Manager Customer Service
Resume:
John Patrick McGill
South Elgin, IL 60177
**********@*****.***
SERVICE MANAGER
A strong self-motivated leader with a proven track record of achieving accurate and timely results in Customer Satisfaction, Profitability and driving KPI’s in a positive direction. Strong communication and interpersonal skills providing team members ongoing training, mentoring, clear vision and practical direction to ensure they can build professional and trusting relationships. Electro mechanical skills. Effective leadership by focusing on clear performance metrics, skilled in developing reports and presentations to help build employee effectiveness. An approach to the job with unmatched levels of energy, enthusiasm and integrity, recognized ability to motivate teams to strive for success.
EDUCATION
Masters of Science in Management, National-Louis University, Evanston, IL, 1994
GPA 4.0. Thesis covered workgroups, customer satisfaction and productivity.
Bachelor of Arts in Management, National-Louis University, Evanston, IL, 1992
GPA 3.9. Research paper completed on inventory management, repair time and productivity.
Certificate in Electronics, Harper College, Palatine, IL, 1981
GPA 3.9. Research paper completed on inventory management, repair time and productivity.
EXPERIENCE AND ACCOMPLISHMENTS
Precor, Regional Service Manager 2014 –2015
Remotely managed the activity and performance of Independent Service Providers for the central region of the United States and Canada to insure world class service for Precor customers.
Increased customer satisfaction rating to over 95%.
Developed and delivered key metrics for servicers by visits with each ISP.
On boarded new servicers in key locations to meet customer and sales demands.
Decreased turnaround time by developing proper levels of inventory for each servicer.
Sizewise, Operations Manager 2013 - 2014 Managed a warehouse rental operation that covers the Midwest Region of hospital medical equipment and beds. Account management, inventory, repairs, deliveries and demos are performed in the region.
Sears, Technician Service Manager 2007 – 2013
Managed a staff of 25 A&E technicians who repair washers, dryers, cooking, dish and refrigerators in a union environment.
2012 brought last place team ranked 95 to 19 year to date at year end.
Performer of the Year for 2011. Number 1 tech manager in the region out of 94.
Obtained #1 Customer Satisfaction rating in the country for team managed.
Developed and successfully launched preventative maintenance Techs to reduce expense.
Bally Total Fitness, Director of Fitness 2006-2007
Managed staff of personal trainers and developed training programs for clients.
Life Fitness, Technical Service Manager 2003-2006
Managed staff of 8 persons that included technical support representatives in two locations (national and international), technical writer and trainers for cardio and strength equipment. Designed and launched national training program for technicians, installers and call center to increase efficiency of each group.
Redesigned and published service and parts manuals for clarity and ease of use.
Launched Customer Relation Management software package that included knowledge base and internet part ordering capability to reduce call center staff by 25%.
Participated as a team member in the design and launch of a plethora of new products.
Life Fitness, Central Region Service Manager 2002-2003
Managed staff of 14 Life Fitness service technicians located through out the Midwest and 20 independent service technicians.
Increased productivity of technicians by 20% by holding them accountable for repair standards.
Revamped service operations manual for ease of use and clarity to clear up mass field personnel confusion on standard procedures.
Created contract-selling booklet and training program to increase sales by 15%.
Created and published national newsletter to help boost morale through participation.
Loewen Windows, Assistant Branch Manager for US operations 2000-2002
Managed staff of 15 that included administration, accounting, customer service, distribution, parts, transportation, service, warehouse and human resource staff. Sales were in excess of 40 million dollars.
Re-engineered and documented standard operating procedures which virtually eliminated invoicing and billing errors.
Established customer service group resulting in more effective use of territory managers’ time and improved handling of customer sales.
Researched and implemented a new medical policy resulting in a $50,000 annual savings. Recovered over $20,000 of invoicing errors by stringently analyzing vendor invoice files.
Keller Graduate School of Management, Adjunct Faculty. 1998-1999
Instructor of Business Quality
Oce USA, Manufacturing Manager 1995-2000
Manager of electro-mechanical production lines, remanufacturing, production control, warehouse, asset recovery and quality control . Managed over 100 employees.
Tripled production output by instituting sweeping changes while reorganizing and revitalizing the remanufacturing operations.
Achieved ISO 9000 certification, increasing marketability of products.
Reduced inventory by $200,000 by instituting JIT procedure.
Developed and gained new model certification for factory produced copiers, which enabled the U.S. to remanufacture product and increase profitability by hundreds of thousands of dollars annually.
Created self managed work groups that established employee involvement and increased productivity by 100% while improving attitudes and morale.
Introduced statistical process control to the manufacturing line, which provided early error detection and reduced waste.
Instituted unique technician training program which improved quality and cut production time by 25%.
Xerox Corporation, National Maintenance Center Manager. 1977-1995
Managed a depot repair facility, which performed repairs on Apple, IBM, Compaq and Xerox computers, various printers, facsimile machines and copiers with repairs to the component level. Budgeted revenue and expenses for a profit/ loss service center. Managed national inventory of $1.5 million with two hubs and four remote facilities. (1986 - 1994)
Launched service express program, which decreased downtime to customers by 5 days and dramatically improved their satisfaction.
Created and launched internal lap top computer repair program saving thousands of dollars and decreasing down time of technicians from 5 days to 1.
Installed and trained remote facilities on SCBS software billing and inventory software improving efficiencies of the centers.
Developed national MIS package to measure customer satisfaction, productivity and inventory usage of the centers.
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