Customer Service Project Manager

Justin Jinkins

***************@*****.*** 661-***-****

Canyon Country, CA

Summary

Seasoned professional with 20 years of experience in management roles, specializing in team leadership, risk management, and customer service. Demonstrated expertise in directing teams, managing client relationships, and overseeing complex projects. Seeking a role as an Accounts Manager to utilize strong skills in communication, organization, and strategic planning.

Work Experience

Foundation Technology

Project Manager Valencia, Ca Jul 2023 - Jan 2024

• Lead teams in multiple construction projects, ensuring completion and accuracy according to bid and scope contracts.

• Responsible for the pricing and procurement of necessary machinery and materials for each project.

• Maintain thorough documentation of each project from inception to completion, including on-site walkthroughs with the aid of mobile applications.

American Craftsman Restoration

Risk Manager Valencia, CA Jul 2022 - Jun 2023

• Attend numerous commercial networking functions, acting as company representative to build and maintain beneficial business relationships.

• Develop and implement successful strategies for the effective coordination of mobile personnel.

• Maintain and update proprietary informational documents, including small scale corporate media presentations. T. L. Shield and Associates

Service Department Manager Sun Valley, CA Oct 2019 - Feb 2022

• Managed the processing and routing of 150-200 inbound calls daily, significantly improving operational efficiency.

• Coordinated the scheduling and assignment of 5 field service technicians, optimizing service coverage across Southern California.

• Executed billing procedures, including the preparation of repair estimates and data entry of finalized invoices, ensuring accurate financial records.

Kurt Bohmer Professional Plumbing

Customer Service Representative Canyon Country, CA Dec 2018 - Jul 2019

• Managed high-volume incoming calls (75-80 daily), assessing client needs and promptly inputting work orders into a Windows-based system, optimizing cost-efficiency through strategic technician assignment based on geographical locations.

• Ensured timely and accurate communication between clients, technicians, and management, maintaining up-to-date status situations and facilitating seamless operations.

• Contributed to the expansion of the company's online presence by maintaining current review boards, and efficiently managed the daily workflow for a team of seven, prioritizing assignments based on urgency and geographical location. Diagnostic Laboratories

Call Center Supervisor Burbank, CA Jun 2013 - Nov 2018

• Managed a team of 11 call center agents, ensuring efficient handling of 70-100 inbound and 30-50 outbound calls per night, while maintaining high-quality service standards.

• Oversaw 20+ phlebotomists across a large geographic area, effectively coordinating schedules, managing payroll and ensuring proper training and adherence to best practices.

• Dealt with escalated client complaints skillfully using active listening techniques, contributing to a significant decrease in staff attrition rate to 5% over a year.

• Maintained high-quality assurance in data entry queue within the Paradigm Platform and proactively updated departmental policies, demonstrating strong interdepartmental collaboration to reduce call turnaround times. Call Center Representative Burbank, CA Sep 2007 - Jun 2013

• Facilitated seamless communication between field technicians and clients, managing challenges and disseminating critical case information for up to 100 calls daily.

• Led a team of 10 technicians, optimizing assignment of orders based on geographical considerations and ensuring efficient utilization of resources.

• Administered a Linux-based operating system for order entry, maintained a comprehensive medical record database, and handled time-sensitive interdepartmental collaborations for blood draw orders. Russel Warner Inc

Call Center Lead Valencia, CA Jun 2003 - Sep 2007

• Managed and directed a team of 10 client representatives, overseeing schedules and timecard management, while enhancing operational efficiency.

• Handled up to 90 inbound and 50 outbound calls daily, assessing client needs, placing work orders, and addressing escalated client issues to ensure high customer satisfaction.

• Coordinated distribution of work orders to field technicians based on expertise and location, improving the flow of operations and ensuring accurate invoice distribution. Education

Marietta College

Associate's in Health Care Marietta, OH Jun 1996 Skills

Workflow, Workflow Management, Microsoft Windows, Operating Systems, Order Entry, Team Management, Multi-Line Phone Systems, Microsoft Windows Server, Construction, Customer Service, Customer/Client Driven Service Professional, Ability to Slide Between Demanding Projects, Timely Workflow Management, Excellent Multi-Tasking Ability, CRM Software, Quality Assurance, Communication Skills, Restoration Industry Experience, Linux, Active Directory, Risk Management, Proficient in Microsoft Outlook, Word, Excel, Outlook, Help Desk

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