Customer Service Manager

SEAN D. EVANS

*** *. *** *. *********, Utah *****

C: 801-***-**** ● ************@*****.***

Executive Summary

Accomplished professional: With 25 years proven ability to develop, manage and implement management, sales and marketing strategies that support business and financial objectives. Have led key initiatives that exceeded quotas and greatly increased sales resulting in increased revenue year to year.

Proven leader, with corporation nationally recognized for excellence in its field and able to build highly motivated management teams focused on achieving revenue goals. Highly self-motivated manager with excellent organization, team leadership and communication abilities. Strong knowledge of business management processes. Calm demeanor and ability to keep employees on-task and motivated.

Skill and Ability Highlights

Multi-Million Dollar Operating

Business Administration and Management

Strategic Sales and Marketing

Organizational

Training

Proficient in Microsoft Office

Accounts Payable/Receivable

Employee Relations/Management

Inventory/Supply Chain Management

Self-Description

Loyal, honest and hard working. Team oriented. I will spend whatever time it takes to accomplish the desired expectations and develop and implement systems to reach established goals.

Summary of Qualifications

Offering 25 years of management experience, supervising 25-80 employees.

Organizing, supplying, staffing and maintaining entity needs.

Responsible for training, organization and preparation process to open two hotels. (Candelwood Suites and Hampton Inn). I was the project coordinator for owner of Hampton Inn and dealt with architect, construction foreman and Promus Hotel Company design and construction personnel and vendors in supplying hotel needs for opening.

Customer orientated, having the desire and ability to provide high quality service and maintain customer satisfaction.

Effective communicator with individuals from diverse levels of business and social community.

Strong problem solving skills: To ensure continuous positive business and employee relations.

Core Accomplishments

Proven ability to develop exclusive client bases in high-end markets by successfully growing a business from start up to $2.0 million in revenue.

Successfully collected overdue or unbilled client fees by implementing a thorough tracking record of all customers and incentive programs.

Developed training and operating system program.

Developed training university for national company where all owners, managers, and employees participated in two day program for skills training, organization, job breakdown and development, hiring and teamwork to assist in reviewing and completing contract obligations while fostering positive employee work environment to balance both customer and company needs.

Developed and implemented systemic processes for accomplishing daily, weekly, monthly and yearly contract obligations.

Developed, revised and rewrote the safety handbook and safety manual for two companies.

Developed and wrote emergency preparedness guide.

Completed OSHA 10-hour certification coarse.

Two years direct sales effort. Qualifying and quantifying business. Marketing entity. 100% responsible for success of entity.

Ran one of top three entities year end in relation to Quality control and profitability for company. (58% Gross Operating Profit).

Entity I managed lead market with 158% market share per independent reporting agency.

Lead facilitator in company’s customer service program. Traveled to other facilities with-in the company to present and train employees on program. Followed up on success of program implemented, adapting program to needs of facility and personality/experience of manager and team.

Certified Global Achievement customer service trainer.

Professional Experience

Assistant Warehouse Manager (Full-Time) August 2005 to Current

Mountain State Schoolbook Depository – Clearfield, UT

Manages and controls storage and distribution activities of company to ensure maximum utilization of facility. Help administer operational procedures for activities such as verification of incoming and outgoing shipments, handling and disposition of materials, and keeping warehouse inventory current. Ensures product shipped, distributed or received in efficient and cost effective manner. Works with warehouse manager in ensuring coordination of warehouse activities such as production, sales, records control, and purchasing departments. Takes precautions to secure warehouse contents against loss. Evaluation and inventory control of $40 to $80 Million of product and training material. Preparation or reviews of distribution documents.

Materials Handler/ Dock Worker (Part-Time) August 2013 to Current

Saia, LTL

Certified by Company to operate a sit down forklift. Operated a RF scanner on a daily basis. Loaded and unloaded trucks daily. Verified material received against packaging list. Maintained 5'S practices throughout warehouse. Completed forklift operator safety check list on a daily basis.

OS1 Director/District Manager, Sales February 2001 to February 2005

Varsity Contractors – Salt Lake City, UT

Developed Varsity University Boot Camp to teach and train Varsity managers a systemic approach to facility maintenance. OS1 breaks down facility maintenance process to create employee accountability and process efficiencies through tools, techniques and time management. Responsible to oversee implementation of system in facilities both large and small companies in Utah, Colorado, New Mexico, Texas, Georgia and Florida.

Responsible for monthly profit goals. Performance of four managers, two supervisors and 50-60 employees maintaining 450 facilities. Correlate customer service objectives. Directly responsible for process and training in turning around poor service performance and evaluation scores in maintaining LDS Church education system facilities.

Area Manager, Sales December 2000 to January 2001

Varsity Contractors – Salt Lake City, UT

Responsible for daily and monthly revenue forecast. Review and process all expenditures for area. Responsible for 34 individual facilities maintaining needs, customer satisfaction, corporate requirements and proper staffing to accommodate proper maintenance and operation. Hiring/termination, reviews. Employee training and improvement evaluations.

General Manager October 1997 to March 2000 Candlewood Suites – Salt Lake City, UT

Maintain all sales and operations efforts. Trained staff for hotel opening. Responsible for daily and monthly revenue forecast. Review and process all expenditures for facility. Maintain property needs, customer satisfaction, corporate requirements and proper staffing to accommodate hotel operations. Hiring/firing, review. Employee training and improvement evaluations. Maintained 35% lower turnover than company average. Responsible for sales and marketing team. Maintain proper inventories. Yearly budget.

General Manager January 1995 to October 1997 Hampton Inn – Woods Cross, UT

Supervise 25-40 employees, maintaining personnel files. Trained entire staff for hotel opening. Review personnel schedules to ensure proper staff coverage. Audit daily revenue reports, make deposits and process accounts receivables/payable information. Responsible for sales and marketing. Maintain proper inventories. Yearly budget.

Education

Weber State University, Ogden, UT June 1992

Major: Business

Minor: Accounting

Highland High School, Pocatello, ID June 1985

Voluntary Commitments

1999-2012 Participated in coaching many youth programs.

1996-1997 South Davis Area Chamber of Commerce: 2 year term. Served on the Board of Directors.

1990 Utah Department of Mental Health: 6 month commitment.

1986-1988 Church of Jesus Christ of Latter-Day Saints: 2 year commitment.

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