Customer Service Manager
Resume:
Albert Diaz
**** ******** **** *************, ** 18031
ac274h@r.postjobfree.com
Summary of Qualifications
Demonstrated record of achievement, management, and responsibility.
Effective, versatile people leader. Earned respect of superiors and subordinates for results and motivation skills.
Met and exceeded quotas and accomplished delegated objectives.
Proficient in Microsoft Office Suite.
Fluent in English and Spanish.
Professional Experience
Olympus Imaging America Inc. July, 2003 – September, 2017
Director, Service Operations, 2011 – 2017
Center Valley, Pennsylvania
Accountable for Technical Repair Services, Reverse Logistics, and Customer Service and Support for North America and Latin America.
Developed Technical Service strategies to help the organization achieve strategic goals and objectives.
Defined and implemented short and long-term tactical Operations plans that align with the business unit.
Successful completion of organizational transition project in 2011.
Was responsible for managing the selection and development of people, resources, and budgets necessary to perform the functions of the department.
Ensured that proper training is provided to personnel within repair, kitting, and customer service.
Proven ability to reach a targeted goal.
Senior Manager, Customer Care & Support, 2006 – 2011
Center Valley, Pennsylvania
Responsibility for the leadership of Technical and Customer Service Phone Support to drive customer care to the next level. This has led to the highest quality scores, lowest wait time, and lowest abandon rates in the history of Olympus.
Continuously increasing responsibilities in Management.
Partner with the Repair Operations, Quality and Sales to understand customer needs, both internal and external, to understand staffing needs and business priorities.
Create and drive an escalation and priority management process to effectively address customer issues to ensure customer retention and satisfaction.
Develop reports and report analytics to better understand business and team performance.
Manage staffing levels, capacity planning and budget accountability for Customer Care operations.
Regional Service Manager, 2003 - 2006
Cypress, California
Manage and oversee the regional Depot Service team and Administrative staff in order to ensure satisfactory job performance, area business objectives, revenue and gross profit targets.
Maintained knowledge of all contractual obligations to Dealers and Authorized Third Party service organizations within the assigned area, in order to properly respond and fulfill the obligations of the agreements
Purchased and allocated spare parts inventory, supplies, etc. for the assigned area and maintain/reconcile these items in order to meet or exceed contractual commitments and customer expectations.
Establish a close working relationship with area sales personnel in order to create a team atmosphere between sales/service and capitalize on sales opportunities.
Datagate, Inc. June, 2001 – May, 2003
Western Regional Service Manager
Whittier, California
Recommend strategic plan to CEO by studying market, financial, technological, organizational, and human resource opportunities.
Accomplish department operating objectives by establishing action plans, budgets, timetables, and outcome measurements.
Responsible for all operational aspects of a multi-location field service staff within Sun Microsystems, as well as the Hewlett Packard Field Service Division, which include but not limited to P&L responsibility, recruiting, selecting, orienting, and training employees.
Maintain field service staff job results by coaching, counseling, and disciplining employees.
Contribute to team effort by accomplishing related results as needed.
Received Meritorious Supplier Award from Sun Microsystems in 2001 and 2002.
Glory (U.S.A.), Inc. August, 1996 – June, 2001
Western Regional Service Manager
Santa Fe Springs, California
Responsible for developing, training, and mentoring 24 Service Engineers, 3 District Service Managers, and 2 Office Clerks.
Responsible for 9 U.S. States with a Service Revenue of $2.4M in the Automated Currency and Handling Division for the retail, banking, casino, and commercial market.
Consistently met and exceeded Service Quotas.
Received the Regional Achievement Award for Outstanding Efforts in Achieving Service Goals.
Canon/Astro Business Solutions April, 1986 – August 1996
Area Service Manager
Gardena, California
Responsible for all aspects of profitability and field operations for the Copier and Facsimile Division.
Significantly increased machine population and call productivity.
Interacted with sales, supply, and warehouse departments on a daily basis.
Hire train, supervise, and motivate employees.
Education
Electronics Technical Institute – Glendora, California
Certificate, Electronics Engineering
Saint John Bosco High School – Bellflower, California
Professional Seminars
Total Quality Management (TQM)
Principles and Methods of Supervision
Foundation Skills of Business Writing
Customer Service
Aquarius Management Training
Professional References and Salary History Provided Upon Request
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