Service Manager resume examples

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Skillful Service Manager resume

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Experienced Customer Service Representative II with a background in leadership holding over 4 years of demonstrated knowledge/competency in servicing both internal and external customers who consistently meets and exceeds performance standards. Looking to support management in ensuring an efficient and cost effective department by planning, coordinating and supervising all administrative, operative and employee functions as Team Leader I.

  • Six Sigma Process Improvement Methodologies
  • Strong organizational skills
  • Ability to utilize corporate production and reporting systems
  • Excellent analytical skills
  • Claims, membership and billing inquiry experience
  • Knowledge of Project Management process
  • Problem resolution
  • Coaching and mentoring
  • Performance monitoring
  • Consultation and advisory
Customer Service Representative (CSRII) 04/2014 to Current Blue Care Network of Michigan Southfield, MI
  • Participates with Quality Improvement Workgroup to increase overall quality scores within the department
  • Analyzed all 2018 4th Qtr quality errors to target CSR common issues and recommended improved systems which will expedite work
  • Created informational material to support servicing of commercial accounts
  • Exceeded organizational metrics and goals (459) by 80% (370) for ACHT over a 6 month period
  • Reduced wrap and documentation metrics by 18% over the same time period
Commercial Sales Manager 04/2014 AutoZone Traverse City, MI
  • Developed, and implemented new and improved systems that increased Commercial sales by over 50%
  • Prepared presentations from statistical reports to present to both internal and external personnel
  • Trained, coached and coordinated 5 drivers to enhance overall efficiency of the Commercial Program
  • Analyzed both routine and non-routine reports for implementation of improved production workflows
  • Represented Commercial Sales division in work group meetings and at annual conference
  • Maintained effective working relationships and high customer service levels with various auto repair shop owners adding multiple new accounts withing my first 3 months
  • Supervised 11-15 store employees as 2nd in command to Store Manager
Education and Training
Six Sigma Black Belt: PROCESS IMPROVEMENT Lawrence Technological University Southfield, MI, United States
Bachelor of Arts: PSYCHOLOGY Albion College Albion, MI, United States
High School Diploma: JUNIOR RESERVE OFFICERS' TRAINING CORPS Charles C. Rogers Military Academy Detroit, Mi

Cadet lieutenant colonel (C/LTC)

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Job-winning Service Manager resume

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Experienced Security Supervisor and Officer who upholds high ethical standards and commitment to providing excellent customer service. Strong observation and reporting skills obtained through CCTV, Dispatch and maintaining detailed logs. Extensive experience in arrest and control, aiding law enforcement and testifying in court.
  • 16 years of security and customer service experience
  • Armed, handcuffing, pat-downs and arrest and control
  • Patrol driving, alarm and emergency response
  • Business, office and computer
  • First Aid and CPR certified
  • Crime prevention methods
  • CCTV surveillance
  • Interior and exterior patrol
  • Fluent in Spanish
  • Supervision
Coast2Coast Crime Prevention October 2017 to Current Supervisor
Las Vegas, NV
  • Promoted to Lieutenant for enforcing policy with integrity and introducing ideas to maintain employee compliance 
  • Support Company Management by creating documents, reports and employee evaluations
  • Recognized by clients for maintaining communication, professional demeanor and appearance
Security Solutions August 2015 to Current Sands Expo Convention Security
Las Vegas, NV
  • Received Employee of the Year Award for excellent attendance and work performance 
  • Operate Freight Elevators to eliminate employee injuries
  • Manage access control and foot traffic during meetings and conventions
Allied Universal Protection October 2015 to November 2017 Supervisor
Las Vegas, NV
  • Awarded Employee of the Year for achieving good attendance, best work performance for conducting thorough patrols and creating detailed reports
  • Promoted two times in one year for dependability and thoroughness in completed assignments
  • Motivated the graveyard team to be #1 in thoroughness and productivity through training and maintaining a positive work environment
American Protection Group June 2016 to August 2017 Supervisor
Las Vegas, NV
  • Awarded Most Improved Employee of the Year for efforts in creating reports, keeping my superiors well informed and going above and beyond to meet client needs
  • Promoted two times in one year for dependability, thoroughness and good customer service
  • Recognized by Westland Apartment Management (A client) for excellent customer service and going beyond and above to keep them safe
  • Brought crime down with 15 arrests and working closely with the Las Vegas Metropolitan Police Department at properties that suffer from high crime
American Guard Services May 2014 to November 2015 Security Officer
Las Vegas, NV
  • Credited for reducing shoplifting by over 50% as a “Greeter” which is part of the loss prevention program at Food4Less
  • Make several arrests a day as a Loss Prevention Officer at 99 Cents Only Stores
  • Deescalate conflicts as an Armed guard at bars and apartments
Weiser Security June 2012 to October 2012 Security Officer
Las Vegas, NV
  • Scored high on personality test showing a transformable personality able to work in wide range of assignments with varied personalities 
  • Maintain security through CCTV systems for data centers, warehouses and business centers
  • Provide clients with strong interpersonal and customer service skills

