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Customer Service Manager

Christiansburg, Virginia, United States
September 21, 2019

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*** ****** **

Christiansburg, Va.




E-mail :

Jeffrey A. Craft


**** - **** *** ***** ******* Dublin Va.

Area of study: Electrical / Instrumentation

Maintained 3.8 GPA

Awards & Commendations received

-Advance Auto Parts / Real Estate Department

Team member of the year 2007.

-Recipient of multiple customer service awards.

-Expert Negotiator Certification

-Notary Public for the Commonwealth of Virginia.

-Received a commendation on 90-day employment evaluation.

-Received a commendation from Darren Jackson (CEO of AAP) for work on emergency services during hurricane season.

-Received a commendation for outstanding leadership from Tammy Kozikowski (Chief Development Officer of AAP).

-Steele Academic Scholarship recipient.

-200+ letters of accolade from local AAP stores and regions.

Work experience

03/29/2019 – Current

Elite Facility Solutions, LLC

Director of Operations and Facilities

Daily Supervision of Service Team Leads, who are responsible for repairs in all trades (Including All Mechanical, Electrical, Plumbing, Roofing, Parking lot maintenance, Enclosures, and other general construction building maintenance and projects for multiple retail clients (Advance Auto Parts, Whole Foods, Etc.)

Process development, improvement and implementation of all infrastructure for all internal and external programs. Including IT, Permitting, Accounts Receivable, Human Resources, Etc.

Implementation of new reporting standards.

Research and Development of Proprietary Service Software.

Internal and External contracts and vendor relations

Client Capitol Expenditure analysis and reporting.

RFP/RFI team lead.

Internal and External communications direction.

Emergency Management Team Lead

02/01/2017 – 03/29/2019

Atlas Sign Industries, Inc.

Operations Manager

Daily Supervision of Service Department staff who are responsible for repairs of signage and electrical, at a national level for multple retail clients (such as; Chase Bank, Sears, Target, Petco, CVS Pharmacies, Einstein Bagels, Advance Auto Parts).

Process improvement and streamlining of all departments.

Implementation of new service department structure and reporting standards.

Facilitates daily and weekly meetings with corporate clients, and internal departments.

Preparation of Request for Proposals (RFP) and Request for Information (RFI), with a focus on client specific capital projects.

Preparation of estimates for RFP’s.

Procurement of major material purchases and subcontractors (nationwide).

Development and implementation of software components, work order tracking, shipping of materials, and billing.

Development and implementation of national lighting and signage retro-fit projects. Interaction with clients to introduce LED technologies, as a cost-effective measure and energy saving tool. Advises clients on availability of rebates offered by state and federal agencies.

Emergency management (disaster / hurricanes). Onsite damage assessments for all signage, roof, parking lot damage, glass, and covering all building trades.

Hurricane assessments on 700 locations in Houston, TX, Florida Keys, and currently working on projects in Puerto Rico.

8/15/2013 – 01/31/2017

Insight Facilities Management, Inc.

Customer Account Manager

Daily supervision of 15+ full time employees.

Manage all maintenance and facilities activities on assigned accounts.

Work daily with all facilities, maintenance repairs, renovations, safety compliance, and emergency repairs. All the while performing to the client's set budget.

Accountable for cost analysis, quoting, and vendor accountability for all facilities and maintenance projects.

Establishes work requests/work orders.

Assigns vendor specific work orders such as, electrical, plumbing, HVAC, fire protection, glass and door, parking lot repairs/replacements, code violations, roofing and general construction projects

Specialties include HVAC, Electrical, and plumbing.

Organize, coordinate and plan all projects from beginning to end. Ensuring that completion results followed all criteria.

Responsible for hiring and firing of vendors.

Work daily with energy management initiatives, building plans, labor and mechanical related warranties and service manuals.

All facilities and maintenance related work completed to comply within local, state and federal guidelines.

Acquisition of all permitting to all local, state and federal guidelines.

Insured ADA compliancy on all projects.

Remediation of water, fire, and bio-hazardous damages.

