Customer Service Manager

Scott Ansell, BSc PHR

**** ****** *****, ********, ** 62236

Cell: 314-***-**** Email: ***************@*******.***

Career Profile:

Highly accomplished, degree-educated, skilled and talented leader capable of motivating and directing one or multiple departments towards a company’s vision. Extensive background in Human Resources (10 years) further expanded with strong experience in technical / soft training and environmental, health and safety matters. Seeking a position to forge a rewarding career and enhance my skills in a forward-thinking and people-focused organization where I can add value and exceed expectations.

Professional strengths:

• Honest, respectful, passionate and driven

• Possess excellent leadership and motivational skills

• Ability to plan, develop and lead multiple projects

• Revenue generation and building on existing business relationships

• Extensive IT knowledge up to the desktop support level

• Ability to maintain confidential data and make ethical decisions

• Extremely fast learner of new skills, from IT to technical subjects

• Possess excellent verbal and written communication skills

• Exec-level strategic planning

• Excellent understanding of the principles of psychology and how it relates to the HR profession

• Troubleshooter able to assess failing or unprofitable areas and provide solutions

• Accustomed to meeting aggressive deadlines with precision, accuracy and quality

• Ability to maintain and establish professional and genuine relationships with clients, suppliers, employees, etc.

• Leader by example in customer service and teamwork

• Commands respect and successfully facilitates cooperation at all levels of an organization

• Encourages a creative and enjoyable working environment

• Ability to train and mentor others of differing abilities and backgrounds

• Self-motivator, ability to take initiative with excellent time management skills

• Willing to go above and beyond job responsibilities

• Versatile to rapid changes in task priorities; able to switch tasks without loss of quality or output

• Prompt, dependable and trustworthy

• Dedicated to encouraging teamwork and communication

• High regard for customer/client confidentiality

• HR Management and knowledge, to include HR and business laws / regulations

• Strong business acumen - troubleshooter able to assess people and situations and generate solutions; a proactive problem solver.

Professional Experience:

Jet Aviation St. Louis, Inc. (formerly Midcoast Aviation), Cahokia, IL

November 2006 – January 2012

Director HR & EHS (responsible for HR, Training and Environmental, Health & Safety)

Jet Aviation, a General Dynamics company, provides full-service aircraft maintenance, modification and completions for executive, private and corporate jets.

Progressive career forged under daily mentorship from Senior Vice President in charge of Human Resources, Training, EHS, Facilities, Marketing and Travel.

Recognized as an individual who can motivate, lead, strategize and drive; tasked with turning around underperforming departments and improving efficiencies. Proven to be a phenomenally fast learner able to learn and absorb technical information within very short periods and with minimal training or direction; able to communicate with industry professionals quickly and with purpose and drive. Navigated multiple departments through company downsizing (1600 to 900 staff) while increasing both the quality and quantity of work produced. Experienced in driving change and creating strategies at the highest levels to facilitate continuous improvement, while able to operate at the floor level to help implement strategies.

Multiple achievements over the last 5 years to include:-

• Designed multi-departmental development strategy (3 departments), along with timeline and process, whilst managing a multi-departmental team

• Reduced operating costs in all departments managed by 10 to 20% by eliminating waste and overspending

• Represented all departments at weekly executive level meetings, reporting directly to the President

• Subject matter expert on all visa and Green Card issues – dealt with multiple H1Bs and Green Cards for skilled personnel

• Created a Management Orientation Manual to train all newly-hired and promoted supervisory personnel

• Pushed for, and implemented, a full college recruitment and job fair program

• Installed and operated an in-house candidate software skills testing program

• Managed all areas of HR including recruitment, benefits, workers compensation (run for almost 4 years single-handedly and saved the company thousands of dollars in negotiated cases), FMLA, employee relations, etc.

• Responsible for creation/modification of all company policies and procedures – created first policy manual and employee handbook for 10 years.

