Customer Service Manager Resume
Contact information
Bob S. Kurtzman
12 Street
Boston
Massachusetts
Career objective
Looking for a challenging position of the Customer Service Manager Resume the reputed University with a view to use my wide experience for the benefit of the organization.
PROFESSIONAL PROFILE:
15 years experience at a senior level with significant office management and negotiation skills. I am a competent, self-motivated person, commercially aware, highly adaptable, flexible, tenacious and a resourceful facilitator with good motivational and interpersonal skills. I have a well-developed sense of priorities, can communicate at all levels and able to work under pressure. A good team player. Customer focused – recognises the importance of maintaining excellent relationships with both internal and external customers. Excellent knowledge of Microsoft Office Suite.
CAREER HISTORY:
Home Delivery Network Limited, Edinburgh Sept 2005 to July 2010
Customer Services & Administration Manager Responsible to Depot General Manager
Home Delivery Network Limited is the UK’s largest dedicated home delivery and collection service delivering parcels on behalf of major clients such as M & S, Tesco, Virgin, BT etc., to every postcode, every day. In total the company employs over 7000 people in the UK. Edinburgh Depot has a staff of 114 and covers from the Borders through to Falkirk.
Areas of responsibility include:
Manage the day-to-day running of the Admin and Customer Service Departments ensuring that it is adequately structured and resourced.
Manage and Analyse all reporting measurement processes in depot ensuring that trends are identified and focused on in line with business objectives, i.e. GLIT, Service, Cost, Productivity.
Manage recruitment, retention, performance, training and development of a team of admin to achieve agreed objectives and KPI’s.
Support Operations Manager with the recruitment and selection of Depot Staff.
Monitor, evaluate and manage team performance through coaching and development to ensure performance standards are achieved.
Monitor and control operating costs to agreed financial targets.
Provide up to date guidance, knowledge and advice on HDNL policies and procedures. Ensure the provision of accurate and timely management information to support the operation including exception/analysis reports.
Control wages input, holiday and absence report.
Identify and implement change to aid continuous business improvements.
Manage the depot Customer Service processes for all HDNL customers ensuring that they are dealt with professionally, promptly and in accordance with defined service requirements.
Written and implemented Microsoft training package for depot from Basic to Intermediate level.
Self Employed March 2000 to May 2005
Secretarial and Administrative Services
Offering Secretarial and Administration services to SME’s
Work carried out included:
Transcription of Taped group meetings for the International Futures Forum;
Transcription of Taped group meetings for BP Blue Chalk Forum;
Transcription of Tapes for Marine Painting Forum;
Design and Production of various handbooks;
Preparation of Presentations for Chemco International;
Implementation of QMS Standards and Procedures leading to ISO 9001 for Lyndean Software;
Tutorials, both group and one to one on Microsoft Office (Contract);
ECDL Tutor and Test Marker at LSL ECDL Accredited Test Centre (Contract).
Temporary In-house contracts included:
Accountants
Solicitors/Estate Agents
Chartered Accountants
Oil Industry
Software Training
Hotel/Hospitality
Construction Industry
Civil and Engineering
NES Recruitment Agency Sept. 1997 – Feb. 2000
Office Manager & Project Secretary (Fixed Term) Responsible to the Project Manager
BP Common Off Site Projects (Grangemouth)
The Common Offsites Project, was an Alliance made up of Major Contractors (Electrical, Civil’s, Scaffolding and Painting, Engineering and Project Management) it provided an accountable reporting link to each of the Major Projects being carried out on the Grangemouth complex at the same time, as a single focused project managing all the interfaces and providing the most cost effective use of skills and resources.
The role of Office Manager/Project Secretary involved
Supervision of Secretarial and Administration services to the Project Manager, Alliance Partners and supporting staff.
Maintenance of Project Diary, booking conferences, meetings, travel arrangements and car hire.
Signing authority for all IT equipment.
IT support of staff (e.g. E-Mail, word processing and training) and liaison with BP site services.
Documentation database maintenance to specified standards.
Corporate Function organisation (Team building events and milestone celebrations).
Supervision and training of junior staff.
Initiated the production & distribution of project monthly newsletter to all partners.
Office H&S, fire, security & provision of first aid.
Building maintenance, procurement of furnishings and sub-letting of office space negotiations.
NES Recruitment Agency Nov. 1994 - Sept. 1997
Senior Project Administrator Responsible to Project Manager
Babcock Rosyth Defence Ltd.
BRDL is a major player within the Naval ship refitting industry. Employing in excess of 3000 staff, I was employed within the WSIA (Weapons Systems Integration Authority) where I provided secretarial and administrative support. This was a new role in a new Department within the company and I was responsible for:
Provision of secretarial services to the Manager and up to 30 permanent and temporary engineers including travel and diary management.
Creation of database filing systems.
Preparation of style sheets and formats for alliance projects.
Employment & supervision of junior staff.
Presenting project presentations in Weymouth.
Preparation and maintenance of Documentation databases.
Monitoring of departmental spends and monthly reports.
Preparation of Scopes of Work and Supply.
Document Management for quality and security audits to nuclear level.
TPS Recruitment Agency (2 year posting) Nov. 1992 - Nov 1994
Senior Secretary Responsible to the Production Manager
GEC Marconi Avionics
Providing full secretarial and administrative services to the Production Manager, 6 Line Managers and 80 Engineers.
Duties included:
Supervision of Junior Staff
Secretarial support for Technical Director
Document management
Presentation preparations
Arrangement of meetings/conferences and travel
Gelpke & Bate Ltd., Manchester Nov. 1988 - Apr. 1992
Sales Co-ordinator (Chemicals) Responsible to Sales Manager
Duties included:
Marketing new products
Processing orders
Sampling materials
Customer Service
Logistics
Territorial target monitoring
Nationality: British
Marital Status: Married – No dependants
Computer Skills: Microsoft Office Tutor, ECDL Tutor and Marker, Audio Typing
Attendance at various Office Skills Courses, including Time Management, Marketing, Customer Service
Interests: Trained mediator with Sacro
Hobbies: Clay pigeon shooting, horse riding, walking, gardening.
References
Bob S. Kurtzman
Manager
Wap Company.
Bob_Kurtzman@gmail.com
