Manager Sales
Resume:
Michael G Gardner
Springfield, NJ 07081
Home Phone 973-***-****
Cell Phone 973-***-****
Email *********@***.***
I am an energetic professional looking for an opportunity to use my
management skills to help a company grow and become more profitable.
During my career in different industries, (medical transportation and
Dish Network), I have always been keen on developing my direct
reports, building a team environment and streamlining/changing
processes with an eye toward profitability and safety. I pride myself
on my work ethic and honesty. If given the opportunity I know I could
make a significant positive difference.
WORK HISTORY
12/11-Present Operations Manager, Saturn Freight, Fanwood, NJ
. Work with vendors to ensure they are following our safety protocols
. Develop scripting for proper delivery standards
. Track and follow shipments from p/u to delivery to assure the
satisfaction of the customer
. Track and enter charges with an eye towards consistency and
profitability
. Route new shipments ensuring that timelines and costs are met.
. Handled all International shipments for my vendor
. Using past operational and managerial experience to help streamline
office processes to increase efficiency
02/02-11/11 General Manager, Dish Network, Outsource CSC Operations,
Pine Brook, NJ 07058
General Manager, Dish Network, Pine Brook CSC,
Pine Brook, NJ 07058
General Manager, Dish Network, Monmouth Junction
NJ and Thornwood NY
. Responsible for improvement of the vendor sites' customer
experience scores, (The Dominican Republic sites, where I spent
most of my time, was able to increase their Customer Experience
scores from 3.8 to 4.2).
. Traveled about of the time to our vendor sites, (Mexico, the
Dominican Republic and El Salvador).
. While at sites worked directly with management team to develop
country specific programs to help improve their customer experience
with our customers
. Initiated call "listening" sessions with each site to develop a
more customer centric approach rather than the process centric
approach they were using. When we started this process only about
25% of the calls were rated as "good" which has increased to
approximately 50% since.
. Instituted a "customer callback" process to help determine the
cause of a low customer satisfaction score. Information mined and
feedback given from this process help drive the improvements shown
above.
. Worked with the vendors to create a process to develop their staff
by looking at the entire call, did they WOW the customer, were they
upbeat and confident, were they efficient, etc. rather than taking
the call one piece at a time
. Worked with the Direct Sales group in opening the El Salvador
vendor sales site
. Was liaison between the Sales group and the OS vendor group, making
sure all were informed of any changes
. Challenged whether the sales out bound made sense economically
after monitoring the group and their results. Group was switched
from OB to inbound English Sales at my recommendation
. Oversaw 300 seat call center
. Responsible for maintaining and improving KPIs. Pine Brook won the
"Top Center" award numerous times and was always in the top 5.
. Mentored and developed my staff, 3 Managers have been promoted to
GM, 1 Manager promoted to Dispatch Manager.
. Involved in all hiring and firing decisions for the site.
. Was the liaison between the International Marketing Department and
our International site along with oversight of our International
Out Bound Department.
. Helped develop programs to boost employee morale, (Platinum Room
recognition, real time "caught doing something great" recognition,
etc.) helping to reduce attrition.
. Oversaw the training of our International-speaking staff. They
needed to be trained as Universal agents, CS, Technical and Sales.
. Oversaw the Quality Assurance Department, Pine Brook was routinely
in the top 3 in the enterprise in Quality scores.
. Oversaw the Resource Center
. Handled the downsizing and eventual closing of the International
Call Center operations in Pine Brook as it was transitioned to
Queens NY
. Assisted at two Dish Network call centers that were without a GM or
Director. Traveled about half my time from Sept. 09 through April
10 for this while also supervising Pine Brook downsizing. Both
sites have been regularly in the top 5 in the "Top Center"
scoreboard since my time with them.
. Hired to open new Installation office
. Involved in every new hire, from my Installation Manager to my
installers
. Mentored and developed my staff
. Supervised the hiring and firing of all employees along with
approving any disciplinary actions in conjunction with HR.
. Trained and helped oversee the dispatch department
. Instilled a sense of empowerment to my employees.
