Customer Service Manager
Resume:
JOHN WHALEN, JR.
*** ** ****** ***.# **** • Houston, Texas 77008
305-***-**** • ************@*****.***
PROFESSIONAL PROFILE
Versatile Professional pursuing AAS degree in Electrical Technician, offering seven years diverse experience and significant expertise in the following areas:
• Recognized for exceptional customer service and handling of difficult situations; build relationships and resolve conflict with diplomacy and tact; strong communication and telephone skills
• Consistently follow precise procedures and comply with regulatory requirements; plan and prioritize to achieve critical deadlines; multitasking self-starter with record of efficiency and productivity
• Proven success with inventory control for parts, tools and supplies; process incoming and outbound shipping; execute company safety and risk management programs, with excellent career safety record
• Accurate in cash management, expense controls, banking and other fiscal accountability; generate invoicing and conduct collection calls; prepare employee timesheets for payroll
• Equally effective independently and in team endeavors, with experience in staff management; solid basic computer skills including Word, Excel, Peachtree, QuickBooks, e-mail and the Internet
PERSONAL STRENGTHS: recognized for honesty and integrity; loyal and dedicated to company objectives; quickly acquire new skill sets; mature work ethic
CAREER OVERVIEW
WAIT STAFF
Pappas Seafood House, Humble, Currently At Pappadeaux in IAH, Houston, Texas – 8/2008 to Present
• Waiter, Trainer For new Wait staff, and Head Waiter for front of the house. Expediter for back of the house.
MANAGER
Checkers Restaurants, Pensacola, Florida – 4/2007 to 5/2008
• Provided excellent customer service and problem resolution to ensure strong base of repeat customers for hamburger restaurant. Directed up to nine employees. Extensively involved in maintaining high quality standards and controlling costs toward optimal profitability.
• Led team to consistently high scores from mystery shopper visits.
CUSTOMER SERVICE REPRESENTATIVE II
American Water, Pensacola, Florida – 3/2007 to 8/2007
• Addressed customer needs and concerns within one of two inbound call centers for largest water utility company in US. Followed extremely precise procedures, in compliance with regulatory requirements.
GENERAL MANAGER
South Florida Mosquito Control / Bug Free Backyards, Miami, Florida – 8/2005 to 3/2007
• Instrumental in startup operations for installer of automated mosquito misting systems. Supervised four employees. Replenished organic insecticide, and billed credit cards for automatic-refill accounts.
• Fulfilled orders from two internal business units for system parts and components. Packed and shipped to multiple states via ground carrier. Generated invoices, and conducted collection calls as needed. Received and maintained imported inventory as well as tools and supplies.
• Wrote and enforced quality control statement following hiring of staff for Mosquito Control. Reduced losses by labeling tools and creating check-out system for installation jobs.
• Instrumental in developing vendors, which included identifying manufacturer in Brazil.
• Opened branch office in Cat Island, Bahamas, second company office in island chain. Coordinated vendor shipments, and contracted local representative for ongoing support.
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JOHN WHALEN, JR.
Résumé • Page Two
STORE MANAGER
Aromas Italian Restaurant, Humble, Texas – 8/2004 to 8/2005
• Performed broad range of duties in 18-table facility with staff of nine. Extensively involved with customer care and problem resolution toward strong base of repeat customers. Ordered of food and supplies, and prepared checks for vendors. Maintained inventory, which included basic counts daily and full counts weekly. Entered and reported staff hours for payroll.
MARKETING CALLER
Llewellyn Corp., Kingwood, Texas – 4/2004 to 8/2004
• Conducted outbound calls to generate commercial leads for electricity service firm. Collaborated with sales agents in prospecting potential leads in Texas and Florida.
• Consistently produced high volume of leads daily, through strong ability to bypass gatekeepers and reach appropriate decision-makers.
STORE MANAGER
Marble Slab Creamery, Houston, Texas – 5/2003 to 3/2004
• Responsible for efficient daily store operations. Supervised staff of three, and conducted training in operations and administration of policy and procedure. Provided input to hiring decisions, and handled disciplinary actions and terminations.
• Assured profitability through precise portion control and inventory management. Stocked foods and supplies. Oversaw proper operation and maintenance of capital equipment, and maintained highest standards of sanitation. Closed store nightly, counting tills and managing access to safe.
• Resolved poor customer interaction by coaching staff on direct communication skills.
• Personally maintained record for top performance in speed of service, efficiency and cleanliness, and led team to excellent results on mystery shopper visits.
OFFICE ASSOCIATE
Helzberg Diamonds, Houston, Texas – 2/2002 to 1/2003
• Provided excellent customer care and managed diverse financial and administrative activities.
• Functioned in leadership role in absence of office manager. Trained new associates in procedures, customer service, problem resolution and processing of sales.
• Processed cash, check and credit card transactions, and prepared and delivered bank deposits. Opened and closed store within precise security procedures. Scanned and logged incoming inventory.
• Managed factory orders for custom pieces, and resolved conflicts regarding warranty coverage. Evaluated jewelry problems, and wrote customer repair orders.
• Instrumental in reorganizing systems for improved efficiency and productivity.
EVALUATOR
Pensacola Christian College, Pensacola, Florida – 6/2001 to 11/2001
• Cleaned and processed tapes and books for shipment to correspondence students.
EDUCATION
COURSEWORK – toward associate of applied sciences degree
San Jacinto College, Pasadena, Texas – since summer 2008
• Studies in process control industry include quality control, health / safety and introduction to industry.
COURSEWORK – in pursuit of business degree
Kingwood Community College, Houston, Texas – 2002
Pensacola Christian College, Pensacola, Florida – 2001
PROFESSIONAL DEVELOPMENT – Time Management – two-day business seminar
JOHN WHALEN, JR.
701 TC Jester Apt.# 4201 • Houston, Texas 77008
305-***-**** • ************@*****.***
REFERENCES
JERRY DOORIS
District Concept Leader
ARRON JENKINS
Manager
Pappadeaux Seafood Kitchen
ANDREW HEALY
General Manager
Culver’s of Atascocita
KEVIN JONES
District Area Manager
Checkers Restaurants
MATT BUBIEN
RANDOLPH SCOTT
DONALD BATES
Supervisors
American Water
850-***-**** (main number)
RODRIGO FREYTES, MD
CEO / Investor
South Florida Mosquito Control
CHAD TOUQAN
Former General Manager
Aromas Italian Restaurant
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