Customer Service Operations Manager

SUMMARY

SKILLS

DENNIS FEIGHNER

***A National Ave, Staunton,VA.24401 H: 765-***-**** ***************@*****.*** Skilled Maintenance offering proven leadership, problem-solving and team building abilities developed over progressive career. Consistently empower employees to improve performance and maximize customer satisfaction through advanced training and mentoring. Resourceful and forward-thinking Manager steadfast in pursuing opportunities to improve day-to-day operations and bottom-line profits. Forward-thinking Manager with 20 plus years of relevant work experience. Offering excellent problem- solving, communication and multitasking abilities. Background planning and managing innovations to existing processes, implementing new processes and installing HVAC and Maintenance equipment. Resourceful and adaptable Manager with over 20 plus years of experience in scheduling, staff training, protocol development and process improvements. Meticulous team builder with expertise in employee engagement, customer relationship management (CRM), time management and conflict resolution. Customer- focused leader seeking to leverage background into assistant or operations manager role. Hardworking and motivated management professional with 20 plus-year record of success in Maintance and solid history balancing team performance, customer service targets and business objectives. Dedicated to working closely with front-line employees to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills. Knowledgeable Team Trainer skilled in stepping into any team role and assisting employees with learning tasks, improving performance and maximizing efficiency. Top-notch planner, organizer and problem-solver.

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Contract development and

management

Issue and conflict resolution

Capital improvement planning

Project management

Key accounts and territory

management

Brand management

Staff development

Lead generation

Systems and automation

applications

Adaptive team player

Staff training and development

MS Office proficient

Flexible schedule

Loss prevention

Advanced mathematical

aptitude

Detail-oriented

Strong communication skills

Employee scheduling

Store maintenance

Time management

Invoice processing

Organizational strengths

Courteous demeanor

Personnel training and

development

Flexible scheduling

Inbound and outbound calling

Excellent multi-tasker

Inventory control procedures

Dependable and reliable

Effective team player

Office equipment proficiency

Proficient in MS Office

Cash handling accuracy

EXPERIENCE

Superior organization skills

Organized

Savvy negotiator

05/1986 to 06/1996 Maintenance Supervisor

Cheaspeake Redevelopment & Housing Authority Cheaspeake, Va. Delegated daily tasks to employees to manage resources and meet deadlines.

Supervised facility operations, including preventive maintenance projects, employee tasks and performance and adherence to safety standards. Established and implemented new procedures for standard maintenance scheduling.

Collaborated with multiple departments to maximize workflow and efficiency.

Provided insight and information to management regarding onsite improvement project specifications.

Replaced wall sockets, ran lines and completed basic carpentry to finish installations.

Read blueprints and specifications to determine best methods to approach to remodel and serving guidelines.

Monitored maintenance scheduling and reported maintenance team information to management.

Implemented new component, fixture and motor systems to increase power flow abilities.

Assisted team in completing job tasks quickly and accurately with appropriate use of instruments and tools.

Used electrical drawings to troubleshoot and repair electromechanical and various other systems.

Managed team of employees, daily progress reports and overall project planning.

Diagnosed and repaired mechanical machinery issues. Collected data to compile detailed reports for upper management and closely monitored equipment, tools and system upgrades. Analyzed and identified equipment failure root causes and initiated correction actions.

Minimized costs by working and negotiating with multiple suppliers. Repaired leaking faucets, clogged toilets and other equipment to keep bathrooms fully functional.

Performed repair work on [Type] and [Type] equipment, typically returning machines and tools to service within [Number] [Timeframe]. Oversaw onsite safety compliance to safety regulations and OSHA standards.

Diagnosed equipment malfunctions and completed repairs to restore equipment and maintain uptime.

Eliminated downtime, designed effective budgets, allocated tasks and maintained high standards of production to optimize productivity. Maintained performance by cleaning and lubricating components such as [Type] and [Type].

Identified and implemented new method for streamlining [Type] process that resulted in increased workflow by [Number]%.

Double checked supply inventories to ensure project specific correctness and optimize work readiness.

Implemented improved training procedures to better develop new personnel.

Actualized strategic plans and managed equipment, lifecycles and processes.

Developed process improvements to increase reliability and equipment performance.

Assessed daily workloads, scheduled and planned daily assignments and oversaw numerous projects.

Managed maintenance activities, including supervising staff and inspecting equipment.

Contacted vendors to ascertain and procure necessary equipment and tools needed to successfully complete jobs.

Managed and delegated 10] employees.

Calibrated devices to optimize performance and maintain longevity of equipment.

Coordinated with outside vendors to prepare for large HVAC installations and complex repairs.

Specialized in HVAC systems, completing thorough inspections and skilled repairs.

