Customer Service Manager
Resume:
DARYLL VAN SICKLE
Langdon, Alberta T0J 1X3
******.*********@*****.***
PROFESSIONAL PROFILE
Loyal and accomplished customer service professional with over 11 years of managerial experience. Certified Lean Six Sigma Green Belt with success in delivering sustainable profit and revenue gains while improving productivity through effective team building and strategic resource management.
SKILLS
• Customer Service
• Project Management
• Process Improvement
• Team Management
• P&L / Budget Management
• Conflict Resolution
• Adaptability
• Oral and Written Communication
EXPERIENCE
ADT Security Services Canada
Service Manager (2008-2016)
• Improved the performance of the Southern Alberta service department, based on corporately defined key performance indicators (KPIs), from the second lowest to highest performing team in Canadian Region for the past 2 years.
• Identified and actioned significant service revenue improvement opportunities in the Northern Alberta branch, resulting in 65% increase in service revenue over a single fiscal year.
• Managed service Profit and Loss (P&L) for Southern Alberta with responsibility for employee and subcontractor labor, inventory, fleet expenses, and operating expenses, consistently under budget while improving revenue and team performance against KPIs.
• Built strong relationships with residential, commercial, national account, and internal customers by professionally and efficiently working through escalations and conducting routine field visits to key customer accounts.
• Instilled a ‘safety first’ culture by providing team members with weekly and monthly health and safety training, ensuring policies and procedures are observed through frequent jobsite audits, and conducting incident investigations on all incidents.
ADT Security Services Canada
Operations Support Manager (2012-2014)
• In addition to Service Manager, was asked to assume additional responsibilities of Operations Support Manager during maternity leave coverage and position vacancy.
• Assisted in the selection and approval of vendors conducting building maintenance to the ADT facility.
DARYLL VAN SICKLE
509 Boulder Creek Green
Langdon, Alberta T0J 1X3
******.*********@*****.***
• Initiated and oversaw maintenance and repair orders relating to the ADT facility.
• Managed branch administrative personnel including warehouse clerk, reception, installation and service coordinators, and customer information representatives.
• Oversaw, coordinated and compiled all environmental health and safety activity for the Calgary branch,
ADT Security Services Canada
Installation Manager (2010-2012)
• In addition to Service Manager responsibilities, was asked to assume installation responsibilities due to position vacancy.
• Successfully managed several large Burglar Alarm, CCTV and Card Access installation projects on time and on budget, averaging over $300,000 in monthly revenue.
• Assisted Sales representatives with system design, and product selection, and job cost estimates.
• Reviewed, approved, and ordered required material for installation jobs
• Identified and facilitated training requirements for team members ADT Security Services Canada
Team Manager – Customer Care (2005-2008)
• Managed shifts of 20-40 personnel in the Customer Monitoring Center.
• Demonstrated success in dealing with customer escalations, conflict resolution, and personnel concerns.
• Excelled in the ability to make crucial decisions quickly, and the ability to provide positive direction to agents during their day to day duties.
• Assisted in the hiring, coaching, development and progressive discipline of a team of up to 25 direct reports.
ADT Security Services Canada
Emergency Dispatch Operator/Technical Support Help Desk (2002-2005)
• Notified authorities (police, fire, ambulance, guard) and property references of alarm events.
• Provided technical support to customers and opened service requests as required.
VOLUNTEERING
ADT Cares – Local Co-Captain
• Led an employee directed corporate philanthropy and volunteerism program resulting in 2688 employee volunteer hours over 72 events.
• Selected, vetted, coordinated and participated in volunteering and sponsorship events with charitable organizations.
DARYLL VAN SICKLE
509 Boulder Creek Green
Langdon, Alberta T0J 1X3
******.*********@*****.***
Universal Rehabilitation Service Agency (URSA)
• Painted 5 long term care facilities including group homes and remote rehabilitation camp.
• Custom decorated patient rooms in accordance with their specific likes and interests.
Calgary Drop-In Centre
• Assisted with the preparation and serving of meals for Drop-in Centre clients.
• Sorted clothing and bottle donations
Calgary Distress Centre (ConnecTeen Program)
• Assisted in selling 50/50 tickets during 4 Calgary Hitmen hockey games in support of the Distress Centre’s ConnecTeen program. John Petropoulos Memorial Foundation
• Volunteered for a casino fundraiser event in support of the John Petropoulos Memorial Foundation
Made By Momma
• Prepared fresh, nutritious meals for families in crisis. EDUCATION / TRAINING
COMPUTER TECHNOLOGY – INFORMATION SYSTEMS MAJOR
Southern Alberta Institute of Technology
SIX SIGMA GREEN BELT
ADT Security, Boca Raton Fl
ADVANCED HIGH SCHOOL DIPLOMA
Ernest Manning Senior High, Calgary Ab
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