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Manager Customer Service

Location:
Valencia, California, 91354, United States
Posted:
October 09, 2016

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Resume:

Chauncey Davis

***** ****** *** **** **. Valencia, CA 91354 661-***-**** acwzds@r.postjobfree.com

Executive Summary

Commitment Leadership Integrity

An innovative results driven leader with a proven record of success and a demonstrated ability to effectively lead, improve and motivate an organization. A visionary and planner who is focused on achieving exceptional results and building partnerships with key decision makers. Experienced in operations, business development, financial analysis, human resources, process and productivity improvements, training, mediation, arbitration, client relations, budgeting and forecasting, project management and operational and strategic planning. A leader who has taken several organizations to greater levels of financial, employee and customer performance.

Areas of Expertise

Operations Management

Training

Human Resources

Business Development

Labor Relations

Contract Negotiations

P&L Management

Unit Start-ups

Client Relations

Professional Experience

CAPS Payroll, Culver City, CA April 2015 - Present

Director of Operations- Corporate (Vice President of Operations)

Reporting to the Chief Operating Officer/SVP, the position serves as the organization's Operations Leader managing multiple offices in California and NY for a payroll service oriented business.

Provides strategic leadership and direction to the Director of Payroll Operation, three Department Heads and a staff 80 operations team members

Serves as the Operations Project Leader on Special Projects and utilizes time management and project management tools to drive initiatives

Collaborates with IT and Systems Support to improve processes, create reporting tools and resolves technology issues between the Operations Department and project initiatives

P&L responsibility for the organization's Operations Department

Ensures development of action plans to achieve targeted goals

Utilizes metrics to drive and improve department performance

National Express, Rosemead, CA August 2014 - April 2015

Director of Operations - West Region

Reporting to the Chief Operating Officer, the position is responsible for project implementation and project management for customer service centers throughout the West Region.

Provides strategic leadership and direction for 5 General Managers with an annual revenue of $40 million.

Serves as a Project Leader on Special Projects

Supports the Region Manager and provides direction to CSC General Managers to improve financial, customer and employee performance

Develops action plans and process changes to improve Unit performance

Utilizes project management skills to implement process change

Provides strategic insight and analysis to support business development and revenue growth

Gate Gourmet, Los Angeles, CA Oct 2010 - August 2014

Director, Ops, Special Projects - US & West Region

Reporting to the Corporate VP of Operations Excellence, the position is responsible for project implementation and project management for Unit start-ups and special projects primarily in the West Region but also throughout the U.S.

Serves as a Project Leader on Special Projects and Start-ups

Support the Unit's financial, customer and employee targets

Develops action plans and process changes to improve Unit performance

Utilizes project management skills to implement process change

General Manager

Reporting to the Managing Director - West Region, the position serves as the Operations Leader for a $2 billion international airline catering company.

P&L responsibility for a high volume, 120,000 sq. ft, and $65 million food manufacturing facility.

Provides leadership and strategic direction for a staff of 53 members of management and 800 employees.

Improved unit EBITDA performance by $500K YOY.

Unit exceeded financial, customer and employee targets versus budget.

Developed annual operating budgets and long term capital expenditure plan.

Director, Human Resources – West Region

Reporting to the Chief Human Resources Officer the position is responsible for directing the HR staff and HR function for 7 facilities, 2200 employees in the West Region.

Developed and implemented HR strategy to support business objectives

Helped drive Division-wide HR strategy

Partnered with Operations to assess recruiting and training needs and develops and implements recruiting strategies and training programs.

Responsible for negotiating local union agreements and resolving Step 3 grievances

Performed HR Audits to ensure compliance for the Region.

Beyond Mediation & Arbitration Services, LLC, Lawrenceville, GA August 2009 – October 2010

Managing Director

The position serves as the Chief Executive for the company which provided alternative dispute resolution services.

P&L responsibility

Provided staff development and Arbitrator and Mediator panel development.

Developed, designed and delivered training programs.

Ensured effective case administration and delivery of alternative dispute resolution services.

Developed annual budget and prudently managed organization's resources within budget guidelines.

Responsible for business development as well as establishing partnership and investor agreements.

National Entertainment Network, Atlanta, GA January 2010 – September 2010

Area Manager

Reporting to the Corporate VP, the position serves as the Regional Operations Leader in the Southeast Region for a national vending company.

Focused on business development and increasing market share with the Southeast Region

Managed Region’s P&L that generated $20 million dollars in annual revenue

Direct reports included 3 Area Leaders and a Regional Finance Manager.

Negotiated client contracts

Increased revenue by 5% and improved YOY EBITDA by 2%.

