Customer Service Manager

CARL B DAVIS

**** ******* ***** ** • Bremerton, WA 98311

*************@*****.*** • 360-***-****

SUMMARY

Extensive experience operating and coordinating repair and maintenance work on electronic/electromechanical equipment. Areas of expertise include managing data and administrative processes; providing customer service and support; planning and estimating equipment repairs; obtaining bids and procuring equipment/supplies; managing supply and equipment inventories; scheduling and coordinating work teams for multiple locations; hiring, training and supervising team members; ensuring quality of work and compliance with policies and procedures. Computer: Microsoft Word, Excel, PowerPoint, Access, Visio, SharePoint, Project; proprietary customer relationship management systems.

WORK EXPERIENCE

University of Washington, Seattle WA 06/2015 – present

Program Support Supervisor 2

Provide program and administrative support for Facilities Services. Promote excellent customer service through effective, courteous and professional interactions with clients, colleagues and the campus community.

Process work request tickets, provide customer follow-up on status inquiries.

Initiated job postings, coordinate interview schedules and facilitate employee onboarding.

Prepare correspondence, records, reports, forms, and other material for the Zone Manager.

Create and maintain employee records.

Manage Zone Manager and conference room Outlook calendars.

Comcast Cable, Bremerton WA 06/2006 – 04/2015

Installation/Repair Supervisor (01/2012 – 04/2015)

Supervised and trained team of up to 14 cable installation technicians; managed tool and supply inventory; scheduled technicians’ training and customer care follow up visits.

Trained technicians on new products, best practices, safety, company policies and benefits.

Monitored technicians’ job performance and conducted job performance evaluations.

Investigated and resolved logistical and technical customer care issues.

Authorized and issued account refunds and credits where appropriate.

Arranged transportation for 40+ team members for offsite product trainings and special events.

Scheduled and coordinated emergency and preventative vehicle maintenance.

Investigated vehicle and on the job accidents; performed safety reviews.

Technician (06/2006 – 01/2012)

Installed, troubleshot and repaired video, telephone and internet service for home and business.

Completed an average of ten services call each day.

Initiated and completed voluntary online education of products and services.

US Navy 1986 – 2006

Repair Coordinator, Nuclear Regional Maintenance Department, Bangor, WA (08/2005 – 06/2006)

Coordinated project management activities between an engineering crew, 30+/- customers and eight repair shops to complete time sensitive repairs to electromechanical equipment and components.

Prioritized and scheduled repairs; resolved scheduling conflicts.

Reviewed procedures to ensure adherence to policies and technical standards.

Advocated for customers’ needs for additional scheduled work, support, training and services to complete scheduled work on time and urgent repairs within one week.

Lead Administrative Assistant, Intermediate Maintenance Facility, Bangor WA (05/2003 – 08/2005)

Provided administrative support to a 325-person repair department; fielded and routed phone calls and messages; managed paper/electronic files; ordered office supplies.

Developed MS Access database to track multiple data sources for reporting on personnel’s status on approaching milestones, deadlines and certification expirations.

Reviewed, proofed and wrote award submissions and administrative memos.

On-boarded new employees; provided career counseling and wrote performance evaluations.

Rotating roles (1988 – 2003)

Work Center Supervisor

Supervised work centers ranging from 15 to 40 personnel; monitored $65K to $325K supply budgets; managed parts inventory and tracked delivery dates.

Organized and streamlined inventory; improved parts availability.

Quality Assurance Coordinator

Managed training and administration of QA program for 100 personnel.

Conducted Quality Control checks for 150 controlled work packages.

Prepared and conducted hands-on field training and classroom PowerPoint training.

Mechanical Job Planner and Estimator

Researched, planned and estimated technical requirements; created work documents for mechanical equipment repairs.

Prioritized and completed flow of 10 to 25 simultaneous work assignments.

Procured materials from supply system and directly from external suppliers; obtained quotes and availability; initiated expedition of time sensitive materials.

Technician Nuclear Propulsion

Operated, maintained and repaired mechanical nuclear and steam plant systems and components.

Organized, played and coached two division basketball teams.

Supervised and conducted physical readiness testing program.

EDUCATION

Masters in Business Administration, University of Phoenix 2015

Bachelor of Science Computer Information Systems Chapman University, Bangor, WA 2009

Associates Arts Business Administration El Reno Jr. College, El Reno OK 1986

VOLUNTEER ACTIVITIES

Upwards Youth Basketball, Bremerton - 3 years

Comcast Cares Day - annual volunteer, community help (cleaning, gardening, building and painting for 501C organizations) - 5 years

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