Customer Service Account Manager

Steven A. Schultz

***** ************ ***** - *******, ** 20147

Phone 703-***-**** cell

Professional Experience:

Williams Lea Tag @ Goodwin Proctor – Washington, DC – 2016 to June 2021

Account Manager III

As the Account Manager, I was responsible for managing a staff of 10 employee’s that provide services in many areas to include, copy print operations, mailroom, shipping & receiving, facilities management, office supply ordering, reception, audio visual, conference & catering, inventory management, accounts payable and completing three monthly invoices. I attended monthly video conferences discussing operations, budget and profit & loss statements. I held monthly meetings with the client to discuss invoice and operational concerns. I was involved in developing a quarterly business review that included a video conference between all Goodwin Proctor sites. Among other duties, I consulted with event planners about menu planning and room set ups to include any audio and visual needs an event may need. My goal is to provide the best customer service possible to include gaining trust with my employee’s through training and providing upward mobility.

Cleary Gottlieb Steen & Hamilton – Washington, DC – 2005 – 2016

Support Services Manager

As the Support Services Manager, I was responsible for managing the overall operations of the department to include a staff of 25 employees that worked in scanning, external messenger, facsimile, photocopying, postage, office supply and all security card functions within the firm. I have also assisted in many of the facilities functions of the firm to include the outsourced in-house Café operations. I manage the recruiting, training, counseling and provide direction to employees under my supervision and develop the policies and procedures to govern the department’s operations. I’m also responsible for communicating and maintaining relationships with vendors for the purposes of purchasing, leasing and procuring equipment and services for the Firm.

Merrill Corporation –Washington, DC – 2001-2005

Senior Client Services Manager

As a Senior Client Services Manager, I was responsible for the day to day operations of the facilities management site; supervising, training and counseling employees.

Supervised mail, messenger, duplicating, fax, office supply inventory control, housekeeping, scanning operations, records management, office moves, patent trade operations, security, service contracts and other facilities issues as assigned by the senior operations manager for the firm.

Provided support and partnership with Human Resources on all issues and concerns to include disciplinary actions, training and goal setting. Recommended candidate for employment, conduced performance evaluations and salary reviews for assigned staff and was responsible for the application of organizational policies.

Implemented customer service training for staff to assure service levels exceeded customer expectations. Implemented new incentive plans for perfect attendance and customer satisfaction. Help to develop and adopt a new employee orientation for the company nationwide.

Heartland Industries – Leesburg, Va – 2000 - 2001

Operations Sales Manager - Supervised a million dollar annual business selling backyard storage buildings and play sets. I was able to set company revenue goals after 3 months of services. Met sale goals and earned bonus dollars all four quarters employed.

Organized and built a new and more customer friendly showroom. Established builder service expectations with concerns to customer needs. Set up service department to keep the builders installing new products in order to boost revenue. Established builder incentive plans through customer surveys. Worked with corporate office to stream line ordering via the internet. Negotiated new vendor accounts and was instrumental in setting up national accounts with Home Depot.

Merrill Corporation – Washington, DC – 1998 - 2000

Client Service Manager/Facilities Manager - This position was more aligned with Facility Operations to include the supervision of all firm equipment for the kitchens, scheduled carpet maintenance, office moves, records management, new firm employee orientation, the recommendations and purchasing of all equipment. I worked directly with firm administrator on all critical needs, organized and set up new policies and procedures in office services, and supervised all hiring, training and disciplinary actions for Merrill staff.

Balmar Printing– Washington, DC – 1989 - 1998

Senior Operations Manager - Developed and administered all policies and procedures for 18 facilities management sites to assure the efficient operation and management of these sites.

Within these 18 sites, directly and indirectly supervised 180 employees. Responsibilities included recruiting, hiring, goal setting and developing customer service skills. Developed and implemented a new training program for site managers and employees to provide a structured customer service training experience.

Assisted in budget development, control of non-billable overtime, cost overruns and maintained equipment inventory. Authorized vendor payments, negotiated and recommended new equipment and services directly for the client. Assisted all sites with site planning, office moves, off-site record storage and housekeeping needs. Managed the daily operations of photocopying, fax, mailroom and receptionist duties. Worked directly with Human Resources in hiring, disciplinary actions and new employee training.

Software Skills - Microsoft Office (Excel, Word, PowerPoint). Chrome River, People Soft, Field Glass, Ultipro.

Education - Siena Height University - Adrian, Michigan (B.A. – Hotel and Restaurant Management, Minor in Business Administration)

References available upon request.

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