Customer Service Manager
Resume:
JAMES KNIGHT
Winthrop, MA ***52
**********@***.***
Areas of Strength & Expertise
Dispatch Operations Mgmt Transportation Mgmt Business Development
Customer Service Personnel Management Resource Mgmt
Organizational Skills Client Relations Process
Implementation
Professional Experience
LTI Worldwide, Everett, MA 2011 to Present
Dispatch Operations
High-volume Dispatcher and manager of up to 70 limousine chauffeurs per shift and
20 trips per hour
Set up and assign next day's first 10 hours of trips with emphasis on efficiency
First line of customer service and MOD during shift. Responsible for directing
dispatch and reservation staff during shift, providing instruction and helping
staff and chauffeurs maintain focus and managing work demands
Expert on Limomagic DOS-based dispatch software
PlanetTran, Everett, MA 2010 -
2011
Operations Manager
Manager of chauffeur, dispatch and fleet operations for the nation's first public
livery service to utilize fuel- efficient hybrid vehicles exclusively.
Implemented best practices for new hire orientation and standardized training
process chauffeurs and dispatchers
Expert on Planettran proprietary Windows-based dispatch software
LTI Worldwide, Everett, MA 2009 - 2010
Chauffeur/Reservation Manager
. Responsible for successfully retaining the patronage of 5 accounts
that were in danger of transferring to the competition.
. Personnel Manager for 120 limousine chauffeurs and Operations Manager
for 10-agent call center for a world-wide limousine company.
. Introduced new controls for filing and tracking systems.
. Responsible for profit and loss, timeline management, and cost
control.
. Serve as liaison between General Manager, V.P. of Operations, V.P. of
Business Development and staff.
. Perform daily scheduling and logistics. Maintain a list of on call
and "ready" chauffeurs.
. Oversee new hires, terminations, new employee training.
Lojack, Inc., Westwood, MA
2007 to 2009
Field Service Dispatcher
. Dispatch and direct 40 field service technicians and vendors for the
installation, test, repair and removal of Lojack vehicle-recovery
units.
. Scheduled field service techs based upon skill sets and maximized
productivity using efficient routing, geography and available time
blocks.
. Responsible for the oversight of administrative functions such as
contract and proposal preparation and pricing of jobs to be dispatched
to field technicians.
. Maintained technician productivity logs, no-show logs, late starts and
daily and weekly payroll reporting.
. Interacted with customers, reservations and sales to maximize sales
and efficiency.
. Expert user of ViryaNet field service management and dispatching
software.
LTI Worldwide, Everett, MA 2004 to 2007
Dispatcher
. Dispatch and control of up to 50 limousines per-hour for fourth-
largest limousine company in Boston.
. Liase between management, clients and personnel.
. Maintained relationships with all vendors.
Tourco, Boston, MA
1999 to 2004
Operations Manager
. Managed administrative and customer service functions to include
client retention, personnel staffing and FIT and Group tour operation.
. Managed logistics and contracting with over 150 hotel, car rental,
transportation, attraction and airline companies.
Virgin Atlantic Airways, Boston, MA
1995 to 1999
Operations Manager for Virgin Holidays
. Managed all aspects of customer service, financial controls, personnel
staffing and direction for Boston office of British FIT and Group tour
operator.
Contact this candidate