Customer Service Manager

Garry Horne

Resource Manager

Gadsden, AL

*****.*****.****@*****.*** - 256-***-****

A dedicated and enthusiastic manager, able to motivate teams to perform at their best in providing excellent service and

developing ongoing, profitable client relationships. Highlights

Cross-functional team management Operations management Staff training Inventory control

Supervision and training Managing large crews

Computer-savvy Dependable independent worker

Calm under pressure Troubleshooting

Complex problem solving Customer service skills

Authorized to work in the US for any employer

WORK EXPERIENCE

Resource Manager

Satellites Unlimited, INC - Birmingham, AL - June 2008 to March 2015 Managed team of 15 of professionals.

Developed department's first incentive performance plan which motivated staff and resulted in less than .5% of shrinkage for the entire company.

Defined strategy and business plan for their Return Authorizations that resulted in a decrease in lost revenue of around

$60K a year.

Increased profits by developing, initiating, and managing the daily operations for all locations company wide. Maintained accurate stock records by doing weekly spot counts and monthly audits for all locations. Conducted monthly, quarterly and yearly inventories of warehouse stock. Received incoming shipments and reviewed contents against purchase order for accuracy. Regional Manager

Satellites Unlimited, INC - Birmingham, AL - April 2006 to June 2008 Oversaw all the day to day operations for 3 to 5 locations that were in my region. Oversaw the development and launch of all new technicians and office admin. Boosted company efficiency through technology upgrades and process improvements such as continuous training and mentoring on all existing technicians and all the new incoming technicians. Identified inefficiencies and made recommendations for process improvements. Office Manager

Satellites Unlimited, INC - Birmingham, AL - June 2004 to June 2006 Was responsible for all the day to day operations at one branch location. Coordinated meetings with entire technician staff and served as main liaison between field operations and corporate

staff.

Conducted weekly and monthly safety meetings.

Responsible for all the hiring and interviewing for my location. Moved an office from the bottom 3rd of the company in daily completion percentage to the Top 3 in the company less than

6 months. They went from a average of 70%-75% to a 95%-98% daily completion in less than 6 months. Managed teams of anywhere from 30-50 technicians at a time. Satellite Technician

Satellites Unlimited, INC - Birmingham, AL - February 2004 to June 2004 Installed satellite TV systems in residences and businesses. Carefully explained all aspects of running the cable system to customers. Examined systems to locate problems such as loose connections and broken insulation. Maintained spare equipment and parts and managed inventory. Supplied technical and customer service support by phone and in person.

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