Customer Service Manager

Robert Wholf

***** ***** **** *********, ** ***** 847-***-**** ********@*****.***

Business Management Executive

Service Management ~ Client Services ~ Project Leadership

Project Management

Strategic & Tactical Planning

Team Leadership

Process Implementation

Customer Service

Business Development

Educated, experienced, innovative Business Leader with over two decades of experience providing solutions and implementing new processes. Demonstrated ability building effective teams and motivating personnel to achieve success beyond organizational expectations, consistently driving profit and organizational growth. Focused and detail-oriented with a proven track record developing new processes and providing superior customer service.

Career Progression & Key Projects

STERLING AUTOBODY Northbrook, IL 2001 -2014

Vice President (2007-2014)

Managed country-wide performance, responsible for business development, finances, and customer service.

Recognized for driving operational efficiencies

Improved customer satisfaction results

Reduced overhead whilst simultaneously improving operational performance

Territorial Manager (2001-2007)

Oversaw regional store performance including finances, customer experience, and daily operations.

Responsible for store operations across many stores in the eastern United States

Stabilized employee turnover at a number of locations.

Improved business relationship with primary customer.

Senior Manager, Product Operations (2000-2001)

Drove profitable growth across a territory of fifteen states.

Introduced new products to the market.

Enhanced existing company products, supporting sustained profits.

Senior Manager, Sales and Human Resources (1999-2000)

Provided consumer access through multiple channels at client information centers. .

Developed and implemented requirements and architecture to support call center licensing.

Created training curriculum specific to State licensing requirements

Administrative Manager, Senior Manager, Claims (1997-1998)

Responsible for daily operations and engagement of over 10,000 employees across thirty states.

Provided leadership, ensuring compliance with standard operating procedures and processes.

Implemented improvements with employees and customer satisfaction levels.

Reduced loss cost and operating expenses.

Robert Wholf, Page 2

Staff Claim Manager (1994-1997)

Promoted and transferred to reengineer direct repair program, managing 25-state territory and over 200 employees.

Developed and implemented best practices to enhance service and manage loss cost.

Drove an initiative to leverage state-of-the-art technology to manage a billion-dollar repair program as well as implementation of CSI measurements at the repair facility level.

Ensured favorable loss cost and customer satisfaction results also significantly reduced operating expenses.

Market Claim Manager (1990-1994)

Managed claim organization in Colorado, Wyoming, and Montana.

Initiated a “best in class” catastrophe management claim process.

Transitioned a multi-line claim organization into a specialized workforce, driving efficiencies and improving loss cost management.

Education and Professional Certifications

REGIS COLLEGE Bachelor of Science, Business Administration, cum laude

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