Customer Service Manager

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Monterey, TN •••••
Phone: •••••
Email: •••••


EXECUTIVE SUMMARY

Extensive knowledge and demonstrated management competencies in manufactured home production, set-up/services and construction and other types of project supervision as well as business development and budget administration. Well-versed in ways to maximize business profitability and achieve process efficiencies. Over two decades of experience in customer service/satisfaction systems and quality improvement programs, with demonstrable results.

PROFESSIONAL HISTORY

General Manager•••••••••• •••••
Allstates Mobile and Modular Solutions, Inc., Dallas, Texas
Created and maintained operations system to track daily business and quality systems.
Responsible for overseeing operations and transportation, field service and foundation installation.
Managed 3 crews, drivers and operations systems of over ••••• people and ••••• trucks and equipment.
P & L responsibilities managing budget and sales in excess of over $ •••••,••••• a month.
Supervision of pending accounts, accounts receivable, sales by customer summaries, payable and receivable summaries of over $ •••••,••••• a month.
Maintained high standard of customer service and satisfaction and attained consistent ratings of •••••%.

Field Manager•••••••••• •••••
Vanderbilt Mortgage and Finance, Remarketing Division, Clayton Homes, Maryville, TN
Managed inspection and sales of repossessed units.
Followed up on prospective sales, generated Closing Agreements, and collected the Certified Funds to complete the transactions of said sales amounting to $ ••••• Mil in •••••
Generated over ••••• sales for the division in the last five months worth $ 1Mil .

Director of Service ••••• •••••
Schult Homes, Navasota, TX
Managed the Service Department and Parts Department personnel including eighteen Service Technicians, four Area Coordinators, various office staff, parts manager, drivers, pullers and coordinators.
Reduced budgets for the Parts and Service Divisions from over •••••% of sales to under 7%
Maintained and managed service budgets well over $1 million.

Director of Service Central Division ••••• •••••
Oakwood Homes Corporation, Service Division, House Smart Division Austin, TX
Responsible for the management of the construction phase associated with the House Smart retail division, managing over $ 1 Mil in construction costs
Directed the Construction Center Managers in managing the delivery, set-up, trim out and problem solving relating to the retail product in thirteen retail outlets with over seventy employees and independent contractors.
Compiled and instituted performance measures within each region including timely completion of projects, efficient budgetary control, effective utilization of technicians and overall customer satisfaction.
Managed the service liabilities and responsibilities of the Western Region.
Directed and trained twelve Regional Service Managers and their staff of ••••• service employees in ••••• retail stores, service managers and coordinators for four manufacturing facilities, parts managers and their staff.
Trained the Regional Service Managers in customer satisfaction, effective use of their personnel resources and cost control.
Managed and maintained a multi-million dollar budget.
Reduced company-wide service costs from •••••% to •••••% and increased Customer Satisfaction Index by •••••%.

Regional Service Manager ••••• •••••
Oakwood Homes Corporation, Service Division, Austin, TX
Established a Service Program which increased the Customer Satisfaction Index to over •••••%.
Evaluated the available personnel and designed a program to maximize their talents and experience.
o Evaluated the cost of service and designed a more equitable service plan.