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General Manager, Operations Manager, Customer Service Manager Resume
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| Desired Industry: Management |
SpiderID: 24853 |
| Desired Job Location: Angleton, Texas |
Date Posted: 2/6/2009 |
| Type of Position: Full-Time Permanent |
Availability Date: |
| Desired Wage: 150000 |
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U.S. Work Authorization: Yes |
| Job Level: Management (Manager, Director) |
Willing to Travel: Yes, Less Than 25% |
| Highest Degree Attained: Other |
Willing to Relocate: Yes |
Objective:
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Experience:
CUBIC TRANSPORTATION SYSTEMS, INC. - 1996-2008
ASSISTANT GENERAL MANAGER – BRISBANE, QUEENSLAND, AUSTRALIA 2008
- Participated in the establishment of autonomous organization to support products and services delivery for the first regional, intermodal contactless smart card fare collection system in Australia, the Queensland government’s (Translink) Automated Fare Collection System, consisting of 175 ticket vending machines, 70 faregates, 5000 ticket validators, 160 ticket office machines, 165 point of sale devices, and a central computer system that was deployed across a system comprised of 150 subway stations, 30 ferries, and a bus fleet in excess of 2200 buses operated by Queensland Rail, Brisbane Transport, Brisbane Council Ferries and numerous privately owned bus companies.
- Employed and trained subordinate managers for different departments such as Field Services, Logistics, Procurement, Call Center, Card Management and Distribution, Quality Assurance and Human Resources.
- Directed the installation of equipment and managed the phased “roll out” of the contactless smart cards across Southeast Queensland to meet all agreed contract milestones.
- Spearheaded efforts to attain ISO 9001 re-certification with no noted non-conformances.
Highlights:
- Successfully instituted a sustaining organization/infrastructure that developed from a start-up project team of 20 personnel.
- Built a competent organization consisting of permanent staff of 80 members comprised of engineers, technicians, finance, card management, card distribution, call center, logistics, contracts, customer service, human resource and administrative personnel.
- Accumulated more than $10M in annualized service revenues.
- Set up and managed a third party distribution network of 165 agents for contactless smart cards distribution and sales.
- Streamlined company’s operating manual including new policies, operating procedures and flowcharts for every department.
- Designed and developed proposals, as well as negotiated and secured more than $10M of additional products and services sales.
DIRECTOR OF FIELD SERVICES – TULLAHOMA, TN 2006-2008
- Oversaw the entire field services activities to include installation projects, hardware and software maintenance contracts, spare parts sales, and provisioning and warranty services.
- Rendered services to customer base of more than 100 public and private transportation agencies worldwide.
- Handled operation’s annual revenues worth $20M to $25M.
- Administered a staff of more than 50 field services technicians and engineers along with support staff.
- Prepared cost estimates, price proposals and technical proposals for service delivery, expansion, upgrades, refurbishment, installation and warranty activities.
- Transitioned programs from design/build phase to supporting/sustaining operations.
- Built and maintained excellent customer relationships while identifying and resolving technical and contractual issues.
SENIOR VICE PRESIDENT OF PRODUCTS AND SERVICES –TULLAHOMA, TN 2004-2006
- Performed duties as Senior Vice President, responsible for all customer services activities and served as President of the Cubic Parking Systems subsidiary.
- Directed more than 75 engineering field services, logistics, sales and project management staff activities.
- Prepared and presented cost estimates, price proposals, technical proposals, sales presentations, business plans, sales forecasts and annual budgets.
- Performed P&L responsibility for all customer services projects with annual revenue of more than $40M. Maintained contacts with various clientele including Los Angeles World Airports, Metropolitan Atlanta Rapid Transit, New Jersey Transit, Port Authority of New York and New Jersey, among others.
PRESIDENT (CUBIC PARKING SYSTEMS) –VANCOUVER, BRITISH COLUMBIA, CANADA 2004-2006
- Assumed duties of President of Cubic Parking Systems, Inc.; established by consolidating two acquisition companies, the Traf-Park in Montreal, Quebec, Canada as well as the Lexis Parking Systems in Vancouver, British Columbia, Canada.
- Directed due diligence team for Cubic Transportation Systems, Inc. acquisition.
- Administered 39 personnel consisting of engineers, technicians, sales, finance, contracts, production, IT, HR and administrative staff.