Java Shop Coffee Company, Duluth, GA April 2007 - October 2010

Owner/Operator

American Arbitration Association (AAA), Atlanta, GA August 2005 – August 2009

Regional Vice President

Reporting to the Senior VP, the position serves as the Divisional Business Development Leader in the Southeast Region for an international alternative dispute resolution services organization.

Focused on increasing market share and ensured AAA maintained its market leadership position within the Region.

Provided marketing seminars, training presentations and consulting to key and prospective clients.

Designed, developed and conducted alternative dispute resolution training programs for Law Firms, Bar Associations, Legal Seminars and Law Schools.

Provided fundamental training for new Arbitrators.

Developed and negotiated client contracts

Vice President – Call Center Case Management

Reporting to the Senior VP, the position serves as the Operational Leader for a business unit that receives, manages and administers arbitration and mediation cases filed in 12 states throughout the Southeastern region from Washington, D.C. to Florida, and Puerto Rico.

P&L responsibility with an annual operating budget of $4 million.

Implemented process changes and productivity improvements to improve customer service, employee retention, productivity, efficiency and cost effectiveness.

Provided fundamental and developmental training for new arbitrators and mediators.

Sodexho, Atlanta, GA June 2002 – August 2005

District General Manager

Reporting to the Resident District Manager, the position was responsible for starting up a new account and provided management of a multi site district with 98 food service production sites, 94 food service managers and over 650 employees within an international food and facilities contract management services company.

Full P&L responsibility for all 98 sites generating $24 million in revenue.

Provided leadership and strategic direction to 5 direct reports, the District Operations Manager, HR Manager, Information Services Manager, Finance Director and the Executive Chef.

Implemented process changes and productivity improvements that increased revenue by approximately 10% while lowering labor and food costs by approximately 13%.

District improved from a $4 million annual EBITDA loss to a $1.2 million EBITDA loss in the first year of implementation.

LSG Sky Chefs, Los Angeles, CA; Seattle, WA; New York, NY June 1997 – January 2002

General Manager

Served as Operations Leader for a $3 billion international airline catering company.

P&L responsibility for a high volume, 32,000 sq. ft, and $17 million food manufacturing facility.

Provided leadership and strategic direction for a staff of 16 members of management and 250 union employees.

Improved YOY unit EBITDA performance from 38% to 41.8% in 2 years.

Unit exceeded financial, customer and employee targets and was nominated for Regional Unit of the Year in 2001.

Served as Project Manager for a $2.5 million capital expenditure plan to upgrade facility. Responsibilities included reviewing RFPs, handling contract negotiations and managing vendor contracts.

Developed annual operating budgets and long term capital expenditure plan.

Director of Operations

Responsible for the direction of day-to-day operational activities in the Food and Materials Departments with a direct reporting staff of 2 Department Managers, 7 Supervisors and 200 employees.

Customer Service Manager

Served as the department Manager and provided strategic direction by leading, training and developing a staff with 7 members of management and over 150 employees in a $70 million facility.

City HR Manager

Served as HR leader within a $65 million facility providing leadership, development and guidance for a staff of 3 HR professionals.

Union County College, Cranford, NJ June 1996 – June 1997

Director of Human Resources

Served as the HR leader and Chief negotiator. Provided leadership, development and guidance for a staff of 4 HR professionals.

New Jersey Institute of Technology, Newark, NJ January 1995 – June 1996

Contract Administrator

Lab Support, Piscataway, NJ June 1993 – January 1995

Account Executive

Anheuser-Busch, Newark, NJ September 1989 – June 1993

Quality Assurance Supervisor

A&T/Bell Laboratories, Murray Hill, NJ March 1988 – September 1989

Technical Assistant

Fluid Packaging, Lakewood, NJ February 1987 – March 1988

Chemist

Professional Organizations and Affiliations

Jesus Set the Captives Free – Board Member 2010

Transition House – Board Member 2010

Society of Human Resource Management – 2007-2010

Georgia Office of Dispute Resolution (Certified Mediator Panel) – 2010

Education

Masters of Science – Management

New Jersey Institute of Technology, Newark, NJ

Bachelor of Arts – Anthropology/Pre-Med

Temple University – Philadelphia, PA

Computer & Technical experience

Microsoft Excel, Word, PowerPoint, Publisher, Outlook, Vision, Lawson Payroll, LINK, Taleo, Ulti-Pro HRIS,

KRONOS, Serv-Safe Certified, HAZMAT trained, cGMPs, ISO 9000, QSE, TQM, Kanban, HACCP, FDA, USDA & US Customs Regulations, Six Sigma - Yellow Belt and Lean Manufacturing Principles

Professional Development

Certified and Registered Mediator – State of Georgia

Adjunct Professor – Business Management, Georgia Gwinnett College 2010

Arbitrator Trainer, American Arbitration Association and Beyond Mediation & Arbitration Services, LLC



Contact this candidate