Customer Service Manager

Gary Stephens

**** ********* ***** *****, ** ****3 469-***-**** Mobile

****.***********@*****.***

Strengths: customer service, quality control, networking, warehousing, site and branch management, production, refurbishing, research and development, P&L analysis, analytical skills, problem resolution, personnel development, work ethics, and communication skills, production scheduling, cost management, printing, budgeting, continuous improvement, leadership skills, planning.

EMPLOYMENT HISTORY

LMI SOLUTIONS INC. (FORMERLY THE BRADSHAW GROUP) 2014 TO PRESENT

South region distribution center manager

Manage Dallas distribution center

Direct distribution activities and oversee $1M inventory

Identify and negotiate pricing agreements with local vendors

Improved inventory accuracy to only a $377 varience during the previous fiscal inventory, down from a $23,698 variance upon taking over the facility.

Optimized staff resources and workflow to handle more shipments with no personnel additions

Increased shipping capacity from 350 items per day to over 500 items per day

Production Print Sales and Product Manager.

Responsible for coordinating the sales activity and inventory stocking levels for the Production Print line

Increased sales from the then current $500K/year to a projected $3M/year, while maintaining a 20%+ G.P. for products sold

Operations/Refurb Center and R&D/Manufacturing Supervisor (Same as with the Bradshaw Group)

Manufacturing R&D department

Train customer’s staff in the proper maintence and repair procedures for equipment provided

Identify and source parts and supplies for customer sales and service

Introduced over 100 new items for sales and use.

Developed processes to improve efficiencies for over 50 plus items we manufactured

THE BRADSHAW GROUP 2004 TO 2014

Operations/Refurb Center Supervisor

Refurbishment center operation and scheduling for the refurbishment of printers and peripherals

Identifying and obtaining replacement parts

Responsible for Manufacturing R&D department

Work with the Sales team to determine schedule and delivery timeframes of refurbished equipment

Travel to customer sites throughout U.S. to install equipment and resolve problems with customer equipment as needed

Provide technical support for local service team as needed

Reduced the primary equipment rebuild time from over 230 hours to 120hours, on average

Responsible for international order processing and proper documentation for export to various international countries

Developed and administered technical training programs for IBM commercial print systems as well as peripheral equipment used in the production print business.

SOUTHWEST OFFICE SYSTEMS 2002 – 2004

Operations Manager

Administration of company customer and equipment database running on a Unix platform as well as systems running Windows 98, XP and 2000

Distribution center and shop setup operations

Internal computer and printer operations and repair

Developed scripts and report extraction using SQL for other managers and departments

Gary Stephens, Page 2

IKON OFFICE SOLUTIONS (FORMERLY INNOVATIVE OFFICE SOLUTIONS) 1996-2001

Regional shop/Refurbishment center manager 1996-2001

Set up computer workstations and network for testing purposes of printer equipment for sale

Managed shop workforce, of 15 people, for setup and testing of printer, copier, and facsimile products

Refurbishing activities for used printer and copier devices

Merged staffs from three independent companies to one workforce

Reduced operational expenses by 50%

Increased the total output by 20%

Created a reporting device for productivity measurement that is still in use

INNOVATIVE OFFICE SOLUTIONS 1984-1996

North Texas/North Louisiana Regional Service Operations Manager 1995-1996

Direct customer service technicians, shop personnel, Customer Call Center, parts distribution center, and field service managers

Acted as a liaison for sales, management, technicians, customers, and vendors

Coordinate productivity enhancement programs to improve departmental morale, awareness, and operating efficiency

Initiated and developed a manpower determination model for field service personnel

Provided and analyzed reports, for customer satisfaction, service, and sales evaluations to retain customer base

Branch Service Manager North Louisiana 1994-1995

Direct service and operations staff, including the customer call center, parts department, and shipping/receiving

Monitor field staff proficiencies

Negotioate contracts with Vendors

Determined and initiated a plan to achieve an 80% factory certification within the 12 month assignment.

Exceeded the Quarterly P&L plan by 7% for each quarter.

Service Operations Manager 1993-1994

Provided support to technicians, Customer Call center, field service managers, and customers regarding technical, operational status, or account support

Reduced open service call activity by 50% within four weeks of promotion

Devised performance enhancing methods to improve performance and personnel morale

Assisted the sales staff in securing accounts for sales and service, increasing awareness of the company’s outstanding service performance

Corporate Training Coordinator 1991-1993

Evaluated and scheduled all aspects of training for the service department in all corporate locations

Delivered training curriculum to the field service personnel, shop, dispatch, and parts departments

Performed over 260 hours of training per month

Expanded training of personnel from 30% to over 90%

Developed and administered an entry-level management training course curriculum

Delivered numerous presentations to upper management regarding training phases and new programs for staff efficiency improvements

Branch service manager Forth Worth, Tx 1990-1991

Direct the service and operations staff

Monitor the cost and expenditures of the overall service operations

Developed a plan regarding training phases, improvements, and new programs for staff efficiency improvement

Gary Stephens, Page 3

Shop Supervisor 1989-1990

New equipment setup and testing prior to delivery

Used equipment refurbishing

Customer equipment repair

Devised a productivity monitoring system

Consistently met the P&L bonus plan for each month and

Established a refurbishing program to assure used equipment was prepared prior to sales’ requirement.

Technical Trainer/Specialist 1986-1989

Interface with manufacturers to gain and provide input, ensuring equipment operated at peak performance for improved customer satisfaction.

Trained new technicians through ride-along training procedures.

Provided advanced technical support for difficult to resolve customer equipment issues.

Achieved recognition by the Canon USA regional manager as one of the top technicians in the region.

Retained numerous large accounts by a thorough follow up to developing customer loyalty and confidence.

Field Service Technician 1985-1986

Responsible for the on-site diagnosis and repair of Canon copiers

Maintained accurate inventory and properly repaired equipment with an acceptable response time

EDUCATION/CERTIFICATIONS/COMPUTER SKILLS

Course work toward Associate of Science in Electrical Engineering, Mountain View Junior College

Coursework in Business Management,

Certified Comptia A+

UNIX System Administrator Certification,

Oracle Database Administrator Certification,

Canon USA trainer certification:

Management training courses in: Behavioral Interviewing, Behavioral Management, Management by Objectives, Coaching and Counseling Skills, Customer Service Skills, 1st Line Management, 2nd Level Management Skills, and Productivity Enhancement Skills, P&L evaluation..

Computer proficiencies in: Windows operating systems; Microsoft Office, including Outlook, Word, Excel, PowerPoint, Internet Explorer. Familiar with Unix Operating system, Shell programming and System Administration. Oracle Database Administration, SQLPlus, SQL query, and Microsoft NAV, Oracle, and Epicor

Available for travel

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