Customer Service Operations Manager

J. Michael Harrell

*** ******, **. *-***

Coppell, TX 75019

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

Primary Phone: 949-***-****

Experienced Operations Manager and Director of Client Services with a demonstrated history providing customer relationship management, conflict management, quality assurance/analysis, project management, event management, and team building. Natural problem solver with excellent written and verbal communications skills with a master’s degree in counseling and human development.

PROFESSIONAL EXPERIENCE

Adrian Klop Realty - July 2023 to Present:

Account Manager. Funds and money management to/from customers and vendors. Coordinator of device and equipment movement for vendors.

Gardaworld 12/2022 – 10/2023

Security Officer

Patrol service protecting facility and patron parking areas and facility shipping and receiving areas.

Industry leading business solutions and customer service.

The Select Group/Cisco (GES) (11/2021 – April 2023)

High Touch Operations Manager

Customer Service – Single point of contact for operational issues. Identifying, building and maintaining relationships.

Conflict Management – Utilizing Cisco best practices to manage customer escalations building a bridge between the customer and cisco internal technical services.

Analytical and Trend Analysis – Having knowledge of vertical market business trends and concepts.

Communication/Presentation – Organizing and conducting weekly, monthly and quarterly status updates. Creating presentations detailing trends, analytics and statuses of customer’s operations.

Project Management – Managing customer facing projects providing service solutions to match customer’s business functions and culture.

Health Insurance Broker/Agent (10/2020 – 11/2021)

Licensed Life and Health Insurance Broker/Agent - Guiding customers through options in Health Insurance, Life, Dental, Vision and Supplemental coverage.

EventMover, Inc

Director of Client Services (11/2005 – 03/31/2020)

Customer relationship manager and brand ambassador for automobile vertical; major customers included Nissan/Infiniti, Mercedes-Benz and Volkswagen.

Established playbook for national events covering all phases of project deployment.

Managed ongoing relationships with existing partners, event coordinators and facility owners.

Provided industry leading customer service to ensure satisfaction of existing clients, conducted post project reviews with lessons learned for follow on events.

Utilized systems and procedures to support the identification, engagement, and development of strategic partnerships to expand our national footprint.

Led coordination of weekly/monthly/yearly movements for multi-million dollar freight and auto shows for Nissan, Infiniti, and Volkswagen.

Project Manager of auto show and trade show vehicle logistics. Creating RFQs with budgets ranging from $500,000 to 1 million, routings and coordinating movements to include over 100 shows per year for Nissan, Infiniti and Mercedes-Benz.

White glove vehicle handling for one of a kind concept vehicles.

Fulfilled customer requests for immediate movements from 1-day to expedited cross country movements.

EDUCATION

Master of Education in Counseling and Human Development

Bachelor - Psychology

Hardin-Simmons University, Abilene, TX

Contact this candidate