Customer Service Quality

Russell Magnuson

__________________________________________________________________________

**** ****** ****, ******* ****, Illinois 60103 • 630-***-**** • mh8v9w@r.postjobfree.com

PROFESSIONAL SUMMARY

Self-motivated, dedicated and reliable professional with strong team communication, organizational and leadership capabilities. Experience in scheduling, supervising personnel, and achieving cost, quality and efficiency goals as resource for identifying project requirements and achieving solutions.

EXPERIENCE

Superintendent, Great Lakes Elevator Service, Park Ridge, Illinois 7/2008 – 8/2010

Maintenance Supervisor in charge of overseeing the activity of 10 union mechanics, 4 apprentices, and 1 service crew responsible for the maintenance and repair of 400+ residential and commercial elevators.

• Sourced, researched and attained routine and hard-to-find parts, including negotiating and determining the cost, quality and reliability of parts, components, and comparable substitutions through the implementation of a more comprehensive purchasing program.

• Management of various modernization and standardization projects through to the acceptance/inspection phase emphasizing quality of installation, deadlines and cost containment.

Superintendent, ThyssenKrupp Elevator Chicago, Illinois, 11/2005 - 5/2008

Led decision-making in the planning, delegating, and managing of workflow for 14 union mechanics, 3 apprentices, and 2 service crews responsible for completing special projects (i.e. generator replacement, rope / cable hoists) within the Central Business District of Chicago.

• Planned, scheduled, prioritized and delegated workload based on project needs and labor requirements in response to elevator service calls throughout buildings and facilities in the Chicago downtown region.

• Conducted building audits, elevator maintenance surveys and walk-throughs to ensure project requirements have been achieved in conformity with quality standards.

.• Participated in hiring and employee orientation procedures, conducted annual performance reviews, and served as resource for identifying, addressing and resolving employee issues, concerns and conflicts.

• Established solid working relationships with personnel at all levels in a collaborative team effort to meet standards for elevator maintenance and customer service excellence.

Achievements:

• Reduced workers compensation claims by implementing return to work policy that offers non-interruption to employee benefits and by encouraging employees to accept reassignment to lighter duties during recovery.

• Successfully managed and controlled time/labor costs by tracking, monitoring and ensuring accountability of employee expenses as well as by utilizing appropriate personnel according to level of skill and proficiency.

• Reviewed daily callback report, monitored and investigated missed calls, and determined course of action to correct deficiencies and improve call response as part of continuous quality improvement initiative.

• Conducted safety meetings and educated personnel in preventive maintenance procedures resulting in a significant reduction in personal injuries and work absences.

Pressman, Sleepeck, Bellwood, Illinois, 7/2001 - 11/2005

Performed set-up, operation and preventive maintenance of 6-color press, with recognition for consistently achieving safety, quality, cost control, and efficiency goals.

Foreman, American Sheetfed, Addison, Illinois, 10/1999 - 7/2001

Responsible for supervising personnel during shift operations, including monitoring quality, safety and efficiency as well as providing recommendations to customers on project feasibility based on needs and requirements.

Pressroom Supervisor, Busch & Schmitt, Broadview, Illinois, 10/1988 - 10/1999

Supervised three shift pressroom comprised of 20 pressman supported by a full service bindery and pre-press department, with responsibility for the quality and accuracy of daily production while meeting deadlines on time. Promoted to Supervisor due to recognition for leadership qualities.

EDUCATION

Harper College, Palatine – 1976-77

Course completion in Business Management - Kaplan University ( Dean’s List )

Contact this candidate