Mason D. Biser adyi8g@r.postjobfree.com 510-***-****

Professional Summary

Dedicated administrative professional with a background in both supervisory and IC roles. 15+ years of experience managing and developing customer service teams, driving operations, and cross-functional project management in both onsite and distributed teams. Highly organized, personable self-starter with the ability to multitask effectively in fast-paced environments. Broader experience includes office management, records retention, database management, performance analytics, and fostering employee engagement and team collaboration.

Technical Summary: Microsoft Office, GSuite, Salesforce,

Oracle CRM & Financials, COMMAND, IBM Notes, Shadow CMS, Citrix

Zoom, ShoreTel, Kronos, TimeClock Plus, Talk Desk, Dial Pad, Service Titan,

Asana, Gmail, Finale.

Professional Experience

Project Manager/Estimator Barnett Plumbing and Water Heaters, Livermore, Ca 11/2022 – Present

●Prepares the project installation plan, determines goals, managers the plan, prepares and implements job procedures.

●Maintains all records of job status, job changes, and material flow.

●Analyzed project scopes to build accurate estimates requested from customers. Maintaining a 100% accuracy rate with submitting estimates in less than 48 hours.

●Collaborated with technicians and vendors to build estimates for complex plumbing jobs.

●Processed rebate applications and enrollment forms for energy efficient appliance installations with the state of California.

●Assisted with permit applications and assisted in developing permit processes for each city within our service area.

●Created efficiencies for technicians to access current plumbing codes to increase estimating efficiencies while on the job. Saving time and money by minimizing return trips for corrective repairs.

●Coordinate internal resources and outside consultants to ensure timely completion of each project.

●Built strong relationships with customers, vendors, and fellow teammates through exceptional communication skills.

Customer Service Manager Recology, San Carlos, CA 01/2022 – 11/2022

Manages a customer service team of 19 representatives and accounting clerks. Drives department operations to ensure delivery of exceptional customer service experiences.

●Generated presentations and conducted meetings with company leadership to provide updates on work activities, analysis, and KPI reporting of customer service metrics.

●Develop and implement action plans necessary for improving the quality, productivity, and overall performance of the customer service team.

●Responsible for identifying operational leaks in service delivery and redesigning processes and strategies to optimize workflows. Investigate and determine sustainable solutions to complex customer problems.

●Staff resource management, including hiring, training, and forecasts to maintain a full team of representatives. Provide coaching and additional training development where needed.

●Work cross-functionally and collaboratively across various programs, departments, and partner agencies to align to organizational goals aimed at reducing costs.

●Drive employee engagement and a collaborative team culture through development and implementation of recognition programs and social activities.

●Demonstrated ability to provide clarity around complex situations, work efficiently, and improve process and workflows.

Customer Service Supervisor Recology, San Carlos, CA 02/2019 – 01/2022

Department Supervisor of a successful team of customer service representatives. Responsible for driving the team to meet company objectives in accordance with the organizational policies and applicable laws. Managed the on boarding and development of representatives.

Transitioned team of 16+ representatives to fully remote work, identifying and leading technology rollouts, IT support, and system updates to ensure operational efficiency.

Created training manuals for procedures and policies to improve support structures company-wide and boost customer satisfaction.

Demonstrated ability to manage multiple concurrent deadlines and shifting priorities.

Primary point of contact for escalations regarding critical customer issues with a strong ability to de-escalate customer concerns through active listening, empathy, and strong knowledge of processes.

Worked collaboratively across multiple departments to ensure completion of projects under tight weekly, monthly, and quarterly deadlines.

Enhanced company culture by creating training games that not only enhance morale but function as a tool to continuously develop customer service skills.

Led multiple committees, including Community and Corporate Event Planning, Social Media, Records Retention, and company Wellness Champion.

Dispatch Supervisor Cemex, Inc., Livermore, CA 06/2016- 01/2019

Managed a team of 15 representatives, with a focus on standardizing work and implementing continuous improvements company wide.

Created onboarding and training manuals to standardize all compliance processes for new hires.

Partnered with HR to adhere to all Union Local Teamster requirements. Investigated and resolved disputes and participated in monthly labor relations meetings.

Processed 200+ union driver schedules, reporting PTO information to HR.

Primary point of contact for escalations of critical customer issues and timely resolution.

Made continuous efforts to improve safety in coordination with compliance departments.

Production Supervisor Tesla Motors, Fremont, CA 06/2015 - 06/2016

Production line supervisor of 52 employees; running 6 assembly lines. Responsible for implementing cost saving measures, employee career development and recognition, and driving constant communication within the team.

Inspected equipment and work areas to identify efficiency and safety issues and resolve them.

Oversaw inventory and periodic cycle counts to verify and improve best practices.

Managed complex production schedules to meet changing demands.

Developed student curriculums for classes oriented toward building a GigaFactory workforce.

Implementation and redesign of the Safety Audit boards weekly safety and process assessments.

Customer Service Supervisor EXP Pharmaceutical Services, Fremont, CA 02/2012 - 05/2015

Lead a six-member team, coordinating work across multiple internal and external departments, including the CEO, DEA and government officials, medical and legal professionals. Extensive technical and legal. Conducted negotiations with pharmaceutical manufacturers on behalf of customers and documented outcomes. Tactfully resolved challenging situations with professionalism to increase customer satisfaction.

Customer Service Representative Kennerly Spratling, Inc., Hayward, CA 09/2011 - 02/2012

Worked across multiple departments to manage complex production scheduling, delivery coordination quality assurance and delivery to high-volume clients.

Coordinating Supervisor EXP Pharmaceutical Services, Fremont, CA 06/2010 - 09/2011

Managed 38+ processing and sorting line employees in accordance with company policies and procedures. Assigned tasks, directed departmental operations, and ensured employee accuracy in processing. Signed off on all orders to be sent to billing and documented accounts with extreme attention to detail.

Education and Training

Bachelor of Arts, History with a Minor, Sociology Sonoma State University, Sonoma, CA

Associate of Arts, Individual Studies Foothill College, Los Altos Hills, CA

Certified Personal Trainer National Academy of Sports Medicine

Personal Interests

Sweeper/Fullback for Men’s Varsity Soccer Team, Foothill College

Personal training with a focus on weight training and endurance training: Tough Mudder challenges, CrossFit, hiking, and running marathons.

Love discovering new movies, travel of all kinds, keeping up with my large family and friend base, and maintaining my status as “Favorite Uncle” to my nieces and nephew.

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