Utilizing my proven experience in leading and organizing teams, to achieve high quality results in the service or customer service industry.
PHILLIP R. HAYNE
1219 Myrtle Avenue
Chesapeake, Virginia 23325
(757) 226-8946
prhayne[at]yahoo.com
Objective:
Utilizing my proven experience in leading and organizing teams, to achieve high quality results in the service or customer service industry.
PROFESSIONAL EXPERIENCE:
Stanley Security
Chesapeake, Virginia
2005-2009
SERVICE & INSTALLATION SUPERVISOR
Direct & schedule installation & service technicians.
Forecast monthly installations & recurring monthly revenue.
Work in unison with sales & operations teams.
Orchestrate job completion.
Build & maintain team environment.
GILLMORE SECURITY
Oakwood Village, Ohio
1999-2005
FIELD SERVICE TECHNICIAN
Responding to prominent client needs.
Troubleshoot & repair burglar/fire alarm situations.
Maintain excellent customer service skills.
Residential & Commercial experience.
AHJ & City/State Requirements.
HONEYWELL HOME AND BUILDING CONTROLS
Cleveland, Ohio
1974-1998
OPERATIONS SUPERVISOR
Direct Service Department scheduling and activities, increased service revenue by $120,000.
Customers advocate assisting installation, service, and sales.
Reduced cancellations by 3% saving $60,000 annually.
Reduced customer caused alarm traffic by 29% saving $2,000 annually.
Maintained customer service central station computer equipment around the clock.
OPERATIONS / SERVICE MANAGER
Governed $850,000 annual P&L budget.
Directed 29 union operation personnel inclusive of scheduling, vacation, and standard operating procedures.
Interfaced with union personnel to obtain a more efficient department that served 3,200 customers with annual base revenue of $2,800,000.
Led strategic planning and implementation team to automate the customer service computer systems on three occasions, saving thousands of dollars in leased line costs and $220,000 annually in wages.
Managed requirements from Underwriters Laboratories and Factory Mutual in the Customer Service Center, and in the field.
Managed field fire alarm inspectors to ensure state of compliance and reduce the risk of loss.
Raised efficiencies and reduced downtime by implementing weekly operations meetings, which resulted in interdepartmental synchronization.
Selected to Midwest Region Quality of Operations Committee to evaluate operation standards and implement solutions.
Teamed with all employees to reach a 94% customer satisfaction rating.
Maintained customer service computer equipment around the clock.
AFTERNOON SHIFT SUPERVISOR
Supervised 7 field service technicians, and 6 customer service representatives while interfacing with customer needs.
Implemented procedural changes to reduce cancellations and increase after noon shift productivity.
Maintained customer service computer equipment around the clock.
SHOP TECHNICIAN / COMPUTER TECHNICIAN
Assisted in the installation of the first automated computer system, converting 900 leased line customers and 144 McCulough leased line customers.
Responsible for maintaining computers and supervise one assistant technician, resulting in a reduction of field down time and expediting signal traffic.
Repair of electrical and mechanical protective devices for field use.
Troubleshoot telephone line issues with the phone Company to increase customer satisfaction and reduce leased line repair bills.
EDUCATION / PROFESSIONAL TRAINING:
Electronic Technology Institute – Associate Degree
Certificate – Front Line Management Training
Certificate – Organizational Skills Training
Certificate – People Skills training
Certificate – National Electrical Code
Certificate – Monitor Dynamics Computer Installation
Certificate –Solving Principals and Quality Improvement Principals
Ohio Fire Alarm Association
North Carolina Alarm License
DCJS License
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