Customer Service Operations Manager

Steven P. Knoll

*****@***-***.*** c. 832-***-**** P.O. Box 920629 Houston TX 77292

High energy and service-oriented leader with mastered skills of formulating and implementing top priority projects with a hands-on approach while managing multiple development teams simultaneously. Solid management skills specializing in service management, operations management, production management, and general management. Professional with demonstrated success emphasized by a strong ability to increase reliability, maximize productivity, and streamline organizational efficiencies. Expert in overseeing initiatives and aligning internal customer service with business goals, utilizing excellent communication and problem-solving skillset. Possess a highly polished leadership background. KEY STRENGTHS + ATTRIBUTES

Organization Transformation

Special Projects Coordinator

Training and Development

Morale & Motivation Coaching

Warehouse Space Management

Exemplary Customer Service

Tak Communications 2018-current

Supervisor / BP Manager / Instructor

Joined this national organization for an opportunity of providing my leadership knowledge and skills within a young, yet fast growing company that would exponentially benefit from having a strong leader on board. Over the past 5 years I have functioned in Operations Manager + Instructor + Production Leader 35+ years of experience breaking down barriers, bridging the gap, and delivering high impact solutions CAREER + HIGHLIGHTS

Steven P. Knoll

*****@***-***.*** c. 832-***-**** P.O. Box 920629 Houston TX 77292 many different roles with a common repetitive theme of driving technicians, supervisors, teams, and business partners, to the top of the national scorecard rankings for Tak Communications and Comcast. I specialize in coordinating with all levels of management; including supervisors, business partners, and technicians to increase efficiency and optimize individual productivity with a high completion rate resulting from an intense professional output of all customer interactions through my “Be that HERO” work ethic expectation.

Started mentoring at the ground level of this national-leading broadband cable and telecommunications company while installing and troubleshooting products and services for Comcast

Promoted to Field Supervisor position within five (5) months to create morale and motivation for all experienced and non-experienced techs while guiding/training them for exemplary customer service, installations, and troubleshooting skills. Achieved national stack rankings to the top ten position several times, and with several different teams

Traveled to Memphis TN for five (5) months to assist with development and implementation of a new division for Tak six (6) states wide

Promoted to Special Projects Manager for the Houston area completing all projects ahead of requested schedule: camera system, warehouse organization, forklift certifications, and QC inspections

Promoted to Houston’s Business Partner Division as OPS manager. Drove the bottom 10 teams up the national ranking where 6 of the 10 teams scored in the “top 10”

Lateral move to assist the in-house Houston residential team pushing 3 different teams up to “top 10” within 60 days

Since August 2021 have performed as traveling Trainor/Instructor assisting with future growth in new market venture

Software:

WFX, XM METER, ONE DROP, TECH 360, TQI, CUSTOMER TIMELINE, PENGUIN DATA, PHT, RTM, PART PORTAL, SKYLAB, EINSTEIN, WATCHTOWER, MEDALLIA, SCORECARD, ONTRAC, LITMOS AND MICROSOFT OFFICE 365, MS WORD, MS EXCELL Tek-Com Technologies, Inc. 1992-2018

President / Director

Founded this organization to provide turn-key solutions and eliminate finger pointing between multiple vendors and manufacturers; while increasing the value of sales, support, and services. Company strategy was to bridge the gap between customers and vendors by increasing customer service/response time. Implemented and backed the Steven P. Knoll

*****@***-***.*** c. 832-***-**** P.O. Box 920629 Houston TX 77292 slogan “Houston’s best in two hours or less.” Maintained a highly motivated team environment by elevating incentive and morale for employees, vendors, and customers.

Cornered the market by developing a system which would merge multiple services and multiple products under one organizational umbrella

Ultimately recruited and managed 700+ clients annually from the smallest to the largest of organizations, from retail to manufacturing

Bridge the gap between Microsoft, Intel, HP, Cisco, Ricoh, and IBM manufacturers, and our mutual clients, providing service solutions according to organizational demands

Managed sales reps, field technicians, warehouse team, and office administrative teams

Developed, implemented, and standardized systems and procedures for each organizational department

Established and adjusted the outline for succeeding monthly, quarterly, and annual goals

Provided hands-on experience as per clients, vendors, and manufacturers achieving maximum operations and production

Troubleshot all unexpected/difficult problems with 100% success and resolution Houston On-site 1988 to 1992

Vice President/Director

Implemented acquired skills which led this ground-level company to position number (8) Eight in Houston’s Top 100 of the fastest growing companies, driving a track record of over 800% growth within the first two years of operation.

Managed sales reps and field technicians providing training and coaching for the best possible customer service

Managed business operations, production output, and distribution of products/services

Managed business negotiations and contracts with clients, vendors, and manufactures

Networking, Servers, PC’S, Laptops, Software, Printers, Copiers, Workstations,

Cabling coax, voice & data, Cat.5e & Cat.6, fiber, satellite

Associates Degree of Business Management – University of Illinois

Associates Degree of Marketing Management – University of Illinois

Certified in Refrigeration, Air Conditioning and Heating

IBM, Ricoh and Hewlett Packard licensed Training and installation

Voice & Data & Fiber Certified Training and Installation EDUCATION + CREDENTIALS + CERTIFICATES

COMMUNITY SERVICE + REFERENCES AVAILABLE

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