Project Manager Customer Service

EXPERIENCED EXECUTIVE: REGIONAL SERVICE MANAGER

Top performing executive with vibrant experience in planning, organizing, directing, and evaluating high-volume operation processes. Dynamic self-motivated team player and leader with an unparalleled work ethic and track record of meeting aggressive goals for increasing market share, revenues, and client base. Strong relationship builder, highly capable of partnering with clients, vendors, staff, and administration.

Customer Service • Facility Management • Expense Control • P&L Responsibility • Budget Preparation

Operations Management • Project Management • Strategic Planning • Policy/Procedure Development

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CAREER ACHIEVEMENTS

• Piloted creation of regional center, which directly produced $3M annual revenue, overseeing and managing the operations of the business unit with overall responsibility for service delivery, operations, HR, facilities and customer satisfaction, improving efficiency and accommodating growth by continuously analyzing market conditions to determine technician staffing needs.

• Generated $100K+ annual revenue by revamping warranty & return procedures – strengthened relationships with manufacturers and increased returns of defective products, leading to a decrease in write-offs.

• Boosted customer satisfaction more than 88% for the North Texas market area and 93% for the Louisiana market area (the highest level in the industry) through development and delivery of targeted training to maximize staff effectiveness and versatility in responding to problems and concerns.

• Provided budget analysis, labor planning, problem resolution and coordination of activities for call center between clients and company personnel. Minimized call center abandon rate (to less than 3%) through proactive push towards a goal-oriented customer service workforce – maximized success with weekly training and an increase in follow-up calls.

• Acted as a key advisor to executive management in influencing the strategic direction of the business by lowering repair-related costs 20% through creation of procedures that standardized review of costs for parts and labor and established strict benchmarks for repair vs. replace decision process.

• Drove operational profits up 30% through diligent analysis of controllable expenses and elimination of excess and unnecessary operating costs. Had profit and loss responsibility and overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods for the service division.

• Optimized success of new technicians – increasing productivity and customer satisfaction 12% – through development and introduction of a highly successful mentoring program.

• Lowered repair-related costs 20% through creation of procedures that standardized review of costs for parts and labor and established strict benchmarks for repair vs. replace decision process.

• Achieved 25% reduction in total parts inventory, while minimizing total obsolete parts, by educating project manager on procedures for processing division parts, while lowering repair cycle time and number of parts per center by actively sourcing parts from multiple sites.

• Maintained fleet of 70+ service vans – developed policy and procedures for accurately monitor usage, vehicle retirement and recommendation of new vehicle purchase.

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PROFESSIONAL EXPERIENCE

Conn’s Appliance, Inc., Dallas, TX 1990-2010

Service Operations Manager-Texas/Oklahoma 2004-2010

• Spearheaded activities of a 30+-member team supporting a new regional service center that covered 23+ locations across North Texas and Oklahoma and delivered $180M in annual sales.

• Drove center growth and prosperity by instilling and driving an insistence on optimal service delivery.

• Boosted performance analysis through development and introduction of daily/monthly reporting for department managers, used to measure results against corporate goals and presented to executive team.

• Talent acquisition of technicians, call center staff, and support level management staff – instituted internal staff KPI and evaluations to maintain productive workforce.

• Drove vital HR activities, including compensation analysis to optimize competitiveness and evaluation of reports to understand personnel problems – developed policy recommendations to eliminate issues.

Service Operations Manager-Lafayette, Louisiana 2001-2004

• Directed activities of 20+ employees delivering customer service for a $90M (annual sales), 6-site region in southern Louisiana.

• Partnered with corporate leadership to develop methods and procedures to increase sales, promote the company, and expand markets, while overseeing supervisors and managers of non-retail sales team.

• Proactively analyzed internal processes and plans - implemented targeted procedural and policy changes to improve operations.

• Recommended cost-saving measures and managed efforts to boost departmental efficiency.

• Prepared fiscal year budget reports - hired and managed activities of clerical/administrative staff.

• Advanced Sarbanes-Oxley compliance efforts by providing expertise and support to Project Manager – developed targeted division strategies, standards, and procedures, created business development plans and product training initiatives, and defined forecast goals.

• Evaluated the commission pay system – setup monthly performance goals for technicians, implemented value added goal evaluation for service division.

Regional Store Manager, Retail Division 1990-2001

• Led operations for 5 store locations with 25+ employees across southern Louisiana.

• Maximized success and profitability through expert direction of marketing and business development strategies, promotional efforts, and product display projects, while enforcing strict inventory control procedures.

• Played key role as Lead Home Furnishing Buyer for 11 stores that carried furniture. Designed store catalogs and negotiated favorable buying terms with major vendors.

• Increased repeat customer purchases, while effectively restructuring costs, through implementation of successful product mix, pricing, and purchasing strategies.

• Personally recognized by CEO for achieving quotas for all stores for record-setting 5+ years.

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EDUCATION:

Bachelor of Science in Business Administration, University of Louisiana at Lafayette, Lafayette, Louisiana

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