Customer Service Manager

TROY CONWAY

Home Address: ***** ******** ******, ******* *****, CA 91344

Mobile: 747-***-**** Email: *******@*****.***

Summary of Qualifications

• I am a highly motivated, results oriented, hands on professional who thrives on a challenge and gets the job done.

• Many years of diverse, increasingly responsible and highly successful management experience with a history of expanding customer bases, increased productivity and maximizing of bottom line profits.

• Unique ability to prioritize work, handling many projects simultaneously and consistently achieving productive results.

• Interface and communicate extremely well with colleagues, customers and partners.

• I have the ability to build excellent rapport with clients, team members, and partners.

WORK HISTORY

Director of Product Implementation and Project Management 2002 - 2016 Garda World- Los Angeles, CA

Managed a team of Project Managers and other individuals across the country. Was responsible for certifying vendor products to be in compliance with Garda’s Cash Logistics programs.

Was the lead person responsible for Vendor Compliance. Made sure all vendors were meeting and exceeding service level agreements.

Worked on multi-million dollar implementations with major retail and banking customers as well as small business franchises.

I was the technical knowledge expert on the product line and was able to help sales close business by meeting with customers to explain the technical aspects of the hardware and software to them.

Worked closely with all of the major Financial Institutions with their In-Store Credit programs by migrating their customers to the CashLINK product. Successfully directed the planning, implementation and rollouts for thousands of locations by working with customers and our partners to mitigate all possible risk. Head of West Coast Operations 1996 - 2002

Quantel- Beverly Hills, CA

Responsible for all activities in the Western United States. Managed the Customer Support Department, Demonstrations Department, and Administrative Departments.

Established and administered company policies.

Maintained senior level relationships with customers to ensure customer satisfaction. Managed and leased multiple facilities across the Western United States. Manager of Account Reps 1995 - 1996

Letter Excellence- Van Nuys, CA

Managed a team of Account Representatives.

Handled high volume key accounts such as Fox, Disney, and Warner Brothers. Implemented new account programs.

Client Relations Manager 1995

First American Insurance Company- Van Nuys, CA

Developed the Customer Service Department and managed staff. Handled all claims directed to management for executive approval. Created a new Technical Department to assist with claims processing. Customer Service Manager 1988 - 1994

Weider Sporting Goods – Woodland Hills, CA

Responsible for day to day operations of a high volume national customer service call center. Maintained daily operations of an Order Entry Department processing 120 million in yearly sales.

Lead Client Response Representative 1981 - 1988

Smith-Kline Beecham Clinical Laboratories – Van Nuys, CA Resolved client problems and assisted clients with technical information regarding requisitions and orders.

Education

Los Angeles Pierce College – Business Administration California State University – Business Administration

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