Customer Service Manager
Resume:
Nidia M. Colon
Email: ************@*****.***
Objective: Seeking a management position with an organization where I can
utilize my skills and experience to improve operations, increase
profitability, and enhance growth.
Experience:
Brickhouse Security
December 2010 - Current
New York, NY
Product Management
Responsibilities are product planning and execution throughout the product
lifecycle, including: gathering and prioritizing product and customer
requirements, defining the product vision, and working closely with
engineering, sales, marketing and support to ensure revenue and customer
satisfaction. The position entails of ensuring that the product supports
the company's overall strategy and goals.
. Product Life Cycle
. Product differentiation
. Product naming and branding
. Product positioning and outbound messaging
. Promoting the product externally with press, customers and partners
. Conducting customer feedback and enabling (pre-production, beta
software)
. Launching new products to market
. Monitoring the competition
Industrial Fire & Security Services
Concord, NC
August 2009 -August 2010
Operations Coordinator
. Customer Service Research
. Identifying and resolving customers Issues
. Contract Service/Installers Subcontractors
. Compliance, Building and Electrical Permits.
. Detailed Equipment Orders for Security and Fire system Installations.
. Approving all Monitoring Agreements as well as sign off on all
Installs.
. Technical Support on RPS, Compass, Bosch, Honeywell, DSC
. Maintain Established policies and procedures
Iverify Security
May 2008 - June 2010
Charlotte, NC
Prevention Specialist / Lead
. Management of local and remote video surveillance intrusion accounts
including audio and access controls systems.
. Systems used Video Central, Digiop, and Rapid Eye and Dedicated Micros
and RPS Radionics systems, immix, DVR viewer.
. Provide facility managers with video alarms verification information.
. Review video images of the alarms events and snapshots of alarms,
weekly reports via Mastermind.
. Provide technical support for In-field technicians
. Managing all Open/Closed service/install database
. Software Insight management tool.
. Daily Reports on commercial alarms, Cosmo comm Etc.
Smart Interactive Systems
Feb 2004 - April 2008
College Point, NY
Command Center Specialist/ Supervisor
. Operator Specialist - Burglar, Fire, Emergency
. Monitoring video surveillance intrusion
. System applications-Video Central, Adpro. Digiop, Rapid Eye & RPS
Radionics systems.
. 24hr Video verification
. Service Scheduling
. Technical support
. Convention Set-up
P & O Piers
June 2003-August 2004
Manhattan, NY
Catering Manger
. Responsible for 30-40 personnel to run a mini restaurant/stations
. Scheduling, train cashiers on codes and prices of items also health
codes.
. Responsible for the bank of all stations/ cashiers
. Hostess/Cashier/Waitress if needed.
ADT Security Systems
July 2000- April 2003
New York, NY
Signal Operator/Customer Service & Technical Support
. Monitored burglar, holdup/panics, fire alarms and temperature alarms.
. Processing incoming alarms signals via OIS
. Detecting Fire and troubles utilizing McCulloh Fire Tape System.
. Dispatching Police and fire Departments to customer sites.
. Notifying customers on alarm troubles
. Inputting service orders and guard requests into OIS and TS A & B
. Relief Supervisor
Laundry Express
May 1999-November 1999
Ridgewood, Queens
Office Manager
. Responsible for payroll and expenses
. Purchasing parts for maintenance of machines
. Coordinating and scheduling employee hours and work assignments
. Office duties, Filing. Faxing and switchboard
Education
Grover Cleveland HighSchool - High School Equivalency Diploma General
Studies GPA: 3.0
Skills: Experience in Windows 98 & XP, MS Word, MS Excel, PPT,
Mastermind A, Mastermind B, Stone Edge etc...
Languages: Bilingual
Alarm Registrant NC
References:
Coretta Meredith 704-***-**** Director IVERIFY
T.Wayne Smith 704-***-**** President Industrial Fire & Security
Jenny Ayala 347-***-**** Supervisor IVERIFY
Terry Baker 704-***-**** Central Station Manager Smart Interactive
Contact this candidate