Customer Service Manager

Thomas ClarksonEditDelete

** ****** ***, ********, ** 01835

Home: 978-***-**** ************@*****.***

Summary

Performance oriented and results driven Manager with 12 years of customer

service and management experience profoundly impacting productivity,

optimizing workflow, building alliances, exceeding objectives,

strengthening communication and ensuring world class service

Skills

Operations Management - HR Administration -

Regulatory & Safety Compliance

- Process Improvement - Client Relations -

Customer Service - Quality Assurance - Communications -

Problem Resolution - Employee Relations -

Risk Management - Inventory Control

Experience

International RAM, Manchester Airport, NH 2009 to present

Station Manager

? Increased customer compliments by 30%

? Plans and manages day to day staffing requirements for 21 employees

while increasing operating efficiency and reducing costs

? Delegates work duties and reviews performance data to measure

productivity, goal progress and activity levels

? Recruits, coaches and trains new hires while setting goals and

objectives for Supervisors and staff

? Organizes and directs employee meetings as well as facilitates the

preparation and analysis of reports

Unifirst, Wilmington MA 2007 to 2008

Budget Analyst

? Created and maintained monthly budget reports in Excel designed to

effectively and efficiently accomplish company's mission

? Prepared project audits to assess job profitability and trends or

opportunities in support of annual budgeting

? Compiled and analyzed accounting records and other data to determine

the financial resources required to implement projects and programs

? Performed general office activities such as report distribution and

file maintenance

Sodexho, Merrimack College, North Andover MA 2005 to 2007

Receiver

? Received and organized all supplies and maintained regular inventory

counts while keeping a record of all stored goods

? Reorganized, sorted and stored all received goods and supplies for

college kitchen and cafeteria

? Performed weekly inventory and quality checks while managing stock and

rotating product

Comcast, Chelmsford MA 1998 to 2005

Call Center Analyst

? Awarded PACE award - People Achieving Comcast Excellence

? Oversaw and directed Call Center activities in a virtual environment

maintaining service levels above 90%

? Performed root cause analysis and managed projects in support of

optimal customer experience and reducing call times

? Developed Pivot Tables in Excel and Access for comparative analysis and

operational reporting

? Focused on revenue generating or cost saving projects and those that

resulted in greater call center efficiency

? Communicated information in a concise real time manor to all levels of

management and staff regarding call center activities

Education

Northern Essex Community

College

2014

Haverhill MA

Associate of Arts: Business Management

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