Customer Service Manager
Resume:
PHILIP SHIELDS
*******@***.***
SUMMARY OF QUALIFICATIONS
Customer Service Professional with over 20 years of experience is seeking full-time employment. Applicant has excellent written and verbal communication skills with intermediate experience with Microsoft applications and other software programs. Applicant has experience with multi-functional software programs/systems including but not limited to confidentiality, security, document management, database management, forecasting, time reporting, scheduling, invoicing and inventory control. Detailed oriented and self-motivated individual able to work within a team environment or independently.
RELATED EXPERIENCE
FIRST STUDENT, Olathe, Ks (December, 2015 to present)
School Bus Driver
Drove scheduled bus routes daily with Early Childhood students
Remained flexible to adjust to changing business/routing needs (Substitued and combined other routes as needed).
Bid on and drove buses for various trips (school activities and other charter trips)
Bid on and drove for summerschool and summer charter services.
Maintained all training, DOT physicals, etc.. as required.
BELLCO CREDIT UNION, Greenwood Village, CO (November 2012 to May 2015)
Administrative Services Representative
Received monetary recognition award for accuracy/timeliness of completion of database update
Served as main point of contact for supplies, inventory, print services and property management vendors for the corporate office and 21 branch locations
Managed maintenance for 6 vehicles utilized by management
Provided coverage for security desk during the lunch hour and Saturdays
oMonitored security alarms for corporate office and branches
oBypass alarms, contact/point person if emergency/1st responders were necessary
oProvided security consultation and monitored issues via onsite camera as needed
oMain point of contact for scheduling service for all ATM’s
Organized employee moves, ordered equipment and supplies, and ordered named plates and security badges for new hires
Member Services Representative (Call Center)
Received monetary recognition reward for providing “WOW” customer service as benchmark to call center team members
oResolved member issues for deposit/withdrawal, account inquires, and wire transfers
oUpdated member information as required to meet member’s financial needs
oSimultaneously utilized multiple software systems
Production oriented with focus on quality/accuracy, attendance, and punctuality
Member of following teams: business accounts, loan processing, mobile banking, wire transfer,
IRA, health care spending accounts, card services, bank statement proofing and E-Mail issues from members
JOHNSON CONTROLS INC., Littleton, CO (2005-2009)
Service Operations Agent Assistant
Assisted in managing the service line of business for commercial HVAC services group
oManaged warranty processes, provided customer service support for service and placed parts orders for Colorado territory
oReconciled work orders against contract terms including warranty and preventative maintenance to generate customer invoices
oScheduled labor and ordered materials & parts based on job needs and work design specifications, developed/selected the most appropriate low cost delivery option and minimized company’s parts costs ensuring on time delivery to job sites
oDaily posting of service request information, service tickets, material purchases, as well as entered contract information & assisted management in labor and parts inventory
oGenerated scheduled service reports, tracked completion of jobs & verified warranty information.
oManaged project to close and resolve 18 month backlog of warrantable/service calls/costs to current reimbursable status
Systems Administration Specialist
Provided a wide array of customer service support for a $30 million HVAC construction project (Denver Children’s Hospital)
oCollaborated with general contractor, branch/systems managers, vendors, and subcontractors to ensure accurate and timely documentation of processes and services
oProcessed subcontractor invoices for payment and created invoicing for completed services
oPurchased and managed inventory for project
oManaged compliance with safety regulations/requirements for all employees and subcontractors under general contractor’s guidelines
FEDEX KINKO’S, Denver, CO (2001-2005)
Customer Service Assistant
Provided customer service support through multiple activities at various FedEx Kinko’s locations including driver dispatch support, retail counter sales, print/copy production management and FedEx shipping support
Document Control Specialist
Provided customer service for all print/copy orders & oversaw the management of customer’s digital document library, interacted with customers/clients, digital specialist, production control, and delivery personnel to ensure accurate document creation, storage, production and delivery of completed documents (digital & hard copy.)
XEROX BUSINESS SERVICES Englewood, CO (1990-2001)
Staffing Coordinator
Interacted with regional, branch, and facilities account managers to determine staffing requirements for Colorado
Identified potential employees and conducted interviews to create a “labor pool” of “ready to hire” personnel
Facilities Account Manager
Managed on-site facilities for five accounts providing print/copy, mailroom & digital services (24/7 25 employees)
Production Control Coordinator
Customer liaison for on-site print/copy center at customer location & creating production schedules for 27 co-workers
Account Support Representative
Provided customer support (team of 8 people covering 50+ accounts and 300 associates) for digital print/mail centers
Account Lead
Provided customer support as primary contact for customers and facilities manager at onsite print/mail centers
EDUCATION
Bachelor of Science in Education: Mid-America Nazarene University, Olathe, Kansas 1981
Master of Organizational management: University of Phoenix 1993
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