Customer Service Management Professional with Call Center Experience

Gary E. Hefley

**** *.**** ***, *******, AZ ***** • 602-***-**** E-mail: ****@****************.***

Objective Attain customer service management or other management position. Experience Nov. 2020 – Present Arizona GMRS Repeater Club Phoenix, AZ President/Board Chair (Volunteer Position – Nonprofit)

• Overall management of organization

• Defining the mission and strategic planning

• Presiding over board meetings and development of agenda

• Taking lead in the development of policies and procedures

• In partnership with Treasurer, producing annual budget, Mar. 2004 – Nov. 2020 API Alarm Monitoring Scottsdale, AZ Manager

• Management of alarm monitoring center

• Training and education of Customer Service Reps / Alarm Operators

• Assisting in the development of policies and procedures

• Scheduling, budget, and payroll for entire department

• Development of department reports

Feb. 2002 – Mar. 2004 ACM/Copperstate Staffing Phoenix, AZ Alarm Operator

Responding to incoming alarm signals (Outbound calling)

Notifying subscribers and/or response agencies

Receiving inbound telephone calls from subscribers. Jan. 2000 – Nov. 2001 Protection One / Sonitrol Phoenix, AZ Manager

• Management of alarm monitoring center

• Training and education of Customer Service Reps / Alarm Operators

• Enforcement of policies and procedures

• Scheduling, budget, and payroll for entire department

• Development of procedures and reports

Apr. 1997 - Jan. 2000 Protection One Phoenix, AZ

Shift Supervisor

Supervision of Customer Service Reps / Alarm operators

Handle escalated customer issues

Generation of operator activity and Centreview reports

Ongoing training of CSRs and Alarm operators

Maintenance and troubleshooting of mission critical equipment, including computer workstations and receivers

Sep. 1995 - Apr. 1997 Protection One Phoenix, AZ

CSR / Alarm Operator

Responding to incoming alarm signals

Notifying subscribers and/or response agencies

Receiving inbound telephone calls from subscribers to cancel alarms Education Rio Salado College Phoenix, AZ

Administration of Justice Program

Certification

Skills: Strong communication skills, aptitude for problem solving. Experience with all current Windows versions and applications, such as Outlook, Excel, Access and Powerpoint. Ability to quickly adapt to new software. Able to work with minimal supervision and to multi-task. Interests Ham radio, computers, back country traveling

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