Customer Service Manager

Fred L. Peretz

*** **** ******* ***** ******* Arizona 85027 602-***-**** *********@*****.***

Objective

Experience

To obtain a position in a fast paced environment which utilizes my experience and management skills in both warehouse operations and transportation. Will challenge my abilities as a proven leader and motivator of employees.

General Manager

2008 – May 2012, Exel Direct, Phoenix, AZ

• Managed one of the largest home delivery operations for appliances in Arizona, overseeing 20 independent contractor teams for Sears Home Delivery

• Ranked continuously in the top third of the country in customer service surveys

• Personally interviewed and hired all contractor teams

• Introduced role playing exercises with the contractors to identify their soft skills in customer communication which allowed for personalized training with each contractor to increase their customer service survey scores

• Initiated weekly ride-a-longs with the contractors to observe their interactions with customers allowing us to observe how the training the contractors received was implemented in the home

• Ran daily stand up meetings, covering daily scores and rankings and demonstrating new products

• Phoenix hub was used as a test pilot on several start up projects that have since been introduced throughout the rest of the company for Sears due to my willingness to work on new projects and giving honest and objective feedback on the process

.

Regional Delivery Manager

2005 – 2007, Ashley Furniture, Phoenix, AZ

• Managed largest furniture home delivery operation in state of Arizona, oversaw 75+ employees, using 15 trucks, seven day a week

• Instituted drug screening, background checks for new hires and dress code for all delivery personnel

• Reduced customer complaints from a high of 20% to under 1% with training programs with delivery staff, reduce service failure rates from a high of 6.9% to 2.2%

• Created employee recognition programs to increase morale

Group Manager

1996 – 2005, General Transportation Services, Phoenix, AZ

• Hired as Branch Manager and was promoted to Group Manager within two year

• Managed and oversaw ten branches in four states doing home deliveries for JC Penney

• Direct communication with managers and supervisors of branches and department stores

• Responsibilities included overseeing 90+ employees and 35 trucks, hiring, payroll, training and controlling inbound and outbound inventories within the ten branches

• JC Penney was ranked number one in the country for customer service in the Home Delivery category in 1996 – 1998

• Montgomery Ward went from being ranked in last place to top five in the Home Delivery category in 1998

Warehouse Manager

1995 – 1996, Cort Furniture Rental, Tempe, AZ

Warehouse and Production Manager

1994 – 1995, Universal Industries, Phoenix, AZ

Warehouse Manager

1981 – 1993, Manhattan Beer Distributors, Bronx, NY

Contact this candidate