Manager Customer Service
Resume:
Michael Dresser
Independence MO 64056
Mobile: 816-***-****
**********@*****.***
Overview
As an energetic experienced and results driven trainer, mentor, coach and manager, I excel at pulling the very best out of my direct reports in whatever capacity they may serve. I sought strengths in others and used that praise to foster improvements in other areas. Being approachable and an extremely effective communicator, it allowed me to achieve the common goals of all the extensive, vast opportunities I have been entrusted with. This is a recipe for success that was handed down to me and I have shared with those willing to learn and grow. I have successfully mentored others. I have continuously sought process improvements with every position I have held. I look forward to replicating this in future endeavors. Professional Experience
Field Research Manager
Xceligent Inc.
July 2012 – June 2015
Screened, interviewed, hired and trained a 36 member team of Field Researchers in 30 national markets
Developed weekly metrics and monthly analytic reports measuring production of the workforce
Designed application tools for multiple service lines improving workforce efficiency by 20%
Increased company wide efficiencies as a member of a Core Team of Service Line Managers
Negotiated equipment acquisitions from multiple vendors reducing costs
Radically modified research tasks resulting in immediate production increases by 35% on average/market
Cross trained executive level new hires on Field Research
Continuous Product Development for proactive research ongoing research improvements Freelance Operations Consultant
August 2010 – July 2012
LNP Provisioning and Order Process (NPAC tools, ILEC Porting)
Tracking and managing orders end to end with various vendors
Set Top Box and Modem Interface Testing
Broadband and Ethernet Order Provisioning
Operations Management
Provisioning issues and resolution
Customer Support
Operations Planning and SLA compliance
Communication Operations II
Comcast Cable
May 2004 – July 2010
Monitored overall plant health and reported outages and escalations
Dispatched maintenance and service technicians directly related to plant outages
Resolved escalated trouble tickets related to outages, signal loss
Handled end to end broadband and Ethernet provisioning and logistics with vendors and partners
Managed SLA and projects with large order execution requiring internal/external coordination
Provisioned eMTA's or modems for Technicians, commercial and residential customers
Worked LNP (Local Number Portability) order processing for VoIP and UNE voice orders
Utilized NPAC (Number Portability Admin Center )tools, verified FOC (Firm Order Confirmation)
Managed dates from various ILECs (Local exchange carriers), switch access, etc
Handled complex LNP and order escalations
Managed and modified technical demands and quotas increasing trouble ticket resolution by 15% Fulfillment Manager
FCA International
September 1997 – July 2003
Reduced overall Programs Departmental budget by $15K/YR with process improvements
Managed warehouse employees responsible for fulfillment of orders
Directed shipping and receiving process for all parcels, LTL Freight and inventory
Created and managed departmental budget and cost structure
Completely redesigned the pick/pack/ship layout increasing overall production by 50% Education and Awards
Six Sigma Green Belt Training
January 2015
Comcast Cable - Circle of Success Award
February 2008
Advanced Certification in AutoCAD/Drafting – Mechanical and Architectural Fort Osage Vocational Training - May 1991
Skills
Ability to engage and lead team meetings
Ability to inspire, coach and develop others through a shared vision and purpose Proven leadership and team development
Lean Processing
Corporate Training
LNP Processing
Order Provisioning
Metrics/Analytics
Operations Management
Customer Relations
Problem Solving / Strategic Planning
Customer Service
Budgeting
Planning Product Management
Michael Dresser / Mobile: 816-***-**** / **********@*****.***
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