Customer Service Manager

JAIME V. BARRERA SR.

*** ******, ******** ***** ***** 919-***-**** *************@*****.***

PROFILE

Business Manager, Innovator, Results-Driven, Operations and Technical Performance Leader.

Proven leader with over 14 years of experience leading and mentoring service organizations by leveraging resourcefulness and

innovation, in an entrepreneurial spirit exceeding expectations. Because of a highly technical background as a former Technical

Performance Manager, I’m often described as a triple-threat: a rare combination of technical know-how with business-savvy in a

package that easily interacts with people: be they customers, partners, or co-workers. A fierce advocate for the customer, I

tirelessly seek the common good for customer and company alike.

Core Competencies:

Operations & Service Management Staffing Development & Mentoring P & L Responsibility

Service & Product Sales OSHA Compliance Management Process Development & Optimization

Technical Helpdesk Supervisor Human Resource Management Innovator & Problem Solver

Project Management Strategic & Tactical Planning Contracts & Negotiation

Objective: Seeking a Leadership position with responsibility for Onsite Delivery Manager.

Relocation: Please note that I am very interested in your opportunity and am willing to incur all relocation expenses.

Broadening Career Direction: Diebold has continuously reorganized since 2008, conducting 4 major reorganizational events and

unremitting adjustments throughout. Through this process, Diebold has eliminated upward mobility career paths. In order to continue to

grow, I am looking for a company in growth mode which will provide me with the challenges necessary to stretch.

CAREER SYNOPSIS

Diebold Inc. – Roanoke & Northern VA

Operations/Customer Service Manager, 2012–2014

Diebold is one of the largest manufacturers and service/sales organizations of ATM machines. The company also produces, sells, and

services security products (vaults, alarms, and safes) and software solutions. Diebold’s primary market is financial institutions, retail, and

government agencies.

Summary Business Results:

• Mid-Atlantic Business Team of the Year 2012 and 2013 (P&L and Technical Performance)

• Improved Customer satisfaction from 69% to 98% (SLAs and KPIs)

• Generated 60% of new business through referrals, building a loyal network of client advocates.

• Improved both technical, and soft skills for Customer Service Engineers.

• Increased Service Sales (product and services) 3% over goal every year consistently

• Empowered service teams, by creating a STAR Model Champions to lead and drive the business.

Key Activities:

• Manage P&L (overtime, direct labor cost, billed work and inventory)

• Responsible for retention, growth of revenue, and profitability of the business unit

• Developed account strategies with sales, system, service and support at various levels

• Assure customer satisfaction levels for service, systems and installations are met or exceed within the territory.

• Manage technical performance, KPI’s and SLA’s

• Identify capabilities of the workforce ensuring trained, productive and efficient teams meeting

• Develop new operational efficiencies & managed cross-functional teams identifying and resolving process bottlenecks

• Recruit, hire, and train new management and 32 technical service engineers.

• Negotiate contract price, terms and conditions.

• Analytics and measurement experience

• Experience with Capacity Planning / Capacity Management Services

Diebold Inc. - Raleigh, NC

Technical Performance Manager, 2006-2012

Summary Business Results:

• Eastern Division –Business Team of the Year 2006 & 2011 (P&L and Technical Performance)

• Created & implemented service incentive plans for the area improving technical performance by 85%.

• Created & implemented a cassette gauge process that improved the ATM dispenser uptime by 75%.

• Improved North Carolina’s overall performance, and saved our biggest customer from leaving the company.

Key Activities:

• Managed all aspects of internal company training, technology delivery, customer service, support, and execution

• Took a lead role in individual and team performance, ensuring attainment of SLAs and KPI.

• Analytics and measurement experience

• Improve technical performance by influencing service teams in a matrix organization.

• Operated as liaison between sales, product management and customer.

• Managed end-to-end customer relationship from initial contact to final delivery of solution

Diebold Inc. - Canton, Ohio (Corporate office)

Supervisor, 2000-2006 Technical Assistance Center- (Managed Service)

Summary Business Results:

• Exceed customer satisfaction from 83% to 97% in software Installation

• Implemented IVR System ( Integrated voice response system )

• Reduced service teams phone wait time goal by 57%

• Streamlined outdated process and procedures to reduced required man-hours by 31%

• Helped Launched new line of business that generated $2M in sales with a 60% profit margin in the first year.

Key Activities:

• Lead a 1st to 2nd level Support TAC team supporting all managed service software and products.

• Analytics and measurement experience

• Responsible for providing technical assistance to NOC (Network Operation Center) as needed

• Strive to meet service availability objectives, reporting on key performance indicator metrics for customers and team

• Develop and enhance the SOP (Standard Operating Procedures) for the TAC

• Develop process and procedures to streamline work activity within the TAC team

• Define tasks and objectives for each shift. Sets shift schedules, coordinate time-off requirements. Coach and provide timely

feedback to direct reports.

• Provide technical consulting, applications configuration and/or technical support.

United States Marine Corps. Jacksonville, NC

Transportation/Logistic Supervisor, 1990-2000

Experienced, and technically skilled in Logistics and support, known for accuracy, attention to detail and researching functions for

finances of purchase orders, inventory control, freight shipments, and claims. Military Logistics career spans 10 years of experience

which has included accountability for the processing of invoices, daily dispatch, and customer service for Camp Lejeune.

Summary Business Results:

• The Transportation Corps is responsible for moving supplies, troops and equipment anywhere on the globe.

• During war, the Transportation Corps utilizes trucks, boats and airplanes to provide extremely fast support to the combat teams on

the frontlines.

Key Activities:

• Develop and implement effective methodologies and tools for effective execution of logistics and operation plans

• Organized and coordinated routes for deliveries and monitored all courier deliveries.

• Managed aviation fueling operations records of receipts, storage, issue, and quality assurance of over two million dollars’ worth of

equipment without loss.

• Provided mentorship, training, safety, professional development, and welfare of over 100 personnel. Committed to provide the best

qualify way of life and training for over 350 personnel.

• Expertly managed the quality amount of petroleum products, potable water, and ammunition with outstanding results. Received an

award for excellent job performance in logistic operations during an organization evaluation period.

• Passed five rigorous Environmental Protection Agency inspections resulting in zero deficiency during the evaluation period.

Achieved commendable results on all safety inspections.

EDUCATION

B.A. Business Administration: American Military University (AMU)

PMP Certification (Project Management): Villanova University

OSHA 9000 Series

United States Marine Corps- NCO/SGT Transportation & Logistics

Additional

Technical: MS Office Suite, Outlook, and SharePoint, SaaS, PaaS, MRO, and OEM

Analytics Platforms: Oracle

Languages: Spanish (Intermediate)

Interests: Kick Boxing, Hunting, Fishing, Hiking, and Community Services

Desert Shield-Desert Storm Veteran Armed Forces Service Medal Veteran

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