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2011-2013
Thomas Services,
Inc.
Lombard, IL.
Manager of Client Services
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Serves as primary point of contact for internal and
external clients and various departments/divisions to resolve outstanding
issues, comply with customer requests, and respond to client inquiries
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Interfaces with clients to determine present and
future needs and discusses progress toward solutions
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Coordinates with clients, relationship managers, and
other appropriate areas to ensure clients are properly serviced, paperwork
is properly executed, and all operational arrangements are in place
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Team skills, including the ability to establish and
maintain effective working relationships both internally as well as
externally
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Conducting recruitments and Training Class
activities
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Updating information in applicant tracking system;
administering applicable testing; serving as Authorized Designee to process
criminal history background checks according to State law and Agency policy
for employment; processing other background checks to determine suitability
for hire, promotion, etc.; assisting with benefits administration, leave
administration, etc.
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Provides confidential technical and administrative
support; providing data entry, ensuring accuracy of information, generating
and tracking personnel action changes, coordinating payroll and generating
routine reports;
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Providing general office support, including copying,
filing, tracking documents, maintaining contact/vendor information, etc.;
assisting with completion and filing of regular reports, such as annual
OSHA logs
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Responsible for policy interpretation, implementation,
creation, and amendments; Communicate policies and procedures to employees
at all levels.
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Perform other special projects and assignments as
directed.
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Extract and manipulate data in ADP for reporting
purposes
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Responsible for overseeing the performance of 40-60
Field Technicians which includes but not limited to training, field
work, annual and bi-annual reviews, scheduling, employee performance
issues, keeping employees motivated, periodic training and overall
accountability of the team
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Attended regular meetings and conference calls with
the management team. Lead group/regional conference calls to discuss and
solve problems or issues related to field service.
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Effectively communicate with GTECH Corporation,
Northstar Lottery Group, Thomas Services, Inc., and customers about
technical and non-technical information regarding their equipment and
status of Field Service
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Computer skills MS Windows and proprietary computer
programs
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Managing fleet-related processes including vehicle
maintenance and upkeep and GPS Data for Fleet & Timecard Management
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Computer skills MS Windows and proprietary computer
programs
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Excellent communication skills, customer service
skills and the ability to train personnel and customers on equipment use.
2001-2011
Igor the Watch Dog
Corp.
Tinley Park, IL.
Dispatch Coordinator
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Manage a team of 8 dispatchers and at least 25 field
personnel on a daily basis
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Enter pertinent information from one data base to
another accurately and in a designated amount of time
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Communicate with lottery agents about problems they
may or may not be experiencing with the lottery equipment
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Assign service techs zones to work in and service
calls to complete making sure that all service techs are accounted for in
the field and ensuring service calls are routed correctly
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Maintain time sheets for service techs for accuracy
and making sure hours are logged into the database
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Monitor and analyze previous and present day
activity for service calls that exceeded the time limit and account for
overages, report findings to higher management
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Run, check and email various reports to higher
management within the company and to third party companies on a daily
and/or weekly basis
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Schedule installs/removals of lottery and Illinois
Link equipment by calling agents to set up dates and times that are
convenient for them and our company
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Check to make sure all service techs turn in the
required paperwork from the service calls they completed, this must be
checked for accuracy also
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Maintain our company’s Nextel and Verizon accounts by
ensuring we are receiving the best rates and service
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Handle request for days off and create a weekly work
schedule for the dispatch department
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Coordinate field projects, roll outs, or special
request for techs and route divers
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Check in route drivers daily to make sure all orders
that were scheduled to be delivered were delivered and are accounted for
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Assist higher management with any projects or
request as it pertains to the field or office work
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Represented the company at Career Fairs, thus
pre-screening candidates of employment and reporting all significant
information to the Human Resource Personnel
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Scheduled and assist in interviews, pre-job
requisites, and appointments for new employees
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Skilled and able to work efficiently in Microsoft
Excel, Outlook, and Word. Familiar with Microsoft Power Point
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