Customer Service Operations Manager

*** ******* **** ******, ***********, SC *****

Ph: 201-***-**** Fx: 593-***-****

E-: *.******.******@*****.***

R. EDWARD PARKER

PROFILE: A Customer Focused professional with many years of experience in the Customer Service arena. A Team Player with excellent Customer Service, Sales and Negotiating skills. A superior verbal, telephone and written communicator. Strong analytical and problem solving abilities. Highly Organized and Detail oriented. A Company-loyal self-starter with the ability to work independently. A highly refined work ethic setting a strong example for peers & subordinates. Sensitive to the needs of the High Expectation client. SKILLSET: Familiar with CCC-One, Reynolds & Reynolds, CDK, ROWriter, H-D Talon, AS-400, Automate and DealerTrack. Fluent in MicroSoft Word, Excel, Outlook, Publisher and iWord ‘Pages’. EXPERIENCE:

ARMED SECURITY SUPERVISOR —

Weiser Security — 11/22 - Present

Security Captain/Operations Manager. Supervisor of 2 Subordinate Supervisors & 40+ Security Officers. Scheduling, Training, Counseling & Discipline of Officers at Volvo’s Ridgeville, SC plant. Aided in establishing & implementing security policies & parameters for Volvo USA Security. Monitored & helped maintain weapons training & equipment. Designated Point of Contact Nationally & Internationally for Volvo USA S/R Managers. G4S Security Systems/Allied Universal Security — 11/19 - 11/22 Assignment based security, Armed and Unarmed. SLED, BLS & AED Certified. Security Deterrent, Crowd & Traffic Control, PPE Compliance. Scheduling, Payroll, Training, Counseling & Discipline of Officers. Customer Service. SERVICE MANAGER —

Greer Mitsubishi — 11/16 – 4/17

Manager of both Parts & Service Departments. Average Department CSI of 97.8. Conflict resolution success rate of 100%

AAA Carolinas — 2/14 – 11/16

Staffing & supervision of up to 8 employees. Responsible for Dispatching, Scheduling, A/P, A/R, Inventory Maintenance and control, and Customer Relations and dissatisfaction resolution. Redesigned inventory management system for greater efficiency. Responsible for Employee relations, training, conflict resolution and discipline. SERVICE ADVISOR/CONSULTANT —

Nissan of Greer — 8/18 – 4/19

Crown Nissan — 4/17 – 8/18

Grand Prize of Nanuet — 2010 – 2013

Town Motors Audi — 2008 – 2010

*Prestige MINI — 2007 – 2008

*Harley Davidson of Bergen County — 2005 – 2007

Cerami Pontiac/GMC — 2003 – 2005

DeFeo BMW — 2001 – 2003

Liaison between Automotive Service Customers and Technicians. Negotiated settlements and repair costs between retail and wholesale customers. Proven Sales Leader of Parts & Service. Generally maintained a ELR of 100% or greater.

* At MINI Cooper and Harley, also performed as Body Shop Coordinator — Prepared preliminary collision estimates and supplements. Worked closely with Adjusters and Collision Repair facilities. Ensured Body Shop compliance with written estimates, and with Customer Satisfaction of completed repairs.

NATIONAL CUSTOMER RELATIONS REPRESENTATIVE —

BMW of North America — 1998 – 2001

Represented the manufacturer in the resolution of customer satisfaction issues. Responded to customer inquiries and complaints via telephone, mail and e-mail on behalf of the manufacturer, Engineering and the CEO of BMWNA. Coordinated the efforts of Market Teams across the country to assist in addressing these issues with individual dealerships. Participated in determining Lemon Law resolutions up to and including vehicle repurchases and exchanges of collateral. Created form letters in response to standard customer concerns that are still being used as examples today. SELF-EMPLOYED PROFESSIONAL PHOTOGRAPHER —

R.E. Parker, Photographer, Inc. — 1982 – 1998

Creative photography services for Portrait, Wedding and Commercial clients. Customer Service. Scheduling. Accounts Payable/Receivable/Payroll. PROFESSIONAL TRUCK DRIVER/YARD SWITCHER —

A-P-A Transport Corp. — 1973 – 1986

Driver of Straight Trucks, Semis and Tandems in the NY Metropolitan area EDUCATION & SC SECURITY SUPERVISOR: ARMED SLED, BLS, ALS, AED, QUALIFIED CERTIFICATIONS: DISNEY INSTITUTE GRADUATE: “DRIVING SERVICE EXCELLENCE” US ARMY DRILL SERGEANT ACADEMY: LEADERSHIP TRAINING FORD MOTOR COMPANY: CERTIFIED MASTER ADVISOR

GENERAL MOTORS SERVICE ADVISOR TRAINING: TOP HONORS H-D BRONZE LEVEL MOTORCYCLE SERVICE PROFESSIONAL

H-D BRONZE LEVEL MOTORCYCLE SALES PROFESSIONAL

US ARMY GED PROGRAM: 1st YEAR COLLEGE GED

THE HERITAGE FOUNDATION: “BUILDING AND LEADING HIGH PERFORMANCE TEAMS” FEMA CERTIFICATIONS: 100c, 200c, 244b, 700b, 906, 907 MILITARY:

US Army Security Agency SP4 E-4 Berlin Occupation Forces, Berlin, Germany

(Held Top-Secret/Crypto Security Clearance)

113th Inf (Mech) NJARNG SGT E-5 Squad Leader, Infantry Weapons Squad 104th Engineers NJARNG SSG E-6 Platoon Sgt., Combat Engineer Platoon 78th Div (Tng) USAR SFC E-7 Senior Drill Sergeant, OSUT Training Unit REFERENCES: Available upon request

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