Customer Service Manager

Michael Jolander 707-***-**** • *************@***.***

PROFESSIONAL SUMMARY

Accomplished, dynamic leader offering a proven track record of success with 22 years of Business Management success in highly competitive markets. Adept at evaluating critical business requirements, identifying strategic opportunities, and developing innovative solutions for increasing revenues, reducing cost, and increasing customer satisfaction. Strong analytical skills with the ability to plan, direct, and deliver simultaneous projects while exceeding expectations. CORE COMPETENCIES

Business Development Employee & Client Relationship Building Empowerment & Motivation

Project Management Master Scheduler In Complex Logistics Complex Reporting & Analysis

Strategic Planning Operational Excellence & Compliance Creative Problem Solving

P&L Management Staffing, Coaching, and Training Payroll Processing PROFESSIONAL EXPERIENCE

Field Service Coordinator- Rix Industries-Benicia, California (4/2016 Coordinate all field service Tech's activities including scheduling their repairs to be done worldwide. Full customer service coordination for Tech services including equipment and parts distribution worldwide. In charge of full contract management with U.S. Government and commercial clients. Price quoting on large scale projects both DOD and commercial accounts. Oversee all sub-contractors activities including scheduling and billing with P/O management. Create and maintain all Work orders and Purchase orders. Manage many multi-tier level projects with specific milestone accountability and reporting. Equipment Operator - Boston Pacific Excavation - Dixon, California (7/2015 to 09/15) Manage multiple workload assignments simultaneously ensuring complete customer satisfaction for all projects while personally operating a 40-ton dump truck.

Improved job site efficiency by 20% within first month while maintaining 100% customer satisfaction. Business Administrator - Neurobehavioral Cognitive Services - Dixon, California (1/2008 to 10/2014) Directed daily operations, performed all duties directed by the CEO, and regularly communicated state of the business. Established and carried out departmental and organizational goals, policies, and procedures. Managed personnel, all banking, accounts receivable, and payroll processing in addition to performing outside and inside sales. Handled all Franchise Tax Board and Internal Revenue Service interactions.

Contributed to short and long-term organizational planning and strategy consistently increasing profits. Branch Manager - All Star Rents - Carson City, Nevada (7/2003 to 12/2007) Managed all aspects of branch operations including training staff, scheduling, overseeing service and maintenance, payroll processing, inventory, transportation and logistics, dispatching, and P/L management. Performed outside and inside sales. Directed, empowered, and motivated a team of professionals to meet and exceed expectations.

Within 6 months Achieved 4th highest revenues out of 11 stores with no formal advertising and a small team.

Increased YOY revenue by 23% over previous manager at an established location within first year.

Established and grew only cold start store and developed lucrative customer base without advertising. Shift Supervisor - Neurobehavioral Cognitive Services - Dixon, California (1998 to 2003) Directed team, specialized in rehabilitating adults with Traumatic Brain Injuries with Behavioral problems, that implemented individual client’s behavioral treatment plans. Managed support staff, oversaw client care, and planned on and off site activities.

Demonstrated proficiency in providing training for client family members on transitions from facility to home. Owner / Manager - Horizon Limousine Service - Dixon, California (1999 to 2002) Michael Jolander 707-***-**** • *************@***.*** Managed all company operations. Staffed, managed, coached, and trained all employees. Assigned and inspected work in accordance with organizational requirements. Handled P&L and oversaw booking and dispatching of vehicles. Developed and maintained strong relationships with all clients. Aggressively pursued new business to create revenue for sustainable growth. Branch / Operations Manager - Button Transportation - Dixon, California (1993 to 1998) Directed Human Resources department including onboarding and exiting decisions for drivers. Supervised Dispatch staff and Emergency Response Team that responds to all company accidents. Facilitated all scheduling for drivers and trucks as well as all product pick ups and deliveries. Managed payroll and collaborated with shop foreman for the maintenance needs of all company equipment. Ensured customers received prompt, timely, and quality service with a willingness to recommend.

Promoted to Lead Dispatch after only 2 weeks in the dispatch department.

Became Branch / Operations manager after only 5 months by earning promotion over fierce competition.