroplex. Performed demo for a $750k service job that required answers to a complex problem. Scheduled, trained and over saw the work until its completion while ensuring safety regulations were followed without fail. Provided extensive hard surface training to build 2 hard floor teams. Attended to numerous HR issues while creating a safe and good working environment.
Corporate Care; Managed 25 techs, trained and hired new techs as required. Shut down Fort Worth branch saving $24,000 in rent plus the cost of personnel and equipment, while increasing span of control. Saved extensive time by showing techs and sales the correct way to do water restoration on a very large job with a loyal customer. Constructed new programs for valued customers to meet budgetary requirements during times of need. Built and scheduled road trips to service multiple customers as far as New Mexico. Established strong relationships with customers that brought in additional service work and able to retain contract base. Had one large customer because of the strong relationship gave us a second look on a bid.
DuPont Flooring; Managed 20 techs, provided training, insured a safe and good working environment. Addressed all HR issues, ensured all vehicles and equipment stayed in good working conditions. Ordered all supplies and equipment as needed. Scheduled all contract and service work while ensuring no loss to our contract base. Scheduled and planned road trips servicing National accounts as far as Arkansas with zero discrepancies.
AMC Theaters; As Operations Manager hired a full time maintenance person to accomplish minor maintenance on two facilities of over 100,000 square feet. By scheduling daily maintenance improved facility conditions by 110% which was recognized as an exceptional inspection standard. Trained additional personnel to do maintenance that improved the appearance behind the customer service area. Saved $13,000 in maintenance costs over 5 months.
Military; Managed 120 personnel, 10 clinics and over 20 programs. Oversaw the day to day operations and established required policies with a 2 million dollar budget.
Military; Wrote curriculum, taught and tested personnel in a course on different styles of management. Regarded as one of the most popular courses taught at the medical center.
Military; Successfully managed eight buildings over a 10 square mile square area. Coordinated efforts between the civil engineer, contractors, base personnel and civilian cleaning crews. Recognized by base inspectors with an excellent evaluation rating.
Military; Oversaw $1.6 million dollar budget to include projected spending, new equipment required, temporary duty assignment and temporary projected flying hours for the year. The squadron stayed within budget and recognized by higher echelon as outstanding job.
Military; Implemented training tracking system to assure clinic training was on schedule and on budget. Through this system were able to project training requirement for 5 years in the future.
Military; Provided structure to surgical unit and a means of creating a standard rating system which influenced future promotions and pay increases. Demonstrated a career path for each airman in the unit.
Military; Established a new policy by creating a new training program with the Multi-Specialty Clinic and Ambulatory Surgical Unit. Cross Training allowed for greater flexibility and coverage in stressful times. Reduced workload burden during periods of low manning and high patient appointment demands by 25%.
Military; Spearheaded a new program that decentralized enlisted Specialty Training Program from group lead and placed the oversight to the squadrons. Improved accountability for training and records maintenance.
Military; Inspected in excess of 1,182 pieces of support equipment while providing training on new procedures and task evaluations on all personnel within the unit. The largest number of flying hours achieved, an excellent rating in management effectiveness inspection and maintained over 90% in commission rate.
EXPERIENCE
Director of Operations, Corporate Care, Houston, Tx 2013 to 2016
Director of Operations, Corporate Care, Dallas, Tx 2004 to 2013
Director of Operations, DuPont Flooring, Fort Worth, Tx 2000 to 2004
Operations Manager, AMC Theaters, Fort Worth, Tx 1999 to 2000
Superintendent of Surgical Services, Malmstrom AFB, Great Falls, Mt 1991 to 1998
Program Manager, Malmstrom AFB, Great Falls, Mt 1988 to 1991
Service Manager, RAF Bentwaters, England 1986 to 1988
Quality Assurance Inspector, RAF Bentwaters, England 1983 to1986
EDUCATION
MANAGEMENT DEVELOPMENT
Air Force College Academy for 2 years plus
Leading an Empowered Organization Controlling and Directing Personnel
Quality Assurance Evaluation Managerial Communications
Teams and tools training Principles of Motivating Personnel
Quality Leaders Course Effective Counseling Techniques
Quality Facilitators
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