Specialized in HVAC systems, completing thorough inspections and skilled repairs.

Coordinated with outside vendors to prepare for large [HVAC } installations and complex repairs.

Specialized in HVAC systems, completing thorough inspections and skilled repairs.

Operated light, fan, plumbing, hydraulic, electrical and pneumatic systems and managed employees.

Read blueprints and specifications to determine best methods to approach to remodel projects.

Removed snow from sidewalks using shovels and [Type] equipment and placed rock salt to prevent falls.

Cleaned restrooms using ammonia and other chemicals to minimize spread of germs.

Implemented preventive maintenance practices and upheld equipment guidelines to avoid failures.

Completed routinely and to maintain operations throughout entire facility. Completed assignments on-time and under budget.

Safely and efficiently finished repairs while supporting team members with tasks.

Worked with Hand and power tools safely to alleviate min. workplace accidents.

Mowed and trimmed lawns, using mowers and hand-powered trimmers, cleared debris from the grounds.

Secured all doors and windows after hours to prevent theft and trespassers. Dismantled equipment to access, remove and replace defective parts to maintain operability.

Placed trash, yard clippings and other types of debris in proper receptacles to keep grounds neat and manicured.

Fixed building systems and structural components using professional finishes.

06/1992 to 08/1998 Manager and Owner

D & P Cleaning & Maintenance Service Norfolk, VA Managed Cleaning and maintenance department with over 10 employees and with a min. budget.

Managed day-to-day operations, including supervision and assignment delegation for 10-member team.

Executed new training initiative to improve skills and develop leaders from within.

Led employee performance reviews and discussed improvement strategies with each team member.

Trained and mentored new employees to maximize team performance and achieve daily performance objectives.

Determined efficient work schedules for team on a daily basis to keep project moving and each shift properly staffed.

Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.

Consistently met financial targets with close monitoring of expenses, labor hours and supply use.

Coached new team members on job tasks and performance strategies. Showed over 10 associates new procedure and product techniques over monthly base.

Recruited and hired qualified candidates to fill team vacancies by posting openings in local newspapers, using job boards and sharing details via social media platforms.

Partnered with Co- owners to develop and implement merchandising plans to guarantee profitability on weekly basis.

Assessed risks in relation to vendors, manufacturers and suppliers to assist upper-level management.

Maintained open and professional team relationships to quickly identify and resolve issues.

Cleaned work areas regularly to keep team efficient and eliminate any safety concerns.

Enhanced team member productivity by improving monitoring systems and motivational strategies.

Gave input on how to improve training and employee productivity. Analyzed employee workloads to meet seasonal fluctuation needs. Communicated store policy violations to upper management to prevent shrinkage and misconduct.

Coordinated, led and executed brand training presentations for trade or trend shows and new partners to generate and drive product awareness and sales.

Trained !0 employees in inventory practices, POS systems and product knowledge, contributing to100% increase in customer satisfaction ratings. Decreased costs by negotiating with vendors and suppliers for better EDUCATION AND TRAINING

ACCOMPLISHMENTS

prices.

Monitored safety and functionality of Cleaning and maintance equipment and made adjustments to optimize productivity.

Increased safety awareness by which led to no injuries on team. Established, enforced and updated policies keeping business agile and responsive to changing market conditions.

Facilitated on-site staff training and developed processes and procedures to increase accuracy.

Maintained high level of morale and team-work on production floor through frequent communication with 10 employees.

Oversaw personnel recruitment, performance and scheduling. Set and administered annual operating budget, consistently maintaining controls and preventing overages.

Assessed employees' strengths and delegated tasks based upon expertise and knowledge, which increased workflows by 100%.

Trained current employees on additional job positions to maintain coverage of roles at all times.

Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.

Improved and assessed process functionality to eliminate downtime and boost productivity.

High School Diploma

Jefferson High School Lafayette, iN

Completed professional development in ICT work program, English, Shop courses and Social Science and studies

Completed professional development in ICT work program gram, English, Shop courses Social Science studies

Customer Interface

Greeted customers upon entrance and handled all cash and credit transactions. Assisted customers over the phone regarding store operations, product, promotions and orders

Customer Service

Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.

Computed Data Reports

Provided required weekly, monthly and quarterly reports listing figures and employee track records.

Customer Assistance

Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed. Sales

Consistently generated additional revenue through skilled sales techniques.

Process Improvement

Created new departmental procedures manual. Assessed organizational ADDITIONAL INFORMATION

training needs.

Protective Services

Applied safety procedures and policies as outlined in Department Safety Manual.

Veteran: with honorable discharge 1973 to 1977, Maintenance Supervisor background, and have apprenticeship in HVAC

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