Customer Service Project Manager

ROBERT STEVENS

**** ******** ***** ***. *** Mission, KS 913-***-**** *************@*****.***

Operations Manager

Management professional with more than ten years of experience in the development, growth, and leadership of personnel. Strengths include the design and implementation of initiatives that effectively increase productivity, resulting in measurable improvements to the bottom-line. Versed in developing, testing, and documenting policies, procedures and job descriptions. Recognized for the ability to set, achieve and exceed operational goals.

Key Skills

Office Management

Teambuilding & Supervision

Staff Development & Training

Policies & Procedures Manuals

Contract Negotiations Report & Document Preparation

Spreadsheet & Database Creation

Accounts Payable/Receivable

Bookkeeping & Payroll

Maintance and Repair Records Management

Meeting & Event Planning

Inventory Management

Expense Reduction

Implementation

Experience

Renzenberger, Lenexa, KS 7/2011 to 11/2011

Dispatch Supervisor

Supervise staff to ensure that the dispatch center efficiently operates at the highest level of service for its customers.

Communicate effectively and professionally with all dispatch supervisors and managers in regards to any difficulties, problems or solutions.

Document employee performance by writing and orally reviewing reports.

Determine work procedures, prepare work schedules, and expedite workflow.

Ensure the highest level of customer service and confidentiality at all times.

TFE/DSK, New Century, KS 4/2009 to 10/2010

Operations Manager

Supervised staff of 74 team members through four managers. Led operations of the transportation/logistics department; managed business development, strategic planning, finances, personnel, customer service and profit and loss performance.

Lead, direct and manage inbound/outbound site operations to ensure that the operations staff executes service agreements at, or above the customer’s standards.

Decreased downtime by 25% saving the customer $200,000 annually.

Implemented new fuel plan saving the customer $55,000 a quarter.

Created comprehensive business plans, financial projections and operations strategies.

Professional experienced with State and Federal Regulations (FMCSA), (OSHA), trained management/staff using Safe Stat and CSA 2010 guidelines.

Mid Continent Concrete, Springdale, AR 2006 to 10/2008

Transportation Coordinator/Logistics 1998 to 2002

Supervised fleet of 55 trucks and drivers with 8 different plant locations while controlling inventory and resolving conflict. Utilized company costs by time management and strategic planning. Provided superior customer service to all clientele and contractors.

Experienced in both strategic planning and tactical management which led to increase in profitability and market production.

Reduced accidents while exceeding all on road safety numbers; analyzed routes and formulated adjustments to increase safety.

Responsible for Interacted daily with builders, crew, and customers to coordinate and solve issues,

Overseeing multimillion dollar commercial and individual accounts.

Assisted merging of another company through operations and training staff on command and procedures.

Interacted daily with builders, crew, and customers to coordinate and solve issues.

NORTHWEST ARKANSAS MARBLE, Rogers/Bella Vista AR 2002 to 2006

Manager

Organized daily projects for crew members of award winning marble company. Installed various projects with marble fabrication; maintained close relationships with customers and handled production conflict.

Experienced Project Manager with responsibilities for calculating costs and efficiencies to determine profitability for each project.

Traveled 80% of time to jobs; created technical solutions to problems while implementing them through design and service.

Interacted daily with builders, crew, and customers to coordinate and solve issues.

SOFTWARE PROFICIENCIES

MS Word/ Power Point/ Excel, Trim View Mobile Resource, Command Alkon, Internet, Knowledgeable in Project and Geographic Software, TMW, QUALCOMM, SafeStat, CSA 2010, Lotus Notes, Oracle, Total Mail, Performance Monitoring Systems, Regeneration Systems, CATS, People Net, B2B.

Education

University of Maryland, College Park, MD 1998

Academic

EMT First Responder, CCL License

References and Supporting Documentations Available Upon Request

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