Custom Security October 2011 to November 2014 Patrol Supervisor
Las Vegas, NV
  • Trained and coached over 30 officers and over 8 new supervisors
  • Provide personal protection for V.I.P.s such as “Snooky” and Corporate CEOs 
  • Manage over 30 security officers for special events and concerts
Weiss Jones & Associates November 2003 to January 2012 Office Manager
Carson, CA
  • Given opportunity to transfer from Security Guard to an office Customer Service position for my interpersonal and customer service skills 
  • Promoted from Customer Service to Office Manager for productivity in promoting company products and services through articles, blogs, reports and face to face sales
  • Volunteer with the youth counseling and home building programs of the non-profit division
Securitas Security Services May 2007 to January 2008 Field Service Manager
Signal Hill, CA
  • Promoted from Supervisor to Scheduler for eagerness to go beyond duties and get involved   
  • Promoted from Scheduler to Field Service Manager for optimizing operations and lowering the non-billable overtime from 5.5% to less than 1% average
  • Successfully retaine and enhance the service for clients such as California Bank and Trust, Union Bank of California, and Ben Bridge Jewelers; all companies which threatened to cancel service
Plat Security Services November 2003 to May 2007 Supervisor
Signal Hill, CA
  • Promoted to Lead Officer (Armed) for efforts in lowering crime at challenging, high crime, assignments like Springdale, Carmelitos and Ujima Village Apartments in Long Beach, California
  • Successfully helped the Long Beach Police Department reduce crime by over half (According to the Police Department) at Springdale Apartments; made eight arrests, testified in court helped convict suspects
  • Chosen by the City of Long Beach and promoted by Plat Security to head security for the City's parking installations, and the City Place Mall. Supervised over 30 officers
Education and Training
SimpleCPR 2018 Medical First Aid Rancho Cordova, CA, USA
  • Certificate for Adult-Child-Infant-CPR
  • Certificate for Automatic Defibrillator
  • Certificate for Basic First Aid
North American Learning Institute 2015 Drug & Alcohol Awareness Las Vegas, NV, USA
  • Certificate of Completion
Long Beach City College Business Long Beach, CA, USA
  • Some coursework completed
  • Made Dean's List with Honors for two consecutive semesters
American School of Real Estate Express 2009 Real Estate St Louis, MO, USA
  • Certificate for Real Estate Principles
  • Certificate for Real Estate Practice  
Rio Hondo College 2006 Criminal Justice Whittier, CA, USA
  • P.C. 832 Arrest Module 1 & 3
International Dealers School 1994 Security Enforcement Commerce, CA, USA
  • Medical First Aid Certificate
  • Baton Permit  
  • Permit for exposed firearm, qualified to carry 9mm & .45

Top Service Manager skills

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Experienced Service Manager resume

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Crystal Escoto
Professional Summary

Management Support -
Ensured smooth operations by supporting executive team.

Helpful Hospitality professional driven to cultivate exceptional service. Works effectively to address patron concerns and foster loyalty. Proven success in managing complex requests with grace and efficiency.

