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Customer Service Manager

Wake Forest, North Carolina, 27587, United States
March 12, 2018

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Randy Needham, MBA

**** ******* ***** 984-***-****

Wake Forest, NC 27587

Leader-Problem Solver-Strategic Thinker

Dynamic, results and goal oriented leader with a proven ability to cultivate and strengthen relationships across all organizational levels. Possesses an in-depth understanding of ethical standards and implementation of best practices. Cultivates and promotes stability in stressful working environments. Administration of appropriate resource allocation via budgeting, cost containment and personnel management. Mentor to staff in productivity, training needs and morale, leading to increased profitability. Detail-oriented individual with excellent leadership, organization, communication and customer service skills.

Core competencies:


Construction Management

Training & Development

Staff Management

Forecasting/Budgeting/Cost Analysis

Quality Assurance

Cost Containment

Process Improvement


Disaster One Inc. 2015 - 2018

Branch Manager Raleigh, North Carolina

Responsible for all branch operations including business development, customer relationships, project management and administration. Establish branch service goals to improve profitability and increased margins, sales, customer service and employee engagement. Monitor training and performance development programs for determining clear career paths. Create and manage marketing and operations budgets for adequate profitability and oversee accounts receivables in accordance with company goals. Recruit and hire a reliable employee and subcontractor base to provide expertise services within established company timelines and insurance program requirements. Key successes:

Stabilized poor performing branch starting with recruiting and hiring new employees. Turned over 75% of inherited staff within 8 months in order to execute and achieve company goals and financial objectives. Maintained stability in a heavy turnover industry

Increased sales by 60%

Increased margins by 6%. Reduced accounts receivables by 50%. Exceeded company goal on a consistent basis

Improved performance to allow branch to get back on insurance direct repair programs within 6 months

A&I Fire and Water Restoration 2014 - 2015

General Manager Wilmington, North Carolina

Managed daily branch operations including production, marketing, procedures and financials. Monitored profitability, proficiency and efficiency to ensure proper margins were being accomplished. Developed and implemented procedures to improve insurance vendor program scoring. Increased sales volume and improved customer service. Key successes:

Negotiated contract and managed largest job in branch history (1.5 million). Job awarded a "Chrysalis Award" in 2015 in the Commercial Insurance Restoration category

Responsible for getting all four branch locations on four additional direct repair insurance programs

Exceeded targeted sales volume which had not been accomplished in previous 10 years. Program related work added 40% to total volume

Branch recognized as a top program performer in our district on several occasions (repairs and mitigation)

Peerless Restoration 2012 - 2014

General Manager Virginia Beach, Virginia

Responsible for all branch related functions including personnel management, recruitment and hiring, operations, marketing, budgeting and monitoring of sales, revenue and margins. Provided immediate stability and structure as position was open for almost 1 year. Assigned employee responsibilities, implemented new job descriptions, improved customer service and developed performance expectations and standards. Improved job profitability and proficiency. Created a team oriented environment and changed the culture. Key successes:

Inclusion in top ten regional list for direct repair insurance program performance for first time in company history within 2 months

Created and implemented a new company employee manual

Improved job profitability by 3% within 4 months

Overhauled emergency on-call procedures

Created requirement to send out customer surveys on all completed jobs

Hall Construction 2007 - 2012

Construction/Mitigation Manager, Estimator Grafton, Virginia Planned, directed, coordinated, estimated and budgeted various activities affiliated with the mitigation and construction of residential and commercial structures. Responsible for the organization, scheduling and implementation processes of construction projects. Estimated repair costs for water mitigation, mold remediation and structural repairs. Negotiated with insurance carriers and adjusters to reach fair settlements. Directly responsible for Nationwide Insurance direct repair program. Key successes:

Number 1 ranked contractor in the region for Nationwide Insurance

Consistently hit established margins and timelines

Estimated and managed 1.7 million in volume. Included repairs and mitigation


Advanced Restoration 2004 - 2007

Senior Estimator, Project Manager Yorktown, Virginia

Nationwide Insurance 1993 - 2004

Special Claims Representative Newport News, Virginia


Colorado Technical University, MBA Healthcare Management

Old Dominion University, B.S. Business Administration


Warwick Little League Coach

Rodef Sholom Temple Board Member


Air National Guard – Honorable discharge

Air Force – Honorable discharge


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