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Customer Service Management

Abingdon, Maryland, United States
February 14, 2018

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William T. Rose

**** **** ***** *****, ********, MD 21009 * 410-***-**** *

Operations Management / Business Management

Operations / Business Development / Information Systems Technology/Communications / Finance / P&L / Project Management / Marketing / Team Building / Business Management / Training

Highly motivated executive with extensive experience and ability in Operations, Engineering and Business Management. Accomplished at strategically implementing programs to improve efficiency and productivity. Recognized for developing action plans to help reduce cost and maximize profits. Proven track record of designing positive and qualitative resolutions. Strong communications experience, staff development and leadership skills.

MBA, Business Management, UMUC, BS, Engineering, Siena Heights University, Adrian Michigan


High Speed Rail(HSR) Service Engineer Washington, DC 2010 - 2016


Responsibilities include leading several projects and procedures to improve the Amtrak Mechanical Operations and High Speed Railroad Service Engineers technical training programs. Development of technical procedures to teach and assist craft with more practical and user friendly resources etc. Daily Service, Information Technology, Inspection, Trouble-shooting and repair of Acela HS train sets. Conducting consistent ongoing oral communications, new fleet wide Safety Inspections in and outside the facility for both train sets and personnel, providing consistent oral communication updates and modifications. Utilizing various IT software tools and data systems for daily task management reports, documentation, terminations, etc. Managing various craft support and problem solutions for Electricians, Pipe fitters, Machinists, and Car Repair Technicians, HOS Tier II qualified with both 236-238 certifications utilizing Microsoft, Windows, Outlook, Vista, Excel, WMS, Powerpoint, Paradigm, Link One, etc.

Auto Retail Dealer Baltimore, Md 2014 – present

J&B Auto Sales

Responsibilities include customer service, sales, administration, oral communication, and distribution of vehicles to consumers daily. Test rides and price negotiation skills and abilities. Procurement, & Purchasing of vehicles from auctions located throughout the country for consumers. Billing, Finance and other Loan Administration. Tags and Registration etc. Custom Orders Management, Re-assignments, Inspections and maintenance required to process mechanically sound transactions. Utilizing desktop and laptop computers for various system administration and programming tools, Windows 7, 10, People soft, Microsoft Outlook, Word, PowerPoint, Excel, etc.

Outside Plant Technician Pikesville, MD 2008 - 2010


Responsibilities include Fiber and Copper placement throughout the state of Maryland. Compliance Inspector, Telephone Pole placement & removal, cable transfers etc. Pole climbing, Fiber lashing, trouble-shooting down to component levels are also required. Utilizing Blue Prints and updating drawings, network regularly with contractors daily. As an O.P.T. commercial drivers license and bucket utilization are both mandatory. Computer literacy skills are also required. I currently utilize Vista, Windows, Microsoft Word, Power Point and Excel. The skills, training and responsibilities are very much similar to those of a telephone lineman.

Local Area Manager

Verizon Hanover, MD 2007 - 2008

Maintenance & Installation Management,

Maintenance & installation Manager responsible for supervision of 15 - 20 associate CST's & ST's. Responsible for supervising a team to achieve measurable goals in accordance with the established policies. Focus is consistently on employee productivity, problem solving and consistant workflow. Generally providing guidance and/or training to others, and assessing performance according to established policies. Other responsibilities entail conducting field inspections, safety observations, identifying and removing roadblocks, while tracking and analyzing performance, productivity, quality, and customer contact results. I am also accountable for employee development, training and safety compliance

Project Administrator

Verizon Hanover, MD 2004 - 2007

Buried Fiber Distribution Management, Fiber Optic & Cable Inventory Operations, CDL Certification Project Administrator, Contractor & Sub- Contractor Networking, Data Base Management, Leadership, Communications Specialist, Trouble-shooter Analyst providing strategic solutions, problem solving methods, Consulting, Technical Training, Telecommunications / Construction providing FTTP installation throughout the state of Maryland, Technical Writing, Windows XP, Excel etc.


City of Baltimore Baltimore, MD 2002 - 2003

Designed proposals for the Mayors Office of Children Youth and Families

Provided Grant writing assistance and administrative support for various

software applications. Windows NT, 1998, 2000, Excel etc.

Provided Consultative resolution and technical support to staff, youth and families

Provided consistent assistance with project development on various projects

Management Technical Staff

Lucent Technologies Hunt valley, MD 2001 - 2003

Engineered wireless projects and various systems in a telecommunications environment.

Implemented specifications for manufacturing and activating LAN/WAN multi-million dollar switches.

Provided Help Desk related task and Info. Technology support, Strategic planning and networking providing analytical resolution for manufacturing and installation.

Consulting with Field Engineers and customers to insure accurate switch implementation and activation.

Utilized desktop and laptop computers for various system administration and programming tools,

Cross Talk, Virgos, Cases, Hummingbird, ODA1, Windows NT, 2000, 98,95, People soft,

Microsoft Outlook, Word, PowerPoint, Excel, etc.

Reservations Agent

Northwest Airlines Hanover, MD 1996 - 2001

Functions such as, inside sales, customer relations, using telephonic and telemarketing skills.

Among top 20% assisting current and new customers selling reservations from call center.

Performed as liaison coordinating travel arrangements for both travel agents and outside vendors.

Trouble-shoots problems and travel related issues agents and outside vendors.

Utilized desktop computer.

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