Field Service Manager dedicated to continuous process improvement in the face of rapidly evolving and changing markets. Extremely results-oriented and proactive in addressing and resolving problems.
Skills
Exceptional interpersonal communication
Effective leader
Staff training/development
Employee scheduling
Customer service-oriented
Conflict resolution
Organized
Deadline-oriented
Work History
01/2002 to Current
Field Service ManagerDish Network – Totowa, NJ
Manage 45 to 50 field service technicians.
Responsible for Fleet tracking for 30 vans including oil changes, repairs and make sure registration and insurance cards are current.
Prepare quarterly and yearly reviews for field service technicians.
Adhere to all OSHA safety rules and regulations.
Follow up with customers to make sure installation was done to their satisfaction.
Coordinate payroll for the office department.
Manage office meetings between New Jersey and New York.
Monitor technician's job status on an hourly basis through ETA global communication.
Trained, coached and mentored staff to ensure smooth adoption of new program.
Developed and rolled out new policies.
01/2000 to 01/2002
Client Service SpecialistAwards.com – Lyndhurst, NJ
Trained, coached and mentored staff to ensure smooth adoption of new program.
Increased profits by 60% in one year through restructure of business line.
Hired and trained new staff member.
01/2000 to 01/2001
Client Service Associate/ Supervisor AssistantPCF
Consistently achieved monthly sales goals of $15,000 Resolve customers' escalated issues via phone and in person.
Responsible for pricing, billing, shipping, and providing customers with real-time updates on their orders.
Consult with customers after receipt of their order to check on satisfaction.
Training liaison for the department covering procedural updates, new processes and quality assurance.
Coordinate children awards program for trouble youths in Jersey City.
01/1998 to 01/2000
Customer Care Representative/ Supervisor AssistaNew York Times – Rockleigh, NJ
Handled call resolution for The New York Times home delivery subscribers.
Severed as a liaison between customers and field personnel regarding delivery issues.
Calculated current service levels, facilitated group meetings, monitor staff and gave feedback based on assessments.
Knowledge of The New York Times product and call center operations.
Obtain new accounts.
Reconciled bills and provided product information.
Designed lesson plans to train customer care representatives.
Education
1988
High School Diploma: Graphic Communications Bergen Technical Vocational High School - Hackensack, NJ
