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Customer Service Manager

Location:
Boynton Beach, Florida, United States
Posted:
April 19, 2018

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Resume:

JOSEPH NICHOLES

**** ********* ** * ******* Beach FL 33472 l 561-***-**** l ac461f@r.postjobfree.com

Business Analyst

Solutions-driven business analyst with proven experience leading in the development and delivery of process innovations driving the attainment of business goals. Seeking opportunity to oversee initiatives designed to advance continuous improvement, competitive advantage and profitable growth.

Key Areas of Expertise

Requirements Definition & Doc

Process Optimization

IT Technical Expertise

Workflow Development

Creative / Critical Thinking

Project Management

Conflict Resolution

Vendor & Resource Management

Database Mgmt / SQL

Leadership / Team Building

Change Management

Business Development

Experience

Twin Vee Powercats, Fort Pierce FL

9/17 to 12/17

Process Analyst/Consultant for boat manufacturer

Implemented “cloud based” boat production scheduling software improving departmental communications

Boat warranty process tracking procedural development and software evaluation & implementation

Comprehensive “cloud based” inventory mgmt. system evaluation and change recommendations (controls & procedures, software, data elementals and training)

Greencorner USA, Orlando FL

2012 to 2017

Senior Business Analyst & Operations Manager for an international manufacturer – US Division

Departmental reorganizations in accounting, customer service, sales, E Commerce, shipping, warehousing and inventory control reducing expenses, increasing profitability and driving sales growth of approximately 20% annually for a 5 year total of 100%

ERP software development and implementation using SDLC / Agile iteration methodology

Re engineered accounting system data elements for better data analytics & management reporting

Comprehensive IT network infrastructure design, management and deployment

VOIP conversion project management

Project financial planning and budgeting

Substantially improved customer service response times through inventory management reorganization

Logistics process reorganization turning shipping from a cost center to a profit center including vendor contract negotiations, shipping package redesign, software implementation and training

E Commerce department oversight including product positioning, marketing and sales

Creative oversight and project management of website and brochure

Manufacturing oversight including new product recommendations, design changes, quality control, testing and production schedule reprioritizations

Critical human resource and policy management for employees, consultants and contractors

Facilitate office relocation including all services transition, IT infrastructure, personnel & office equipment

Facilities management

Deco Cycles, Delray Beach FL

2009 to 2012

Business Analyst and E Commerce Manager for motorcycle service provider

Created E Commerce sales department increasing sales 30% and reduced inventory holding costs

Developed, implemented and maintained marketing including website

Computerized accounting / billing system providing greater accounting accuracy and controls

Organized & structured shipping department procedures for cost effectiveness shipping

Scarlett & Gucciardo Law, Boca Raton FL

2006 to 2009

IT Analyst and Technical Manager of a stock market loss recovery law firm

Implemented document management system (DMS) for improving search times and accuracy

VOIP project management & implementation reducing costs by 90%

Computerized accounting / billing system providing greater accounting accuracy and controls

IT technical support & services management

Facilitate office relocation including all services transition, IT infrastructure, personnel & office equipment

Mobile Objects, South Eastern Region FL

2004 to 2005

Regional Sales and Support Manager

Real Time PDA based GPS delivery tracking system support including sales, technical and customer service.

Executive Edge, NYC NY

1993 to 2003

Operations Manager of MSP / IT & Business Analyst

Co-planned and managed Data Center relocation including redundant site – American Arbitration

Co-planned and managed WAN conversion including infrastructure implementation, equipment procurement, vendor management and installation in 36 cities – American Arbitration

Co-planned and co-managed Data Center design including equipment procurement – Blackwell Publishing

Planned and managed Data Center and office relocation – Blackwell Publishing

Tech Service Human Resources Recruitment (30 Technicians) – Columbia University

Equipment development & procurement management– United Nations

SQL based document management system (DMS) implementation management– Citibank Legal Affairs

Home Automation Systems Design (Audio, Video, HVAC, Security & Data) – Atlantic Control & Wire

Managed startup to approx. $15m/annually in sales & 200 employees – Executive Edge

Education

Business Management, Binghamton University, NY 1987

MCTS/MCITP Server 2008 and CCNA workshops, The Academy, FL 2010

MCSE: Data Management & Analytics, PC Professor, FL 2018

Volunteer Experience

B.A.B. Children’s Awareness Charity Fund Raiser, CA - Technical/Mechanical Support 7/17 – 8/17



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