Manager Customer Service
Resume:
Paul C. Walsh
***** **** **** ** ******: 704-***-****
Charlotte, NC 28269 ****.*******@*****.***
Diverse Professional Coach/Mentor/Educator/Manager
A leader of strong character and high integrity with demonstrated strengths that include:
Mentoring
Employee Training
Problem Solving
Coaching
Process Development
Cost Analysis
Planning/Executing
Customer Service
Business Plans
Work History
Teacher, Athletic Director / Mecklenburg Area Catholic Schools September 2016 - Present
Charlotte, NC
Accountable for the Physical Education of grades Pre-Kindergarten through 8th at Our Lady of the Assumption Catholic School. Providing a religious and academic program that allows each student to develop
spiritually, intellectually, emotionally, physically and socially, so that each is prepared to live
and serve in a changing society as a self-respecting citizen.
Plan, prepare and deliver instructional activities that facilitate active learning experiences. Develop schemes of work and lesson plans. Establish and communicate clear objectives for all learning activities. Prepare classroom for class activities.
Created school specific Athletic Award program (Phoenix Fitness Award) for each grade to monitor, measure, and recognize outstanding student effort and ability based on the federal physical fitness program standards.
Managed creation of athletics program, re-introduced team sports, created skill development program to generate interest amongst younger grade not eligible for team competition, recruited and mentored coaching staff, and supported community athletic programming by managing facility use.
Field Agent / Knights of Columbus November 2015 – June 2016
Charlotte, NC
Prospecting, advertising and targeting sales to meet members’ insurance needs.
Provided clients with investment education and options to deliver financial, income and retirement protection.
Scheduled appointments, maintained client records and contact in a timely fashion.
Completed education and licensing requirements in less than half the period usually taken.
Technical Operations Manager / SnapAV DBA Wirepath LLC April 2013 – September 2015
Charlotte, NC
Managed day to day operations of a 24 technician technical support call center servicing installers of proprietary whole home integration products.
Worked with staff to create and implement a comprehensive training program that supported a 300% growth in staffing over 2 years.
Coached Technical Support Specialist in call quality, customer service and trouble shooting knowledge while delivering bi-weekly coaching, semiannual and annual reviews.
Mentored direct reports through the career development process and realized a 25% promotion rate within 2 years.
Contributed to and lead meetings with Operations Division to continuously improve process, communication, customer issues, product development, ensure proper employee product training, reviews of known systematic issues and customer escalations.
Paul C. Walsh
****.*******@*****.***
Page 2
Regional Operations Manager / DISH Network LLC September 2009 – March 2013
Charlotte, NC
Hired, trained, coached, mentored and supervised staff of 11 General Managers covering 31 offices in 5 states.
Responsible for the activities of 1,000+ technicians and support staff performing residential satellite system installations primarily through site inspections and facility audits.
Initiated roll out of new enterprise Communication solution for technician performance reporting.
Minimized damage and repair costs through careful management and preventative maintenance of fleet assets.
General Manager / DISH Network LLC June 2006 – September 2009
South Bend, IN
Responsible for the activities of 100+ technicians and support staff performing residential satellite system installations in Northern Indiana and Southwest Michigan
Oversaw recruitment, hiring, training and on-boarding of new Field Service Specialists
Mentored direct reports through weekly 1-on-1 meetings, career development plans, quarterly/annual reviews.
Focus on core metrics of Completion Percentage, Customer Satisfaction, Points Per Hour (productivity) and Cost that led to a National ranking of number 2 out of 163 offices nationwide.
Senior Collections Representative / General Revenue Corporation September 2005 – May 2006
Indianapolis, IN
Led a team of 12 collection specialists in the State’s first tax-amnesty program
Contributed to exceeding State’s $63 Million goal by 230%
Named Collections Supervisor of the Year
Vice President of Operations / Road Runner Inc. January 2001 – August 2005
South Bend, IN
Coordinated ongoing communications with clients and facility customers during the restructuring of company leadership brought on by death of the founder resulting in retaining the business of 98% of customer base.
Maintained staffing levels through planning, recruiting, interviewing, hiring and on-boarding.
Developed, implemented, and modified the first business plan of the company’s twenty-year history increasing productivity by 6% while reducing overall expenditures by 10%.
Education
Lateral Entry Alternative Program, (GPA 4.0) Belmont Abbey College, Belmont, NC May 2018
Bachelor of Arts and Sciences, English, Indiana University, Bloomington, IN August 1994
Associate of Arts and Sciences, English, Holy Cross College, Notre Dame, IN May 1991
Continuing Education and Awards
Delta Epsilon Sigma – National Catholic Scholastic Honor Society 2018
Fundamentals of Successful Project Management – SkillPath 2015
Controlling Chaos and Thriving Under Pressure – SkillPath 2015
Communicating with Tact, Diplomacy and Professionalism – SkillPath 2014
Excelling as a Manager or Supervisor – SkillPath 2014
Chairman’s Award Recipient - DISH Network 2010
Core Leadership in Managing Business (CLIMB) I and II - DISH Network 2009 – 2010
Collections Supervisor of the Year – GRC 2006
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