Customer Service Manager

James Milam

*** ******* **. *******, ** ***** 615-***-**** ***********@*****.***

PROFESSIONAL SUMMARY

• Experience in leadership, able to lead and mentor in a high paced environment requiring little supervision. Strong skills in staff

training and development as well as handling basic human resources functions such as hiring and interviewing.

• Exceptional organizational skills, able to integrate details and coordinate implied tasks to accomplish time sensitive projects,

while depicting professionalism and confidence.

• Effective communication skills, both oral and written.

• Comfortable working with all levels of management.

• Excellent problem solving skills, able to professionally assess a situation, address the major issues and make timely and smart

decisions to resolve the problem.

WORK EXPERIENCE

Manheim Mt. Juliet, TN September 2006 - September 26, 2014

Detail Shop Supervisor (September 2011 – September 26, 2014)

Detail Technician (September 2006 – September 2011)

• Overseen the inspection of vehicles, determine required body and/or Mechanic work and coordinate the scheduling of repairs.

• Scheduled the workflow and activities of the recon employees to ensure that all vehicles are detailed in a timely manner and in

accordance with established quality standards.

• Reviewed the work of the Quality Inspectors to verify and customer service requirements are met.

• Monitored and controlled the use of supplies, materials and equipment for the recon shop and with approval of the department

manager purchase equipment and supplies as necessary.

• Overseen the maintenance and protection of the shop equipment and ensure a safe work environment by explaining, monitoring

and enforcing required Auction safety procedures and OSHA requirements to all recon employees.

• Assisted manager in establishing controls and guidelines for a safe work environment in compliance with OSHA and EPA

regulations.

• Supervised and directed the work of approximately 40 full time recon employees and 30 temporary employees by determining

work procedures, preparing work schedules, expediting the workflow, assigning duties and examining work for accuracy and

conformance to policies and procedures.

• Assisted manager in counseling and disciplining employees as necessary, and in conducting performance appraisals.

• Visibly demonstrated safety commitment by following all safety and health procedures and modeling the behaviors related to

such. Work in cooperation with safety leadership in support of all safety activities aligned with Safety Excellence.

• Worked with manager to review work volumes, plan and continuously monitor staffing levels to ensure efficiency, quality work

product, and effective customer service: review departmental performance against key performance indicators and metrics and develop

and execute strategies for improvement.

• Effectively lead my team by setting an example in behavior and ensuring that all employees are treated with respect.

• Enforced all company policies and procedures related to employee and customer conduct.

• Handled all payroll and Kronos functions.

• Performed vehicle cleaning and detailing preparation processes as specified which may include washing, wheel cleaning,

waxing and buffing, polishing and interior cleaning.

EDUCATION/TRAINING

University of Phoenix

Have completed over one year toward my Bachelor’s Degree for Business Management

• Outlook 2010 completed at New Horizons Computer Learning Center

• Assessing and Conducting Performance Reviews

• Deal Shield Product Overview Training

• ILT Class: Developing Others

• Hazcom Training

• Introduction to KPI’s and OPR

• ILT Course: Prioritization and Productivity: The 5 Choices to Extraordinary Productivity

• Smith System Driver Training 1 and 2

• ILT course: My purchases Product Training Session

• AS400

MILITARY AND ADDITIONAL TRAINING

Alabama Army National Guard October 2002 – September 2012

Infantrymen/Team Leader

• Supervise team members provide technical guidance, coordinate training initiatives and special training

exercises.

• Responsible for daily operations, training schedules, tasks for subordinates, spot checking work quality, and assuring

adherence to safety procedures.

• Combat Life Saver Course

• Two Combat Tours: Iraq

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