Customer Service Manager

Joshua M Croce

Clearwater, FL 727-***-**** ***************@*****.***

EMPLOYMENT HISTORY

Trilogy Medwaste Clearwater, FL

South East Regional Service Manager Aug 2018 to Present

Manage a team of 46 employees consisting of 9 Area Service Managers, 6 Program Managers, and 31 Technicians across 9 states

Primarily responsible for daily operations and employee supervision to ensure regional goals such as customer satisfaction levels, employee coverage, and budgets are met

Manage end-to-end procurement cycle for customer equipment and tools

Daily review of RO, payroll, Telogis/GPS, sales, and inventory reports

Consistently achieved 100% of goals each quarter/year since August 2018

Effectively manage $22 million “book of business”

Regularly meet with health system executives for quarterly reviews

Ensure Trilogy’s 25 Southeast facilities are operating at full capacity with no interruption

Directly responsible for ensuring new customer set-up satisfaction levels

Responsible for managing installation teams across the US and ensuring a seamless transition from competitive vendors

Full responsibility for Area Service Manager and Technician hiring and onboarding

Responsible for establishing strong third-party vendor relationships Daniel’s Sharpsmart Inc Clearwater, FL

Field Service Manager - Florida Dec 2011 to Aug 2018

Manage a team of 11 employees across 2,500 client accounts with the primary responsibility of ensuring the highest level of client satisfaction and safety levels, as well as controlling Dainel Sharpsmart costs

Responsible for establishing key relationships with facility staff, monitoring customer service levels and ensuring customer needs are met

Manage end-to-end procurement cycle for customer equipment and tools

Work directly with facility department heads to ensure service schedule meets customer needs

Responsible for full employee hiring lifecycle which includes interviewing, hiring and training service technicians

Meet with key facility personnel to ensure Dainels Sharpsmart complies with hospital standards, while simultaneously communicating key aspects of the Daniels Sharpsmart safety and segregation program Brand Energy and Infrastructure Swedesboro, NJ

Laborer Aug 2009 - Dec 2011

Responsible for ensuring field safety standards across scaffolding, paint, and insulation teams Cento Fine Foods Thorofare, NJ

Warehouse Lead Jan 2002 to Aug 2009

Manage a team of 15 employees to maintain warehouse inventory levels and quality control, as well as order management

Ensure delivery vehicles were loaded/unloaded on schedule and optimize truck capacity COMPUTER SKILLS AND EDUCATION

Associate of Science: Nuclear Engineering

Salem County College, Carneys Point, NJ

Proficient on PC computers including word processing, spreadsheet and email applications

Forklift Certified

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