Customer Service Manager

Joseph Wingate

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

Washington, DC **019

Phone: 202-***-****

*********@*****.***

To Whom It May Concern,

I hope my office skills and working knowledge are acceptable to what your

company is seeking in an employee. My excellent interpersonal, analytical,

oral, and written communication skills allows me to work effectively in a

fluid environment but capable of handling a variety of situations with

confidence while under pressure.

I have the experience to negotiate, recommend and implement improved

solutions to complex problems this enable me to be more proficient in my

decision making with the ability to met organizational objectives without

negative impact to outcome.

When we have the opportunity to meet, I can further elaborate on my work

experience, which I feel, would compliment your company's needs. I can be

reached at 202-***-**** and look forward to discussing a position with

your company.

Sincerely,

Joseph V. Wingate

Joseph V. Wingate

Washington, DC 20019

Phone: 202-***-****

Phone: 202-***-****

*********@*****.***

Career Objective: To secure a position in a company that will utilize my

leadership and negotiating skills in the Facilities Management and Support

Services area.

Software Applications: Microsoft Outlook, Adobe Acrobat, Word, Excel, WP

6.0, PowerPoint; XP Pro; Pro Scan and InDesign, Electronic file submission

and eCopy software

Typing speed: 45 wpm

Related Skills: Knowledgeable with Canon and Xerox C/ BW High volume

copiers and scanners, Postage Machines, Binding Machine, Batch printing and

Fed-Ex Power ship.

EMPLOYMENT

Company: Williams Lea: O'Melveny &

Myers Sept 2010 - Dec 2012

Position: Office Services Associate

. Responsible for providing a wide-range of office services functions to

support internal and external customers being detail oriented within a

Law Firm Environment.

. Conducted all aspects of mailroom, facilities support, and

reprographics' to a high degree of production. Including electronic

file conversion, scan documents to files and enhancement.

. Performed document specialist duties downloading emails in print queue,

reproducing in BW, Color print, binding, finishing work, light

maintenance of printers, copier and mailing equipment.

. Experienced handling high volume copiers, establishing and maintaining

quality controls to ensure work accuracy within a fast-paced

environment.

. Proven experience managing multiple, competing priorities and taking

initiative on big projects through customer service interactions.

. Responded too and coordinated all service calls in conjunction with

specific customer requests of various needs, which may include moving

of furniture, supply request and setup/breakdown of meeting spaces.

. Received packages from shipping and courier companies, record all

packages, timely distribution to customers throughout the Firm,

calls/email using Outlook to unavailable customers

. Accepted all outbound packages from internal customer using Pitney

Bowes automated mailing system, affix label, and make package available

to shipping to vendors.

. Sorted all USPS, FedEx, UPS mail, distribute mail or place in

appropriate mail boxes

. Coordinated with customers and vendors to track and/or find lost

packages

. Distributed office supplies, fax transmissions and mail to company

personnel and/or designated drop-off points as required.

. Presented exceptional customer service and support to staff by cross

training all mailroom and reprographics' operation personnel to ensure

all tasks are accomplished.

. Aptitude to communicate effectively with internal, external employees

and staff whether in person, by phone or e-mail using Outlook.

. Capability to work independently or within a team environment to

effectively work with all levels of staff and management.

. Performed other duties as requested while maintaining a clean and

professional work atmosphere.

. Experienced with Microsoft Office Programs.

EMPLOYMENT

Company: Montgomery College Nov 2009 -

May 2010

Position: Office Assistant

* Managed day-to-day operational mail and copy room functions working

independently exercising good judgment and people skills.

* Scheduled assign student workers duties to ensure accomplishment of

organizational objectives in a timely, efficient manner.

* Coordinated deliveries of accountable mail and other mail deliveries

between two campus

* Overseen daily mail sorting and preparations for pick-up by intercampus

mail couriers.

* Trained and evaluated student workers to enhance their performance and

development.

* Conducted multiple tasks simultaneously, while exhibiting a pleasant

business manner when interacting with students, faculty or staff.

* Ensure mail sent or received by USPS, UPS, FedEx, and DHL, delivered to

customers and email alert notification sent to inform of courier

delivery.

* Continually improve existing programs cost-effectively and efficiently

utilized all mail and copy room resources.

