Resume - Looking for a postion in Service/Operations management based in the Baltimore ar...

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Resume #68205

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Qualifications for Operations/Service/Training/Management/Sales/Distribution

PROFESSIONAL PROFILE
20+ years of instruction experience, with accomplished platform and presentation skills
Effective management and operations experience, excellent customer service skills
Strong training, motivational, and organization skills, good sense of humor
20+ Years in the appliance service industry, field service, factory liaison, and management
Excellent working knowledge of electricity, plumbing, and carpentry

CAREER HIGHLIGHTS

Field Service Manager, Mid-Atlantic, SaraLee Coffee & Tea, March 2007- November 2007
1. Responsible for service for commercial coffee equipment for the Mid-Atlantic Region
2. Managed 15 techs in remote locations, installing and servicing coffee equipment
3. Managed a branch in Stroudsburg, PA, Atlantic City, NJ, Philadelphia, PA, Jessup, MD, and Richmond, VA
4. Serviced over 85% of customers within 24 hours
5. First time fix over 90% of the time.
6. Maintain fleet, truck inventories, and install parts for technicians.
7. Drive customer service for Restaurants, Casinos, Hospitals, Healthcare Institutions, and National Accounts
8. Ensured safety policies on the job and within the fleet were maintained, conducted monthly safety meetings.
9. Monitored and approved third party service providers in the region, service and installations
10. Developed a positive relationship with all our sales partners, local, regional, and national
11. Covered service in Virginia, DC, Maryland, West Virginia, Delaware, Pennsylvania, New Jersey, and New York
12. Managed equipment inventory in all warehouses, reduced loss by 70K
13. Developed a PM program for large equipment users

Service Manager, Modern Equipment June 2006-March 2007
1. Manage a staff of 9 repairing heavy equipment for the Rental Industry
2. Responsible for over 600 pieces of equipment to keep available for rent
3. Maintain the truck fleet for our delivery department
4. Instituted a warranty recover program that in 4 months has recovered more than all last year
5. Deliver impeccable customer service, timely, accurate and fix it the first time
6. Increased customer billing by 40+ percent so far this year
7. Improved productivity at the service center

Technical Manager, Sears Product Services (January 2003-June 2006)
1. Manage 40+ techs in three remote locations (I 95 Corridor) 1000-1200 completes per week
2. Maximize productivity to insure effective use of technical payroll to deliver first class customer service
3. Develop and deliver effectively any and all changes to processes to the techs to achieve compliance
4. Do ride alongs with the techs to facilitate their success in the field
5. Monitor and maintain truck stocks for techs
6. ISO trained as an auditor and Environmental Compliance
7. Single Point of Contact (SPOC) for 4 retail stores for service issues
8. Coach and facilitate techs on a daily basis
9. Schedule techs to maintain State of Service
10. Increased Sales 240% YTD, vs last year

Service Manager, Rent-A-Center (September 2000 – July 2002)
1. Responsible for 250+ stores from Manhattan to Richmond, service all product from those stores electronics, appliances and furniture, 600-800 pieces weekly.
2. Staff of 40(all direct reports), 12 drivers, 20 technicians, 8 support people
3. Facility management for 20,000+ square foot facility, all maintenance
4. Fleet responsibility for 15 vehicles, covering 10,000+ miles weekly, including maintenance, DOT compliance
5. Arrange the shuttle schedule to deliver and pickup at all stores each week, 35 routes
6. Manage the labor to ensure production is keyed to staffing and that 85% of the product is in the building at the correct time.
7. Total responsibility for P&L, and budget, have cut 180K and met production quotas.
8. Replaced/terminated deadwood in the labor force to improve performance and increase morale among staff.
9. Establish a positive relationship with stores, vendors and upper level management.
10. Monitor repairs to insure quality, less than 2% repeat rate at present, was 7%
11. Total HR responsibility, hire, fire, train, and discipline, yearly reviews for merit increases.
12. Have increased production by over 40% from 2000.
13. Payroll of 1.5 million +, operating budget 2.3 million +, less payroll, 56K stock parts inventory, 2100SKU.
14. Introduced procedures to eliminate employee theft and increase efficiency

Product Service Center Manager, Best Buy (January 2000 - July 2000)
1. Responsible for 36 stores in 5-state area, service all consumer and store stock products, 8,000 to 12,000 pieces repaired per month depending on season.
2. Staff of 120 plus, 5 supervisors, final interview on all employees.
3. Manage 30,000 square foot facility, handled relocation of center to new facility in April.
4. Ship and receive average of 1200 pieces daily and track the inventory.
5. Wrote and executed action plans for the service center for, production, inventory control, union avoidance

Tech - Ed Teacher, Math Teacher, Baltimore County Public Schools (1996 -Jan. 2000), Unsung Hero Award & Employee of the Year Award, Woodlawn High School, 97-98, Taught upper level math courses in Magnet Program
Mathematics Teacher, Bladensburg High School, Prince George's County, MD (1979- 1996)
1. Cooperative teacher for the students at the University of Maryland. Train and mentor student teachers and administer final evaluation. (trained 5 new teachers at the university level)
2. As part of the SAFE Committee, presented a student photo identification program that was adopted by all county high schools. ( $500,000.00 )
3. As Athletic Director, took program that was in the red and produced a surplus (21 sports)
4. Reviewed and commented on new textbooks and materials for the Merrill Advisory Council.
5. Member of the Board of Directors for the Student's Construction Trade Foundation. Program featured vocational students building complete homes. (70K to 250K Homes)
6. Advisor for the Vocational Industrial clubs of America. Program taught social and leaderships skills to trade students. (Local, state & national) Set up and ran Educational Fairs.
7. Chairperson of the Faculty Advisory Committee. Took care of the day-to-day problems of the school. ( staff of 120)Member of the Maryland State Department of Education, Division of Instructional Television

EDUCATION BS in Business Management from University of Maryland, Masters Equivalency in Math Ed and Vocational Ed.

ISO Certified Internal Quality Auditor
ISO Environmental Operations Training

(SALARY NEGOTIABLE, WILLING TO TRAVEL)

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