8/1/2006 – 8/14/2013

Advance Auto Parts

Facilities Coordinator/ FSI Supervisor

Daily supervision of the FSI project and associated staff members.

Daily facility maintenance/management supervision of 600+ Advance Auto Parts stores, Regional Offices, and Distribution Centers. Worked directly with Senior Vice Presidents, Regional Vice Presidents, Division Leaders as well as the local Store Managers and Team Members.

Managed and maintained all aspects of facility maintenance and management for Advance Auto Parts stores.

The position required lease reading and interpretation, for landlord accountability. Worked closely with property management and the real estate department, to ensure policy compliance and consistent implementation of cure rights and abatements. Worked closely with property owners, sub tenant spaces and representatives often times negotiating favorable resolutions to disputes.

Reading and interpreting leases with an eye for detail and accurately integrating relevant information to identify monetary responsibility for the property. Emphasis on communication and team building to ensure dynamic performance.

Ensured vendor accountability and quality control. Evaluated vendor bids and performance of jobs rendered. Hiring and Firing of vendors accordingly.

Maintained an accurate budget and minimized expenditures for each local store and region. Ensuring that each store operated at maximum efficiency, while maintaining their individual and regional budgets. Identifying problem areas while tracking and monitoring all store expenditures and staying on task with careful examination of each stores period end results. This included, but was not limited to, capital accounting, capital projects and landlord reimbursements

Energy Management - Certified user of Phillips Teletrol and ADM Micro systems. Involved in the pilot phase, roll out, and commissioning of approximately 1700 stores. Utilized to train in-house employees and all new hires. Training included analyzing trends to troubleshoot HVAC equipment (including run times) and diagnosing issues that may have contributed to utility overages. Developed manuals and training material to troubleshoot each system which cut down on unnecessary work orders.

Energy Management (continued) - T12 to T8 Lighting retrofits and exterior LED retrofits as well.

Emergency management (disaster) practices were part of the ongoing activities in this position, along with the normal day to day tasks which include all mechanical systems, energy management systems, property maintenance (landscaping and irrigation), building maintenance, ADA compliancy, fire and building code violations, prioritizing and dispatching vendors to service HVAC, electrical, roofing, plumbing, lighting, signage, general contracting, as well as all facets of grounds and building maintenance. .

Utilized to train concepts, processes and procedure for all team members of the facilities group. Conducted and prepared trainings for groups, as well as needed individual trainings.

Ability to disseminate information in order to offer customers top notch service, while providing resolutions that would hinder the stores in their business. Fast paced work environment with extreme emphasis on customer service. Independently maintaining a productive working relationship with all vendors in order to ensure Advance Auto Parts meets or exceeds the company’s fiscal needs and goals.

Highly proficient with Computers, and Microsoft office products.

Additional experience & important information

I currently hold my Notary Public certification for the Commonwealth of Virginia.

Served as lead for the facilities group which created multiple annual vendor summits, held by Advance Auto Parts. I planned and organized all details from beginning to end, with a very successful outcome. Participated in the role as MC, as well as trainer.

I have attended numerous management workshops and trainings, and I have taught customer service and job related trainings.

I am a positive leadership role model with a “working together” mentality. Highly motivated self starter with an aptitude for learning and conquering new subjects. Task and detail oriented. Open to new ideas and welcome to change. Strong personal emphasis on customer service and the team concept. Committed to building and improving my personal skill sets, with a “lifetime learner” mentality.


Computers, fishing, building, furniture making, camping, and automotive work.


Caroline Crist (Montgomery County DSS Board Member)

- Former Supervisor

3841 Fieldcrest Dr. Riner, VA 24149


Dean Manutti (President, Fox Glass New Jersey)

– Former Business Associate

168 Franklin Corner Rd. Bldg 1, Suite 135; Lawrenceville, NJ. 08648


Theresa Perry (Energy Manager, Advance Auto Parts)

– Former Colleague

703 Wilder Dr. Charlottesville, VA. 22901


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