Manager Customer Service

Harry L. Plunkett

Cell: 404-***-****

Covington, Georgia

E-Mail: *********@*****.***

Qualifications

Multi-Functional Manager with experience managing personnel

and multiple simultaneous projects with critical time constraints.

Proven ability to deliver what was asked on time and within

budget. A problem solver that has the foresight and vision to

implement Strategic Quality Solutions and apply them to operational

obstacles. Outstanding MS Office PC skills. Excellent ability to train and

develop employees. Broad technical experience and qualifications.

Experience

2006-2012 Signal Collection Atlanta, GA

General Manager

Managed Quality Control, Call Center, Test Facility, and Production Equipment Service/Repair.

* Incorporated Continuous Process Improvement into new digital cable manufacturing

* Decreased cable assembly completion time 25% by combining previously individual

solder and crimping processes.

* Implemented “Quality + Plus” program through weekly employee process review and

implementation of an additional Quality Assurance Inspection Station.

*Implemented Lean Manufacturing throughout facility

1998-2006 Snap-On Diagnostics Atlanta, GA

S.E. Area Service Manager Sales - Service

Responsible for managing a $3.5 million budget and directing continual training

and the work of 22 Service and 10 Sales Engineers in four southeastern states

installing and maintaining P.C. based electro-mechanical diagnostic equipment.

* Significant Sales Support and End User Customer Interface.

* Added cellular and laptop communications system at a substantial

savings to Snap-On and improved communication capabilities.

* Setting, monitoring, and reviewing productivity (KPI’s) and Quality Assurance

* Incorporated Employee Field Safety and Loss Prevention Programs. DOT,EPA,OSHA

* Improved Service Contract Profit Margin 12 to 45% - Maintained material loss < .5%

* Managed 22 individual warehouse inventories with average deviation <.1%

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H. Plunkett Page 2 of 2 Resume Continued

1970-1996 AT&T / Pacific Telephone

Operations Manager

Responsible for Los Angeles Telcom. Data/Voice Center Mgt. and consolidating AT&T

International Trunk Operation Centers (ITOC) and 54 Call Service Centers.

*Consolidated seven International Operating Centers (ITOC)

from seven to two - minimum impact on AT&T's Customer Service

* During Consolidation; Resolved all personnel issues by training employees

for new position and relocating others in the remaining two centers.

* Designed and Managed Network Mgt. Center Technician Time Studies Project

* Managed the activities of over 32 supervisors, in the Los Angeles Data Network

Management & Call Center Expr. DS1/3, ATM, Frame Relay, OP, SONET, VOIP

* Central Office Bldg. Maintenance/Power. Mgr.- 17 Story Central Office Building Maintenance

Responsible for 17 Maintenance Technicians Servicing A/C, Pest Control & all Building Mtce.

* Manager- Executive Level Service Resolutions - Customer / P.U.C. Appeals

* Manager -National Accounts

* Manager - Voice / Data Maintenance, Provisioning, Building Support Personnel

* Business PBX and Data Supervisor

* Business PBX and Data Technician

* Residential Communications Installation & Repair Technician

* Central Office Equipment Technician

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