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Customer Service Management

Location:
Charlotte, North Carolina, 28270, United States
Salary:
100,000.
Posted:
March 21, 2011

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Charlotte, NC ***** 847 *** ****

blcl4r@r.postjobfree.com

Roy F Birckbichler

Summary Results-driven, innovative customer services and management professional in the high technology business sector; proficient in the areas of service sales and delivery, customer focused value added business solutions, customer satisfaction and relations, quality programs, process improvements, employee motivation and satisfaction, productivity improvements, forecasting, and effectively improving financial performance while maximizing customer loyalty and profitability.

Experience 2004-2011 Honeywell Scanning and Mobility Ft Mill, SC

North America Service and Repair Manager and Business Leader

Honeywell Green Belt Six Sigma Lean Certified

Provided operations management, planning, budgeting, financial performance, business growth, revenue attainment, resource allocation, customer satisfaction, and process improvements for the Fort Mill SC. North American Service and Repair business.

1988-2003 Symbol Technologies Arlington Heights, Il

Senior Director of Service Center Operations for the Americas

Provided the operations management for, planning, budgeting, financial performance, business growth, revenue attainment, resource allocation, customer satisfaction, and process improvements for the eight service centers in North America, for two Maquiladora’s in Mexico, and for supporting the Canadian and South American Service operations. Increased the service revenue by 25% per year into a $200 Million business consisting of 700 associates performing over two million repairs per year. The operation handled warranty, component repair, and unit repairs for all of North America, and achieved productivity improvements of 15% per year. Managed the design and implementation of the Web Portal, Dispatch for Windows, and Clarify service tracking and call handling systems, and the direct billing and collections of non-contracted revenue.

1986-1988 Instant Identification Images Inc. Chicago, Il

Vice-President-Director of Hardware Application

Implemented an automated check authorization system for Harris Bank, and won the security identification system contract at the Pentagon.

1977-1986 Prime Computer Natick MA Regional Manager

Reported to Operations Director and covered a nine-state area in the Midwest, managing the activities of 72 customer service employees and six branch managers. Won Presidents club and received management awards for, achieving 100% completion of customer contract conversions, being an outstanding contributor to the success of the corporation, and excellence in employee development.

Education LOUISIANA STATE UNIVERSITY Baton Rouge Louisiana - BA Executive program

PENN TECHNICAL INSTITUTE Pittsburgh, PA. A.A. in Specialized Technology

Professional Development Honeywell Green Belt Six Sigma Lean Certified

Attended the Bosworth and Kenny Solutions Selling and Customer Centric Selling training courses

Honeywell Learning Management System - completed many on- line training seminars for employee safety, management skills, updates in employment laws and legalities, and supervising for success.

Symbol University- Formed inside Symbol Technologies, Inc., provided many accredited and professional development courses. Completed courses include management development, effective communications, presentation skills, business finance, business law, affirmative action, and team building courses.

Prime Computer- purchased and internally developed courses. Completed courses include management development, time management, effective communications, team building, and technical training courses.

Carnegie Mellon University- Microcomputer programming and design.

AFSMI- Association for Services Management International- Attended many seminars and courses focused on current business requirements and future business development.



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