Manager Customer Service

Crystal W. Brice

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**** *** *** *****, ********, SC 29203 • 803-***-**** • **********@***.***

OPERATIONS MANAGER

Versatile, high-energy professional with experience managing operations and staffing.

Led statewide start-up and growth of multi-unit retail business.

• Effective coach, talent developer. Six Sigma Green Belt, strong interpersonal and leadership skills.

• Detail oriented. Works independently to keep multiple priorities on schedule and on budget.

• Troubleshooter. Quickly assesses situations and products, then strategizes how to build profitability, customer satisfaction

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PROFESSIONAL EXPERIENCE

Global Technical Support Coordinator

Verizon Wireless, Columbia, SC 2011 - present

Began in customer service, promoted quickly to current position

Interacts with government agencies to troubleshoot, diagnose, and resolve issues

Versatile, adept at learning new products and technical issues

Residential Route Manager

Waste Management, Granite Quarry, NC 2007 - 2009

Supervised and scheduled 25 drivers for residential routes, keeping them in compliance with environmental regulations and efficiently managing their routes

Spearheaded new operational procedures which improved productivity by 27% and reduced downtime from 31 hours to 11 hours weekly through implementation of preventive maintenance program

Restructuring resulted in productivity levels moving from 115 houses per hour to 131

Hired, coached, and developed employees, encouraging them to upgrade certifications and pay grades

Cultivated relationships with city officials, gaining support and the renewal of the largest municipal contract

Coordinated employee panel to address unfavorable survey results. After addressing manager/employee relations, survey results improved from 3.45 to 4.7 on scale of 1 to 5

Service Manager

FedEx Home Delivery, Norfolk, VA 2005 - 2006

Re-engineered operations by developing and executing efficiency freight handling process, which increased productivity and decreased damage liabilities

Met daily productivity quotas with 20 employees, 43 contractors

Recruited new talent, retrained staff, designed new quality/cost controls

Area Manager

QC Financial, Columbia, SC 1994 - 2004

Selected as area manager with direct profit/loss and financial reporting responsibility for 6 North Carolina locations

Selected to relocate to Columbia, South Carolina in 2002 for company expansion; revamped 2 stores and opened 8 new branches

Scouted potential locations, negotiated contracts for real estate, managed multiple sites and employees

Hired, developed and supervised 10 store managers and 40 employees to consistently achieve company goals for sales and quality customer service

Implemented capital improvements and renovations

Doubled sales growth and improved collections from 35% to 75%

EDUCATION

MBA, Human Resources Management

Webster University, Columbia, SC, 2009-present

Bachelor of Science, Criminal Justice

North Carolina Central University, Durham, NC

Six Sigma Green Belt Certification

University of South Carolina, Columbia, SC, 2011-present

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