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Customer Service Management

Saint Paul, Minnesota, United States
October 06, 2016

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**** ******** ***** #*** *****, MN Phone: 651-***-**** Email:


Administrative Operations * Account Management * Excellent Communicator * Customer Service Highly-motivated and performance focused Program and Administrative Management Professional with over 20 years of business operations, fleet management, program management, data analysis, policy administration, and customer service delivery experience. Develop procedures to streamline operations and achieve cost savings for major national insurance providers. A strategic problem solver and decision maker; excel at managing competing and evolving priorities in fast-paced environments.

Demonstrated ability to improve processes and manage implementation efforts that meet program, resource, and time requirements. Identify/resolve complex issues. Learn new systems quickly.

Exceptional interpersonal communication skills, including proficiency in report writing and project documentation. Deliver exceptional customer service. CORE COMPETENCIES

Client Relations/Account Management Database & Communications Management Conflict Resolution

Vehicle Fleet Management Fleet Maintenance/Serviceability Program Oversight

Research/Analysis/Documentation Business Operations & Management Project Management

Fleet Management Tools & Technology Exceptional Customer Service Analysis & Feasibility

Transportation Laws & Regulations Training/Briefing/Mentoring Organization & Prioritization

Strong Verbal & Written Skills Spreadsheets/Report Writing/Scheduling Policy Administration

Data Entry/Automation /Technology Facility/Building Management Quality Assurance/Control PROFESSIONAL CAREER EXPERIENCE


United States Automobile Association - Colorado Springs, CO Program Manager: Oversaw Vehicle Fleet Management and Facility Management programs at the Colorado Springs Campus for a global premiere provider of insurance, banking, and investment products. Operations Management:

Due to proactively identifying tire deterioration and engine maintenance concerns in Catastrophe Response fleet - asked to oversee/manage the vehicle fleet; urgent response trailer, and You-Drive-It fleet.

Managed scheduling/processing of UDI vehicles for internal corporate customers. Controlled maintenance and rotation programs. Processed reservations and ensured vehicles were serviceable.

Evaluated current operations; developed tools to improve vehicle maintenance and fleet rotation which resulted in increasing the utilization of each vehicle and the resale opportunity.

Created/implemented procedures that guided corporate fleet customers to care for, and use a variety of vehicles in adherence to local driving laws and corporate policy. Enforced environmental responsibility, fuel saving practices, and defensive driving practices. Increased safety across the local organization.

Assisted walk-up customers with departmental requests for services. Over staffing for customer service department. Maintained customer requests for reporting/statistics. Administrative Management:

Utilized MAXIMO maintenance system to support workflow; ensured timely dispatch, close-out and reporting. Managed preventive maintenance/repair work orders. Conducted follow-up on outstanding work orders.

Maintain UDI fleet status reports and vehicle condition reports to include vehicle registration and licensing.

Established/supervised Car Pool Program; collaborated with San Antonio office to maximize fleet pool.

Led Trip Reduction Program for Colorado Springs campus. Processed disposal of vehicles.

Led jet shuttle communication and driver service support effort.

Took on implementation of the GEOTAB monitoring system being placed in fleet vehicles for employee safety. Assisted DTZ / ABM with reporting within MAXIMO.


Facility Management:

Controlled and managed internal real estate for numerous multi-functional departments within a 430k square foot facility. Coordinated and elevated office space requisitions. Participated in planning functions.

Planned/coordinated with mechanical, electrical, and industrial engineers regarding support capabilities for departments. Analyzed blueprints to determine space requirements. Allocated real estates based on priority.

Processed requests for building services: repairs, work orders, change orders, and office set-up.

Serviced and coded Janitorial flat file invoices. Monitored security at all times. During tenure - received three on-the-spot bonuses and numerous accolades from management, co- workers, VPs, CEO, and satisfied customers.

Earlier Career:


State Farm Insurance - Woodbury, MN

Provided administrative support and managed automated mail cart fleet system for a nationally recognized provider of insurance and financial products.

Expertly maintained 300 cars/fleet vehicle reservations for over 1,200 internal customers daily. Organized/ scheduled company vehicles and managed receipts and report reporting.

Controlled mail processing and in-coming distribution for 600 agents.

Processed company cancellations and on-pay cancellations. Worked closely with Postal Operations. EDUCATION

Coursework in Occupational Therapy at St. Mary’s Junior College - Man Graduate - Murray High School - St. Paul, MN


Participated in tours of military base and Air Force Academy for guests. Asked to play Mrs. Claus in the USAA Parade twice a year in support of the military community. Served as Liaison for the Catastrophe and Response Teams.

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