Customer Service Manager

Richard F. Repec

Chula Vista, CA *****

Home: 619-***-****

Cell:619-***-****

******@***.***

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SUMMARY

Management experience with excellent attention to detail managing employee services, budgets, vendor relations, and team management functions as well as managing facilities and office operations. A proven track record in maintaining a high standard of excellence by utilizing experience in communication, organization, and customer service. Consistently recognized for excellent work as part of a team as well as a leader in every position that I have held.

EXPERIENCE

Feb. 2013 – July 2017

CSA Travel Insurance

Support Services/Facilities Manager

Manage the day to day operations of the department which entailed overseeing 6 staff members.

The department functions encompassed: shipping / receiving, mail supply requisition, reception, internal / external security, purchasing and vendor contracts.

Worked closely with accounting department for accounts payables with regards to new vendor contracts.

Was responsible for an annual budget of 1.5M.

Project management for office buildouts and space planning

Worked with IT department in coordination of their vendors (Tekworks, Prime Electric, and Maxim) responsible for office security; updating electronic files, monitoring, deleting and issuing new access badges for personnel and guests.

Maintenance of 41,000 sq.ft. of office space; utilizing vendors for carpeting, painting, electrical, data cabling, janitorial services, HVAC and furniture needs.

Worked with property management company regarding interior/exterior building issues.

Performed mid-year and year-end reviews for staff, as well as performed hiring of new personnel.

Worked closely with the VP of Operations as well as other office executives in coordination of general business practices.

Member of International Facilities Management Association (IFMA).

Feb. 2010-Feb. 2013

The Millennium Group Inc.

Site Manager

Manage all Facets in a warehouse setting of the Global Shipping and Receiving / mailroom department at Nokia.

Work in partnership with Cushman and Wakefield regarding facilities management.

Monthly reporting in support of company directives, overseeing office supplies and purchase orders.

Work with vendors relating to negotiating, customer service, deliveries and issues with domestic/overseas shipments.

Leadership Awards for Excellence 2011 and 2012

Sept. 2008 – Oct.2010

Paradise Valley Hospital

Volunteer, Human Resources, Health Information Services, and Transcription Departments.

File maintenance, generating new employee medical packets, and reconciliation of health benefits invoices, copying and updating medical visit records via database.

Jan. 2007 – July 2008

KPMG LLP

Office Manager

Function as the performance manager for all administrative assistants and operations personnel, which include establishing staffing requirements, hiring, goal setting, performance review activities, salary administration and merit/bonus programs.

Monitor operating budget, employee time sheets, expense review and variance reporting with cost containment as main goal.

Created and led cross-functional teams in building a strong esprit de corps, resulting in better collaboration between departments.

Responsible for new hire and summer intern orientations and I-9 verification.

Worked in conjunction with HR manager regarding employee performance improvement plans.

Member of the Strategic Initiative Team, focused on continued training for administrative assistants.

Encore Award for going beyond to assist in San Diego office Monitor review 2008.

Nov. 1998 – Jan. 2007

Xerox Services

Account Coordinator / Customer First Administrator

Implemented cost saving measures, analyzing personnel staffing, forecasting production requests; resulting in a decrease in out-sourcing of requests from 19.0% to 1.50%.

Lead support team in training of new staff in production of copying, faxing, mailroom and facilities procedures at client site; resulting in improved customer / staff satisfaction.

Conducted new employee orientation.

Provided consultations and expertise to client Administrators during their office relocations for equipment and supplies.

Assisted with acquisition of new accounts, coordinated space planning, managed account setup, and trained staff.

Interacted and collaborated with upper level management and sales teams of Xerox to ensure customer satisfaction, loyalty, and retention.

Project Management of database for Customer Satisfaction Measurement Survey, and initiated action plan when necessary, which resulted in Outstanding Performance awards 1999, 2001 and 2004 Xerox Overall Volume Growth Award 2000.

EDUCATION

1983-1988

Northeastern Illinois University, Chicago, IL.

B.A. Business Administration

2010

San Diego State University

Project Management Certification Program

COMPUTER SKILLS

Word, Outlook, Excel, PowerPoint

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