Customer Service Manager or Customer Support Manager

CARLYLE S. ADAMS 800 W. Oakland Apt. 269 909-225-4417 909-724-4611 Hemet, CA 92543 [email protected] www.linkedin.com/pub/carlyle-adams/15/51b/43b SUMMARY Energetic and results-driven product support professional with global experience and demonstrated success in a wide variety of disciplines. Strong analytical an d problem resolution abilities with the skill to troubleshoot and provide cost e ffective and timely solutions. Excellent relationship-building talents with a pa ssion for delivering superior customer service. Strong prospecting skills, selfstarter with the ability to develop new business opportunities with excellent co mmunication and organizational skills. TECHNICAL SKILLS Software: Word, Excel, Microsoft Project, PowerPoint, Outlook Database: Access, Pocket PC Platforms: Windows NT, 2000, XP, 95/98, Windows CE, Lotus Notes Class: 100 / 1,000 / 10,000 cleanroom certified Electrical: 110 / 240 V, 240 / 480 V, 120 / 208 V, 277 / 480 V ( 1 & 3 ) PROFESSIONAL EXPERIENCE Troubleshooting of electrical/mechanical and pneumatic equipment for manufacturi ng equipment. Investigate root cause analysis of production equipment failures a nd recommend appropriate solutions to reduce or eliminate cause of failure. Reco mmend and specify alterations and revisions to improve equipment reoccurrence of or system reliability/capacity. Provide hands on support as required to resolve maintenance-related field problems as they occur. Assist in the development, im plementation, and periodic review of preventative/predictive maintenance program s to reduce unplanned shutdowns and improve overall plant on stream capability. Participate in the planning and execution of minor and major shutdowns. Maintain and error free execution. Pay very close attention to details and execute work to the highest possible standards. Holiday Retirement Communities, / Hemet, CA 2010 to Present Community Manager Responsible for the day to day operations of an entire 55 + senior retirement co mmunity with 134 apartments, a restaurant, and 20 staff. Managing the budget, fo llowing-up on leads both self-generated and inputted by outside sources. Respons ible for monitoring of emergency call system at night. a a a a a a a a

Greeting prospective residents Providing tours of the community Negotiating and closing of rental property Preparing contracts and explanation Cold calling Attend Chamber of Commerce functions Notification of rental increases Paying of bills

a Interviewing and Dismissal of subordinates a Conduct weekly Staff and Marketing meeting a P & L management

CARLYLE S. ADAMS PAGE TWO National Storage Centers, Palmdale / Lancaster, CA 2007 to 2009 District Manager Responsible for the day to day operations of two storage facilities in two citie s totaling 1,235 doors. Create purchase orders (contractors, and purchases from vendors) Manage to stay within budget, generate leads using all aspects of marke ting utilizing the features and benefits of the product line. a Cold calling a Generation of SGLas to solicit prospect clients by attending Chamber Mixers an d other networking activities. a Respond to E-mail and other types of generated inquires. a Show, clean and lease units a Make collection calls to late tenants a Perform daily lock checks a Process paper work for units in default status in preparation for auction. a Handle truck rentals a Set sales/rental goals for district on quarterly and annual basis. a Installation and servicing PCas and CCTV equipment. ADT SECURITY SERVICES, Riverside, CA

2004 to 2006

Executive Account Manager Territory Manager with responsibility for the maintenance and generation of new sales in the CCTV Systems, Electronic Article Surveillance, Access Control, and Alarm Systems and Project Management during installations. a Cold calling a Generation of SGLas to solicit prospective clients, including telephone solic itation and face-to-face meetings a Develop proposals and make sales presentations to prospective clients a Assist with marketing efforts within territory a Contact prospective clients through company generated leads a Member of Centurion Club 2005 ( 105% to Quota ) AFLAC Insurance, Rancho Cucamonga, CA

2003 to 2004

Insurance Sales Agent General responsibilities included self generation of leads, as well as sales pre sentation skills with regards to company generated leads. Relationship building and customer service skills with regards to answering questions and resolving is sues with policies.

CARLYLE S. ADAMS PAGE THREE APPLIED MATERIALS, Rancho Cucamonga, CA 1999 to 2003

Manager, Product Support Managed highly technical group of six customer engineers and supervised multiple projects with an annual budget of $3 million to support 24/7 chip manufacturers . a Developed and managed global support organization to insure timely and cost ef fective setup, installation and training of equipment to meet the needs of over 250 customers. a Project manager for global Y2K project for 160 customers, resulting in no syst em downtime during changeover. a Liaison between customer and engineering staff to insure future upgrades and d esign retrofits were incorporated into next generation equipment. Customer sati sfaction and sales were positively effected by these efforts. a Recruited and hired support staff maintaining below industry standard level fo r turnover. a Provided both customers and service personnel with on-site and in-house traini ng on equipment as well as safety. a Interfaced with purchasing with regards to spares procurement. a Conducted weekly staff meetings. PARKER SYSTEMS, Ontario, CA 1994 to 1999

Manager, Field Service Managed technical staff of four customer engineers and a third party service tea m providing 24/7 response to support chip manufacturing equipment globally a Developed third-party support strategy for global companies, resulting in cash reductions and more timely service.

a Drove process and response procedures to reduce support costs by approximately 50% over a four-year period. OPTICAL RADIATION CORPORATION, Azusa, CA 1993 to 1994 Technical Sales Representative, West Coast Regional Sales Provided sales and service to the motion picture and entertainment industry for rides and attractions. a Supported annual sales of lighting for Disneyland, Knotts and other theme park s as well as specialized lighting arrays for the Luxor, MGM, and Treasure Island hotels. Also, provided custom lamps to film theaters such as Edwards and AMC. a Maintained database on field sales in an effort to sustain as well as generate new clients. Field Service Supervisor/Application Engineer 1986 to 1993 Managed Sales and Service operations, and created and delivered training courses for a variety of production and R&D equipment. a Provided both in-house and field training for 200 customers and five field rep resentatives with a $5 million operating budget. a Approved publications and rewrites of technical manuals and service bulletins for the PCB and Flats Panel Display Industry, resulting in greater customer sati sfaction. CARLYLE S. ADAMS PAGE FOUR

AUGAT ES.P, Camarillo, CA Prior to 1986 Test/Field Engineer CHEMCO SYSTEMS COMPANY, Glen Cove, NY Field Engineer/Technical Specialist E.I. DUPONT DE NEMOURS & COMPANY, Burbank, CA Sales Service Specialist AMPEX CORPORATION, El Segundo, CA Computer Technician KRAMER MOTORS, Santa Monica, CA Installation and Service Technician SOUTHERN CALIFORNIA EDISON CO., Alhambra, CA Transformer Repair and Field Testman

CERTIFICATIONS/EDUCATION Associate in Science, Electronics Technology National Technical Schools, Los Angeles, CA Diploma, Digital Computer Operations Control Data Institute, Los Angeles, CA Associate in Arts, Testing and Instrumentation General Electric Institute, City, PA E.I. Dupont Automated Printing Systems Certificate of Completion, How to Supe rvise People Certificate of Completion, Business Grammar and H ow to Use It Certificate of Completion, Time Management Certificate of Completion, Building Strong Customer Relationships Certificate of Completion, Developing a S trategic Plan Certificate of Completion, International Busi ness Etiquette Certificate of Completion, Recognizing and Man aging Anger Certificate of Completion, Recognizing and Avoi ding Burnout Certificate of Completion, Personal Financ ial Planning Certificate of Completion, Microsoft TS2 Technical Sales Specialist Certificate of Completion Automotive Sale s