Customer Service Manager

Steven Avila

***C Amberly Drive, Manalapan, NJ 07726 . 732-***-**** .

**********@*****.***

Professional Summary

STEVEN AVILA QUALIFICATIONS: Expertise in fulfillment, printing,

warehouse, and mail services. Effective manager of people and processes.

Versatile manager focused on team building and talent development. Driven

to surpass company goals while thriving in deadline-driven environments.

High-energy manager successful in building and motivating dynamic teams.

Cultivates a company culture in which staff members feel comfortable

voicing questions and concerns, as well as contributing new ideas that

drive company growth.

Skills

Process improvement Adherence to high customer service

standards

Flexible thinker Process improvement specialist

Customer-oriented Customer-focused

Effective problem solver Excellent time management skills

Work History

Carpenter

2010 to Present

HOME IMPROVEMENT COMPANY - Manalapan, NJ

. Planned projects by identifying necessary equipment, tools needed,

accurate take offs and required assistance

. Installed drywall, ceilings, trim and fabricated replacement trim and

mouldings.

. Planned and executed work with the proper tools and materials to

maximize efficiency.

. Followed established job site safety regulations and maintained a safe

and clean work area.

. Proactively managed projects to obtain complete customer satisfaction

for all custom work.

Site Manager

2006 to 2008

Health Insurance Plan (HIP) Print/Fulfillment Center - Jersey City, NJ

. Responsible for reprographics/copy of materials and fulfilling of all

materials(both manually and automated) for the company such as

explanation of benefits(EOB), welcome kits, correspondence letters,

checks, all monthly billing mailings and ID cards.

. Drove daily production activities with effective communication and

leadership

. Coordinated procedures for facility and equipment maintenance or

modification, including the replacement/adding of machines

. Adhered to all confidentiality requirements at all times.

. Ensure cross training for proper back up support.

. Provided all production volumes reports/documentation to upper

management monthly or when required.

. Did payroll, scheduled staff, workflow and all HR issues.

. Investigated and implement ideas for quality improvement, increased

productivity and cost reduction.

. Managed documentation of and training on production procedures and

work instructions.

. Verified that all process control parameters were being documented and

followed at all times.

. Addressed all personnel issues promptly and professionally.

Manager

2004 to 2005

IMEX - Clifton, NJ

. Responsible for scheduling of staff, managing workflow to insure

quality and productivity, oversee letter shop, kitting area,

shipping/receiving and the sorting area.

. Created, updated and maintained department guidelines and procedures

manuals and monitored to ensure adherence.

. Proposed and implemented workflow and training improvements.

. Responsible for achieving production requirements.

. Drove daily production activities with effective communication and

leadership.

. Met aggressive production and safety goals while minimizing equipment

downtime.

. Completed required safety training programs for lock out/tag out for

all types of machines.

Site Manager

2003 to 2004

Affiliated Computer Services - Middletown, NY

. In charge of all incoming mail operations for a health care provider

such as the mail prep area, sorting area and scanning department.

. Oversaw operations of staff and reception area and inventory of supply

purchases.

. Maintained the accuracy of work, scheduling of workflow and employees.

. Did payroll and all HR issues.

. Managed work flow to exceed quality service goals.

. Fostered an environment which encouraged continual process

improvements.

. Identified individual development needs with appropriate training.

. Scheduled staff shifts to cover peaks and lulls in customer inquiries.

Document Services Manager

1994 to 2002

Salomon Smith Barney - Brooklyn, NY

. Responsible for reprographics, mail services, reception and the

ordering/inventory of supplies.

. Some of the examples of copying are client statements, trade

confirmations, 401(K) statements, research reports, checks, and all

type of kits.

. Demonstrated ability to effectively plan, coordinate and meet

deadlines of multiple projects simultaneously.

. Conducted performance reviews, set goals, as well as provided coaching

and career counselling to ensure success of the team.

. Built and maintained prosperous relationship with clients and senior

management, ensuring superior customer service.

. Managed work flow to exceed quality service goals.

. Maintained up-to-date knowledge of product and service changes.

. Supervised and motivated staff

. Reviewed processing schedules and production orders concerning

inventory requirements, staffing requirements, work

procedures and duty assignments, considering budgetary limitations and

time constraints.

Education

Bachelor of Science: Business Management

St. Francis College - Brooklyn, NY

Coursework in Business, Management and Communications

Recipient of Deans List Award

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