Customer Service Manager

Scott Bradley Wohl

Bachelor of Arts

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http://www.linkedin.com/pub/scott-bradley-wohl-b-a/6a/5a1/361/

*** ********* ***** *****: *******@*****.***

Rochester Hills, MI 48309 Phone: 248-***-****

Objective

I am looking for a position that will allow me to utilize my leadership,

and managerial skills. I excel at problem solving, and have extensive

technical knowledge - prefer to work in an intellectually challenging

environment.

Summary

. OVER 20 YEARS OF OPERATIONS MANAGEMENT EXPERIENCE IN THE I.T. & RETAIL

FIELDS.

. BACHELOR'S DEGREE IN A MANAGEMENT RELATED DISCIPLINE.

. TRAINING AND CERTIFICATION - OPERATIONS MANAGEMENT & HUMAN RESOURCES.

. SKILLED AND CERTIFIED MEDIATION EXPERT - LABOR & CIVIL.

Contracted to: Hewlett Packard - (accounts - Met-life, Johnson

Controls, Shell)

Oct - 2013 to Sept 2014 (1 year)

I.T. Network Engineering (remote)

( Software installation and migration assistance

( Operating systems and other software troubleshooting- Win 7,

Vista, Server, Visio, Word, Excel, PowerPoint, Sharepoint, and

more.

( Hardware troubleshooting, and ordering of new equipment - lap-

top, desktop, servers.

( Configuration of software and shared databases

( PC instruction, and software program instruction for employees.

( Cell phone configuration for email access and other services

(Black Berry, Ios, Android)

( Internet web access and virtual private network assistance.

( Writing and submission of technical documents for HP's shared

knowledge database.

( Resetting of passwords for employees

( Remoted on to end user computer systems and edited the registry

for various problems and installations.

( Assisted managemenet with implementation of new training material

& call center operations.

( HP certified and trained on all current systems and software.

Minacs (accounts - Apple and Western Unoin -part time)

January 2011 - September 2012 (1 year 9 months)

I.T. & Banking Associate

( Provide exceptional customer service in assisting Western Union,

and Apple customers with financial and computer needs.

( Assisted with financial transactions such as online banking,

exchange rates, refunds, and transfers.

( Perform countless mathematical operations per day in a highly

scrutinized environment where every calculation must be accurate to

the penny.

( Ensure security through the prevention of structuring, money

laundering, and other fraudulent transfer activity.

( Ensure customer satisfaction by handling high profile customers

with delicacy and defusing highly agitated customers.

( Auditing of internal fraud procedures, and customer service

issues at retail locations

( Provide instruction to new employees regarding various

procedures, and new systems - assisted management with call center

operation implementation)

( Provide phone engineering for Apple customers - resets, orders,

server configuration for SMS..and more.

Sequoia Diversified Products, Inc

June 1996 - December 2009

I.T. Project Manager/Network Engineer

. Management of engineers for various computer installations -

school systems and businesses.

. Hands on network engineering - creating images for nodes -

configuration of nodes and servers.

. Perform network installs for various schools and business

throughout the metro Detroit area.

. Computer hardware repair and upgrades, building servers, and

creating infrastructure design documentation.

. Technical training of new employees for LAN/WAN, Microsoft OS,

MS Office, etc.

. Trained engineers - how to install drivers and other programs

for large projects.

. Web site design, updates, and maintenance.

. Audits of projects completed on location, insure proper

procedure are followed

Food Master Markets

February 1986 - May -1996 (10 years 4 months)

Assistant Store Manager/I.T. Manager

. Handling, and overseeing all the day to-day processes that are

carried out in the store.

. Manage store employees including scheduling, training, hiring,

firing, dispute mediation, and union labor negotiations.

. Cash-office management - daily audits - cashier disbursement

. Building operations management - coordinating emergency systems-

seasonal services - building maintenance.

. Inventory Control - overseeing other store managers to make sure

correct products are ordered. Checking profit and loss

statements daily - use of other metric tools.

. Implementing customer service standards for employees -

analyzing customer survey information and data mining.

. Manage I.T. department projects, upgrades, and installs. audits.

. Training - computer systems, registers, departmental duties,

policies and procedures.

. Devised and implemented new procedures for cashier training and

learning modules in PowerPoint

. Create complex Excel spreadsheets for the store and Market

Director to track labor based activity costing, product

consumption, gas usage/loss, and various other metrics used to

improve overall store, and company's efficiency.

Education and Certification

. Wayne State University's College of Science - Bachelor of Arts

1996

o Major: Psychology

( Approximately one year of law school completed - not currently

attending

. Microsoft Certified Professional - NT Server

. Certified Civil Mediator

. Multiple certifications related to electronic banking, treasury

bonds, and customer relations.

. Multiple certifications related to management.

Other Interests

. Chess

. Politics - Extremely interested in politics, foreign affairs,

and law. (Served as an election inspector and coordinator in

2008 and 2010)

. Health and Exercise - Weightlifting, running, nutrition, etc

. Computer network engineering/ building of computers, upgrades,

etc

Contact this candidate