WILLIAM G. FORMAN

Cell 801-***-**** adrwmz@r.postjobfree.com

CUSTOMER AND TECHNICAL SERVICE MANAGEMENT; OPERATIONS MANAGEMENT; LONG TERM PLANNING; NON-PROFIT MANAGEMENT

Many years of experience building and managing effective customer and technical service departments. Strong background in hiring, training, team building, quality assurance and troubleshooting. Highlights...

• Built a customer support department for a growing software company that was recognized as No. 1 by a major publication for six straight years as the company grew 30% annually.

• Developed a plan to implement a formal customer and technical service function for a developer of an Occupational Safety and Health Monitoring and Compliance system.

• Designed and implemented an online training manual that enabled newly hired customer service representatives to become proficient in half the time previously required.

• Managed a customer service function for a financial services company that achieved record customer satisfaction ratings.

• Restructured the way in which donations are solicited by a non-profit raising public awareness of the Agency itself while maintaining a high level of donations.

BA - California State University - Long Beach

AAS - Computer Field Service - Portland Community College - graduated first in class

Microsoft Certified Professional

Greeter and Cashier Buffalo Wild Wings

Seat customers and take telephone orders.

Customer Service Representative Complete Recovery Corporation

Contact Comcast customers in an attempt to help them return unused cable equipment before being charged a fee for the equipment.

Cashier and Shopping Cart Sanitizer (Due to Covid-19) Sprouts Farmers Market

Help customers check out with groceries and other household items.

Customer Service Representative Maximus Federal

Receive and handle calls from consumers regarding the Federal Market Place for Health Insurance due to the ACA law. Left due to shoulder surgery.

Customer Service Representative R.O.I Solutions

Receive calls from customers looking for help arranging viewings of home rental properties.

Left due to mileage and time required for commuting.

William G. Forman, page 2

Customer Specialist Prince Perleson Temporary Staffing Assigned at Harland Clarke American Express Canada Marketing. Making marketing calls to Canadian businesses accepting American Express Cards.

Computer Specialist Walmart Stores

Keeping POS machines clean and operating. Repairing when necessary. Cashiering when requested.

Vice President, Donation Center Friends of Big Brothers Big Sisters of Utah Friends of Big Brothers Big Sisters of Utah is a business operated for the sole purpose of providing funding to the non-profit agency serving children in the State of Utah.

Increased Friends donation to Big Brothers Big Sisters of Utah by 25% within the first six months.

Reduced capital expenses by 40%.

Donation level is up 125%.

Brought professional management to Donation Center.

Achieved average employee tenure of 48 months versus the industry average of 12 months.

Managed DOT regulated trucking component, including scheduled maintenance and dispatch.

Trained office workers, warehouse workers and donation truck drivers.

Retired by company due to long return from failed ankle surgery.

Computer network specialist for donation center and assistant network specialist at Agency

CUSTOMER SUPPORT MANAGER EQUIS International Founded in 1985, EQUIS developed investment analysis software and data communications products. It was acquired by Reuters, Ltd. in 1997. Hired as a Customer Service Representative at a time when there was no formal customer support function. Promoted in two years to Customer Support Manager.

Built a customer support department that was recognized as No. 1 by a major publication for six straight years as the organization grew an average of 30 percent per year.

Achieved average employee tenure of 60 months versus the industry average of 18 months.

• Designed and led the development of the first online training manual. Shortened employee-training time by 60 percent, saving a minimum of 25 percent of the cost of a new hire.

• Attained and maintained 90 percent first-call solution rate.

• Led the team that designed the company's internal support tracking software. Reduced redundant information gathering by 75 percent.

• Directed advanced and Internet-related troubleshooting (FTP, TCP/IP, Web browsers, Java, graphic displays, communications ports, IRQ problems, MS-DOS and Windows troubleshooting and more).

Left due to new ownership bringing in their own management team.

Computer Smart

Sales/Technical Support Representative to fulfill internship requirement of Portland Community College

William G. Forman, page 3

Viking Insurance Company

Managed a large liability unit in the claims and customer service department. Left Viking to pursue a

degree in Computer Field Service.

Training

Supervising Technical People, Total Quality Management, Handling Difficult Customers, Dale Carnegie

Course, Dealing with Negativity in the Workplace, Covey Leadership Training, and many more.

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