Montgomery Street, San Francisco, CA94105(555) 432-1000, resumesample@example.com
Professional Summary
Experienced Facilties Supervisor who excels at streamlining operations to decrease costs and promote organizational efficiency. Results-oriented professional specializing in increasing distribution efficiency and reducing costs seeking leadership position in Facilities Management.
Skills
Property Management
Customer Relationship Management
Vendor Relationship Management
IT Procurement Experience
Work History
04/2015 to CurrentFacilities SupervisorAce Hardware | Council Bluffs, IA,
Managed a 2.08 -million square foot office space employing over 8000workers.
Supervised a team of 21 facility technical serviceand audio visual employees.
Reduced overtime by 13% by optimizing scheduled work plans, prioritizing department services andcontracting vended solutions for technical services.
Established and maintained 18 vendor partnerships including facility maintenance, IT solutions and audio visual expertise.
Led corporate initiatives such as Change Resource training and implementation focusing on managing company changes during current restructuring of the department.
Led Excellence in Operations Management efforts for current department optimizing work efficiencies by writing standard work processes and procedures which has led to 76 hours of reduced processing time.
Reduced average contract expenses by8% through aggressive negotiations with Audio Visual and ITvendors.
Established operational objectives and work plans and delegated assignments to subordinate managers.
08/2013 to CurrentINITIAL LOSS REPORTING SUPERVISORL3harris | Tampa, FL, United States
Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
Maintained up-to-date knowledge of product and service changes.
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Scheduled staff shifts to cover peaks and lulls in customer inquiries.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
05/2012 to 07/2013BUSINESS ANALYSTVizient | New York, NY,
Mapped current processes and offered recommendations for improvement.
Reviewed files, records and other documents to obtain information and respond to requests.
Conducted interviews with key business users to collect information on business processes and user requirements.
10/2010 to 05/2013PROCUREMENT SPECIALISTHoughton International Inc. | Van Wert, OH,
Renegotiated 9 IT service contracts saving over $3 million in avoided costs by streamlining services being requested and creating competitive environment for IT Install and Break/Fix maintenance vendors.
Streamlined business processes for data equipment services saving over $500 thousand by implementing standard operating practices.
Forecasted purchasing trends.
Oversaw daily operations of purchasing department.
Conferred with sales and purchasing to match customer preferences.
Generated weekly, monthly, quarterly and yearly reports on purchasing operations.
Performed monthly reconciliation of open purchasing orders.
08/2008 to 10/2010StatesUNDERWRITER State Farm Insurance | City, STATE,
Reviewing new and renewal insurance applications for personal lines insurance agents.
Modeled exceptional customer service skills and appropriate diagnostic sales techniques.
Negotiated new and renewal production goals with new and experienced agents.
Contributed ideas and offered constructive feedback at weekly sales and training meetings.
Calculated quotes and educated potential clients on insurance options.
04/2007 to 08/2008CUSTOMER SERVICE SUPERVISORState Farm Insurance | City, STATE,
Cross-trained and backed up other customer service supervisors.
Met all customer call guidelines including service levels, handle time and productivity.
Solved unresolved customer issues.
Strong leader of customer support staff.
Managed work flow to exceed quality service goals by 15%.
Facilitated inter-departmental communication to effectively provide customer support.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Scheduled staff shifts to cover peaks and lulls in customer inquiries.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
06/2004 to 04/2007BANK COLLECTIONS SUPERVISORState Farm Insurance | City, STATE,
Met all customer call guidelines including service levels, handle time and productivity.
Collected, reviewed, processed, closed and administered customer loan accounts.
Initiated operations improvements to improve overall collections productivity.
Oversaw collections employees to ensure customer satisfaction goals were consistently met.
Managed collections call center from initial start-up to full operational status training and supervising managers and employees.
Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
Analyzed call volume and average call time to monitor Collections Representative performance and productivity.
Managed high call volume with tact and professionalism.
Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Education
Expected in 2008Master of Arts | Adult EducationUniversity of Phoenix, Phoenix, AZGPA: Adult Education
Expected in 2003Bachelor of Arts | CommunicationsIllinois State University, , ILGPA: Communications
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