Customer Service Manager

Stuart A. Clark

Peculiar, MO ***** C: 816-***-**** **************@*****.***

Dedicated professional with proven abilities in strategic planning, managing projects, and improving efficiency of operations through team-building and detailing project information to determine effective processes. Expert in identifying areas of strengths and weaknesses, implementing company policies, standards, changes in operation, and systems that optimize productivity and bottom line. Demonstrated ability to mentor and motivate staff to maximum productivity and control costs through the most effective uses of manpower and available resources.

- Strategic planning - Financial oversight

- Goal attainment - Procedure development

- Budgetary and P&L management - Performance reviews

- Cost control - Team building

- Exceptional customer service - Business development

ROCKWELL SECURITY May 2013 – Present

Regional Manager

Evaluate current sales model and identify areas of improvement that increase sales and revenue

Restructure and streamline Human Resources and Operations that improve efficiencies, services, reduce costs and increase profits

Recommended and implemented the purchase of a time and labor management system to reduce overtime and improve scheduling efficiency by 40%

Develop procedures to improve employee development, training and retention

Establish company-wide focus on providing exceptional customer service

INTERNAL REVENUE SERVICE January 2013 – May 2013

Tax Examining Technician

Provided assistance on inquiries initiated by taxpayers to determine information needed to resolve inquiries

Researched pertinent tax data through, IDRS accounting records, telephone contacts, IRS officials and or other agencies

Took corrective actions to close each case; such as adjusting taxpayer’s account, and re-computing tax liability

US SECURITY ASSOCIATES January 2010 – January 2012

Branch Manager

Increased Service levels by 52% through scheduled customer meetings and customer service training sessions

Redefined branch business plan and set priorities that increased Market Share, Revenue and Profit

Improve internal branch operations: Financial, Business Development, Customer Relations, Human Resources, Training and Accounting

Reviewed and recommended enhancements to client’s physical security plans, facility access control, CCTV systems and operating procedures

Worked with team members to increase individual performance and set realistic improvement goals

TWO FOR THE ROAD, LLC November 2007 – January 2013

Owner/Property & Casualty Claims Adjuster

Interfaced with policy holders and insurance carriers to adjust property loss and negotiate settlements with claimants

Investigated facts surrounding claims, determined damage, evaluated liability of insurance carrier, communicated outcome, and negotiated settlement with policy holder, summarized all activities in estimating software and reports

Licensed to work in the following states: Texas, Louisiana, Oklahoma, Florida, South Carolina, and Michigan

Certified to adjust claims for: State Farm Insurance, Farmers Insurance, Farm Bureau, Liberty Mutual, and Tower Hill

THE WACKENHUT CORPORATION May 2004 - October 2007

General Manager

Repositioned a non-performing branch office and developed/directed aggressive strategic marketing programs that re-identified the company to the Kansas City market, which increased sales and revenue. Provided leadership and mentoring to a team of 7 managers that contributed to the growth of $10 million-dollar annual operating budget and employed over 300 security officers

Focused sales initiative to target progressive and Fortune 500 companies, these changes achieved a 53% increase in clients and increased sales revenue by 42%

Implemented Employee Recognition Programs, improved communications, training and payroll processes that contributed to reduce employee turnover from 57% to 32%. Directed administrative changes in payroll and billing processes to reduce days outstanding from 47 days to 32 days

Substantial increase in sales, reductions in employee and operating expenses, and improved operational structure, which resulted in an increase in annual profit of 3.5%

Achieved Wackenhut’s “Silver Club” status for financial year 2006. This award was presented by The Wackenhut Corporation in recognition of overall increase in Sales, Revenue, and Profit

BARTON PROTECTIVE SERVICES June 1996 – February 2004

General Manager (2001 – 2004);

Operations Manager (1996 – 2001)

Created a successful business plan that increased sales in local and regional markets by approximately 50% annually. Presented accurate and to-the-point business plans along with creative solutions to customer’s security issues

Lead management staff to continue to develop improvements in our award-winning client relationship program. The success of this program achieved no lost business for 5 consecutive years

Reviewed client’s current physical security program and provided security risk assessments for the facilities and recommended enhancements to client’s physical security plans, facility access control, CCTV systems and operating procedures

Reviewed monthly financial reports, which included: P&L review with the management staff. This branch achieved $900,000 per month in revenue with 10% profit. Controlled operating budgets, organizational profit/loss, and overall expenditures while enforcing contract compliance

Elevated performance in the area of market penetration and growth through expert consumer research, facilitating optimization of marketing and product placement strategies. Highly focused on adhering to organizational missions and philosophy while positively impacting bottom line and daily performance

Achieved the Company’s “Chairman Club” honor for 4 consecutive years as a top producer in annual growth, profit, and collections

EDUCATION/PROFESSIONAL DEVELOPMENT

B.S. Degree Business Management; Northwest Missouri State University; Maryville, Missouri

120 hours Basic Law Enforcement, Law Enforcement Academy, St. Joseph, Missouri

Certified Protection Professional, American Society for Industrial Security

Center for Creative Leadership, The Looking Glass Experience

PROFESSIONAL AFFILATIONS

American Society for Industrial Security

PERSONAL INTEREST

Golf, Motorsport, Car Shows, Horseback Riding, Beach Time, Kansas City Royals & Chiefs

Contact this candidate