* Arranged maintenance on mailroom and copier equipment without office

disruptions to services

* Worked closely with Operations Manager and other Department Managers to

help ensure problems concerning projects where addressed in an

appropriate manner.

* Responsible for enforcing institutional policies and procedures in

manage the College mail and deliveries.

* Excellent communication skills both verbal and written with computer

proficient in MS environment.

EMPLOYMENT

Company: Trinity Washington

University Sept 2007 - Sept 2008

Position: Mailroom/Copy Center Manager

* Managed the day-to-day mail and printing operations in a fast-paced

environment.

* Proven leadership skills and the ability to work with departmental

personnel on various levels,

* Ability to work independently exercising good judgment and people

skills

* Always maintained a positive working relationship with all department

employees by communicating in a professional manner.

* Completed monthly reports and other paperwork on time and accurately.

* Maintained efficient workflow by holding direct reports accountable for

quality and efficiency of their work.

* Trained and evaluated employees to enhance their performance and

development.

* Achieved shift profitability in the area of cost of goods by

effectively supervising the shift in the use of company materials and

supplies.

* Ensured achievements of department Audits and operations deadline where

met without fail.

* Ensure mail sent or received by USPS, UPS, FedEx, DHL, where scanned

into the Neotrack or Neopost system.

* Efficient in mail distribution, utilizing Neopost mailing machines and

Symbol scanners to confirm chain of custody.

* Operated reprographic walk-up and print-on-demand environment using

Canon's high-volume digital copier

* Interacted and communicated with HR department to facilitated

resolution of issues concerning pricing, orders-in and invoicing.

* Responsible for student ID processing, order office supplies; procure

Po's; approve printed materials from outside printers achieve savings

* Arranged wire money transfers of postal fund accounts; maintain postage

meters to ensure that they are up and operational

EMPLOYMENT

Company: Cavalier Management Services Nov 2006 - Sept

2007

Position: Concierge/Security

* Provided stellar customer service to tenants, prospective tenants and

visitor needs makes everyone feel important and it matters to me to

serve the customers well.

* Respond promptly to all phone calls and greet everyone entering

building in a friendly, professional manner

* Coordinate all requests with thorough and accurate information or take

initiative; use all informational tools at your disposal to provide

follow-up and thorough answers.

* Monitored building alarms, surveillance and network systems according

to established procedures.

* Follow security and emergency procedures, respond to emergencies calmly

and efficiently, and use good judgment to summon assistance when

needed.

* Maintain accurate records of service requests, packages and deliveries,

and be able to track their status.

* Demonstrated organizational and leadership experience with strong

interpersonal skills with the ability to build lasting relationships

with clients.

* Exhibited excellent oral, written and interpersonal communications

skills with staff and visitors,

* Always representing whether in person or over the telephone a courteous

and professional manner.

* Performed security inspections and reported criminal acts on

individuals, property losses or damages.

* Aptitude to remain calm in difficult, dangerous, or emergency

situations while exercising good judgment.

* Recorded incident reports on all suspicious or criminal activities and

notify appropriate personnel when appropriate.

* Ability to work in a team environment and to undertake on long and

solitary shift work without the company of other people

* Performed additional duties ensuring concerns and needs of clients are

met whenever on duty

EMPLOYMENT

Company: United Parcel Service (UPS) Nov 2003-

Jan 2006

Position: Driver

* Ensured all overnight and ground materials delivery in a timely manner.

* Maintained confidentiality with sensitive information; produced highest

quality work in a deadline-driven environment with minimal direction.

* Loaded and unloaded incoming and outgoing overnight mail and ground

freight for delivery and customer pick-up.

* Authenticated shipping manifest's clarity, ensuring date of delivery,

vendor name, and tracking numbers preventing mistakes

* Worked closely with external clients and internal personnel to make

certain deliverables are on time.

* Ensured incoming an outgoing deliveries accurately entered into Diad

computer system for processing and tracking.

EMPLOYMENT

Company:

FannieMae Jan 2000 - Feb 2002

Position: Sr. Receiving & Supply Tech

* Worked independently using sound judgment to resolve problems and

issues.

* Performed all functions of shipping and receiving to complete assigned

tasks.

* Maintain company supply of publications to prevent unexpected inventory

depletion.

* Prepared shipping and receiving department's inventory reports on a

monthly basis.

