Customer Service Manager

PATRICK EBERHARD

**** *****, ********** ** ***** 432-***-**** Pebe2231@ yahoo.com

SUMMARY

A Marine Veteran with six years of management experience, seeking employment with a reputable company that will challenge me. Goal driven and detail oriented accustomed to working in challenging environments. Skilled Operations Manager talented at improving team performance through innovative management techniques offers thoughtful, comprehensive and constructive feedback to staff members to promote productivity and company loyalty. Posse's solid interpersonal and relationship building skills, in addition to excellent written and verbal communication. Open to all drug and background screening where applicable.

EXPERIENCE

Adecco Staffing, Burlington, NC

Client Services Manager 2016 – Current

Branch Manager Managed the process of recruiting and hiring branch sales and service staff. Coaches staff in sales and customer service techniques. Provides development and career opportunities for branch staff.

Schedules and conducts regular staff meetings. Audits and monitors the activities of the staff to ensure the branch(s) are providing optimum service levels. Conducts performance evaluations and prepares developmental plans for branch staff in a timely manner.

Monitors the branch’s workers’ compensation and unemployment claims to minimize the Branch’s exposure and resulting expenses. Ensures that all federal, state, local notices and licenses are current and posted.

Develops and implements branch revenue and expense forecasts. Establishes a budget and assist with the development of short and long range growth plans for the branch(s).

Emphasizes quality and service.

Identifies opportunities for further growth of existing accounts.

Develops and maintains knowledge of economic trends and changes affecting local businesses. Maintains records of competitors in the area that display their respective shares of the market, locations, services and benefits offered.

Set and monitors pay and bill rates based on skill categories. Ensures proper credit references are obtained and client credit limits are established according to guidelines. Performs collection of all outstanding accounts receivable.

Set own priorities, schedule day’s events, make cold calls, prepare and give formal presentations.

Managed multiple tasks and meet deadlines. Able to handle multiple problems simultaneously.

Excellent problem solving, organizational, interpersonal and motivational skills.

Continuously improved processes and procedures.

Enterprise R-A-C, Burlington, NC

Branch Manager 2013 – 2016

Manage overall branch operations and supervise the management team

Develop overall branch business and operational strategy

Oversee the development and maintenance of the Branch operational plan

Manage the efforts of Branch employees in providing a high level of customer service

Evaluate customer service performance of Branch employees

Proactively seek process improvement to ensure high quality customer service

Supervise and coordinate the efforts of the Branch management team

Establish overall training and development strategy for Branch employee

Supervise, mentor, train, coach, evaluate and develop staff

Provide continual feedback regarding employee performance; meet with personnel to monitor Sales goals and overall performance

Conduct and/or participate in the recruitment, interviewing and hiring of branch employees

Prepare effective and timely employee reviews and oversee the review process

Evaluate, document and confer with management team regarding employee performance

Administer and/or recommend disciplinary action, promotions, transfers and/or other personnel

Investigate/resolve employee complaints

Sales and Marketing/Financial Performance

Develop overall sales and marketing strategy for the Branch

Plan for future growth of Branch

Call on existing and potential customers to develop business

Accompany other employees on marketing visits for training purposes

Manage branch receivables, including negotiating payment

Review and analyze reports, financial statements and billing

Fleet Management and Maintenance

Develop overall fleet strategy for Branch

Plan and oversee management of the fleet

United Parcel Service, Midland, TX

Operations Supervisor 2011 – 21023

Managed the production of thousands of packages a night.

Responsible for meeting all Logistical deadlines.

Implemented training for new hires and approved payroll and time off Enforced safety and health regulations.

Responsible for making sure that center was compliant with OSHA, FAA and DOT.

Adhered to Union policies as well as disciplining employees when necessary.

Managed over forty drivers on the road and a team of twelve at the center.

United States Marine Corps, Camp Lejeune, NC

Marine 2007-2011

Received vast amount of leadership training and teamwork skills to accomplish a task no matter any situation.

Received training many computer based systems and how to asses risk in different situations.

Very good at reading and interpreting a map.

Conducted inventory for the battalion Conducted many successful training events in country while apart of the

Battalion operations unit worked in the Operations part of the battalion while in garrison.

Scheduled Marines in the battalion to complete pre-deployment training, post deployment training

One successful deployment to Iraq in 2008, conducted over 200 successful convoy missions

Lead a team of Marines to conduct operation in the local city, Managed relationships with the local city.

Trained Afghan National Army soldier’s

Honorable discharge March 2011.

EDUCATION

UTPB, Odessa, TX

BBA Management Graduate 2016

Midland College, Midland, TX

Associates of Arts in General Education 2012

United States Army Survey School, Lawton, OK 2009

Survey Certification

United States Marine Corps, San Diego, CA 2007

Graduated Boot Camp

Fire Direction Control

Lee High School, Midland, TX

Diploma 2006

AWARDS

Homeland Defense Medal 2007

Iraq Campaign Medal 2008

Certificate of Accommodation for Iraq Operations 2008

Afghanistan Campaign Medal 2009

Combat Action Ribbon 2009

NATO Security forces medal 2009

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