Customer Service Manager

Theodore Beal Jr.

**** ********* *****

Rex, GA *0273

**************@*****.*** - 404-***-****

An organized and detail-oriented professional with 10+ years of Management experience. Innate ability to establish long-lasting relationships with upper management, clients and subordinates. Innovative, resourceful and flexible, able to adapt to changing priorities while maintaining a positive attitude and strong work ethic.

WORK EXPERIENCE

Performance Manager

TRC Staffing - Alpharetta, GA August 2016 to November 2016

Contract

•Work with Client Management daily with regards to meeting production goals.

•Properly supervise the activities of the staffing employees to help retain those who perform, and take corrective or dismissal measures on those who do not perform.

•Personally, ensure that client orders are managed courteously and efficiently and fill them with the best-qualified employee.

•Hold quarterly Employee Focus Group meeting to discuss results of VOE survey and outline appropriate action items.

•Ensure adherence to OSHA standards at Client site.

•Update client quarterly on market trends relating to wages, supply/demand of talent and sourcing efforts.

Operations Supervisor

ABF Freight - Conley, GA July 2015 to August 2016

•Work with operations manager to define requirements for operations and ensure that the implementation of new strategies and initiatives to effectively meet or exceed these requirements as well as customer expectations

•Assign duties and monitors work completion for accuracy.

•Manage performance continually; develop associates by providing training and coaching.

•Maintain a safe work environment and foster a positive team dynamic, resolving employee relations issues and administering corrective action as required.

•Lead start-up activities with cross functional teams.

•Responsible for exceeding customer metrics. (cost, quality, and responsiveness)

•Personnel scheduling to support all shifts and accounts, plan and organize staff workload.

•Maintain documentation of processes that are followed by the department.

•Prepare documentation pertaining to account requirements and update as needed to meet changes in customer requirements, and/or changes in processes defined by ABF Freight.

•Train associates so an up to date understanding of processes, policies and procedures are maintained.

Operations Manager

Atlanta Sweeping Services - Morrow, GA September 2005 to March 2015

•Under the direction of the company President, I led management team in developing solutions to improve quality of services and increase revenue.

•Managed day to day tactical and long-term strategic activities within the business.

•Identified key growth business opportunities by increasing morale through adding employee recognition and performance initiatives.

•Supplemented company revenue through boosting client retention by 20% within the last fiscal year.

•Directed team of 30+ employees with full responsibility of staff assignments and allocations, payroll, hiring, training, scheduling, performance reviews and disciplinary actions.

•Capitalized on industry changes to maximize company revenue and growth.

•Conducted cost, contract performance, variance and risk analysis.

•Reduced and controlled expenses by improving resource allocation.

Logistics Associate Lead

Old Navy - Morrow, GA March 2004 to September 2005

•Supported the company's customer service standard by responding to customer needs and completing activities in a manner that added satisfaction to the customer's overall experience.

•Directly responsible for the shipping and receiving process; including scanning inventory, the sorting and moving of merchandise, flexing and placement of merchandise on the sales floor.

•Knowledge of current sales, promotions and merchandising policies regarding payment and exchanges along with security practices.

EDUCATION

BS in Computer Information Systems

DeVry University - Atlanta, GA 2004

SKILLS

Inventory control, Risk management, Staff development, Team building, Project Management, WMS,

Leadership, Microsoft Office, Lean principles, OSHA, Logistics, Payroll, Customer Service, Budgeting, Operations, Quality Control, Safety, Distribution, Shipping and Receiving, Transporation

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