Work History
09/2019 to Current Concierge Foulger Pratt The Exchange At Wheaton | Wheaton, MD
  • Increased customer satisfaction by resolving unhappy residential issues such as parking
  • Handled calls to address customer inquiries and concerns
  • Participated in meetings to discuss new opportunities
  • Worked with customers to understand needs and provide top notch service
  • Completed clerical tasks such as filing, copying and distributing mail
  • Supported needs of residents with skill and efficiency
  • Resolved problems, improved operations and provided exceptional client support
  • Loaded, unloaded and moved material to and from storage and production areas
  • Maintained excellent attendance record, consistently arriving to work on time
  • Followed all policies, regulations, dress codes and schedules
  • Assisted administration and or leasing with any necessary responsibilities
  • Performed administrative duties
  • Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills
03/2019 to 05/2019 Account Manager Bentley Williams Remodeling & Design | Forestville, Maryland
  • Obtained pricing deals, negotiated contracts, solidified beneficial agreements
  • Generate sales among client accounts, including upsetting and cross-selling
  • Operates as the point of contact for assigned customers
  • Develops and maintains long-term relationships with accounts
  • Makes sure clients receive requested products and services in a timely fashion.
  • Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities
  • Provided extensive support in sales, technical and business areas to key accounts
  • Elevated account management by predicting potential competitive threats and outlining proactive solutions
  • Identified key entry points to enhance market penetration and effectively analyzed data to optimize customer satisfaction and increase profitability by 10%
  • Developed highly profitable pipeline based on multiple sales penetration techniques
  • Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction
11/2017 to 11/2018 Concierge Planned Companies | Silver Spring, MD
  • Updated the front desk's concierge book daily so that guests had access to relevant local information
  • Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills
  • Provided services efficiently and with high level of accuracy
  • Resolved service-related problems in a timely manner
  • Answered customer telephone calls promptly and appropriately
  • Delivered messages, mail and packages left for guests and hotel facilities in a timely manner
  • Systems used were centralized mail and electronic faxes
  • Determined if mail was actionable and its requirements
  • Ensured mail was recieved by the appropraite party, ensured no delays of distribution
  • All other duties as assigned
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
  • Worked closely with guests, some VIP or celebrity, with high degree of respect for privacy
  • Loaded, unloaded and moved material to and from storage and production areas
  • Handled 10 calls per hour to address customer inquiries and concerns
  • Contributed to team results in fast-paced residential environments
02/2017 to 10/2018 Night Dispatcher Drive Towing; Shayne Byrd | Silver Spring, MD
  • Answered a high volume of phone calls and email inquiries
  • Filed paperwork and organized computer-based information
  • Managed and reviewed filing and office systems
  • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
  • Monitored cash drawers in multiple checkout stations to ensure adequate cash supply
  • Oversaw daily office operations for staff of 3 employees.
  • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
  • Recipient of multiple positive reviews acknowledging dedication to excellent customer service
  • Politely assisted customers in person and via telephone
  • Directed calls to appropriate individuals and departments
01/2017 to 08/2017 Office Manager ESCO Towing, LLC; Julio & Antonio Escoto | Silver Spring, Maryland
  • Drove the short-term and advanced promotional planning processes
  • Developed metrics and measured success in order to further penetrate the marketplace
  • Analyzed contract performance for bids, budgets and forecasts
  • Maintained up-to-date account distribution information
  • Reduced and controlled company expenses
  • Prepared program operating budgets, budget reports and other financial performance reports
  • Maintained Performance Attendance Tracking System
  • Maintained Leave of Absence reports
  • Performed a wide variety of office duties to include the coordinating of meetings, typing, filing and dispatching
  • Assisted with timekeeping to include data verification and reconciliations
  • Maintained employee files and scheduled business meetings when necessary
  • Supports auditing when required
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff
  • Established and developed highly efficient and dependable administrative team by delivering ongoing coaching and motivation and fostering career advancement
  • Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping
  • Communicated corporate objectives across all divisions through regular correspondence and scheduled status updates
  • Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving
  • Improved office operations by automating client correspondence, record tracking and data communications
  • Tracked and recorded expenses and reconciled accounts to maintain accurate, current and compliant financial records
  • Compared vendor prices to ensure optimal savings
  • Managed CRM database, including troubleshooting, maintenance, updates and report generation
  • Enhanced collaboration between team members by preparing meeting materials and taking clear notes to distribute to stakeholders
