Customer Service Project

Stephen Torres

916-***-**** • **************@*****.***

Operations Manager/Project Coordinator with 8+years of successful experience organizing, developing and managing projects. Proficiency includes developing and implementing processes to improve consultant contracts, leases and agreements.

Summary of Qualifications

Experienced in establishing schedules and implementing policies and procedures for assigned projects to improve and enhance departmental coordination and customer service

Proficient in developing and managing project budget and making purchasing decisions associated with the implementation of project

Skilled with regard to principles and practices of project assessment and implementation including contract administration, budget management, accounting and financial analysis

Successful in determining feasibility and cost of requests for services and proposed projects, preparing budgets, cost estimates and project schedules for projects

Professional Experience

Operations Manager, American Residential Services, Rescue Rooter (2007-Present) 2010-Present

As Branch Safety Coordinator, reduced claim expense by 60% over 2 years

Initiated project packet process, resulting in increased gross margin 6% on project work

Implemented “Happy Call Program”, which reduced corporate complaints by 85%

Recruited and trained top performing sales staff, resulting in increased revenue of 28% over a two-year period

Successfully manage and control direct labor costs to increase jobsite efficiency and profitability

Supervise 40+ employees including hiring, disciplinary and corrective action when necessary

Manage fleet of 40 vehicles, schedule maintenance and perform safety inspections

Commercial Account Rep, American Residential Services, Rescue Rooter 2007-2009

Quoted and sold largest revenue and profit producing project, resulting in $100,000 in revenue and $55,000 in gross profit

Managed subcontractors, workmanship standards and ensured optimum output and controlled job costs through project planning

Prepared, quoted and presented preventive maintenance service contracts and project bids

Liaison between field personnel and clientele; ensured high level of customer satisfaction and retention utilizing CRM database

Sales Consultant, U.S. Financial Services 2005-2006

Partnered with loan officer by attending client visits and co-managing the loan documentation and loan funding process resulting in average loan closing in 28 days

Developed sales call strategy that resulted in achieving top loan originator award within first month of employment

Established effective partnerships with appraisers improving overall loan processing time

Developed strong relationships with financial lenders in order to maximize benefits to borrowers resulting in high levels of client satisfaction and referrals

Education

Bachelor of Science in Business Administration Minor: Real Estate & Land Use Affairs

California State University, Sacramento, CA 2006

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