Customer Service Manager

Judith D. McEwen

**** ******* ****** ****, ********, New York 14568

585-***-**** Residence ****************@*****.***

A seasoned manager, with skills sets ranging from detailed execution of daily tasks and processes, to developing and implementing long term goals, objectives and strategies

Leadership and Management Experience

Operations Supervisor

2012-7/24/15 Durham School Services Rochester, New York

Responsible for supervising the driver and monitor workforce, and optimizing driver, routing and vehicle resources to assure a consistently high level of service and to maximize customer satisfaction.

Driver Supervisor

2010-2012 Durham School Services Rochester, New York

Supervised the driver workforce to assure that service was efficiently provided and that customer satisfaction was maximized.

Administrative Assistant

1998-2010 A&E Transport Rochester, New York

Provided support for front and back office processes. Acted as initial point of contact for internal and external visitors. Supported staff and line employees by ensuring the efficient management of information dissemination

Inventory Manager

1994-1998 Advanced Interconnect Manufacturing Rochester, New York

Managed the stock and parts vaults for the Eastman Kodak Company as a long term contract employee. Responsible for all inventory necessary for manufacturing wiring harnesses.

Shipping Manager

1991-1994 Eastman Kodak Company Rochester, New York

Managed the stock and part vault, issuing parts and raw materials, and assigning jobs for assembly. Receiving and packaging parts for shipping to external customers.

Assembly Coordinator

1979-1991 Bausch and Lomb Rochester, New York

Coordinated piece work assembly for the wire eyeglass frame line.

Leadership and Management Skills Sets and Accomplishments

Directing Employees in Complex Operations

Directed a workforce of up to 75 drivers and 125 monitors who provided special needs and head start transportation services for such high profile customers as the Rochester City School District, Action for a Better Community’s Head Start Program, and Monroe County’s Preschool Program.

Optimized transportation services and revamped customer service programs, which resulted in a renewal of a major home-to-school contract that was otherwise in jeopardy of being lost.

Judith D. McEwen

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Leadership and Management Skill Sets & Accomplishments (Continued)

Fiscal Administration

Implemented an attendance compliance system at Durham School Services for children whose revenue was generated on a per-trip basis. A major customer’s invoice disputes thereby declined by approximately 20 percent within a three-month period.

Collaborated with internal and external customers at A&E Transport, to design and implement a routing scheme by which children from multiple programs are transported together. Vehicle deployment was thereby reduced by approximately 25 percent vs. the previous school year.

Team Building

Designed a system of deadlines and procedures, in cooperation with Company leadership and customer officials that increased lead time for routing and maximized efficiency when routes were deployed. Service complaints decreased by 15 percent immediately after opening day, vs. the previous school year, after this system was deployed.

Developed and implemented a bus schedule notification protocol for parents. Telephone inquiries decreased by 30 percent immediately after opening day, vs. the previous school year, after this protocol was deployed.

Community

Emergency Medical Technician for the LeRoy Volunteer Ambulance;

Education

1992 Genesee Community College Batavia, New York

Associate of Applied Science. Grade Point Average: 3.75 of possible 4.0.

Phi Theta Kappa Honors; Dean’s List honors for each semester.

References

Excellent references are available upon request. Please refrain from any contact with present employer until after interview.

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