Customer Service Manager

WAYNE BOGART

**** * ***** **., ******, KANSAS ***61

H: 913-***-**** C: 913-***-**** *******@*****.***

PROFESSIONAL SUMMARY

Dedicated to continuous process improvement in the face of rapidly evolving and changing

markets. Extremely results-oriented and proactive in addressing and resolving problems.

Dedicated manager demonstrating effective leadership in all aspects of the job. Excels at cutting

costs and streamlining operations. Skilled manager with solid experience managing all levels of

multiple projects including budgeting and administration and staff management.

SKILLS

Operations management Complex problem solving

Project management Advanced critical thinking

Process improvement Quick learner

WORK HISTORY

FARMERS INSURANCE

Senior Agent Olathe, KS January 2012 - 2015

Communicate with internal and external customers about underwriting guidelines, policies and marketing

initiatives to service accounts.

Analyze, clarify and resolve policy and account related questions from internal and external customers.

Review problems and communicates with personnel to obtain information when necessary.

Act as a liaison between the agent and client by explaining processes, procedures and directing client issues to

correct person or department.

Field questions from customer service representatives and advise supervisor of any needs or issues therein.

Schedule, train, review work and distribute paperwork flow for customer service representatives.

Communicate complex technical information to agents, using written and/or verbal communication.

Heavy telephone contact with customers.

Meet minimum performance standards determined by Key Performance Indicators.

Work independently as well as within a team environment.

VANYON

Business Owner - Project Manager - Industrial Engineer Overland Park, KS January 2000 - December 2011

Full accountability for all operations, project management, P&L, marketing and sales.

Review, analyze and develop data structures for a Customer Support team for 8,000 user ISP.

Develop Leadership and Strategic direction of company.

Develop and implement new website for commercial business.

Upgraded a network, replaced outdated servers with upgraded models and configured the networking software.

Provided troubleshooting for communication software, upgraded backup system, and worked with ISP to resolve

network conflicts.

Turned around a lagging project for the county Tax Collector and Appraisals offices, developed a project plan

with time line and task list, and initiated documentation for program functionality and user training.

Oversaw direct reports and a staff, established a budget / P&L, reviewed telecommunications costs, identified

cost overruns and implemented service fee's.

Define project objectives, scope, responsibilities and tasks associated with project.

Maintain project documentation and insure consistency between projects.

Provides detailed resource cost analysis for each project.

Manage projects from initiation through to closure-on time and within budget.

Turned an under-performing 6,000 - customer ISP division into a profitable 8,000 - customer business.

Reversed monthly deficit of $24,000 to profit of $18,000.

Facilitated profitable Multi-Million Dollar sale of Business Division.

BLOCKBUSTER

Operations Manager Mckinney, TX June 1996 - December 1999

Managed operations of the 810,000 square foot built to suit operation of 85,000 SKU-count warehouse.

Project Manager for the consolidation of seven area warehouses into the new facility.

Managed the installation and the startup of the sorter, automated assembly and packaging equipment.

Hired and trained 10 shift managers and 250 hourly employees for the new 24/7 operation.

Successfully deployed an $18 million high-tech sorting system.

Reduced direct labor costs by $60,000 per month.

Started operations without interrupting 4,000 weekly shipments.

SARA LEE

Logistics Manager Los Angeles, CA September 1992 - June 1996

Determined the most cost-effective procedures and routes for shipments.

Translated business needs and priorities into actionable logistics strategies.

Managed shipment schedules to maximize productivity and cut costs.

Cultivated a positive rapport with fellow employees to boost company morale and promote employee retention.

Recommended investments in technology, capital, equipment systems and other assets to improve service and

quality.

Wrote reports and gave presentations to keep employees up-to-date on company goals and achievements.

Managed 2 locations with 6 direct reports and 150 hourly union members that serviced 38 depot locations.

Reorganized transportation schedule and rates to improve delivery performance and profitability.

Negotiated leases for new and existing depots/warehouses.

Reduced transportation cost by outsourcing transportation to a 3PL provider.

Reduced store delivery time for perishable goods.

Improved on-time performance levels from 76% to 98%.Enhanced fleet maintenance levels from 81% to 94% and

cut costs.

Restructured transportation and shipping departments, saving $400,000 in annual labor expenses.

FRITO-LAY INC

Warehouse Supervisor Modesto, California June 1988 - August 1992

Directed and managed a shipping staff.

Project work included direct labor productivity, capital expenditure, new product start-up, workflow planning;

and manufacturing variance analysis.

Interviewed, hired and trained warehouse personnel.

Recruited from within Frito-Lay for the start-up team that developed the training programs, performance goals,

policy and procedures of the companies most technologically advanced full mix warehouse operation.

Expert trainer on the Warehouse Management System (real-time inventory control system).

Supervised the construction and installation of equipment.

Customize the Warehouse Management System to increase the response times to the RF units, which decreased

search times, and improve overall system usability.

Worked closely with inventory planning to obtain the best change-over of the product lines.

Reduced plant production waste by implementing computer-tracking models.

Recruited from Kansas State University in 1988.

EDUCATION

B.S Industrial Engineering Technology

Kansas State University

Manhattan, Kansas

B.S Mechanical Engineering Technology

Kansas State University

Manhattan, Kansas

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