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Customer Service Manager

Dumfries, VA
December 26, 2019

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To obtain a position that involves providing results-oriented leadership with progressive experience across diverse industries. Excel in strategic planning, process improvement, and project management with my proven ability to identify and capitalize on opportunities to drive revenues, streamline operations, optimize working capital, and slash operating expenses. Utilize my skills as a communicator with a reputation for forging strong business partnerships and motivating large cross-functional teams to succeed in achieving business goals.


Project Management ~ Process Development & Implementation ~Technical Support Delivery & Outsourcing ~ Customer Satisfaction & Retention ~ Strategic Planning Organizational Development ~ Cross-functional Leadership ~ Analytical & Conceptual Problem Solving ~ Change Management ~ Performance Improvement ~ Budgeting ~ Low Voltage Installations ~ Home Automation


Networking: Network Interface Cards (NICs) ~ PCs & Laptops ~ Bridges, Hubs, & Routers ~ Network Servers ~ LAN ~ WAN ~Wi-Fi ~ Fiber-optics ~ MS Office ~ Windows XP

Telecommunications/Electronics: Satellite installation and service ~ cable installation and service ~ telephone interface and home wiring ~ Custom Home Theater Installation ~Home appliances ~ electronic sales ~ Electrical line maintenance ~ Cable TV (CATV) restoration and disconnection service ~ low voltage wiring & installation CCTV, Security Alarm Systems (retina, fingerprint, keypad, access card, video, motion, fire, etc.), and commercial door access controls ~ Automatic Home Door Access Control, Fingerprint Analysis


1999, AT&T, Received Accreditations in NTSC

1996, Baltimore City Community College (BCCC), Baltimore, MD, 30 credits, Electronic Engineering degree

1996, BCCC, Received certificate in FIBER OPTICS and installation and design of CAT3, CAT5, & CAT6

1995, Perfect 10, Custom Home Theatre Installation & Design


MSI INCORPORATED, Technician, 2010

Restored customers’ electrical services at the service head and customers meter

Experienced with BGE's MDT computer software--performed approximately 18 to 25 jobs per day

Vitel Communications, Supervisor, 2007-2008

Selected to Fast track advancement for the position of Supervisor based on consistent contributions to organization’s customer service and technical support operations

Managed technicians contracted to install triple play service through Comcast

Performed service calls and quality control audits to ensure completion of work

AEROSAT INC., DIRECTV Satellite Installer, 2006-2007

Performed installation and service of DIRECTV satellite systems with customer satisfaction as the priority goal

Provided professional customer service for DIRECTV--consulted with new clients who required installation of custom Home Theater systems

C-Core, Supervisor, 2005-2006

Managed a team of 8 Comcast Digital Voice (CDV) installers in Montgomery County to help Comcast eliminate customer service problems as well as no call-no shows generated by previous contractors.

Decreased customer service problems by 80% within 14 of days

TCI Communications, Customer Retention Team Leader, 1997-2002

Improved previous techniques used in retaining customers by implementing an incentive based program that decreased customer turnover by 60%

Increased retrieval of cable equipment by improving the wages for retrieving the equipment—resulted in the technicians being more effective with equipment retrieval

Strong Arm Lumping Service, Project Manager, 1993-1996

Spearheaded the implementation of organized labor for 40 major trucking companies

Ensured the safety and accountability of more than 200 drivers who were contracted to deliver products to Giants food warehouses

STARLINE COMMUNICATION, Project Manager, 1999-present

Responsible for contract negotiations with DIRECTV, Metron North America, Digivision, Circuit City, Best Buy, Radio Shack, DSI, and Direcway

Performed technician recruitment and training

Balanced accounts receivable and accounts payable

Devised Inventory program to track equipment and system alerts when equipment required ordering

Routed job assignments and provided customer service from 8am-6pm Monday through Saturday

Created employee effectiveness tools by assisting in developing a web based system accessible to installers to help the technicians’ fast track job assignments; provided an interface to facilitate communication with customers

Created a "Process Continuity" position chartered to document critical path workflows and all client touch points "to" and "from" technical services

Performed emergency calls and assisted in resolving issues with dissatisfied customers by promptly responding to all service calls

Provided employment opportunities for the hearing and speech impaired and trained them to become satellite technicians

Provided 14 out-of-state technicians to the DIRECTV YES network to assist with installations in New York for six months

Dramatically improved operational effectiveness of the Technical Support Organization--assessed and realigned employee skills with appropriate tasks and functions

Recruited, trained, and developed 10 quality candidates for the installation of DIRECTV and Direcway systems

Optimized the reliability of customer satisfaction by supplying more than 140 experienced and reliable technicians

Eliminated client escalations by developing a customer call back system to ensure that installation was performed per DIRECTV/Direcway standards

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