Customer Service Manager

Andrew Roberson

New Orleans, Louisiana ***** ******.*********@*****.*** 504-***-****

~ Strategic Project/People Manager ~

Dynamic, resourceful leader with demonstrated success in operations, quality assurance and people management. Proven track record of improving processes, maximizing efficiency and developing effective procedures. Outstanding professional with a comprehensive background in building and sustaining healthy relationships with clientele, stakeholders, vendors and counterparts that creates ideal outcomes for the organization. Vision-driven management style with the innate ability to recruit, motivate and develop long-term employees to achieve optimal success. Proven expertise in:

Project Management & Strategic Planning

Employee Training & Development

Ops Management & Process Improvement

Policy/Procedure Development

Quality Control & Assurance

Analysis & Problem Resolution

Budget Preparation & Expense Control

Inventory & Records Management

Education and Certification

Bachelor of Arts &Sciences

Trinity University

San Antonio, Texas

Six Sigma, Yellow Belt (current)

PMP (current)

Professional Experience

Stryker South Pacific – Melbourne, Victoria (Australia)

Operations Manager, 2016 – Present

Responsible for day-to-day management of the Operations Department utilizing QHSE (Quality, Health, Safety and Environment) standards for one of the world’s top medical technology companies.

Guide and support five direct reports to optimal performance levels, while leading overall operations of the Kit Room daily. Responsible for selecting qualified candidates for hire, directing new member orientation, and providing each team member with on going training and development that focus on company practices and updated processes. Serve as the company’s liaison to internal stakeholders concerning important deliveries and priority receipts. Ensure medical kits are chosen, repaired and transmitted to hospitals accordingly. Provide consistent first-class customer service to all consumers.

Key Contributions:

Promoted to Manager within seven months of service, surpassing the normal promotion rate with special approval from the South Pacific division’s top executives.

Transitioned the worst executing team into a top-performing branch for the division within one year as the Manager in regards to effectively servicing customers.

Established and implemented effective policies and procedures that generated more efficient service metric work orders and enhanced data integrity.

Boosted overall profit sales by 10%, and increased the volume by 13.8% within one year.

Stryker South Pacific – Brisbane, Queensland (Australia)

Logistics Officer, 2015 – 2016

Coordinated inbound and outbound functions daily of medical devices, while providing exemplary customer service to vendors and counterparts.

Functioned as the department’s main point of contact to hospital staff, customer service personnel and sales representatives, addressing all needs within a timely manner. Retained and updated logistics information as required, as well as contributed to strategic case planning. Supervised all couriers, and ensured operation deadlines were adhered to. Conducted quality checks frequently on medical devices.

Key Contributions:

Improved the branch’s delivery of emergency trauma equipment to hospitals, which ultimately enhanced the overall customer service experience, provided faster product delivery and generated profit growth for the company.

Enriched logistics processes that led to the decreasing of trauma case supply time frames, a 5% reduction in surgical equipment errors and spending budget shrinkages.

Warrior Spirit – Alamo Heights, Texas

Operational Manager, 2013 – 2015

Oversaw general operations of a state-of-the-art gym that focused on basic, functional skills and accommodated 100+ members.

Provided leadership to and mentored seven team associates that serviced members daily. Contributed to the hiring process by reviewing resumes, employing qualified applicants and supervising “trial periods” as needed. Conducted one-on-one meetings regularly with staff members that provided support in achieving optimum success. Monitored and maintained the member database, ensuring accuracy and timely reporting of athletes’ progress. Operated as the direct link between the owner and clients as it relates to activities, future events, business policies and constructive feedback.

Key Contributions:

Strengthened brand recognition citywide, and motivated new prospective members to join; ultimately, the membership base increased by 40%, and general profits boosted by 23%.

Developed and implemented a new hire supervisory period that offered team associates a program to shadow experienced trainers that assessed individual development within the first three months of employment.

Connected with vendors strategically in order to lower prices on high quality equipment.

Organized interactive activities for the gym that increased overall collaborative efforts between employees and clients and kept gym participation consistent.

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