Customer Centric Operations/ Service Manager

Andrew J. Incorvati

*** ********* *****. ********, ** 08043

Phone: 856-***-****. Mobile: 856-***-****. Email: ******@***.***

OBJECTIVE

to obtain a long term career within a stable company that recognizes my hard work and achievements in all

phases of service and operations management.

DIRECTOR OF OPERATIONS/TECHNICAL SERVICE MANAGER

Results oriented professional with strengths in operations and service management. Proven abilities in

building efficiency of operations, team growth, and customer service integrity. Highly adept at drafting and

implementing company policies, standards and systems that optimize staff productivity. Cost control through

effective use of manpower and available resources.

AREAS OF EXPERTISE

Director of Operations; managing and training staff/recruitment and dismissal

Lean and six sigma management

Multi location operations management

Team building that will ensure complete customer centricity

P & L and development of profitable service

Develop and maintain company policies and standard operating procedures

Association with routing/dispatch department to guarantee excellent customer service

Expedient resolution with escalation issues that result in satisfaction for both company and consumer

PROFESSIONAL EXPERIENCE

10/13~Present DIRECTOR OF OPERATIONS, TOTAL SERVICE SOLUTIONS

I am responsible for daily operations, staffing field operations division, new customer implementation and

operational compliance departments. Lean principles and rapid problem solving techniques to lead and

facilitate continuous improvement. Responsible for the development and implementation of improvement

plans and standard operating procedures, training plans and coordinating/leading 114 field service contractors

throughout the United States. Managing company P&L, and reporting directly to the President of the company

on a daily basis.

4/09 to 9/13 NATIONAL SERVICE MANAGER, NEW AGE TESTING/AMETEK

Managing and training a staff of engineers, shop and field service technicians. Recruitment and dismissal of

staff, continuous association with the dispatch department to guarantee excellent customer service, holding

mandatory meetings with staff to develop positive reinforcement and commend those who meet goals set forth,

and those who require assistance arriving at that point. Reporting directly to Vice President of the company on

a daily basis, reviewing technician KPI reports and guaranteeing open communication to the customer, the

employee and the investor, at all times.

1/02 to 4/09 SERVICE MANAGER, BEST BUY

Managed and trained staff of twenty four field service technicians in the Mid-Atlantic region and

in-house staff of twenty, daily reporting to supervisors, P & L and development of profitable service,

recruitment and dismissal of staff, responsible for all phases of management, continuous association with the

routing department to guarantee excellent customer service, holding mandatory meetings with technicians to

develop positive reinforcement and commend those who met goals set forth and those who required assistance

arriving at that point, dealing with escalation issues on an urgency basis, and checking that all technicians are

well stocked in their company vehicles.

EDUCATION:

Suny Albany College, Bachelors Degree in Electronic Engineering

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