Customer Service Manager

William D. Moody

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

**** ****** **** ** ****: 770-***-****

Snellville, GA Cell: 678-***-****

Manager

Dedicated manager with 10+ years of experience: in fast paced environment dedicated to increase profit

margin upon re evaluation of current procedures, detailed oriented and very analytical, with the ability to

quickly devise a solution to any problem. Consistently achieve record high customer satisfaction rankings,

improvements to the bottom line and turnaround of underperforming operations. Instill a shared, enthusiastic

commitment to customer service as a key driver of company goal attainment. Lead by example and ensure

the execution of all safety, security, quality and company’s operations policies.

Areas of Expertise

Customer Service Management Customer Satisfaction Enhancement Teambuilding & Training

Complaint Handling & Resolution Retail Operations Management Cost-Reduction Strategies

Professional Experience

Army National Guard Forest Park, GA 9/07 to 10/08

Crypto Logic Linguist, 10/11 to Present

Human Intelligent Collector, 3/11 to Present

Responsible for eight outstations in Afghanistan. Oversaw the triage, inventory, and cataloging of Captured

Enemy Equipment. Conducted interrogations independently and in conjunction with other interrogators designed

to locate, target and action High Value Individuals. Wrote complex and concise intelligence reports in a timely

manner on a daily basis

Day Shift Lead Non commissioner officer.

Conducted over 100 interrogations.

Facilitate the incarceration of 321 detainees to the Detention Facility in Parwan Province, AF.

Georgia Regional Hospital Decatur, GA

Forensic Service Technician Lead, 4/09 to Present

Conduct recreation and social activities for clients. Ensure safety and security of

clients. Observes and document patients’ data, behavior and activity. Prepare

clients for treatment or examination. Answer clients’ questions and concerns.

• Supervise a staff of nine

• Reduce critical incident by approximately 10%

T.A.P. (Tools at Affordable Prices) Enterprise Atlanta, GA

Express Sale Manager, 10/08 to 2/09

Successfully handled the daily operations, while making day to day managerial

decisions in all aspect of the business, including handling customer relations, hiring

of new employees, sales/marketing, business development, budget analysis, and

Profit & Loss responsibilities.

Managed a team of four while maintaining expenses within an allotted budget.

Expanded sales opportunities by developing shows in additional cities.

Hertz Rockville, MD

Manager I, 12/07 to 10/08

Manager Trainee, 9/07 to 12/07

Effectively handled day to day operations, while making daily management decisions in all aspect of the

business, including revenue management, fleet distribution, administration, customer relations, sales/ marketing,

business development and Profit & Loss responsibilities.

Increased revenue by 6%

Increased Net Fleet Utilization from 85% to 92%

Bantek West/ Pendum, Inc Lorton, VA 9/04 to 6/07

Assistant Branch Manager, 3/06 to 6/07

Deposit Pull Manager, 11/05 to 3/06

Night Supervisor, 2/05 to 11/05

Route Supervisor, 9/04 to 2/05

Successfully managed first line technicians, armored and deposit pull routes. Oversaw daily operations to

increase business revenues and provided customers with needed information to make sound decisions for

service zones. Prepare and administered daily reports including balancing reports, service reports, DOT reports

and claims.

Increased branch profits through a 23% reduction in payroll payout.

Reduced employee labor from 15 to 10 hours a day by rescheduling of routes.

Implemented performance tracking program for employees.

Wachovia Bank Hapeville, GA 8/96 to 4/06

Workflow Coordinator, 11/99 to 04/06

7780 Optical Scanner Operator, 3/98 to 11/99

Expediter, 8/96 to 3/98

Effectively supervised a team of 20 people to ensure proper workflow and performed daily reconciliation in order

to post accurate account receivables. High volume processing of business payments though data entry, image

capturing, and check encoding.

Solely performed system evaluation and repair to eliminate downtime.

Awarded for error reduction due to the development of better methods and procedures for accountability.

Consistently awarded for extraordinary leadership with monetary rewards and Employee of the Month

Certificates

NCR Atlanta, GA 9/04 to 6/07

Customer Engineer, 5/01 to 9/04

Provided technical support for maintain and troubleshooting critical point –of –sale (POS), PC/LAN, printers,

servers, laptops, and other related technology. Managed and control surplus of inventory to ensure proper

documenting of on hand equipment. Setup and maintain initial networks in personal and corporate

environments.

Outstanding customer service proven by numerous requests.

Recognized for highest volume of closed calls.

Education and Training

Fort Valley State University Fort Valley, GA Graduated 2001

Earned Bachelor of Science in Electronic Engineer Technology

Training: Completed numerous courses and seminars in customer service, sales strategies, inventory control,

loss prevention, time management, leadership, performance assessment and marketing.

Top Secret Clearance

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