Customer Service Manager

Wendell Lee Simmons

*** ********** ** **, *********, AL 35640

{Hone} 256-***-**** {Cell} 256-***-**** {e-mail}*******@*********.***

Objective

A position where supervisory skills, training, and hands on experience with

service repair will be utilized and will be an asset to the company that

will contribute to a long term future and advancement in my career.

Experiences

Hands on experience and training in HVAC, refrigeration, and appliance

troubleshooting, repair and maintenance.

Skilled in all aspects of home maintenance and repair of multi and single

family housing.

Experience in direct customer service, purchasing and order expediting, and

negotiating with vendors and contract laborers, organize all aspects of

service repair and management including general accounting and invoicing.

Skilled in hiring, developing training, supervising, and motivating

technicians and maintenance staff.

Experience with new construction and renovation of multi and single family

housing from startup to completion.

Proficient in Microsoft applications such as word, excel, and PowerPoint.

Employment History:

A&E Factory Service: Feb 2014-Present

Title and Duties: District Field Operations Manager

. Review customer metric data and develops plan to improve satisfaction

levels

. Utilize workforce planning process to develop staffing requirements that

allow for profitable growth and customer satisfaction (Sales, Technical,

Clerical, Supervisory)

. Monitor key performance to state of service, cost per call and

productivity

. Work with the Region Routing Office to adjust and improve the routing

process, as well as to ensure technician data (schedules, seed points,

profiles) is accurate

. Foster positive employee relations through ready meetings, frequent tech

rides, focus groups, phone calls, Sears Smart Toolbox (SST) messages,

handling associate complaints and employee

. Analyze and reports daily, monthly and annual business performance trends

(revenue, cost management, profitability, customer satisfaction, etc.), and

develops and/or recommends strategic solutions to improve business

performance and meet Earnings before Interest, Taxes, Depreciation and

Amortization (EBITDA) goals

. Implement, direct, adhere and ensure compliance to all applicable laws,

regulations, and company policies, company values and code of conduct

. Manage activities for the recruitment, and hiring, and performance

management and career pathing of direct reports

. Partner with Loss Prevention to reduce shrinkage

. Maintain detailed records of all associate training and evaluations

. Communicate with staff and associates through frequent meetings, and

ensure all managers both technical and branch hold regular staff meetings

with their associates

. Train associates to develop their product knowledge/technical skills,

customer service skills and business literacy

. Follow and ensures compliance of the Safety/Environmental Manual and

program via Quality Management Safety Matrix

. Act with urgency to meet and resolve customers' needs and problems and

develop associates' commitment to act with urgency

. Monitor parts inventory for both branch units and trucks, to adequately

serve the customers needs

. Perform supervisory responsibilities, including, but not limited to:

making employment decisions regarding hiring, promoting, demoting, and

terminating; conducting performance appraisals; and coaching and developing

associates

LG Electronics: Jan2010 - Feb 2014

Title and Duties: Commercial HVAC Field Engineer

. Analyze reported issues of commercial and residential HVAC systems

. Maintain vital communication between service companies, distributors,

and end users

. Travel to site to investigate issue and determine cause of issue that

are occurring and make corrective changes to design of installation

or product.

. Manage technical support agents and assist them with escalated issues

. Develop corrective design changes to software or controls to correct

product issues

. Prepare reports of findings and corrective measures that were made at

site to the factory Q&A for future production and training.

. Develop educational training material and present materials to

technical support, service technicians, distributors, and property

service department.

LG Electronic:2008-2010

Title and Duties: Factory Service Technician Manager

* Oversee, generate and maintain paper and electronic systems for

records, correspondence, and other materials. Operate computers

including generally available software and internally supported

software.

* Maintain contact with technicians, routers, and planners as needed to

maintain standards of superior operations of the factory technician

program

* Prepare agendas, meeting minutes and arrangements for meetings.

* Prepare invoices, reports, memos, letters and other documents, using

word processing, spreadsheet, database and presentation software.

* Oversee the preparation of, prepare and secure requisitions, budget

requests, approvals and final delivery along with Tracks assets.

* Supervise the check/credit card/money order payments to bank for

payment transfer on out-of-warranty claims.

* Supervise, Reconcile and Process tech repair parts inventory programs

* Establish the tech new hire processing, including setting up training

schedule, tools, initial parts truck stock requests, etc.

* Travel to Technician territories for audit and performance review

Sears Service:1996-2008

Title and Duties: In Home Service Technician and Lead Tech

* Specialized in troubleshooting and repair of HVAC, refrigeration,

laundry, cooking, and dishwasher equipment and electronics.

* Customer service, sales, and training of new technicians

1990-1996

T & R Property Management. Cleveland, Ohio

JW English Property Management, Houston, Texas

Dudleston Property Management, Houston Texas

Trammell Crow Residential, Houston Texas

Title and Duties: Maintenance Manager

Assign jobs and scheduling of maintenance staff, stocking, and perform

service and repair.

Responsible for accounts receivable and invoicing.

Negotiate and supervise of contract labor.

Supervise and assign task to maintenance staff.

Supervise Startup and completion of New construction and renovation of

multi family housing.

Training of staff and new hires.

Education and achievements

High School Diploma: Azle High School. Azle, Texas Vocational

education: Auto Mechanics

Certificate of Achievement

Refrigerant Transition and Recovery Certifications, Type I and II

Sears Technical Institute: Appliance Electrical Diagnosis Certificate

Awards

* #1 in trips per repair for the region year 1999

* #1 in trips per repair for the region year 2000

* Outstanding member of HVAC team region 830 in the year 1999

* Outstanding member of HVAC team region 830 in the year 2000

* Sears Ranked National Top 100 Technicians Award for 2005 and 2006

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