Customer Service Manager

Professional Summary

Core Qualifications

Accomplishments

Experience

MICHAEL ROBINSON

***** *** **** ****, *** Glen, Ca. 92399 H: 909-***-**** C: 909-***-**** ***********@*****.*** A results oriented, accomplished District Manager with track record of successful strategic / tactical leadership. Effective under pressure with ability to multi task and remain focused while exceeding goals. Customer-focused with Client Services / sales experience and excellent organizational, time management and presentation skills coupled ability to travel on short notice. Six Sigma trained manager with impressive communication skills who can develop and motivate staff through recognition and accountability. Also expert in complete P&L, customer and account generation/retention, logistics (cycle count), performance metrics, six sigma process, inventory and vendor management. Strong interpersonal communication

skills

Performance Metrics tracking using

DMAIC

P&L Plan and Forecast

Human Resources Management

Team builder and natural leader

Margin improvement through cost

reduction/improved revenue.

Collaborative

Conflict Resolution

Sales Closing

Six Sigma DMAIC / trained.

Computer: Microsoft Excel, Word,

Powerpoint, Outlook, AS400, Oracle

CMS, MAC os, IBM DB2 QMF, Khalix,

SalesForce.com, Improveit!360.

Exceeded the 2013 Revenue Margin Goal of 35.4% at 43.6% (8.2%) at close of August 2013.

Exceeded the 2011 revenue goal of 31.4% at 35.1% (profit goal of $1,691,393 actual

$1,995,172)

Acted as one of 10 new District Managers for a new start up "Barrier Division" which required hiring and training new vault technicians, establishing new P&L objectives, realignment of technician assignments, and introduction of Six Sigma performance tracking methods.

Team of The Year 2004 for best performance metrics and financials. Team of the Year 2007 for best performance metrics and financials. Point Project Manager on electronic lock transition on Bank of America ATM's which resulted in staff and cost reduction of 35%.

Appointed to Vice President and District Manager Field Service Bank of America on August 1, 2001.

Project Manager / Consultant May 2014 to Current

Eaglelift Inc Rancho Cucamonga, Ca.

Provide building and infrastructure soil/foundation settlement solutions for commercial, residential and public sector customers including but not limited to Department of Transportation, Cal Trans and City / State entities. Solutions include lifting and stabilizing building foundations, public and private roadways through the use of the Uretek 486 Geo-polymer coupled with helical and push piers where and when applicable.

Provide the customer base with"one stop solution" for all foundation / soil settlement issues.

Education

Other Skills

District Solutions Manager Jul 2009 to Dec 2014

Diebold Inc Suite, CA

Managed 30 Full Time Vault/Lock Technicians in California, Arizona, Nevada and Hawaii.

Responsible for P&L, performance metrics, customer service review, customer contract renewal, vendor / sub.

contractor, management and inventory management.

Significant customer base includes but not limited to Chase, Bank of America, Wells Fargo Bank, Bank of Hawaii and the US Postal Department. Customer Relationship Manager Feb 2008 to Jul 2009 Diebold Inc CA

Responsible for service maintenance contract renewal for Regional Banks and Credit Unions in California, Nevada and Arizona.

Met with Regional Financial Customers in California, Hawaii, Nevada and Arizona to ensure overall customer satisfaction was met and provide solutions ongoing. Worked in tandem with Diebold Sales staff in presenting customers with options on their ATM, Alarm and Vault maintenance contracts while at the same time drive reduced contract discounts in an effort to improve revenue. Received EXCEEDED rating on performance review for this period. Was promoted to District Solutions Manager 7/2009. Customer Service Manager Feb 2001 to Feb 2008

Diebold - 402 S. Milliken Suite D CA

Managed 20 second line atm, alarm and vault technicians while managing 15 first line ATM Servicers and First.

Line Supervisor.

Responsible for complete P&L, performance metrics and customer meetings and satisfaction.

Received Exceeded rating on performance review and promoted to Customer Service Manager 2/2008.

VP District Manager Feb 1994 to Feb 2001

Field Services Bank of America San Bernardino, CA Managed 12 second line atm, alarm and vault techs and 8 first line atm servicers. Responsible for performance metrics, customer meetings and cost control. Appointed to VP in August 2001.

Bank of America's Field Services Division and staff were acquired by Diebold Inc in 2001.

Telecommunications

Pasadena City College Pasadena, CA, USA

Telecommunications Obtained Class 1 FCC license.

High School Diploma

Royal Oak High School Covina, CA, USA

KPI (key performance indicators), Inventory control (cycle counts), Negotiation (contract renewal and sales), multi tasker, calm under pressure, intuitive nature, positive, likable but firm demeanor.

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