Customer Service Manager

JIM WESTOVER

Souderton, PA ***** 267-***-****

*************@*****.*** https://www.linkedin.com/in/jim-westover/

CAREER SUMMARY

Service Manager • Service Director • Entrepreneur

A versatile professional with expertise spanning strategic planning, product improvement, and business management success.

A dynamic and motivated professional with an educational background and proven work ethic to guide and support customer service and continuous improvement.

An out-of-the-box thinker who is comfortable working collaborative or independently to ensure solutions consistently meet or exceed business goals.

A dedicated leader known for gathering and implementing feedback to strengthen my department, with the skillset to analyze complex information, manage key projects, train, and direct high-performing teams, and proactively resolve complex issues and obstacles.

AREAS OF EXPERTISE

Project Coordination

Vendor Management

Strategic Development

Cost Optimization

Mentoring

Process Development

Communication

Customer Service

Collaboration

Administration

Issue Resolution

Microsoft Office Suite

PROFESSIONAL EXPERIENCE

Pulte Group, Basking Ridge, NJ August 2022 – Present

Pulte Homes is the nation’s third largest home builder with operations in over forty major cities and since 1950 has delivered almost 750,000 homes.

Customer Care Manager

First point of contact for my homeowners with any concerns they may have in their home. I conduct the initial analysis of any customer concerns and determine the appropriate course of action to resolve their concerns by applying root cause analysis.

Managed the life cycle of multiple projects with my trade partners and homeowners, ensuring projects are completed on time, within budget, and to my homeowner’s satisfaction.

Collaborated with cross-function teams, including construction managers, sales, corporate, and trade partners to ensure seamless project execution.

Bergey’s Automotive, Souderton, PA April 2019 – August 2022

A family-owned company operating auto dealership, truck centers, tire and auto centers, commercial tire centers in Pennsylvania, New Jersey, Delaware, and Maryland.

Customer Service Manager

Contributed to operational excellence by developing and implementing new processes and driving continuous improvement across shop efficiency and customer satisfaction. Established a new special ordered parts process that significantly reduced human error by increasing accountability and transformed the daily task model to include dispatch with each technician’s name and the required jobs for the day which increased efficiency.

Trained, mentored, and supported customer service advisors, resulting in several employees earning promotions to management-level positions: directed and supervised technicians.

Earned recognition for consistently outperforming both zone and regional customer satisfaction scores.

Allstate Insurance – Westover Agency Warrington, PA November 2013 – April 2019

Family-owned agency providing home insurance, auto insurance, life insurance, and financial services to protect what matters most by working closely with Allstate Incorporated to make sure every policy was written in compliance and in our client’s best interest.

Agency Owner / Principal

Promoted operational excellence by recruiting, mentoring, and managing sales and support staff, including executing disciplinary and dismissal decisions. Coached sales staff and support staff on closing opportunities, role playing on missed opportunities, and best practices in customer service.

Achieved an 86% customer retention rate following three consecutive rate increases.

Spearheaded the development and implementation of a target market mail campaign that increased agency sales by 78% within one year with ongoing year-over-year growth.

Defined personal and staff sales goals while establishing a culture centered around accountability.

EDUCATION

Master of Business Administration (MBA)

University of Southern New Hampshire, Manchester, NH, On-Line

Anticipated Date of Graduation October 2025

Honor Roll four consecutive terms with a GPA of 4.0

Bachelor of Business Administration (BBA)

Temple University, Fox School of Business, Philadelphia, PA

American Institute of CPA’s Certificates

Coursework: Coaching and Mentoring, Time Management Tips for Crunched Professionals, Microsoft Power BI- Introduction to MS Power, Microsoft Power BI – Prepare Your Data Efficiently, Critical Thinking Skills, Understanding Robotic Process Automation, Building Your RPA Strategy, Preparing for RPA Implementation and Culture Shift

Product Ideation, Design, and Management Certificate

University of Maryland, On-Line

Coursework: Developing Innovative Ideas for Product Leaders; Product Management Essentials; Establishing Product-Market Fit; Creative Design, Prototyping, and Testing; Financial Management for Product Leaders

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