Manager Customer Service
Resume:
Mark D. Coronado
Lee’s Summit, MO 64081
Email- **********@***.***
(816) 876 – 9643
Objective: To obtain a position that will enable me to use my strong organizational skills, professional background, and ability to work well with people.
Skills: Microsoft Word, Excel, PowerPoint, Outlook, Access, Visio Drawing and Flow charts, Symposium Call Center Client, NetMeeting, Lotus Notes, SharePoint, Front Page, Work Force Management, Entry CAD,
Abilities: Creative problem solving, Team building and training, Excellent people skills, Ability to adopt quickly to environment or tasks, Excellent communication skills, Conducted first and second interviews, Coordinated recruiting projects. Logistical operations
Experience:
Liberty Exposition Service Inc. Kansas City, Missouri December 2015 – April 2017
Production Manager
Oversee the in-house and onsite production of events, conventions and trade shows
Supervise, assist and coordinate the loading of equipment/freight between warehouse and site
Interpret specification of floor plans and any other special instructions to union labor workers
Generate work orders / equipment delivery orders and delegate to show site union workers
Created a labor cost per event, convention or trade show.
Coordinate schedule and logistics of staff and drivers for event
Create / edit CAD drawing for event with client for Fire Marshal approval
Oversee all responsibility to Production Supervisor
One on one, attendance, production, adherence
Dixon Golf Kansas City, Kansas / Kansas City, Missouri July 2013 to November 2015
Event Coordinator
Maintain close contract with tournament host
Update information on event
Set up logistics for best possible hole for most participation.
Maintain inventory of prizes and broachers
Maintain a face to face friendly and professional manner
Backyard Cinema Lee’s Summit, Missouri July 2013 to Present
Owner
Maintain close contact with customer and updates to event
Set up logistics for best presentation and sound
Set up of special visual presentations shown on screen
Maintenance / repair of equipment
Maintained all records
Conducted follow up surveys for quality and improvement.
US Bank Overland Park, KS April 2012 – June 2013
Team Manager
Directly manage 15 to 23 Full Time Service Advisor’s
Maintain employee records, progress reports, quality reports, production reports, yearly evaluations, attendance
reports and conduct 1 on 1 session monthly with team.
Conduct three monthly model call reviews per advisor for quality, review and deliver feedback
Coach service advisors on strengths and opportunities per metrics and expected results
Monitor morale and issues within the team. Implement games or contests when needed
Hiring, disciplinary action and termination of employee(s) when needed on team
Mark D. Coronado
Email- **********@***.***
Prescription Solutions Overland Park, KS April 2007 – September 2010
Pharmacy Technician Supervisor:
Directly manage 24 to 35 Full Time Pharmacy Technicians
Maintain employee records; progress, quality, production, attendance reports and yearly evaluations
Conduct 1 on 1 session and team huddles monthly
Monitor and Maintain real time production queue levels for optimum service levels (KPI’s)
Handle any and all escalations dealing with customers and employees
Monitor morale and issues within the team.
Hiring, termination and disciplinary action when need on team
Hooper Holmes / InfoLink Services Overland Park, KS December 2003 – April 2007
Service Manager:
Directly manage a staff of 18 to 26 Full Time Employees.
Maintain employee records, progress reports, quality reports, production reports, yearly evaluations, attendance reports and conducted 1 on 1 session’s with team.
Maintained real time work force management (WFM) inbound / outbound in order to meet key performance indicators for day/week/month.
Conduct first and second interviews for new employees.
Handle all escalation from client and customers.
Assisted in developing morale incentives to increase production and quality.
Sprint Ltd. Overland Park, KS February 1997 - January 2003
Supervisor IROC Department
Managed staff of 17 to 19 Full Time Employees.
Maintained employee records, progress reports, quality reports, yearly evaluations and attendance reports.
Identified problems, diagnosed cause and determined corrective action.
Handled all first and second level escalations.
Maintained and produced quality summary graphs and reports for call center.
Conducted one on one coaching with employees.
Education:
Collinswood High School Henderson, Neveda
Graduated
Military:
United States Marine Corps 0331 N.A.S Brunswick, Maine
1985 - 1989
Languages:
Spanish - Fluent
Key Accomplishments:
Rated in top 5 from employee surveys for Supervisor performance, Implementation of key events to increase moral, Development of visual graphs to increase production, FISH philosophy Implementation to departments
Professional and Personal References are upon request.
Contact this candidate