Customer Service Manager

Kenneth M. Nowak

**** * ********* ******* *******, IL 60631 847-***-**** *********@*****.***

Field Service Manager

PERFORMANCE MANAGEMENT TEAM LEADERSHIP RELATIONSHIP MANAGEMENT

Results-driven professional with demonstrated success leading a team of 30 providing onsite service and maintenance of

customer equipment. Dynamic leader with expertise establishing standard practices and implementing strategies that

maximize productivity, enhance performance, and ensure customer satisfaction. Strengths in team building, mentoring,

and staff development. Proven ability to motivate teams to achieve optimal performance and maintain high standards of

customer service.

Core Skills Include:

Customer Service/Satisfaction Strategic Planning Team Leadership/Oversight

Workflow Analysis Staff Scheduling Staff Training/Development Performance Objectives

Performance Improvements Performance Analytics/Metrics Budget Administration Coaching/Mentoring

Professional Experience

Jimmy John’s Chicago, IL 2005 to 2013

General Manager/Owner

Managed daily operations, profit and loss, and payroll at this fast food franchise location. Led staff in delivery of

outstanding customer service. Established objectives and trained staff in order placement, food preparation, bread baking,

sandwich preparation, order packing, and delivery. Developed customer relationships and generated business by

telemarketing for new catering orders. Controlled inventory and placed orders. Hired and trained new employees to meet

corporate standards for food preparation, speed, and accuracy.

• Built the business from $0 at startup to $400,000 in sales annually.

• Set high standards, articulated objectives, and personally trained each staff member to meet high standards and

ensure excellence in the delivery of customer service.

• Demonstrated strong leadership and consistently lead by example to build a strong team focused on providing

exceptional customer service.

Banctec Corporation Chicago, IL 1999 to 2005

District Operations Service Manager

Oversaw 30 customer service engineers responsible for onsite service and maintenance of check processing equipment

for banks in Chicago and the surrounding area. Administered an annual operating budget of $5 million and held

accountability for profit and loss. Established performance expectations, scheduled training, monitored performance, and

provided feedback through regular evaluations. Carefully controlled all overtime, standby coverage, travel expenses, and

inventory.

• Developed and maintained relationships with bank executives. Engaged in regular site visitations focused on

bank operations, preventative maintenance, and performance statistics.

Increased customer satisfaction from 70% to 90% by maintaining solid relationships with bank executives,

•

ensuring uptime, properly training machine operators, and proactively maintaining equipment.

KENNETH M. NOWAK 847-***-**** *********@*****.*** Page 2

Continued…

• Improved service department productivity by controlling parts inventory, providing the proper training, and

ensuring technicians had the proper tools and equipment.

• Met rigorous maintenance requirements ensuring processing equipment was at least 90% during peak hours.

W.H. Salisbury Mfg. Co. Chicago, IL 1993 to 1999

Regional Sales Manager

Directed rep organizations across 12 states and Puerto Rice, for a multi-million dollar electrical rubber protective

equipment manufacturing company that served power companies across the country.

• Increased sales by several million dollars within a two year period within the territory.

• Cultivated a key relationship in Puerto Rico and secured an ongoing order that totaled in excess of $3 million in

new revenue each year.

EDUCATION

Associates Degree

DeVry Institute of Technology, Chicago, IL

Contact this candidate