Customer Service Manager

Mike Robertson

**** ****** # * . **-******, PQ J*T 3G6

Tel: 450-***-**** . Cellular: 514-***-****

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

Resume

Objective

To provide strategic leadership and outstanding results in sales and

operations by applying extensive management experience in the service

industry to benefit your corporation where innovation and quality service

are valued.

Profile

A dynamic fluently bilingual manager that is computer literate with proven

expertise in the logistics and transport industry ranging from sales and

customer service to operations and ISO quality management. A university

trained professional who is effective at motivating others by means of a

shared vision. Strong leadership, management, sales, and negotiation skills

in a unionized environment. Accomplished at developing creative solutions

and transforming them into actions that achieve measurable results. Team

player who can motivate others. Wishing to pursue my career with a focus on

excellence in customer satisfaction.

Computer Skills

Excel, PowerPoint, Word and Outlook

Professional Experience

Shred-It

2013 - 2014

General Manager

Achievements

. Exceeded budgeted financial objectives top and bottom line

. Fulfilled staffing objectives for various departments

. Integrated Quebec branch into Montreal's objectives

. Successfully passed all safety, security and compliance audits

Volt Workforce Solutions

2012 - 2013

Customer Relationship Manager

Achievements

. Managed call center staff of 100+ employees for all HR and payroll

issues

. Managed and scheduled staff of 500+ testers for gaming industry

. Improved HR workflow processes for various customers

. Responsible for customer satisfaction for all major Montreal accounts

. Established standard operating procedures for all major customers

Dynamex Canada Ltd 2009 -

2011

Business Center Manager

Achievements

. Improved on time performance from 63% to 91%

. Improved proof of delivery compliance from 52% to 95%

. Established standard operating procedures for all major customers

. Successfully negotiated a new 4 year union contract with 150 Teamsters

Quebec in 2010 with no monetary concessions

. Streamlined local HR processes via electronic file follow up

. Successfully negotiated a new 3 year service contract with IKEA

. Established an effective management team

Recall Canada 2007 -

2009

Quebec Area Manager

Achievements

. Increased revenue by 8% and 5% respectively, operational effectiveness

and customer satisfaction for Banque Nationale and Royal Bank by

implementing simplified and updated standard operating procedures

. Implemented local customer sales tours as well as customer internal

and external audit programs

. Supported new sales team by implementing daily and weekly performance

meetings as well as regular joint and coaching calls

. Headed companywide implementation team of standardization guidelines

for all documentation across North America

JAS Forwarding Worldwide Inc

2005 - 2007

Branch Manager

Achievements

. Set up a solid operational unit for the branch

. Staffed the branch successfully and within budget

. Implemented local procedures for customers and operations

. Implemented local vendor network

. Start up of internal and external sales department

BAX Global Canada

1986 - 2004

District Manager

Achievements

. Increased sales revenues by 250% within a given Montreal territory

. Exceeded financial objectives year after year

. Exceeded KPI objectives year after year

. Successfully managed all local corporate accounts directly such as

Bombardier, Nortel, ABB, Paccar, Bell Textron and Pfizer

. Developed first in house logistics program for Smith & Nephew

. Evaluated and maintained local vendor network

. Successfully opened new operations facilities in Quebec City and

Mirabel

. Successfully passed all initial ISO 9000 accreditation audit as well

as all internal and external ISO quality audits

Education and Professional development

Concordia University - Business management certificate

1999

Concordia University - HR certificate in progress

In Progress

Hazardous materials handling, Various sales workshops, CQI and KPI

workshops, Train the trainer, Cargo security, ISO 9002 Implementation,

Internal quality auditor, Facilitation skills, Lead auditor accreditation,

Cong diement des employ es au Qu bec, G rer le changement, Droit du travail

et droit administratif, Finance for non financial managers, Miller Heiman

coaching

Professional Associations

Montreal traffic Club

CIFFA certificate[pic]

Contact this candidate