Customer Service Manager
Resume:
Clifton E. Rowden Jr.
Carpentersville, IL. 60110
Home 224-***-****
Cell 224-***-****
www.linkedin.com/pub/clif-rowden/7/295/473/
Employment Objectives: Desire to obtain a position where my years of experience as Customer Service Manager, Division Operations Analyst, Territory Service Manager (ATM, Financial & POS Equipment) and Field Technical Specialist would be put to use to attain a common goal of success and continued growth.
Experience:
Jun 2015 – Present Ricoh-USA
Field Technology Services Manager
•Provide daily direction and support to team of 15 technicians to ensure delivery of timely, cost-effective, and quality product service to end user customers.
•Ensure a high level of external customer satisfaction.
•Enable and maintain a positive and productive work environment.
•Spend a minimum of 60% of time in Field reviewing technician's work habits/customer interactions.
•Provide leadership and guidance to improve technician's territory management skills, overall technical skills and customer relation skills through scheduling of appropriate training.
•Organize resources (headcount) and work assignments to gain maximum efficiency and job enrichment.
•Provide timely response to customer inquiries and complaints and ensures compliance with agreed upon customer requirements.
•Work with assigned accounts reporting overall performance, promoting Ricoh solutions and Ricoh Value proposition.
•Inspire and motivate team members to deliver excellent customer service through the ON-Track performance management program.
•Prepares and delivers timely and accurate performance appraisals for all direct reports.
•Maintain positive and productive relationship with other functional groups.
•Provide counsel, direction and opportunities to employees to assist in improving their performance on current job and preparation for future responsibilities.
•Ensure maximum service profitability through monitoring and management of parts consumption and departmental expense.
•Provide proper direction to support team/District achievement of service goals and objectives including all productivity KPI's.
Jan 2005 – Jun 2015
Illinois Wholesale Cash Register
Customer Service / Depot Services Manager
Develop & implement customer service department
Implementation & planning for each new customer
Develop and maintain working relations with key customers
Respond to customer opportunities, issues and complaints in a timely manner
Establish reporting practices for Depot Services & Warranty entitlement
Monitor turnaround times
Vender Management
Advise customers about depot service offerings and service delivery, including maintenance agreements and SLAs
Analyze performance statistics and develop action plans to improve quality.
Direct contact for major accounts (Express Stores, Toys R Us, Trader Joes, Aldi’s, Meijer & In & Out Burger)
Aug 2004 – Nov 2004
NCR Corporation, Itasca, IL
Business Operations Analyst – Midwest Division
Investigation and Analysis: Research and analyze operational effectiveness through interviews and metrics and provide input to management team to drive improved results.
Metrics: Track and document key performance indicators.
Writing: Author and edit user documentation, procedures, and instructions.
Projects: Create project plans, estimate project costs, and coordinate project activities.
Developed reporting and action plans for First Visit Resolutions, MTTR and Daily CSR Activity.
July 1998 – Aug 2004
NCR Corporation, Itasca, IL
Territory Field Service Manager, (ATM & POS Equipment) NCR WCS Chicago Region
Customer Relations
Develop and maintain working relations with key customers in designated territory. Managed $13.4M of Annuity Service Revenue along with $900K T&M services.
Manage 10-15 Field Customer Service Associates
Maintain history of Fleet Vehicles
Assure CE’s Personal Parts Kits are accurate to properly support call volumes on specific equipment.
Advise customers in regard to service and service delivery, including maintenance agreements and Response & Resolve SLA’s.
Respond to all customer opportunities, issues and complaints in a timely manner.
Responsible for Service Account Management of Tier 3 customers with annuity $750K or less.
Develop relationships and interact with internal customers (Service Account Managers, Analysts, Customer Advocates, Service Implementation Managers, FSC Service Coordinators, etc.).
SLA Performance
Monitor SLA performance against target for territory.
Perform root-cause analysis and enact preventive measures for repeated escalations.
Analyze issues for missed targets and implement corrective actions.
Solve escalations due to resource problems (e.g., disciplinary and soft-skills issues) in collaboration with the FSC Service Coordinator.
Financial Management (impacts the P&L)
Promote and manage time-and-material (T&M) activities.
Manage expenses effectively (overtime, parts, and assets).
Manage parts usage and service parts returns including surplus stock, loaned parts and PPK adjustments.
Contribute to the review and revision of appropriate parts inventory levels.
Manage accounts receivable issues.
FSC Coordination
Support the FSC Service Coordinator in managing SLA performance.
Consult with the FSC Service Coordinator on service delivery escalation, both proactive and reactive.
Consult with the FSC Service Coordinator on the best of use of resources from the territory.
March 1982 – July 1998
NCR Corporation
Customer Service Engineer, Grand Rapids, MI
Performed field maintenance, troubleshooting and installation of various types of NCR products.
Team Leader
Territory Specialist – Pizza Hut
AR Collections
Revenue Assurance
File Value analysis
Customer assignments
Local IT support for CE base
Quality Council Member
KRA Development Team ( Salary Review Key Indicators )
October 1977 – October 1981
United States Air Force, Rank E-4 Sergeant, Inertial Navigation and Computer Specialist:
Performed field maintenance and repairs on the Lockheed C-5A Delco Inertial Navigational System and MADAR (Malfunction Detection Analysis/Recording System).
Assigned to be in charge of Phase Inspections of aircraft as an E-3, a position usually held by E-5 or higher.
Quality Control Inspector as an E-3, usually held by an E-7 or higher.
Launch Team Specialist
Software:
MS Office Suite
MS XP Pro
NetSuite ERP
Sage Pro ERP
Business Objects – InfoView Enterprise Data Warehouse
Business Objects - WebIntelligence
ESRI – ArcView 9.0 GIS
Microsoft Map Points
ASTEA – Dispatch-1
ASTEA - Accounts and Billing
Education towards BS Degree – Business Administration
Currently preparing for ITIL Certification
Ferris State University, Big Rapids, MI.
Wesley College, Dover, DE.
Community College of the Air Force, Dover, DE.
USAF Technical Training, Biloxi, MS.
Grand Rapids Community College, Grand Rapids, MI.
Civic Organizations:
Kalamazoo Jaycee’s
Publications Director
Secretary
Assistant Community Service Director
Village of Mattawan
Planning Commissioner
Holland Weed & Seed Program
A program of the Federal Department of Justice.
Neighborhood Steering Committee Panel
Neighborhood Block Watch Captain
Liaison to Holland Township Board and Planning Commission
Development team member for the Macatawa Resource Center.
Providence Point Home Owners Board Member
2011-Present
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