* Coordinated FannieMae buyers and vendors telephone conferencing.

* Monitored accuracy of warehouse inventory of company publications

online

* Experience using forklift and/or pallet jacks to loaded and unloaded

incoming materials.

* Utilized Electronic Supply Room (ESR) for proper processing of supply

orders.

EMPLOYMENT

Company:

FannieMae April 1997 - Jan 1999

Position: Sr. Lead Specialist (Outgoing Mail)

Fannie Mae

* Supervised and directed 25 or more employees and contractors in a multi-

faceted mail processing operation each day.

* Ensured internal and external mail processing and delivery times

compliance, while balancing the day-to-day objectives as defined by

contract.

* Excellent ability to communicate in writing and orally with executive

management and cross-functional peers from various departments

* Regularly Interface with clients and upper level management on matters

concerning functional areas of responsibility.

* Created training guidelines and procedural documentation, provided

training on workflow and machine operations when necessary.

* Ensured quality and deadline standards were surpass with effective use

of job scheduling practices.

* Coordinated planned and unplanned leave to minimize disruption to

services

* Implemented procedures and trained subordinates on operational

processes to achieve specific goals and objectives.

* Prepared production times and budget reports monitor inefficiency in

mail operations.

* Performed reg. employees, contractors and performance appraisals,

recommend disciplinary actions, and termination when necessary.

* Ensured all outgoing and incoming accountable mail is properly

prepared, dispatched, using Pitney Bowes Arrival and Symbol scanners.

* Supervise outgoing and incoming mail using Pitney Bowes Arrival and

Paragon mail processing machines.

* Replenished funds for input into the RMRS Automated System Account and

prepare monthly reports on allocation of expenses.

EMPLOYMENT

Company: Charles E. Simmon May1994 -

April1997

Position: Office Manager

. Managed, and control the day-to day activities of a team that provides

operational support for interior and exterior of office and its

responsibilities.

. Directed multiple functions simultaneously facilities management,

reception, hospitality, and mailroom and copy management.

. Liaison to Director regarding contractor bids, resolved disputes,

problem resolutions and evaluation of contractor work.

. Computer proficient in MS environments, excellent communication skills

both verbal and written

. Operated a team environment or individually with competency to perform

multi functional objectives.

. Planed all aspects of office reassignment; assure competitive pricing

for contract work.

. Experience developing, implementing Quality Assurance and/or Quality

Control (QA/QC) procedures on operation.

. Maintained sufficient coverage while maintaining overtime costs,

absenteeism and turnover to assure company needs are archived.

. Continually improve existing programs cost-effectiveness and efficient

utilization of resources.

. Excellent vendor relationships, maintains budget; ensure delivery of

services.

. Arranged maintenance on mailroom and copier equipment without office

disruptions

. Addressed employees' performance issues and made recommendations for

personnel actions to Human Resources and Director

EMPLOYMENT

Company: McKinsey&Company Sept 1993 - May

1994

Position: Office Manager

. Managed the day-to-day operations of office interior and support

services staff with assurance organizational functions are completed

in a timely and efficient manner.

. Synchronized support personnel in hospitality, ticket office,

catering, mailroom distribution, copy center and central filing

departments.

. Ensured payroll accuracy by overseeing and correcting all direct

reports time clock punches.

. Handled current and formal contact with the customer on a daily basis

in MS

. Researched all vendor contracts for office automation, copy paper and

mail room supplies to reduce company's costs.

. Gathered productivity reports maintaining accurate data for submission

to Director.

. Assisted Director with negotiation of vendor contracts, managing

building maintenance and staff.

. Monitored productivity of administrative staff and implement

improvements in support operations, eliminate waste and accomplish

savings.

. Composed annual performance evaluations of support and administrative

employees

. Coordinated planned and unplanned leave of staff to minimize

disruption of services ensure adequate staff availability for

administrative function.

. Maintained good communication with building maintenance contractors to

ensure repairs are carried out cost effectively.

. Assisted with the creation of floor plans, determined construction

specifications, managed budgets and ensured adherence to budget

guidelines and objectives.

. Project manager on critical building renovations and ensured the

completion of construction projects within expectations and cost

. Planned and executed major company relocation projects keeping service-

orient functions obtainable and completed within budget levels.

. Maintained AT&T Phone and Audix Voice Mail system.

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