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Customer Service Manager

Lewiston, Maine, United States
August 20, 2018

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Michael T. Barnies

** ***** **. ********, ** ****0

Phone: 207-***-****


20+ yrs Seasoned Operations Manager

Summary of Qualifications

Highly qualified and well-developed Operations Leader with adept employee training and development. Recommending solutions to improve processes, and implementing effective Lean training programs to streamline personnel productivity while delivering excellent customer service. Experience in the hiring, scheduling, performance management and change management process. Currently seeking a position in Management, bringing 20+ years of related experience and key strengths as follows:


Performance Management

Employee Development

Communication and reporting

Customer Service/Guest Relations Excellence

Follow Up

Executing/Monitoring Goals

Change Management

Employee Relations

Budgeting / P&L

Safety/Risk Management

Professional Profile

Minuteman Security Technologies Inc. Operations Manager 2017 – 2018

Supervised: office and technicians, customer relations, warehouse inventory efficiency and service technician schedule/availability.

Coordinated schedules and assignments of employees and quality and workmanship ensuring customer service delivered in a timely fashion to exceed customer satisfaction.

Received the best in class for customer service scores in 12-month period survey.

Determined staffing needs: interviewed, hiring, performance management and handles complaints, conflicts, coaching and mentoring.

Initiated and monitored all service requests in order of priority through the system until completed.

Improved processes in support of company goals to increase productivity and efficiency. Achieved increased profitability of the branch by 5% in a 12-month period through automation processes.

Influenced (4) new external relationships in becoming new customers resulting in over $250k in new business.

Monitored adherence to rules, regulations and procedures to ensure complete customer satisfaction.

Central Maine Medical Center (CMMC) Regional Support Service Director 1987 – 2017

Directed operations for Environmental Services, Security, Linen, Food and Nutrition, Switchboard, Safety Reps and the Mail Center of a 250 bed, 635,302 sq. ft. hospital, and 175 employees.

Manager that developed and implemented a partnership with national support services provider for food and nutrition services. Provided change management planning for 50+ employees through the development and executing transitional plan that encompassed robust communication effort.

Consistently achieved and exceeded budget targets, P&L responsibility of $15M.

Spearheaded/Analyzed staff development and training/mentoring programs for advancement levels of various positions within the organization.

Collaborated with materials management to implement use of system-wide products, streamlined CMH’s courier partnership with end users of service, which achieved a budget reduction of $10k.

Steered the CMMC Mail Centers through a consolidation of all mailrooms into the CMH Mail Center with stakeholder’s engagement and a reduction of $40k in annual savings.

Implemented a Single Stream Recycling Center, with employee engagement throughout the hospital, removing 20-25 tons of recyclable waste per year.

Administered and Managed Bi-monthly Safety Educational workgroups for all Supervisors and Safety Representative.

Engaged employees in departments with (Lean) Performance Improvement efficiency projects, collaborated and consolidated the medical center’s night Switchboard and Connect Department services resulting in a cost reduction of $60k in annual savings.

Cross Trained/Developed, and mentored support department employees to increase flexibility and skills resulting in financial savings.

Empowered employees to provide excellent customer service.

Education & Professional Development

FEMA 800, 700, 200, 100 2016

Central Maine Operating System (CMOS) Performance Improvement Certificate Training 2013

LEAN Manager’s Process Improvement Training Program 2008

Advisory Board Company – Performance Leadership Academy 2006

Androscoggin Leadership Development Institute 2005

Central Maine Community College – Business Management Studies

Accomplishments /Awards

2017- Received the best in class for customer service scores in 12-month period survey.

2016 - NRC (National Research Corporation) Picker score, obtained 75.7% scoring vs. the NCR National Avg. score of 72.4%, improved testing data overall scores from 90% previous year to 92%.

2016 - 1997 Steered CMMC Community Engagement: 69% percentage of Support Services Staff participation in: Heart Walk, March of Dimes, CMMC Spring Gala and the Dempsey Challenge.

2016 - 2012 Managed contracts for CSG (Cleaning Service Group) physician practice cleaning of $460,000 and successfully achieved budget targets; increased Food Service sales by $253,766 in 2016.

2015 - Established a quarterly Customer Service/Guest Relations Communications Workgroup for support services employees to share strengths and opportunities.

2014- During the Joint Commission Survey (JCAHO), received recognition in the closing meeting as Safety Officer for a robust Safety Rep Work Group Program.

2013 & 2011- Achieved Top CMMC Manager recognition from employees during the Advisory Board Employee Engagement Surveys, by listening attentively and ongoing sharing of communications with employees.

2011- Implemented the use of Adenosine Triphosphate Monitoring Systems (ATP Swab Testing) to align with the quality strategic goal in reducing HAI’s in the surgical areas.

2008 – 2017 Recognized as Top Individual Fundraiser for The Dempsey Challenges.

2008 – Current Provides Security Protective Services for Patrick Dempsey during The Dempsey Challenge.

2008 – 2016 Support Services Staff recognized for completing annual Customer Service training.

2000 - (Appointed) CMH Regional Support Services Director

Technical Skills: Train the Trainer Manager, Customer Service/Guest Relations Manager, Reporting, KRONOS WORKFORCE Time Keeping, Alscripts P&L Budgets, Action OI Benchmarking training


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