Customer Service Manager

James (Jim) Jenkins la7m2h@r.postjobfree.com

***** **** **** *** 530-***-**** or 530-***-****

Loma Rica, CA. 95901

Experience

Certified Risk Management Consultant 2010-Present

Harvard Risk Management Corporation

• Provider of supplemental employee benefits in legal protection plans and identity theft solutions.

Business Manager, Office Manager 2006-2010

Yuba-Sutter Regional Arts Council

• Financial responsibility for a regional arts council which includes gallery sales, vendor relations and other financial transactions between the arts council and civic organizations, county and city government. Disbursement and accounting for grant monies from private and public entities. Facility manager responsible for maintenance and rental of a performance center including ticket sales and budgeting.

Senior Manager/Facilitator, FedEx Business Institute, 2001-2004

FedEx World Headquarters, HRD, Memphis, TN

• Internal Consultant and Facilitator. Taught Quantitative Management Skills to multiple management levels up to and including director level. The course was designed to provide problem identification, analysis and the development of quantifiable plans that were cost effective and "people balanced." and was a required course for all new management at FedEx. We also included segments on labor law, economics, safety, and finance.

• Developed and coordinated market-based management for rollout to select metropolitan markets. This was developed by us to ensure seamless customer service between the new operating companies (FedEx Ground, FedEx Custom Critical, FedEx Freight, FedEx Services)

• Traveled extensively throughout the FedEx Express system domestically and internationally to trouble shoot market inefficiencies.

Senior Manager, FedEx Express Operations 1986-2001

FedEx Express, Domestic Ground Ops, Northern California/Southern Oregon

• Responsible for multiple station operations including achieving extraordinarily high service levels & budget while meeting regulatory compliance in all FAA, DOT and OSHA/Cal-Osha areas. 12 Operations Managers and 216 hourly employees under my responsibility.

Service Manager. FedEx Operations 1984-1986

FedEx Express, Palo Alto

• Responsible for all dispatch operations and customer service for Palo Alto, San Mateo and Mountain View.

Customer Service Agent 1981-1984

FedEx Express, Sacramento Regional Call Center

• Call center for the western United States. Handled customer inquiries, pick up calls, informational natured calls, complaints and rating calls. Also given special assignments on the supervisor desk to handle elevated customer calls.

Buyer, Department Manager, Nordstrom 1979 - 1981

Seattle, Washington

• Department manager and buyer for Nordstrom Brass Plum department at Northgate store.

• Scheduled and staffed according to sales.

• Purchased merchandise according to future forward styles according to budget and sales.

• Trained sales staff continually.

Skills

• Customer service has been my life whether at Nordstrom or at a customer-driven company like FedEx.

• Very strong administration and management skills. Very good at anticipating changes in direction or focus and developing strategies to minimize disruptions, often in less than ideal circumstances. Skilled at problem solving: identifying, analyzing and eliminating inefficiencies operationally while ensuring very high service levels and maintaining a stable, cohesive work environment.

• Strong leadership skills as supported by experience and measured results via Survey-Feedback-Action yearly confidential survey process. Received coaching awards for multiple years for the FedEx Western Region. Also awarded Senior Manager of the Year, Golden State District. I achieved perfect scores for several years and was awarded by senior management for this accomplishment and it was a driving reason I was selected for my assignment out of FedEx World Headquarters in Memphis.

• Skilled at handling multiple projects, multitasking with tasks under very tight deadlines and with minimal direction. I handle change well. (Change was an absolute constant at FedEx). High tolerance for ambiguity.

• Strong public speaker in a variety of situations. The classes I taught in Memphis were five days in duration with audiences varying from 25 to 70 participants in cities both domestic and international.

• I am very detail oriented when it calls for it and am very image conscious.

• Strong knowledge of financial reporting, P&L, Balance Sheets.

• My largest strength lies in organization, whether it is administration or on much larger scales.

• Nearly expert level computing skills including the host of Microsoft Office 2007 applications including Excel and PowerPoint and Intuit Quickbooks 2007 Edition.

Education

Sierra College 1996-1999

American River College 1972-1975

Other Organizations

-Board Member, Yuba-Sutter United Way, Campaign Chairperson, 2008.

-Board Member, Friends of the Packard Library.

-Board Member, Borgamaria Lyric Opera Company

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