Manager Customer Service

ITALIA (IDA) DURLING

* ******** *****

Jarvis, Ontario N0A 1J0

Home: 519-***-**** Cell: 905-***-****

Email: ******@******.***

OBJECTIVE

A management position encompassing managerial duties of Performance, Discipline, Career Developments, Directing, Supervising, Managing and Planning in an organization with local or international capacity.

SUMMARY OF QUALIFICATIONS

More than 20 years of progressive experience in:

*Highly skilled and accountable for maintaining superior customer service communication, both internal and

external, with satisfaction and professionalism

*Manage, supervise, dispatch and schedule work directions to Administrators, Shop & Field Technicians (6-25

technicians + Office Staff)

*Advises and recommends changes/improvements required in departments for maximum efficiency and accuracy

*High calibre for safety and profitable operation as it relates to the repair and maintenance of product equipment

*Coach, train, supervise, develop and motivate teams towards high individual performance

*Implementing and developing policy and procedures, strategic planning and performance metrics

*Controlling WIP (Work in Progress) Reports, PIP (Performance Improvement Program) Reports, budgets,

forecasting, profit and loss

*Experiences in executive administrative duties for CEO & Managers and Office Management

*Organizing projects, operational teams and implementation of schedules and dispatching

*Experience with 5S Health & Safety Program, Heath & Safety Committee Member

*Skilled in AR/AP, invoices, expenditures, payroll, purchase orders

*Leading and developing teams built to achieve productivity, performance, quality, and cost objectives

WORK HISTORY

SHOP SERVICE SUPERVISOR

Nortrax Canada Inc – A John Deere Company Current

LONDON AREA SERVICE MANAGER 4 months

R&W Crane & Hoist Ltd

SERVICE MANAGER – CRANE DIVISION 2 years

Richards Wilcox Custom System Cranes & Wilcox Doors

PREVENTIVE MAINTENANCE INSPECTION MANAGERNES 4.5 years

Zelus Material Handling

SALES, SERVICE SUPERVISOR & OFFICE MANAGER 11 years (Full/Part-Time)

Globex Inspection Services Inc.

SERVICE SUPERVISOR / SERVICE MANAGER 4 years

Kaverit Cranes & Service (formerly Overhead Cranes Ltd.)

CUSTOMER SERVICE MANAGER 2 years

RPR Environmental Inc

SERVICE COORDINATOR & ONTARIO DISTRICT MAINTENANCE PLANNER 4.5 years

Konecranes Canada Inc.

LICENSED REAL ESTATE AGENT 8 years

Re/Max Del Mar Realty & HomeLife Realty Inc.

SENIOR EXECUTIVE ASSISTANT TO THE PLANT MANAGER, VP AND GM 8 years

PRODUCTION ANALYST

Allan Candy Limited

EDUCATION/ADVANCE TRAINING

Real Estate as a Professional Career and Laboratory Technician – Mohawk College of Applied Arts & Technology

Ontario. Management Development Program - Cambrian College

SKILLS

Microsoft Outlook & Office, Windows Vista & XP; ACCPAC; J.D. Edwards; AS400 Application; Maximizer Version 5.0 & 7.0; PowerPoint, Excel and Word; Photocopier and Fax; Transportation of Dangerous Goods Clear Language (Expired); basic QuickBooks, Sales Force, Languages Spoken-Fluent in Italian (read, write), basic Spanish.

CERTIFICATION

Certificate of Basic Crane Technology Program; Certificate of Overhead Crane Inspection Course (3 days); WHMIS Certificate; Certificate of Continuing Education for Knock-Your-Socks-Off Customer Service Course; Certificate of Attendance of Dealing Effectively with Unacceptable Employee Behaviour; Certificate of Electrical Safety in the Workplace; Red Cross First Aid Course & CPR; Completed Supervisor Course - Communications (Cambrian College-online); Completed Supervisor Course - Human Relations (Cambrian College-online); Completed Supervisor Course - Management for Results (Mohawk College-class); Completed Supervisor Course – Dealing with Difficult People (Mohawk College-class); Continuous monthly courses through John Deere University

References Available Upon Request

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