• Personally handled all employee relations issues as HR Manager before appointing an employee relations specialist - experienced in handling issues up to and including the VP level

• Created competency-based employee review system to replace outdated and paper-based system

• Restructured recruiting process to improve efficiencies through master vendor agreement and revised employment contracts

• Introduced internal “skills matrix” to tie employee performance and development directly to compensation

• Developed ERP to tie bonuses directly to performance figures such as safety, productivity, on time delivery

• Increased internal cooperation and collaboration with HR, particularly at the line management and executive levels

• Hired almost 1000 people in first 3 years with the company, and then managed multiple RIFs (reductions in force) after economic crash and the sale of the company caused severe financial issues

• Over the course of a year reduced size of Training department from 5 to 3, HR Department from 13 to 5, and EHS Department from 7 to 4 while improving the level of service provided through increased efficiency and job restructuring

• Experienced in delivering training in all areas to include new hire orientation, HR policy and procedure training, EHS training, technical training, and presentations up to and including the executive level

• Set up and developed onsite clinic to include nurse and 2 doctors. Utilized nurse to replace nurse case managers with work comp, saving the company more money on every work comp case. Hired new attorneys to represent the company better in cases

• Achieved FAA Gold Award for technical training, fulfilling strict criteria and requiring huge coordination efforts

• Responsible for planning yearly budget for all departments – total budgets were around $5m

• Reduced all training costs including the reduction of outsourced training, by internalizing 90% of training courses

• Introduced new safety strategy based on a just culture and employee empowerment. Improved safety awareness through introducing new root cause analysis tool “Four Square” and “Safety First” awareness tool

• Worked with attorneys and consultants on negotiating major air permit issue through IEPA. Took on primary role in driving project through to completion to avoid potential company shutdown and/or major fines

• Single-handedly negotiated company through ISO14001 / OHSAS18001 certification

• Hosted a team of EHS auditors and attorneys (from our new parent company General Dynamics) for 1 week, resulting in a glowing report of huge improvements made in safety and environmental compliance

• Increased motivation of staff and removed all previous discourse amongst staff members in newly acquired departments

• Produced 21 new EHS policies in first 5 months of managing the department, along with 15 new safety programs and accompanying training courses

• Reduced injuries from 88 in 2008 to 34 in 2010 (31 in 2011)

Reason for leaving: Change in senior management

Labor Ready

Feb 05 – Apr 06

Branch Manager (recruitment agency)

• Sold on the phone and in the field, every day, to local companies to generate new business

• Recruited and motivated both branch staff (recruiters / business developers) & candidates

• Introduced new marketing procedures and field recruitment techniques

• Trained new staff in sales and recruitment procedures, including other branch managers in the district

• Responsible for P&L for branch

• Performed other duties of a manager including appraisals, employee relations, budgeting, etc.

Reason for leaving: Relocated to the US

Hamlin Knight

Jan 03 – Jan 05

Senior Recruitment Consultant (office recruitment agency)

• Sold on the phone and in the field, every day, to local companies to generate new business

• Placed candidates with local companies in a multitude of office-based positions such as admin, customer service, sales, IT and finance

• Broke every sales and placement record that the company had in each of my 2 years of employment

Reason for leaving: To return to a management position

Metro Skips

Dec 99 – Dec 02

Business Manager (waste management company)

• In charge of all operations for this small waste management company, running both the delivery operation and the waste transfer station

• Planned routes and delivery schedules for four drivers, and coordinated the transfer of waste at the transfer station

• Arranged for all removal and disposal of asbestos from customer sites in line with regulations

• Handled all vehicle maintenance and repair to include four HGV trucks, loading shovel, vans, etc.

• Ran the office, handling customer calls, company accounts, licenses, certifications, etc.

• Dealt with all employee issues to include appraisals, compensation, discipline, training, etc.

Reason for leaving: Company was sold to a larger company

Previous positions in IT and finance to include programming (AS400, SQL, custom), desktop support, and accounts payable / receivable.

Educational Summary:

College

August 1995 – May 1998

• Bachelor of Science in Business and European Studies, Hertfordshire University

• Graduated with honors

References and Letters of Recommendation:

Will be furnished upon request.

Contact this candidate