Service Delivery Manager Resume Example

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Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
I have more than 10 years of dedicated responsible administrative experience. Strong organizational ability and an excellent record of completing projects according to established deadlines. I am an adaptable, dependable, customer oriented, quick learner, pays attention to detailed information and a Team Player that is open to all communication feedback that will achieve service excellence to all customer solutions. I have a strong knowledge of U. S. Postal regulations, familiar with Federal and UPS shipping guidelines.
ADP Time Adobe Certify Microsoft Access Microsoft Excel Microsoft Office365 Microsoft Outlook Microsoft PowerPoint Microsoft Word Workday Employee Verification (DHS)

Created critical KPIs to track and improve on-time delivery, customer issues and safety statistics. Streamlined the branch operations, resulting in a 50% reduction in operating budget. Boosted customer satisfaction ratings by 95% in under 7 months. Cut company operating budget by $ 2500 through effective work schedule and limiting the use of temporary labor.

2005 to 2015 Service Delivery Manager Exela Technologies Inc. | West Palm Beach, FL,

Developed and shared best practices across the company, including the Site Service Manual. Oversaw the development and launch of the correspondence distribution system. Increased productivity by 25% while simultaneously reducing head count by 1.5%. Recruited, hired and trained 4 new employees for Site operation. Built and maintained effective Inter-department charge-back report. Mentored, coached and trained 8 team members. Identified inefficiencies and made recommendations for process improvements.

11/1993 to 11/2015 CUSTOMER SERVICE MANAGER Corning | Wilmington, NC,
  • Managed incoming correspondence mail monthly volume of 500K from the U.S.
  • Postal Services, exceeding 60 million correspondence items annually.
  • Devised and scheduled sub-contractor support, ensuring efficient and timely completion of courier services which improved from an 85% accuracy rating to a 99% accuracy rating in three months.
  • Developed and maintained site standards and procedures ensuring quality service and consistency.
  • Managed special shipping and receiving projects for C-Suite by careful tracking and attention to detail.
  • Informed Management of Industry changes that may impact CEBIT.
  • Complimented by Supply Chain Manager on job performance, attendance and being dependable on a regular basis.
  • Recognized by the client's CEO for providing assistance to his service needs.
  • Recognized by several of the client's major decision makers as an outstanding asset to provide resource information.
to LIAISON | Cartersville, ,
  • Served as Management/staff liaison for conversion to a new tracking system: Learned the Pitney Bowes "Arrival Send Suite Tracking System", performed troubleshooting, trained staff and recommended improvements which were adapted.
  • Served as Management/staff liaison for conversion to a new Postage machine: Learned the Pitney Bowes DM800 Postage Machine, applied funds to the postage meter, performed troubleshooting, trained staff and recommended improvements.
  • Served as Management/staff liaison to the U.S.
  • Postal Services: Addressed postal concerns on behalf of the client.
  • Philip E.
  • Stanley (443) 286-5772 Page 2 SUPERVISION Managed a staff of eight responsible for daily mail operation, shipping and receiving.
  • Managed the monthly billing invoice of $ 32K that contributed to annual budget of $384K.
  • Implemented Employee Engagement by conducting formal and informal cross-training.
  • Planned, composed, distributed, and managed workflow operations which ensured no disruptions.
  • Reorganized and improved customers' correspondence delivery services from a 75% accuracy rating to a 99% accuracy rating that was achieved in a two-year period.
  • Established a reputation as the "Go to Manager" by developing expertise knowledge of customers' operations, being available to promptly respond to client's inquiries and request.
  • Received appreciation letters and emails from customers that who were pleased with the outstanding support.
  • Evaluated on-site equipment for preventive maintenance and performed as the first echelon.
  • Maintained supply inventories, resulting in orderly and efficient operations.
  • Supervised and trained employees to provide support and assistance to departmental staff ensuring a smoother operating experience.
  • Received appreciation letters and emails from customer that were pleased with the outstanding and continuously improving support.
  • Created excel spreadsheets to ensure quality data collection and generation of monthly reports which improved the data collection efficiency rating of 100%.
Expected in | Baltimore City Community College, , GPA:
Computer Programming Two Years
Expected in Diploma | Business Administration Walbrook Senior High School, Baltimore, MD GPA:
Business Administration
Professional Affiliations
Member of The Most Worshipful Maryland Grand Lodge of Free and Accepted Ancient York Rite Masons Member of the Trustee Board of Mount Zion United Methodist Church
Adobe, ADP, attention to detail, billing, budget, C, Computer Programming, conversion, client, data collection, delivery, dependable, funds, letters, Microsoft Access, excel spreadsheets, Microsoft Excel, mail, Microsoft Office, Microsoft Outlook, Microsoft PowerPoint, Microsoft Word, postage meter, Postage Machine, quality, receiving, shipping, SUPERVISION, Supply Chain, troubleshooting, workflow

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Resume Overview

School Attended
  • Baltimore City Community College
  • Walbrook Senior High School
Job Titles Held:
  • Service Delivery Manager
  • Diploma