Customer Service Project Management

Andrew H. Clevenger

760-***-**** (C) **********@*****.***

OBJECTIVE: Be part of a winning team as a senior project and program manager with proven leadership and operations background.

SUMMARY: Results-achieving PM with over 20 years of hands-on experience in leadership, management, operations, and logistics, exercising sound business and technical judgment. A proven record of achieving the highest levels of productivity and efficiency in operations as well as a keen understanding of P&L statements. Expertise includes resource management, requirements analysis, business development and operations, as well as impeccable ethics and integrity, superb communications skills, team building acumen, a passion for customer service and a proven ability to manage diversity. PM

P, ISO

Key strengths:

• Program/Project Management • Resource Management

• Leadership • Customer Service

• Quality Control • Schedule

ACCOMPLISHMENTS:

Program/Project Management:

Implemented cost effective processes and realigned the department which resulted in the increase in company’s overall performance and sales by 15% over an 8-month period.

Directed all aspects of the Operations Department to include budget development and coordination with all departments for a leading aftermarket aerospace company with revenue in excess of $10M+.

Quality Control:

Reduced maintenance errors by 20% for 45 aircraft valued at over $540 million while also ensuring the maintenance department’s quality of performance to be within established standards and regulations for safe, efficient, and correct maintenance.

Resource Management:

Maximized the effectiveness of a $10M+ annual budget by constantly balancing risks versus rewards as well as competing interests. This improved aircraft and personnel readiness by nearly 7% while reducing operating costs by 3% for a squadron of 12 aircraft and 250 Marines.

I combined my innovative and insightful problem solving skills with exceptional organization, communication and people skills to maintain aircraft readiness above 85% and fulfilling 100% of assigned tasks.

Customer Service:

By making the customer’s and end-user’s issues my focus I developed an in-depth knowledge of their needs and wants which allowed me to set priorities and reduce customer complaints by 30%.

Leadership:

Sought out for my guidance, opinions, and services as the lead planner between higher headquarters and adjacent Regional Commands for the integration of NATO, Coalition, and Joint forces as well as several new aviation assets into Regional Command (SouthWest), Afghanistan.

Hand-selected to be the UH-1N Refresher Standardization Instructor Pilot to provide Pilot Qualified in Model and Combat Capable check rides to over 200 UH-1N Helicopter pilots and aircrew.

Schedule:

Shortened time-to-train requirements which resulted in an immediate 10% improvement in personnel readiness.

Highly adept team leader excelling at interfacing and facilitating diverse groups and various skill levels in the accomplishment of strategic organizational goals and objectives.

WORK HISTORY:

Business Development Director, USA, Aeroscout24.com: 2015

Responsible for the development, growth, oversight, and execution of new business by leveraging existing client relationships and building new client relationships to develop business opportunities. Developed and implemented business strategies and proposals to ensure the safe execution of all company’s goals for revenue generation and profitability.

Manager/Director of Supply and Aircraft Services, Civic Helicopters: 2013-2014

Provided support in all aircraft service related activities. Actively coordinated, reviewed and refined internal processes for maintenance team via observation and coaching of maintenance team. Supported relationships with manufacturers for authorized customer service facilities, and drove the sales process through targeted customer identification and superior customer service.

Director of Operations, Apical Industries Inc: 2012

Directed all aspects of the Operations Department for a leading aftermarket aerospace company to include budget development and operational activities of Customer Service/Product Support, Sales & Marketing, Business Development, Information Technology, Technical Writing, Facilities Management as well as coordination with Production and Engineering departments which resulted in the increase in company’s overall performance and sales by 15%.

Associate, PowerTen Inc: 2011-2012

Provided oversight for the company to its partners in order to ensure the production of all operational schedules and requirements in accordance with the plans for both current and future technologies.

United States Marine Corps: 1989-2011

Executive Officer (Vice President):

Supervised 10 managerial-level department’s personnel for a unit of 12 aircraft and 250 Marines, ensuring the production of all operational schedules and requirements. Developed a solid leadership reputation of dedication, communication, and fairness through the creation of goals, standards of conduct, and consistent feedback, resulting in a positive and enjoyable workplace culture with increased effectiveness and reduced customer issues and complaints by 30%.

Director of Safety and Standardization, Aviation Maintenance Officer:

Hand selected by Commanding Executive Officer, from among 10 peers, to serve as the Standardization Officer and Aviation Safety Officer responsible for all aspects of the standardized training and development of squadron personnel and the overall safety environment regarding 4 detachments. Created guidelines and goals for the management of the Maintenance Department in the repair, servicing, and preventative maintenance efforts performed on 12 helicopters and 250 Marines in order to ensure a unified maintenance action.

Quality Assurance Officer, Logistics Officer, Air Frames Officer as Squadron level:

Responsible for all aspects of the embarkation and logistical support for a squadron of 400 Marines, 45 aircraft, and over $540M in assets. Responsible for all aircraft inspection and maintenance practices and procedures to be the absolute highest standards for maximum safety and availability of aircraft for around the clock support through the training of over 350 maintenance personnel.

Future Air Operations Officer:

Led detailed mission planning, with numerous branch plans and sequels for the assumption of Coalition forces and in the development of an integrated planning effort associated with expanding the I MEF(FWD) area of operations for 30,000 Marines as a NATO Regional Command within Afghanistan.

Pilot, Instructor and Evaluator:

Directed all aspects of specific helicopter refresher training for a 15,000 personnel organization to include budget development, maintenance production and customer service for 3 separate detachments producing combat capable pilots in the first year through the utilization of my various advanced Pilot Qualifications. Achieved 3,000 mishap free flight hours as a UH-1N Helicopter Instructor and Functional Check Pilot.

Education:

Bachelor of Business Administration, University of San Diego.

Aviation Safety Officers Course, U.S. Naval Safety Center

Masters Certification in Applied Project Management, Villanova University.

Contact this candidate