Manager Customer Service

STEVEN WEBSTER

*** ******** **** **, *********, NH 03054 ● H: 603-***-**** /C: 603-***-**** ● *******@***.***

PROFILE OF QUALIFICATIONS

Offer 14 years of managerial experience with proficiency in budget administration, operations analysis, goal setting, strategic planning, project planning, client account management, and business development. Highly skilled at evaluating operational data to determine and optimize fiscal performance, profitability, sustainability, and competitive landscape. Extensive personnel management experience spans training and development, salary/compensation, benefits administration, scheduling, performance evaluations, and employee relations.

Selected Achievements:

• Resourcefully developed branch processes to achieve positive profit margin 12 months sooner than expected by corporate office, subsequently ranking #1 among “Emerging Markets” for Canon Business Solutions nationwide.

• Dramatically increased branch CSI (Customer Satisfaction Index) at Canon Business Solutions from 64% in February 2010 to 89% in November 2011.

• Championed business growth from 150 customers and 300 machines in February 2010 to 1,400 customers and 3,200 machines by November 2011.

• Within first year as Field Service Manager at IKON, brought team from ranking among bottom 10% within service organization (out of 200+ teams) to capture top 10 spot nationally (and remained there throughout tenure as manager).

• Achieved President’s Club Award in first year as manager at IKON Office Solutions.

• Facilitated two-day Customer Service seminar for Northern New England region during management role at IKON Office Solutions.

PROFESSIONAL EXPERIENCE

Canon Business Solutions, Boston, MA, 2010 to 2011

Branch Service Manager

• Spearheaded full-scope branch operations inclusive of P&L management, staffing, scheduling, team-building, sales, customer relations, and service operations.

• Structured and assigned territories to 20 field technicians covering Southern New Hampshire, Massachusetts, and Rhode Island.

• Attended sales calls with potential customers, promoting Canon Business Solutions and their service offerings.

• Scheduled and coordinated Account Reviews with clients to ensure service commitments and targets were being achieved, and to develop action plans for future growth and needs.

• Oversaw contract administration, renewals, and pricing.

• Applied dynamic leadership talents toward organizing training for technicians, conducting performance appraisals and preparing Individual Development Plans to maximize technicians’ growth and success.

• Closely partnered with senior-level management in planning, orchestrating and executing strategic approaches to meet or exceed revenue and profit goals.

• Leveraged strong critical thinking abilities to formulate analyze and track monthly performance and progress reports.

Continued …

Steven Webster – Page 2 of 2

Professional Experience continued …

IKON Office Solutions, Manchester, NH, 1998 to 2010

Field Service Manager

• Effectively merged extensive technical background and leadership proficiency to direct, coordinate and support 19 high-performing customer support technicians in delivering timely, cost-effective, and quality product service to end user customers.

• Exhibited strong motivational talents to elevate morale and cultivate a positive and productive work environment, critical to achieving exceptional levels of customer satisfaction.

• Devoted minimum of 50% of time in the field to closely monitor technicians’ work performance and customer relations skills.

• Scheduled and organized staff training initiatives to improve territory management, customer interactions, and project efficiency.

• Delegated staff assignments, mentored team members, and administered regular performance evaluations for technicians.

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PRIOR BACKGROUND:

Field Service Technician, IKON Office Solutions, Waltham, MA, 1993 to 1998

Field Service Technician, New England Copy Specialists, Woburn, MA, 1985 to 1993

PROFESSIONAL DEVELOPMENT / TRAINING

Management workshops:

• Performance Management

• Interviewing and Hiring

• Performance Appraisals

• Diversity

• Corporate Security

• Leadership

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