Manager Customer Service

SHAWN OVEROCKER

**** *. ****** **. ****: 267-***-****

Decatur, IL 62526 Email: *****.*********@******.***

Objective

To obtain a challenging position utilizing my knowledge and skills

Education

Temple University Bachelor of Arts Philadelphia, PA

Work History

Decatur Public Schools #61 Decatur, IL

Substitute Teacher 2008-Present

ADM Decatur, IL

Driver Supervisor 2011

Managed a designated fleet of drivers

Established a good working relationship with each driver

Worked with planning personnel to obtain loads

Managed driver performance and took proper disciplinary steps if needed

Know, support, and enforce company policies

Managed service levels of 98% for on time pick up and delivery

Ensured payroll accuracy for assigned drivers

All other duties and projects as assigned

TIO Networks Vancouver, BC

District Manager Eastern Region 2009-2010

Day-to-day servicing of Alternative Payment Locations (APLs) in the geographical territory assigned. APLs include wireless retail stores, and a variety of retail chains including convenience, grocery and electronics retailers, as well as small independent retailers

Responsibilities included visiting all APLs in territory on a regular basis, be available and highly responsive to service related calls coming from the APLs, driving the key performance indicators defined by the Sr. Director, delivering quarterly transactional goals and performance metrics

Demonstrate an understanding of key financial drivers of the business and make decisions consistent with business goals set forth by Sr. Director

Help to coordinate, assist in implementing and/or manage various business development related activities specific to territory including but not limited to marketing campaigns

Review weekly, monthly and quarterly transactional and performance metrics defined by the Sr. Director and then work with the Sr. Director to identify opportunities to improve said metrics.

Develop strong professional relationships with Billers (i.e. AT&T) local field representation in an effort to grow business

Develop strong professional relationships with APL store, regional and when appropriate or relevant, corporate management in an effort to grow business

Recruit new APLs, working cooperatively and networking regularly with Sr. Director and Client Representatives

Responsible for growth, dealer retention and market sustainability

Maintain and grow the awareness of presence in the assigned territory market

Perform technical hardware and software troubleshooting using mechanical ability and extensive product information, to diagnose problems and provide technical solutions for problems

Troubleshoot hardware and software issues; thorough knowledge of computer imaging and peripheral set up required

Monitor and maintain a group of self-service kiosks within defined geographic areas. Monitor and maintain security of the kiosk

Conduct monthly preventative maintenance of kiosks by inspecting and testing hardware and software components

Troubleshoot and resolve kiosk issues through defined processes and procedures

Install new kiosks including physically securing and moving kiosks

Maintain and track parts inventory and equipment

Provide emergency, maintenance and warranty services to kiosks in the field through dismantling, cleaning, repairing, inspecting, assembling and testing kiosk components

CN 8/Big Ten Network Philadelphia, PA / Chicago, IL

Camera Operator 2008

Operated camera systems for news and sports

Operated robotic cameras

Set up and breakdown of cameras

Loaded and shipped equipment to next site

Communicated with directors and producers

Set arrangement and lighting set-up for live events

Remote site set-up and breakdown

Managed floor during live events

Worked with Engineering to ensure all technical aspects

Operated teleprompter

Cabana Club Ponte Vedra, FL

Bartender 2007

Took and made food and drink orders

Up sold top shelf liquor and appetizers

Prepared monthly liquor inventory

Organized, cleaned, and set-up bar

David Maus Toyota Sanford, FL

Assistant Sales Manager 2006

Assisted customers with automotive repair needs

Sold repairs and maintenance

Estimated accurately cost of maintenance or repairs

Created and maintained relationships

Handled heavy telephone activity receiving/returning calls

Accurately entered repair order information

Followed through until orders completed

Kept customers informed during entire process

Followed up to ensure complete customer satisfaction

U.S. Army Ft. Knox, KY

Operations Assistant 2003-2006

Coordinated all military funerals performed in a five state region

in which 24/7 support was provided

Completed over 200 funeral services without incident

Developed tracking system for Squadron

Coordinated travel arrangements, conference calls, meetings, and events

Typed, developed, and revised letters, reports, requisition forms, official orders and spreadsheets

Organized and maintained confidential records and files

Provided assistance and support on special projects and tasks

Organized training and orientation

Collected and submitted expense / reimbursement forms and information

Met time lines and deadlines

Assisted with explanation of compensation, benefits, and policy standards

Responsible for all administrative tasks

Responsible for Troop accounts receivable / payable

Resolved disputes and issues and recommended corrective action

Handled multiline telephone system

General office duties, including faxing, filing, scanning, copying, and data

Entry

Reinhardt & Associates Decatur, IL

Medicare Insurance Representative 2001-2002

Sold health and life insurance policies

Assisted senior citizens in choosing Medicare

Prepared supplemental insurance plans

Contacted and set appointments

Kept clients informed of policy information

Researched and answered policy inquiries from clients

Electronically maintained files including necessary updates

Initial contact concerning policy information

Studio 7 Salon & Day Spa Decatur, IL

Developer/Investor 2001-2003

Evaluated, planned, guided changes in use of office space

Coordinated remodeling projects and ensured repairs and replacement of equipment

Created and implemented monthly budget

Performed inventory control and ordered products and supplies as needed

Responsible for coordinating and scheduling maintenance and repairs

Entering billing data into quickbooks, issuing checks, making deposits

Responsible for daily reconciliation

Robo-Vision Denville, NJ

Robotic Camera Operator 2001-2002

Operated Vinten robotic camera system

Set up and breakdown of robotic heads and cameras

Loaded and shipped equipment to next site

Races included: Indy Racing League C.A.R.T and ARCA Formula 1

Spring Football League Houston, TX

Professional Athlete 1999-2000

Played in developmental football league for the NFL

SKILLS and COMPETENCIES

Ability to develop and train work force, build relationships, utilize skills of workforce most appropriately

Ability to merchandise and manage store operations effectively

Ability to provide outstanding customer service

Ability to adjust priorities and manage time wisely in a fast-paced environment

Ability to maintain records and documentation pertaining to work force

Ability to communicate in a clear, concise, understandable manner, and listen attentively to others, understand material, and provide instructions

** Proficient in Microsoft Outlook, Word, Excel, Power Point**

AWARDS

2006 Honorable Completion of Service – U.S. Army

2005 Global War on Terrorism Ribbon

2004 Army Service Ribbon

1997 Team Captain Football

1996 Athletic Scholarship Temple University

1995 National Junior College Athletic Association Football All-American

1993 Illinois State Scholar

REFERENCES

Hamed Shahbazi - CEO TIO Networks - 604-***-**** ext. 253

*****.********@***********.***

Casey Reinhardt – SR. Director TIO Networks - 217-***-****

*****.*********@***********.***

Jesse Moore(SFC) – Operations Training Manager US Army - 270-***-****

*****.*.*****@**.****.***

Shawn Bergstrom(CPT) – Personnel Management US Army – 502-***-****

*****.*********@**.****.***

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