Customer Service Manager
Resume:
Traci C. Higgins
*** ******* ******, **********, ** 35242
*****.*******@***.***
Career Objective:
To utilize my extensive administrative skills and work experience to
further the growth and development of my career as well as the company and
broaden my knowledge and proficiency in development of modern business and
systems implementation, from the planning to completion.
Employment Experience:
TruGreen LandCare: Branch Operations Manager (March 2013-March 2014)
Responsibilities:
o Oversight of Branch Customer Base
. Quality Assurance to Include Monthly/Weekly Audits of all projects
. Site Designs/Property Enhancement Opportunities
. Relationship building with current clientele to ensure growth
within the community/company
. Clientele Retention
o Daily Branch Operations (Field Personnel)
. Scheduling/Routing
. Safety (OSHA Standards)
o On-site training/SOP Adherence /Tool Box Talks
o Fleet Management
. Vehicle and Equipment
. Preventative Maintenance Program
o DVIR Program and AM/PM Check In-Out Process
. Major Repairs
o Cost vs. Replacement Analysis
o Budgets vs. Forecasts vs. Actuals
. Direct/Indirect Expenditures
. Direct/Variable Labor
o Weekly/Monthly/Quarterly review of labor cost and reallocations,
as needed, based on current revenue forecast
. Fuel Expense
o Forecast based on current trending
o Weekly Adjustments based on current/future foreseeable expenses
. Risk Management
o Owners Financial Stability
o Risk vs. Reward
o Payment Terms: Draw Schedule and Retainage; Up Front
Expenses; Sub-Contractor Payments;
o General overheads: Materials/Labor/Fuel
o Bonding Requirements
o Time Table for Project Completion
o Percentage Performed
o Self Performed
* Equipment Requirements
* Personnel Requirements
o Sub Contracting
TruGreen LandCare: Regional Administrative Analyst Manager (May 2004-March
2013)
Responsibilities:
o Oversight of all Administrative Functions throughout ten Branches in
the Southeast
. Weekly/Monthly/Quarterly Report Management
o Financials
o Review of 10 branch P&L throughout 3 days prior to month end
and 3 days after to ensure all revenue and costs have been
captured
o Safety
o Work directly with Corporate Safety Director to ensure
compliance in all branches with reporting and closure of
incidents/accidents
. Monthly Branch Audits
o Data collection and review
o Keystrokes vs. metrics
o Actuals vs. forecasts on reports
o Payroll entries vs. time sheets
o Identification of reports with cost and no revenue and
revenue and no cost to insure proper coding of purchases and
time entry
. Pilot Programs for New Administrative Consolidation /
Centralization
o Collected data from branches throughout the country to determine
branch needs
o Establish consolidated models for new administrative staff to
follow
o Write new policies and procedures for administrative functions
. Roll out, implementation and training procedures
o Daily reviews to ensure project success
TruGreen LandCare: Branch Administrator (August 2000-May 2004)
Responsibilities:
o Oversight of Branch Administration and Supervision of Administrative
Staff
. Accounts Payable
. Collections/Accounts Receivables
. Billing/Invoicing
. Customer Service
. Payroll
. Branch Safety Coordinator
The Nature Conservancy: Director of Operations (September 1994-June 2000)
Responsibilities:
o Provide executive-level administrative support to the Alabama Field
Office Staff and serve as liaison to the Board of Trustees
o Maintain office policies and procedures (developed internal policies
and procedures manual that was adopted throughout the nation)
including but not limited to supply procurement, donor management,
fundraising efforts, volunteer coordination, computer services
o Supervise one full-time employee and assist Land Protection and
Stewardship Team with conservation efforts with the State appointed
Alabama Natural Heritage Program
Bevill State Community College: Data Entry Clerk (August 1992-September
1994)
Responsibilities:
o Provide executive-level administrative support to the Management
Information Systems and Business Office Management Teams
o Assist with development and maintenance of quarterly ACHE (Alabama
Commission on Higher Education) and SAAC's (Southern Association of
Accredited Colleges) report
o Supervision of other work study students and serve as liaison with the
other departments
Education
o Dora High School: Advanced Academics
o Bevill State Community College: Business Administration
o UAB: Business Administration
Honors and Achievements
o Education:
. Phi Theta Kappa, Dean's List, President's List, Summa Cum Laude,
Professional Business Women's Association Scholarship
o Work:
. Office Supervisor of the Year, Region Impact Award, TruPotential
Award Winner
o Professional Growth:
. Zenger Miller Training, Franklin Covey Time Management, 2.5 years
Spanish Language (conversational)
Special Skills:
o Systems
. JDEdwards
. Citrix
. AS400
. MSOffice
. Crystal Reports
o Administrative
. Payroll Procedures:
o Keying and balancing daily labor reports, weekly download,
prevailing wage verifications, certified payroll confirmations, E-
Verification
. Accounts Payable:
o Creating, Receiving, Processing, and Approving Purchase Orders
o Reallocation costs to the appropriate job
. Billing/Invoicing:
o Complete set up of new Contract sales and renewals, using contract
and pricing schedules to confirm billing
o Review and processing of daily/monthly billing
. Collections/Accounts Receivables:
o Maintaining over Sixty at less than four percent (4%)
o Outstanding revenue collection of one hundred and ten percent
(110%) of previous months billing
o Account reconciliations to include services rendered collections
and legal actions for non-payment
o Maintaining a thirty two day Sales Outstanding
. Customer Service Manager:
o Liaison between Branch Personnel and Corporate Staff
o Field Representatives and Customers
o Vendors and Branch Members
o Multi-line phone control
o Financial Knowledge
. Profit/Loss
o Budget vs. Forecasting vs. Actual
. Review of Pipeline (proposals), Budgeted Allocations and Actual
Performance
o Labor Management
o Plants and Materials Cost Management
o Allow and exceed budgeted indirect costs in overall branch
P&L performance
o Analysis
. Data collection, review, comparison, presentation
. Reporting review, balancing, correction and implementation of new
processes from analysis results
. Utilizing knowledge of systems and extensive customer relations skills
to identify cost savings, new processes, implementation, training and
continuous follow up on project success
References:
1. Ed Bates
Finance, Operations and Sales Executive
2. Kimberly Jenkins
Director of Administrative Management
3. Patrick Finnerty
Branch Operations Manager
4. Carter Manuel
Business Manager / Property Manager
5. Tom Erwin
Senior Account Executive
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