Customer Service Manager

Patrick Jackson

**** ** ****** *****, **** B San Pablo, Ca. 94806

510-***-**** Cell * 510-***-**** Alt . *********@*****.***

Professional Profile:

Strategic leader and manager with progressive manufacturing expertise in

complex and large organizations. Reports to management and provides

professional services and motivation for entire production services team.

Education & Training:

? New College of California, San Francisco, California

Bachelor of Arts - Business Administration

? First Aid/CPR

? OSHA/Hazmat/DOT

Technical Skills:

Proficient in MS Windows XP, MS Office, Word, Excel, PowerPoint, SAP, SOP,

CCP logs, MRP, GEMBA, Outlook, WFA, GCAS, VTS, Digit, IM Scheduler, AS400,

Kronos, FIFO, HACCP, GMP, Expense.Net, MATT, Logistics, ERP, Advanced

Internet skills

Professional Experience:

January 2012 - Present 1st Gate Gourmet, South San Francisco, Ca.

August 2000 - July 2011 AT&T Communications, Napa, CA

Operations Manager - Gate Gourmet

January 2012 - Present

? Manage a team of Department Team Leads, Drivers, Call Center and

Warehouse personnel. Coach, train & develop employees in department.

Oversee all aspects of transportation department and provide highest

level of service to all customers. Ensure all drivers, buses and files

are DOT compliant.

. Assign and delegate work to team members by managing daily workflow

of team, adjusting assignments as needed to cover fluctuations in

volume, employee absences, and other changes as they occur.

. Coordinate the adjustment of staffing levels and load balancing

with other contact center managers to maximize efficiency and

performance.

? Monitor and improve department operations, involving customer

visits, to establish good working relationships. Resolve customer

issues when they arise. Conduct regular meetings to address department

issues. Develop and implement action plans to meet department goals.

Manage escalations relating to system or service issues, Provide issue

resolution and ensure service level requirements are met.

Conduct department and appearance audits to identify and address

operational, safety and service issues to ensure legal and regulatory

compliance. Follow up on previous deviations to ensure proper

procedures are being followed by drivers.

? Maintain working relationship with Vehicle Maintenance Manager.

Ensure vehicle equipment requirements meet customer service

expectations and organizational goals. Assist in preparing budget for

the fleet management.

. Recommend system enhancements, programs and projects that will

improve productivity, efficiency, cost management and overall

performance of the department.

. Conduct annual performance evaluations providing constructive feedback

to subordinance. Provide leadership, coaching and mentoring to a team.

? Evaluate existing manpower, route efficiency, and performance of

employees. Promote teamwork, safety, and customer service. Provide

safety and driver training sessions for employees when needed. Conduct

5S, GEMBA and SOP audits throughout operations area, document

deviations, and make recommendations for improvement. Check freezer

and cooler temperatures for compliance. Utilize Kaizen concepts of

continuous process improvement thru out the department.

. Participate in QA compliance audits. Support and maintain Quality

Assurance programs, policies, and procedures. Ensure compliance with

current GMPs.

Network Services Operations Manager - AT&T Communications

August 2000 - July 2011

? Manage 20 cross functional technicians, administrative,

construction, and warehouse personnel.

? Oversee and perform shipping and receiving duties of company

materials, tools, and supplies. Maintain appropriate stock levels in

company warehouse. Also supervise technicians performing new service

installation work on provisioning orders and repairs in the field when

trouble with company equipment is reported by customers.

? Provide safety training along with professional development

training for employees and review productivity results of department

with team. Monitor individual and team performance, drive productivity

results of team members. Ensure that company goals and targets are

met. Adhere to company policies and safety practices.

. Conduct meetings and conference calls with engineers, vendors, outside

contractors and Construction & Engineering management to discuss

planning, blue print designs, inside plant fiber projects,

Provisioning LAN/WAN projects, new cable installation projects,

including Letter of Authority, costs, timelines, changes and

disconnects. Discuss meeting OSHA guidelines while completing field

projects.

. Asset Management experience overseeing and reconciling inventory of

company assets such as equipment, laptops, and meters.

. Perform quality and safety inspections of work performed in the field

or company facilities by technicians and construction personnel. Also

handle trouble tickets when reported by customers and vendors and

manage escalations,

? Provide administrative support to management. Create and maintain

employee work schedule. Coordinate with management to create inventory

projects involving vendors. Preparation of a variety of studies and

reports relating to current and long range warehouse inventory levels

requested by management relating to needs of department.

? Maintain effective working relationships with a variety of

different delivery company personnel. Ensure timely shipping,

receiving, and delivery of products and equipment. Sign for materials,

parts, and equipment delivered to office. Verify goods received

against purchase orders and invoices. Check for appropriate billing

and item count. Operate forklift or pallet jack to maneuver materials

on pallets.

? Analyze complex technical and administrative problems. Demonstrate

ability to problem solve and evaluate alternate solutions and

recommend effective courses of action. Experience with working under

pressure and ensuring time deadlines were met.

? Experience with unloading cargo from trucks and vans. Arrange for

transfer of cargo using phone or computer. Responsibilities included

shrink rapping pallets and stage cargo to be transferred. Verify piece

count and cargo labels match outbound documentation.

? Participate in physical inventories, conducting counts for

accuracy of mandated stock levels and to ensure overall inventory

stored within company vans and warehouse. Create or verify

documentation with overages, shortages, or damages.

? Supervise in a customer facing environment. Provide strong

customer service skills at all times. Demonstrate presentation skills

to management, team members and customers.

? Team with HR personnel to address matters such as adhering to

company policy, employee relations, attendance, hiring, disciplinary

action and termination.

Contact this candidate