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Manager Customer Service

Location:
Union, New Jersey, 07083, United States
Posted:
February 28, 2018

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Resume:

Michele MANNA

*** ***** *******, *****, ** ***** 908-***-****, ac4naf@r.postjobfree.com

SUMMARY

Excellent teams are a fundamental part of end user “the customer service” experience. The managerial roles upheld throughout my career have taught me that stronger leaders are necessary to the success of any organization. It is imperative to appreciate the gap between those that find relationships, continue to build, service: and manage them.

My Goal is to lead a department or organization to fortify the core of those values that is respected as the best in the world.

To be the best possible leader for a team, I will initially analyze the current internal processes and procedures, as well as review team workloads and interview individuals regarding current functions within their teams.

I will then review this information with my managerial peers and create new initiatives for continued success.

These ideas are outlined in further detail below.

I look forward to discussing ideas and actions with the Executive Team for their feedback.

SKILLS

Communicate and manage all challenges within an origination, both internally and externally.

Oversee Human Resources of review process, commissions/payroll, employee PTO, new employee hire, orientation, and termination.

Evaluate and structure corporations to enabling growth.

Proficient in Word, Excel and Power Point

EXPERIENCE

Office Resources

New York, NY

October 2014 – September 2017

Senior Corporate Account Manager

Maintain and grow large corporate client accounts.

Conduct weekly team meetings to review projects, status report, booking, billing, cost error, and quality audits.

Discuss challenges, and process improvements of the corporation to continue to provide the best quality of service to end users.

Create and maintain monthly forecasts and quarterly goal anilizatioin.

Responsible for effectively managing the overall operation of the assigned team.

Restructure project teams to increase margin and efficiency.

Maintain vendor relationship and client consultant team that includes architects, general contractors, laborers, and brokers.

Communicate and manage all challenges with company partners.

Discuss and negotiate contracts for additional concessions when appropriate.

Mentor team members, and encountering any/all daily work challenges, while providing optimum solution ensuring results.

Benhar Office Interiors

New York, NY

2009 – March 2014

Vice President of Operations

Oversee Human Resources of review process, commissions/payroll, employee PTO, new employee hire, orientation, and termination.

Coach and mentor Management and Administrative staff to ensure success of job performance.

Intense software training to provide successful product knowledge promoting project efficiency.

Conduct weekly team meetings to review job, status report, booking, billing, cost error, and quality audits.

Attend monthly Executive Management meetings to discuss staffing need, new business, and corporate goals.

Confer weekly with COO to discuss challenges, and process improvements of corporation.

Review log cost error daily, analyze, and discuss with appropriate personnel.

Provide weekly submission of cost error report to Principal Owner, and COO.

Manage, and provide IT support while overseeing server maintenance and contract.

Implement internal employee training seminar.

Responsible for effectively managing the overall operation of the organization.

Restructure corporation enabling growth of 10 million to 21 million of revenue, providing 8% net profit margin.

Control and implement margin erosion program to be analyzed for training/process improvement opportunities.

Vendor relationship maintenance as needed, providing set up of vendor presentation, and meetings with staff as necessary.

Communicate and manage vendor challenges with labor company partners.

Discuss and negotiate pricing practice of product discrepancies when necessary.

Perform employee exit interviews regarding non-solicitation agreement, return of security and access pass, voicemail removal, deactivation corporate email, deletion of DDMS User name.

Mentor Jr. Project Managers and Administrative Assistants encountering any/all daily work challenges, while providing optimum solution ensuring results.

Office Depot

Clifton, NJ

2007 – 2008

Eastern United States Furniture Operations Manager

Oversee sales coordination, project management, and specification oversight of direct reports in the Northeast, Southeast, and Mid-Atlantic Regions.

Supervise outside contractors, and vendor relations within each territory.

Create National Operations Training Procedure lesson to be utilized throughout the national Business Solution Division.

Participate in strategic planning of marketing, and sales force.

Sole responsibility of all updates, changes, and process for Furniture Operations Manual.

Implement/create furniture training module for National Telephone Account Manager outsourcing personnel.

WB Wood

New Providence, NJ

2005 – 2007

Director of Operations

Supervise design, sales coordination, project management, and specification checkers as direct reports.

Oversee outside contractors, vendors, and reception.

Create/Implement cost error report that allowed analyzing recoverable/unrecoverable cost errors while determining origin.

Punch list items lowered by half, along with lowering of resolution time by 25 days with 6 months.

Provide timeline with specific milestones to ensure project tracking.

Implement service, and warranty procedures tracking system.

Reorganize company process flow chart to all allow accurate description of each process.

Responsible for all update, revision, and correction of Corporate Operations Manual.

Provide/create post punch list customer satisfaction letter for quality assurance.

Strengthen and improved vendor and customer relationships within corporation as needed.

Arbee Associates

Union, NJ

1992 -2004

Project Manager

Responsible for Corporate Accounts more than 25 million.

Account supervision of IBM, Schering Plough, Horizon, BC/BS, Katz Media, ADP, Prudential, and Mercedes Benz.

Oversee designers, and architects for all furniture, and electrical layouts.

Manage furniture installation, and reconfiguration networks in all locations of ADP, and Katz Media.

Coordination and management of furniture installations for Mercedes Maybach Marketing Studios in all dealerships within the United States. A total of 80 Mercedes dealerships within the Maybach Franchise.

Create a customized system to service and maintain turn-key operation for all Mercedes Maybach Marketing Studios across the United States.

Attend all field project meeting, and coordinated installations with electricians, general contractors, and customer facilities manager within New York and New Jersey.

Provide small furniture layouts for clients while using V-Spec a 20/20 technologies program.

Assist in creation of the Autohaus infrastructure standards, and Smart Car Showroom rollout, including work stage building in all major cities.

Mentor program creator to allow creation of lessons and modules to enforce company policy, and procedures.

Corporate Administrator

1995 – 1996

Responsible for review of all order acknowledgements.

Analyze monthly reports and distribution to all Project Management.

Maintain all project filing systems.

Provide small furniture layouts for clients while using V-Spec a 20/20 technologies program.

Accounts Payable/Receivable

1992 – 1995

Expedite payments for Arbee North/Arbee South.

Handled all payables, receivables, and corporate collections.

Responsible for all monthly and year end reporting.



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