. Overseeing payroll
. Overseeing the ordering of product, (receivers, switches, cable,
etc.), for our warehouse
. Overseeing vehicle maintenance
. Developing the team to continue to improve our Key Performance
Indicators, (completion rate, quality scores, number of
installations per technician, etc.)
. Responsible for timely submission of reports on productivity
. Was instrumental in helping develop reports for our region to track
our productivity, quality control and safety
09/00-02/02 Operations Manager,
On Time Transport (Ambulance/MAVT/Livery), Roselle, NJ 07203
. Managed the Dispatch and the Appointment Scheduling Departments to
ensure company guidelines and mission were followed
. Handled escalated customer complaint calls and used data to look
for and correct any procedural issues that were causing complaints
. Acted as a liaison between On Time and the State Department of
Health
. Mentored and developed my staff to build a self-sufficient group
who were motivated and driven.
. Helped to develop rewards program for driving staff, reduced
attrition by 5 %.
. Investigate and follow up with any appropriate action of any
vehicle or patient accidents.
. Overseeing the on site training of road personnel.
. Interacting with the appropriate Boards of Education with regards
to any incidents or problems regarding student transportations.
. Helped develop pricing and bids for acquiring new Board of Ed
routes.
. Supervised the hiring and firing of drivers along with approving
any disciplinary actions in conjunction with HR
. Oversaw the determining of eligibility for prospective clients,
that is, do they require an ambulance or invalid coach and who
should we bill.
. Oversaw vehicle maintenance and cleanliness
. Stayed current on any improvements in Ambulance and Invalid Coach
equipment/technology to ensure we had the best and safest product
to offer.
. Assisted in the acquisition of new business and helped maintain
relationships with current clients, increased school routes by 5 %
last year at company.
. Reviewed processes and procedures regularly looking for new and
innovative ways to improve efficiency
05/85-09/00 Operations Manager/VP-Co-Owner, Elite Ambulance and
Medical Coach (formerly Ambicare Inc.), Orange, NJ 07050
. Supervised the hiring and firing of drivers along with approving
any disciplinary actions
. Mentored and developed my staff to build a self-sufficient group
who were motivated and driven.
. Oversaw the Neo-Natal transport group, interacted with the ICN at
Newark Beth Israel Hospital to assure the quality of the program
. Helped to develop rewards program for driving staff, reduced
attrition by 10 %.
. Acted as a liaison between Elite Ambulance and the State Department
of Health and the State Medicaid Department
. Assisted in the preparation and submitting of weekly payrolls,
championed and instituted a change from manual timecards to a
computerizes time clock, saving money long-term and decreasing
errors in pay.
. Investigated and filed accident reports with our insurance carrier
and follow-up on the same
. Coordinated with our Fleet Manager the scheduling of vehicles for
service
. Stayed current on any improvements in Ambulance and Invalid Coach
equipment/technology to ensure we had the best and safest product
to offer
. Oversaw the determining of eligibility for prospective clients,
that is, do they require an ambulance or invalid coach and who
should we bill
. Made efficiency changes in dispatching to make us more profitable,
reduced dispatching staff by one
. Would question any processes or procedures that did not seem to be
in the best interest of the company and clients
. Assisted in the finding and acquisition of new business, 3 new
nursing home clients in last year
. Interacting with the appropriate Boards of Education with regards
to any incidents or problems regarding student transportations.
. Helped develop pricing and bids for acquiring new Board of Ed
routes.
.
EDUCATION
Seton Hall University, South Orange, NJ
Biology Major
Lafayette College, Easton, PA
Biology Major
Accumulated 100+ credits
INTERESTS & ACTIVITIES
Coach of girls softball
Springfield, NJ
Member of the Springfield Girls
Softball Executive Board
Past member of the Montclair
Volunteer Ambulance Unit attaining Life
Membership Status, leaving as a Senior Crew
Chief with the rank of lieutenant
Active in St James Parish functions
My interests include: family,
reading, tennis, golf and gardening
LICENSES & CERTIFICATES
American Heart Association Basic Life Support CPR Instructor
(including HeartSaver AED)
Mobility Assistance Vehicle Technician Instructor
Contact this candidate