Manager Customer Service
Resume:
**** *. ******* *** ( Mesa, AZ.
John G. O'Connor Jr. 85215
home: 480-***-**** ( cell:
abjjr1@r.postjobfree.com
Seeking to bring over 25 years of progressive experience in the commercial
construction industry consisting of sales, and management positions to a
new industry vertical. I excel when working in a team environment, but also
a strong independent contributor.
Adept in relationship building, creating and maintaining a positive
productive work environment. Hard working and loyal, with an ability to
relate to people at all levels within an organization. Results-focused,
quality-driven professional with extensive experience in business and
operational development, demonstrated track record of consistent
achievement and exceeding specified goals, strong sales and service
skills, and dedication to organizational goals.
Key Strengths
Operations Management Process Improvement Multi-Site Operations
P & L Accountability Quality Assurance Client Relationships
Cost Reduction & Project Coordination Team Training & Mentoring
Budgeting
Core Competencies
V Results-driven with exceptional practical judgment and attention to
details with skills in developing process improvement, risk management,
lean manufacturing, and team management directives.
V Strong operational process improvement background through effective cost
reduction, tactical planning, productivity gain, and revenue growth
strategies.
V Extensive experience in managing and developing personnel. Successful in
understanding each individual's strengths and weaknesses in order to
assist in career growth. Excellent personal communication skills.
V Extensive experience in building and maintaining strong client
relationships. Primarily responsible for ensuring expectations are met or
exceeded and addressing any problems or issues in a timely and
professional manner.
Professional Profile
Western Window Systems Phoenix, AZ 2009 - Present
Sales Representative
Responsible for communicating with customers to build strong
relationships, cultivated a network of new dealers for a 3 state area.
Oversee resolution of escalated customer service issues..
Selected Accomplishments:
Establish new relationships with architecture and design firms in
Arizona market.
Cultivate working relationships with newly established dealers.
Educate architectural firms and new dealer prospects on company
products.
Worked closely with new dealers on product knowledge and field
applications of products.
Worked to resolve escalated customer service issues in a professional
manner.
OLD CASTLE ENGINEERED PRODUCTS (formerly Southwest Aluminum) Chandler,
AZ 2005 - 2009
Assistant General Manager (Promoted from Plant Manager)
Responsible for the entire production facility. Duties included staff
management of up to 75 employees, achieving production output levels as
dictated by production schedule, maintaining and monitor acceptable
inventory levels, monitor quality control, and tracking of daily
shipments. Materials procurement
Selected Accomplishments:
Implemented inventory tracking system designed to correct past issue of
inventory write downs.
Established quality control program that reducing production errors by
up to 75%.
Increased net profit percentage from 6.5% to near 10% on annual sales of
$18,000,000 by reducing labor dollars, material costs, and increasing
sales margins.
Plant Manager (Promoted from Sales)
Oversee entire production floor. Schedule and track maintenance on
plant machinery. Ensure production personnel are operating in
compliance to OSHA safety standards. Maintain and track production
schedule to ensure on time delivery of product.
Selected Accomplishments:
Implemented new Excel based production schedule helping to track all
orders in the production facility.
Implemented new local product delivery program/system that improved
customer service and satisfaction leading to an increase in net local
sales by 18%.
Designed and implemented Excel based computer delivery schedule used to
track order deliveries and monitor on time performance.
Implemented new employee safety program that directly contributed to a
decrease in workplace injuries. Facility received consecutive awards for
zero accident calendar years.
Sales Representative
Responsible for maintaining current customer base, resolveing customer
service issues in a timely and professional manner. Establish new
relationships with distributors in the Phoenix area. Worked closely
with managerial staff to establish and meet sales targets.
Selected Accomplishments:
Established quote tracking procedure that facilitated collaboration
between the estimating and sales departments created a more rapid
proposal delivery system.
BINSWANGER GLASS (formerly Harding Glass) - Scottsdale, AZ 1994 - 2005
Regional Manager (Promoted from District Manager)
Supervise daily operations for as many as 16 branches in 5 states.
Manage monthly P & L statement. Hiring and firing of all salaried and
hourly personnel. Managed multiple inventories. Responsible for
opening and closing of retail branches. Work closely with sales
division to create and impliment regional growth plan. Maintain customer
relationships in the market.
Selected Accomplishments:
Oversaw transition of new acquisitions over several geographic areas.
Established annual budgets and sales target forecasts for all retail
branches in 5 state areas.
Established incentive plan for each facility in the region.
Created strong synergy between locations in the region to help reduce
inventory and labor dollars, by sharing materials and labor where
possible.
District Manager (Promoted from Branch Manager)
Oversee multiple retail outlets in tri-state area along with multiple
corporate responsibilities. Worked with retail branch managers
pertaining to daily operation of branches. Monitor and maintain
acceptable labor numbers for each branch in the district.
Selected Accomplishments:
Mentored branch managers and prepared them for promotion when possible.
Consolidated locations in the district where possible to reduce
operating costs where necessary.
Opened three new locations in the area to expand our presence in the
market.
Improved performance of the district by upgrading managerial staff and
establishing training sessions on the local level for employees.
Branch Manager (Promoted from Project Manager)
Responsible for daily activities of retail outlet. Inventory and
procurment management. P & L responsibilities. Hiring and firing of all
branch personel.
Selected Accomplishments:
Streamlined and implemented new purchasing process for the branch.
Increased monthly sales volume with improved customer service and
expansion of product line.
Turned a profit at a troubled retail branch with a negative bottom line
within 120 days.
Promoted to District Manager for timely financial results as Branch
Manager.
Project Manager (Promoted from Estimator)
Maintain installation schedules and coordinate with General Contractors
on commercial glazing projects.
Directed installation schedules to meet completion expectations.
Developed and maintained solid relationships with general contractors
and material vendors.
Estimator
Produce material and labor estimates for both commercial and residential
projects up to approx. $500,000.
Selected Accomplishments:
Met annual sales budgets for commercial glazing department.
Trained employees on proper installation methods.
SOUTHLAKE GLASS, INC. - Merrillville, IN 1984 - 1994
Commercial Glazier
Installaion of commercial and residential glazing products.
Contract Estimator
Estimate Commercial and Industrial glazing projects up to $500,000.
Education
Business Administration BUTLER UNIVERSITY - Indianapolis, IN.
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