Service Manager

THOMAS COLE

***********@*****.*** 480-***-**** www.linkedin.com/in/thomas-cole-257a9222

BUSINESS INFORMATION ANALYST

REPORTING ANALYSIS – STATISTICAL MODELS – PERFORMANCE FORECASTING – SYNTHESIS Enthusiastic process-oriented Business Data and Reporting Analyst with more than 9 successful years attaining cost and time savings for Fortune 100 and Fortune 500 customer companies. Known for the ability to mine business, customer, and vendor data to reveal information to support the company mission and boost profitability. Believes in the value of making even slight adjustments to realize significant efficiencies and profit improvements. CORE COMPETENCIES

Diplomacy – Data Analyst – Trend Analysis – Regulatory Compliance – Gaps & Opportunities – Financial & Production Data – Collaboration Strategic & Tactical – Cost Analysis – Integrated Applications – IT Liaison – Systems Engineering – Pivot Tables Charts & Graphs – Database Extraction & Analysis – Statistics & Economics – Problem-Solving – Relationship Building – Presentation Skills Tech Skills: Microsoft Excel (Power User), Outlook, Word, Visio, PPT, Project, Access, SharePoint, Transact SQL, SSMS, SSRS OPERATIONS MANAGER OF NATIONAL ACCTS FOR LIFE SAFETY ENGINEERED SYSTEMS, TEMPE, AZ 2015 – 2016 Directed 60 National Account contracts, operations, and daily production for this fire, safety, and security service company. Managed 15 call-center employees handling an average of 100 daily work orders nation-wide. Monitored 3,500 – 4,000 U.S. vendors, their performance, and their contracts, demonstrating strong leadership and management skills, multitasking, prioritization, data-driven decision making, and analytical skills.

Determined daily performance metrics for the call center based on experience, industry knowledge, and client service history. Current year service-levels average 8 days faster than last year, confirming efficient operation and meeting daily service levels.

Designed service KPI Dashboard for contract vendor service level fulfillment. Audited daily operation for adherence to work order specifications and reported significant deviations from expected enterprise-level P&L figures to the granular level of work order and vendor employee. Dashboard data provided an 18% – 20% improvement in service levels over 24 months.

Established and continued to build new-hire training by creating documentation and procedures outlining job functions to allow new-hires to meet performance goals faster and with greater accuracy, shortening learning curve from months to weeks. MANAGER OF INDUSTRY COMPLIANCE/BUSINESS INFORMATION (ANALYST) FOR TELGIAN, PHOENIX, AZ 2007 – 2015 Earned rapid advancement from National Account Manager to Business Information (Analyst) for NATL customers until moving into Industry Compliance. Tracked contracts worth $18M in safety, security, and fire equipment maintenance, repair, and inspections to confirm compliance. Enforced vendor and vendor employee license and procedure compliance at national, state (or province), county, and city jurisdiction levels.

Employed mastery of Excel and SQL to reveal previously unseen data to disclose issues, confirm service levels, and support CFO decision-making. Increased data visibility enabled examination of the top 20% of parts used by part, frequency of use, cost, and vendor. Negotiated modified contract terms to align with fair market costs, which reduced the cost of parts by 5% for the majority of client services. Through a series of intricate queries, exposed and recovered $950K in past due fees in 28 days to keep revenue on the current year’s books.

Automated recurring reports with artful SQL queries driving SSRS reports. Supported Finance and Tax Department routine and ad-hoc queries. Also automated the Operations KPI Dashboard, improving customer service levels by 15%.

Established new license renewal processes for 1,250 vendors to ensure timely license compliance by vendor and individual vendor employee, resulting in nearly 0% non-compliance, demonstrating entrepreneurial thinking and focus on net revenue. Set up and maintained customer database with automated assurances that services were compliant with contract agreement.

Developed a compliance module in MS Dynamics AX 2012 to replace a more basic Excel and SharePoint process. The module tracked and reported on licenses expiring within 3 months. Monitored Professional Engineering Certifications for company engineers to confirm valid Engineering Certifications for CAD drawings in all 50 states.

Realized a 15% increase in service level for all compliance solutions and inspections for 2 of 4 company divisions surging from 57% to 72% through reporting actual performance metrics compared to customer contracted metrics.

Created Stewardship Reports for Sales to show service level metrics, highlight customer repair decisions, and help control spend by modifying the reactionary repair request process. For one large client, reduced total spend from $8.2M to $7.6M in the first cycle and to $7.2M in the second cycle.

On-boarded the company’s largest inspection and repair contract of $8.2M, while exceeding 96% service level expectations. Managed a separate national portfolio of 8 companies worth > $7M, while meeting customer’s service level requirements. ADDITIONAL EXPERIENCE 2002 – 2007

MANAGED ACCOUNTS, OPERATIONS, AND THE PM SHIFT AT DELIVERY SERVICE PROVIDERS IN 3 AZ CITIES Increased delivery service level by >15% while reducing delivery operation costs by 8%. Managed the pharmaceutical delivery team for McKesson Pharmaceutical in AZ. Increased efficiencies in transportation to achieve 15% workforce reduction while increasing customer service levels by 10%.

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