- Managed the delivery of hardware and software maintenance, technical and spare parts support and credit card processing/clearing services for the combined company’s customer base of more than 100 clients with annual revenues of $4M.
- Held responsible for Bus Rapid Transit fare collection system design, production, delivery, installation and maintenance for the York Region Transit Agency in Toronto, as well as a replacement parking system for the park and ride lots of the Toronto Transit Commission with corresponding contract values of $5.3M and $1.7M.
Highlights:
- Efficiently minimized expenses by 50% through consolidation of the two companies.
- Successfully reduced costs and improved profitability of the product line by planning and directing parking systems business consolidation/integration into Cubic’s core companies.
- Exceeded financial goals; sales/profits.
EARLIER CAREER
Cubic Transportation Systems, Inc.– Tullahoma, TN
- VICE PRESIDENT OF MANUFACTURING AND CUSTOMER SERVICES 1996-2004
Automatic Toll Systems, Inc. – Teterboro, NJ 1987-1996
- GENERAL MANAGER
- DIRECTOR OF CUSTOMER SERVICE
- DIRECTOR OF ENGINEERING
- DIRECTOR OF FIELD SERVICES
- PROJECT MANAGER
United States Army 1980-1987
- STUDENT/ INSTRUCTOR, UNITED STATES ARMY SIGNAL CENTER - FORT GORDON, GA
- NON-COMMISSIONED OFFICER, TRAINING, UNITED STATES ARMY 24TH INFANTRY DIVISION, RDF –FORT STEWART, GA
- COMPANY CLERK, RIFLE SQUAD LEADER, UNITED STATES ARMY, BERLIN BRIGADE, BERLIN, FEDERAL REPUBLIC OF GERMANY
Education:
CREDENTIALS
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General Studies (30 credit/hours attended), University of Wisconsin – La Crosse, WI
Basic Training (6 weeks), United States Army –Fort Benning, GA
Military Occupational Specialty Training (8 weeks), United States Army, (MOS 11B) –Fort Benning, GA
Leadership and Development Training, United States Army, Federal Republic of Germany
Military Occupational Specialty Training, United States Army, (MOS 34C), Fort Gordon, GA
Instructor Training Course, United States Army, Fort Gordon, GA
AWARDS, MEDALS AND HONORS
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(3) Army Commendation Medal | (2) Army Achievement Medal | (2) Good Conduct Medal | Army of Occupation Medal
Distinguished Honor Graduate, US Army 34C Military Occupational Specialty Course
Distinguished Honor Graduate, US Army Primary Leadership and Development Course
Expert Infantryman’s Badge
Soldier of the Month and Quarter, US Army, Berlin Brigade
Affiliations:
AFFILIATIONS
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Member, IBTTA (International Bridge, Tunnel and Turnpike Association)
Member, APTA (American Public Transportation Association)
Member, NPA (National Parking Association) and CPA (Canadian Parking Association)
Skills:
GENERAL MANAGER - OPERATIONS MANAGER
Accomplished, highly effective and high-powered professional encompassing 21 years of experience in operational and general management coupled with broad background in sales, manufacturing, management and delivery of aftermarket services, including warranty, maintenance, spare parts, product enhancements and upgrades. Familiar with all areas of management process, customer needs identification and personnel leadership. Demonstrated strong knowledge in business planning, performance monitoring and risk management. Willing to relocate (foreign or domestic).
- Committed to ensuring viability and profitability of the organization.
- Accustomed to establishing excellent working relationships with staff, clients and other business contacts to meet corporate objectives.
- Highly collaborative with other team members in balancing corporate initiatives across different departments and fostering continuous learning, empowerment, involvement and opportunities within the organization.
- Exceptional skills in providing effective leadership along with superior communication and problem solving abilities within fast-paced, deadline-driven environment.
AREAS OF EXPERTISE
- General Management - Contract Management - Business Planning
- Production Management - Customer Service Management - Project Management
- Subcontract / Supplier Management - Warranty Management - Proposal Preparation
- Inventory Control / Management - Efficiency Improvement - Cost Control
- Maintenance & Field Service Management - Strategic & Tactical Planning - Negotiation
Additional Information:
ACTIVITIES
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Served on Board of Directors and Chaired the Membership Committee, Lakewood Golf and Country Club, Tullahoma, TN
Co-founder, Cubic Transportation Systems Invitational Charity Golf Tournament – 9th year annual event
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