Customer Service Manager

Thomas LaBrie

*** ****** ** ******* *******, SC *9316 704-***-**** ********@*****.***

Objective

Obtain a management position allowing for parlay of demonstrated organization, customer service, communication,

and project management skills proven by 10 years of successful, profitable employment.

Profile

Motivated, personable business professional with a college degree in IT and a successful 10 year track record of

technical and customer service. Talent for quickly mastering of new challenges – completed RVIA/RVDA training

and successful training of SYSTEMS 2000 program. Diplomatic and tactful with professionals and non

professionals at all levels. Accustomed to handling sensitive, confidential records. Demonstrated history of

producing accurate, timely reports meeting stringent guidelines as well as producing profits.

Flexible and versatile – able to maintain a sense of humor under pressure. Poised and competent with demonstrated

ability to easily transcend cultural differences. Thrive in deadline driven environments. Excellent team building

skills.

Skills Summary

1. Service Management 5. A.S in Computer 8. Extended and factory

2. Report Preparation Systems Technology warranty knowledge

3. Written Correspondence 6. Scheduling 9. Phone Communication

4. General Office Skills 7. Customer 10. General Personnel Skills

Satisfaction

Professional Experience

Communication: Reports/Presentations/TECHNOLOGY

1. Prepare reports for upper management, warranty and extended warranty companies, ensuring full

compliance with requirements and tight deadlines.

2. Present ideas of promotion and advertising to help promote business and profitability.

3. Author professional correspondence to customers, vendors and technicians.

4. Communicate service terms to customers using layman’s terms to facilitate understanding.

5. Rapidly learn and master varied computer programs; IDS, System 2000 as well as MS Office.

Customer Service/Marketing/Problem Solving

1. Oversee service and parts operations and provide impeccable customer service:

o Built a clientele supported by word of mouth

o Part of business voted #1 in customer service

2. Develop and implement strategic marketing plan for business

Create special promotions, write/design print outdoor advertising

Was able to successfully build and make profitable a service/parts center in a down economy:

o Maintained a parts inventory of 60k plus to meet customers needs

o Increased service margins by 15% year over year by upselling often skipped preventative

maintenances, creating team atmosphere and incentivizing team production

DETAIL MASTERY & Organization

1. Manage all aspects of day to day operations as parts and service manager:

o Facility maintenance and cleanliness.

o Customer scheduling for busy shop.

o Finances: accounts payable/receivable, invoicing, insurance billing.

Thomas LaBrie

Supervision of parts associates and service technicians.

o

Compliance with all OSHA, DMV and insurance requirements.

o

Employment History

CAMPING WORLD OF ASHEVILLE – HENDERSONVILLE, NC

Service/Parts Manager; Feburary, 2012 – October, 2013

BILL PLEMMONS RV WORLD – SALISBURY, NC

Service/Parts Manager; July, 2009 – Feburary, 2012

TOM JOHNSON CAMPING CENTER – CONCORD, NC

Service Advisor/Service Technician, May, 2006 – July, 2009

MYERS RV CENTER/CAMPING WORLD – EAST SYRACUSE, NY

Service Technician – April, 2005 – May, 2006

LABRIE’S MH & RV REPAIR LEHIGH ACRES, FL

Mobile Service Technician/Office Manager – August, 2003 – April, 2005

Education

RVIA/RVDA CERTIFICATION COURSE – Decatur, IN

RVIA/RVDA CERTIFIED TECHNICIAN ACHIEVED, 2008

SUNY MORRISVILLE – Morrisville, NY

Associate’s Degree in Applied Science of Computer Systems, 2003

APW HIGH SCHOOL – Parish, NY

Regent’s High School Diploma with Major in Bussiness, 2001

816 Gorham Dr. Boiling Springs, SC 29316 704-***-**** ********@*****.***

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