Customer Service Manager

Jeffrey Allsbrooks

804-***-**** ***********@*******.***

SUMMARY

Management Skills & Training

Visionary, Strategic, Execution Leadership Growth Management and Business Development

Cost Analysis Reduction and Control P&L Performance and Improvement

Agile and Change Management Contract and Budget Management

Employee Relations & HR Management Executive Presentations & Performance Reports

Vendor Analyses and Management

Software Skills: SAP, MS Suite, SharePoint, WMS, Visio, Matrix, VST

PROFESSIONAL EXPERIENCE

The Kane Company Ashland VA.

General Manager (2013-Present)

Manage day-to-day operations of seven business units, implement and manage multi-year telecom projects, “Sprint Vision,” etc.

Develop new logistic models to move product quickly/efficiently to market

Restructure processes by measuring/analyzing to improve/control costs

Creating new “Cultural Philosophy” through training, mentoring and introduction to global community thinking; and developing corporate partnerships increasing revenue by 21%

Responsible for maintaining Disaster/Emergency Preparedness Plan and Training

The Kane Company Ashland, VA.

Project Manager (2011-2013)

Worked closely with Sales team, management and customer to determine SOW

Performed site surveys to assist in determining crew size, equipment and customer’s expectations

Supervised employees while maintaining a safe and productive work environment

Interacted with customer to ensure all needs were met and the job was completed to their satisfaction

Adapted to change on the fly to meet customers demand

Iron Mountain Ashland, VA.

Operation Manager (2009-2011)

Supervised over twenty employees both office personal and drivers

Coached and trained employees creating an environment of self-motivated workers

Implemented change within department while maintaining a productive work environment

Conducted annual reviews providing feedback on performance and counseling when needed

Maintained a fleet consisting of approximately twenty five vans and trucks

Tracked daily route efficiency using IM software to maximize productivity

Constantly found ways to enhance processes to reduce cost while maintaining a high level of service

Iron Mountain Boston MA.

Corporate Trainer (2006-2009)

Facilitated training to Iron Mountain GM’s, management, supervisors and new hires throughout the country

Evaluated progress to measure effectiveness of training

Reviewed and updated materials in preparation for training sessions

Utilized WebEx, SharePoint and other materials to conduct on-line training

Developed training materials using PowerPoint, Microsoft Word, Excel and other internal applications

Provided follow-up support to trainees as needed

Certifications with DDI; Spencer, Shenk & Capers

Iron Mountain Springfield VA.

Operation Manager (2003-2006)

Responsible for all branch operations and administrative functions

Worked closely with Sales team on major accounts for new sales and customer service issues

Supported branch with cost controlled strategies; including overtime management, expense control and other cost control measures

Managed employee relations to include; performance appraisals and documenting disciplinary processes as needed

Participated in recruiting and training new field employees

Motivated employees through coaching and feedback whether positive or corrective on a daily basis

Iron Mountain Ashland VA.

Transportation Supervisor (2000-2003)

Supervised and assigned specific responsibilities to all personnel within department which included route assignments and account processing activities

Addressed and responded to customer inquiries pertaining to the management of their account and services Iron Mountain provided

Created and provided performance appraisals

Built relationships with third party vendors

Ensured all DOT requirements where met

Iron Mountain Seattle WA.

Operation Training Specialist (1998-2000)

Traveled to nationwide branches to provide training and support during implementation rollouts (SecureBase, EOM Billing, Opis and Payroll)

Utilized Info Share to provide more cost effective training for upgrades

Tracked and managed tasks using Microsoft Project

DataBase (Iron Mountain) Ashland VA.

Customer Service Support Lead (1996-1998)

Responsible for maintaining all active/historical programs on media kept within the branch

Handled customer issues ensuring quick response and positive results

Responsible for pickup and delivery of customer’s media as needed

EDUCATION

NFC- Kee Business College, Richmond VA

Highland Springs High School, Richmond VA

3 S and 5 S Training

Six Sigma Training working toward Certification

Leadership and Business Development Certifications

Disaster Recovery and Business Continuity Certifications

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