Guardian Protection Services - National Sub Resume Example

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Sofia Cox
XXXX XXX XXXXXXX XXX, Pittsburgh, PA 15216
Professional Summary

Self-motivated service-focused professional, seeking to leverage both experience & education as a business manager. Detail-oriented & organized individual who exemplifies professionalism, & an ability to manage multiple projects & tasks. Demonstrated history of ensuring high customer satisfaction, & a positive company image with a record of improving efficiency, productivity, & profitability through automation & process development.

  • Complex Problem Solving & Strategic Planning 
  • CAT5 & Coax based Structured Wiring & Home systems (i.e. Intercoms, distributed audio, residential wired & wireless networks)Management of Personnel Resources
  • Systems Analysis & Operations Analysis
  • Project & Material Resource Management
  • Residential security systems including HAI, Honeywell & GE products
  • Web based interactive services for residential systems
  • Proficient in Microsoft Word, Excel, PowerPoint, Outlook & computers & electronics 
  • Home Automation programming including HVAC, lighting controls, security devices & other custom integration applications
  • Quality Control Analysis
  • Management of Financial & Personnel Resources
National Sub/Dealer Service Team Lead 09/2009 to Present Guardian Protection Services Warrendale, PA
    • Building strong partner relationships with Subcontractors & Guardian Dealer including negotiation of service rates, part pricing & certifying that they meet minimum insurance compliance.
    • Managing the distribution of service work orders for Guardian customers through the use of Subcontractors & Guardian Dealer partners including detailed review of work orders to guarantee accuracy of information & job instructions.
      • Assuming the point service escalations involving Subcontractors and Guardian Dealers.
        • Coordinating an Average of 200 Quality Assurance Inspections Including Developing Monthly Excel Summary Report on results using Guardian technicians as well as subcontractors.
          • Generating & Reconciling Monthly Service Levels Project related to Technical Support call data.
            • Positioned as point of contact for interdepartmental projects & programs.
            • Overseeing the day to day duties of a team of service dispatchers including mentoring & coaching, managing of phone service levels & work flow processes
            • Review financial statements, sales & activity reports, & other performance data to measure productivity & goal achievement to determine areas needing cost reduction & program improvement.
            • Establish & implement departmental policies, goals, objectives, & procedures, conferring with corporate, & staff members as necessary.
            • Determine staffing requirements, & interview, hire & train new employees, or oversee those personnel processes.
            • Managing team of Service Department employees
            • Monitoring all key performance metrics of workforce operations
            • Developing Knowledge Base software application for Technical Support team
            Manager of Technical Support 09/2000 to 04/2009 On-Q/Legrand Inc. Middletown, PA
            • Provided on site support for high value customers to resolve product related issues
            • Developed & executed operational policies for support department
            • Achieved department result of 78% Net Promoter (Customer satisfaction) Score
            • Managed team to scores of 98% case resolved, 85 % First Call Resolved performance targets
            • Coordinated monthly department training on new products support procedures
            • Maintained knowledge base of 1200 solutions for the support of products and software
            • Provided monthly statistical analysis reports to Product Development team
            • Member of the Customer Experience Council
            • Delivered new product training classes
            • Oversee activities directly related to making products or providing services.
            • Direct & coordinate activities of businesses or departments concerned with the production, pricing, sales, or distribution of products.
            • Review financial statements, sales & activity reports, & other performance data to measure productivity & goal achievement & to determine areas needing cost reduction & program improvement.
            • Determine goods & services to be sold, & set prices & credit terms, based on forecasts of customer demand.
            • Monitor businesses & agencies to ensure that they efficiently & effectively provide needed services while staying within budgetary limits
            • Plan & direct activities such as sales promotions, coordinating with other department heads as required.
            • Develop or implement product-marketing strategies, including advertising campaigns or sales promotions.
              Recommend locations for new facilities or oversee the remodeling or renovating of current facilities.
            Bachelor of Arts: Business Administration 12/2014 Elizabethtown College Elizabethtown, PA

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            About this resume

            National Sub FROM Pittsburgh , Pennsylvania RESUME

            This is a resume for a National Sub in Pittsburgh, Pennsylvania with experience working for such companies as Guardian Protection Services and On Q. The grade for this resume is 0 and is one of hundreds of National Sub resumes available on our site for free. Use these resumes as templates to get help creating the best National Sub resume.

            School Attended
            Elizabethtown College