Customer Service Management
Resume:
Rickesh K. Lal
***********@*****.***
San Jose, CA 408-***-****(h) | 408-***-****(m)
PERSONAL STATEMENT
My formal eduction in Industrial and Organizational Psychology focused on ergonomics and structural design combined with practical application in my current team management position and previous distinguished military service forms a unique skill set applicable in a variety of industries and positions. My skills may be effectively utilized in such diverse areas as business management, manufacturing and services operations, account management and customer service, training and quality assurance, and various aspects of industrial engineering.
Areas of Expertise
Business Process: Implementing new ideas effectively within a companies culture. Influencing decisions and change management through collaboration, leadership and a customer-focused approach.
Proposal Development: Developing project justification proposals, business cases and return on investment estimates; obtaining executive approval and funding.
Operational Processes: Researching physical work environments, organizational structures, communication systems, group interactions, morale, and motivation.
Process Engineering: Strong analytical and business process re-engineering skills along with a maniacal attention to detail.
Business Psychology: Appling principles of psychology to personnel, administration, management, sales, and marketing issues.
Analysis: Analyzing data, using statistical methods and applications, to evaluate program outcomes and effectiveness.
Languages: Fluent in English, Spanish, and Hindi.
PROFESSIONAL EXPERIENCE
Silicon Valley Security and Patrol Current
Provide security teams and services for commercial and private accounts. San Jose, CA
Operations Manager
Management
• Provide all personnel management tasks such as staffing, hiring, firing, performance assessments, and training, and coordinate work schedules for staff of 7 supervisors and 40 staff including guards and dispatchers.
• Develop and execute the operational financial budget for all costs (staffing, payroll, equipment, etc.) incurred by the team.
Operations
• Design the routes to meet standards of efficiency, profitability, account requirements, and personnel skills.
• Defined and implemented newly defined standard operating procedures for the team.
• Enhanced the employee training program to reflect SOPs and performance objectives.
Customer Service
• Ensure compliance with customer contractual and logistical requirements and delivery to a quality standard.
• Point of contact for customers and resolution of service delivery issues.
Achievements
• Executed a detailed route profitability and efficiency analysis and increased route profitability from a 15% target to 20% by applying changes based on the results of the study.
• Assessed personnel performance and implemented staff changes based on analysis of data collected via monitoring software used as integral part of the security patrol process.
Loomis 2006 – 2012
Cash management and logistical support for physical transport of cash. Milpitas, CA
Lead Transportation Vault Specialist
Management
• Coordinate and schedule 4 routes, 8-12 staff, and 120 customer accounts.
• Mentor team members and provide input to performance reviews.
• Determine adjustments to customer fees reflecting customer contractual non-compliance.
• Ensure that team performs in accordance with coroporate policies.
Customer Service
• Ensure compliance with customer contractual requirements.
• Execute to performance delivery time standards and logistical requirements.
• Point of contact for customer escalation of issues.
1
***********@*****.***. Rickesh K. Lal 408-***-****(h) | 408-***-****(m)
Operations
• Structure routes and assign/schedule personnel to accommodate unique customer requirements,to conform to insurance requirements, and to meet corporate objectives.
• Designed new process and procedures institutionalizing the standards for a large cross-functional organization.
• Trained and mentored team on standard delivery process.
• Deliver training and oversee team delivering training of new employees and other teams.
• Balance daily transactions using a complex, Oracle -based Logistical Planning system.
• Provide timely updates and elevate critical risks and issues to management team.
Leadership
• Conduct issue and trouble event investigations coordinating and working with law enforcement organizations, insurance companies, private investigators, paramedics and other medical personnel as well as ensuring successful transfer of cash in accordance with corporate and insurance regulations and customer contractual requirements.
• Conduct risk assessment regarding customer requirements and delivery requirements and make execution and procedure modification recommendations to senior executive management team.
• Provide new business support providing both prospective new customer referrals and preparing expense assessments and requirement specifications for new contract proposals.
Achievements
• Team has performed free of errors in daily audit results, delivering to customer contracts, and conforming to corporate policy
• Requested by management team to investigate another team’s chronic performance issues involving unbalanced daily cash totals after other unsuccessful attempts; identified issue and resolved problem eliminating the need for an auditor and other company representatives’ services saving the company approximately $20K in expenses and time.
U. S. Army 2002 - 2005
Military Police / Corrections Officer
Management
• Team leader and training specialist for subordinate personnel; utilized military training and civilian education to ensure compliance with military justice and fire-safety requirements, including tours of duty as a patrol officer, in crime prevention, as a federal police escort, and with physical security and fire safety.
Leadership
• Decorated and recognized veteran of two foreign wars, with multiple awards and citations.
• Consistently exceeded organizational requirements in professional development, work ethic, personnel administration, and professionalism.
Achievements
• Army Achievement Medal 2005: Recognized for meritorious service while assigned to joint detention operations groups, joint force Guantanamo in support of Operation Enduring Freedom and the global war on terrorism.
EDUCATION
Bachelor of Science
Industrial / Organizational Psychology California State University East Bay
GPA: 3.018 / 4.0 2010 - 2011
Hayward, CA
Associate of Arts in Psychology
Associate of Science in Administration of Justice
Certification in Communications Evergreen Community College
GPA: 3.136 / 4.0 2007 - 2010
San Jose, CA
FELLOWSHIPS AND AWARDS
National Dean’s List: National award honoring high-achieveing college students. 2006
The National Conference for Community and Justice (NCCJ) 2002
Youngest member of this nationwide nonprofit human relations organization engaged ininter-group education, intervention, and advocacy to eliminate bias, bigotry, and racism.
Named Volunteer of the Year in 2002.
SKILLS AND CERTIFICATIONS
Security Clearances: Current: BSIS Clearance
U. S. Army: Secret Clearance Languages: Fluent in English, Spanish, Hindi
Certifications: Advanced First Aid, Exposed FireArms perment/Gurad card
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