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel
  • Handled all incoming business and client requests for information
01/2016 to 01/2017 Concierge/Front Desk Signal 88 Security of Maryland | Baltimore, MD
  • Politely assisted customers in person and via telephone
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot
  • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
  • Maintained cleanliness and presentation of stock room and production floor
  • Directed calls to appropriate individuals and departments
01/2015 to 02/2016 Medical Support Assistant Montgomery Family Med Associates; Keba Brown, HR | Silver Spring, MD
  • Answered and quickly redirected up to 15 calls per hour
  • Ordered and distributed office supplies while adhering to a fixed office budget.
  • Coordinated domestic and international travel arrangements, including booking airfare, hotel and transportation
  • Managed office supplies, vendors, organization and upkeep
  • Directed guests and routed deliveries and courier services
  • Screened applicant resumes and coordinated both phone and in-person interviews
  • Answered and managed incoming and outgoing calls while recording accurate messages
  • Opened and properly distributed incoming mail
  • Maintained a clean reception area, including lounge and associated areas
  • Appointment setting.
12/2010 to 01/2015 Medical Assistant/ Support Staff Doctors Next Door; Jannette Shamaly | Silver Spring, MD
  • Maintained accurate records of patient care, condition, progress and concerns
  • Responded appropriately to the physical, emotional and developmental needs of patients
  • Obtained information about clients' medical history, drug history, complaints and allergies
  • Scheduled medical appointments
  • Performed clerical duties, such as word processing, data entry, answering phones and filing
  • Maintained a clean, healthy and safe environment
  • Reported any unusual or urgent circumstances in patients' condition or environment immediately to Management
  • Promoted office efficiency, coordinating charts, completing insurance forms and helping patients with diverse needs
  • Appointment setting and other related duties
12/2006 to 12/2010 Customer Service Manager ATT Towing, LLC; Sergio Escoto | Silver Spring, Maryland
  • Answered a high volume of phone calls and emails inquiries
  • Filed paperwork and organized computer-based information
  • Maintained appropriate filing of personal and professional documentation
  • Sourced and ordered office equipment and supplies
  • Investigated and resolved customer inquiries and complaints in an empathetic manner
  • Maintained accurate records of past due customer account activity
  • Adhered to all confidentiality requirements at all times
  • Facilitated inter-departmental communication to effectively provide customer support
  • Politely assisted customers in person and via telephone while assuring and maintaining effective business relationships externally and internally
  • Communicated with vendors regarding back order availability, future inventory and special orders
  • Supports the Business Owner in superior customer service experiences
  • Provided an elevated customer experience to generate a loyal clientèle
  • Handled daily heavy flow of paperwork and cooperated with the accounting departments on invoicing and shipping problems
  • Implemented innovative programs to increase employee loyalty and reduce turnover
  • Performs other duties as assigned
  • Devised and published metrics to measure organization's success in delivering world class customer service
  • Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty
  • Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes
12/2000 to 12/2006 Office Executive Manager Aggressive Towing and Transport, LLC; Julio Escoto | Silver Spring, Maryland
  • Processed accounts payable for 3 employees.
  • Entered financial data into the company accounting database to be verified and reconciled
  • Generated invoices upon receipt of billing information and tracked collection progress
  • Tracked financial progress by creating quarterly and yearly balance sheets
  • Introduced new and efficient accounting, financial and operational systems
  • Streamlined daily reporting information entry for efficient record keeping purposes
  • Managed and responded to all correspondence and inquiries from customers and vendors
  • Established a QuickBooks accounting system to reflect accurate financial records
  • Entered financial information and payments to guarantee that employees and vendors were paid accurately and on time
  • Reconciled company bank, credit and line of credit accounts
  • Communicated with customers to identify and resolve outstanding payments
  • Developed monthly, quarterly and annual profit and loss statements and balance sheets
  • Streamlined bookkeeping procedures to increase efficiency and productivity
  • Performs and provides other duties as assigned
  • Dependable, Hard Worker
  • Exceptional Interpersonal Communication Skills
  • Excellent Time Management skills
  • Proficient in MS Office Products: Work, PowerPoint and Excel
  • Self Motivated
  • Strong Organizational Skills
  • Ability to prioritize while paying attention to detail and meeting deadlines
  • Ability to perform in a fast paced environment while multitasking
  • Adherence to high customer service standards
  • Inventory control
  • Appointment Setting
  • Guest accommodations
  • Reporting capabilities
  • Vendor interaction
  • Recordkeeping
  • Scheduling
  • Customer Service
  • Documentation
  • Administrative support
2004 Associate of Arts | Business Administration University of Phoenix, Phoenix, Arizona
Bachelor of Science | Business Administration And Management American InterContinental University, Schaumburg, IL