Switzer Group consists of two entities:A Multi-Unit Quick Service Restaurant Owner, operating under the 'Erbert & Gerbert's' franchise System. A Training & Development company that's passionate about personal development. Our Specialists are experienced in creating focused training, coaching & development at all levels from Personal through C-Suite.

Responsible For;Full responsibility for $22M gas and welding supply business.Developing district team of both operational and account managers. Maintaining strict compliance to DOT, OSHA and internal regulations.

Responsible For;Full operational responsibility for $12M security monitoring operation.Building and developing field/office team.Maintaining quality and compliance controls.Achievements;Improving team morale after significant and regular business changes.Increasing efficiency throughout the area.Identifying metrics for measuring daily success, and implementing throughout the team. This was subsequently taken as an example of best practice and used throughout the organization.

Responsible For;Building and developing Hardware Support team through rapid improvement plan. Forecasting and planning for customer events/call peaks.Maintaining service levels.Ongoing coaching/mentoring of team.Working closely with our hardware development team to identify opportunities for call reduction.Deal with escalated customer complaints and resolution.Ensured HIPAA compliance.Achievements;Coached and developed team through rapid improvement plan and multiple changes in process.Showed immediate improvement to daily service level and moved team toward a cost-effective model.Developed and implemented multiple incentives and reward programs to increase employee satisfaction. Improved employee satisfaction significantly, as recognized during next annual employee survey.

After relocating to the US, I joined IDEXX as a Support Supervisor.Responsible For;Building and developing Digital Radiography team through a period of rapid growth. Forecasting and planning for customer events/call peaks.Maintaining service levels.Ongoing coaching/mentoring of team.Working closely with our software development team to identify opportunities for call reduction.Deal with escalated customer complaints and resolution.Ensured HIPAA compliance.Achievements;Coached and developed team to attain highest level of employee satisfaction during company-wide survey. Identified system improvements to more accurately and efficiently log and resolve customer issues. Increased employee retention significantly.Improved service level attainment to some of the best in the company, while still maintaining a cost-effective team.

Responsible For;Defining strategy for Doorman Services operations.Building and developing team of around 200 field and office workers.Full accountability for £30m servicing business.Achievements;Identified 70k of operational inefficiency and implemented improvement plan. Managed reduction in workforce program as a result of efficiencies.Redeveloped and briefed new working terms & conditions and pay structure to our field engineer workforce with minimal personnel issues/turnover.Identified new commercial opportunities within our business, creating new revenue streams and maximizing efficiency.Gained around £500k of new business in my first year through relationship development and customer satisfaction.Increased service levels from 60% to 95%+.Outsourced our unsocial hours Customer Help desk.Identified and implemented a new field management system ahead of `official' project rollout due to consistent high performance and control.Introduced labour controls to minimize overtime and improve productivity. Developed workflow reporting to ensure prompt response to customer demands, and used this to set targets throughout the business for daily management.Increased engineer productivity by 25%.

Responsible For;Defining strategy for our ATM Engineering product.Building and developing team of 240+ field/office workers.Full accountability for £25m turnover national ATM Engineering operations and performance.Maintaining quality and compliance controls.Identifying MI reports and developing customer-focused metrics.Developed and implemented incentive programs to drive productivity. AchievementsImproved service levels from 80% to 95%Created a new roster planning process, mapped to budget and service level achievement.Ensured we retained and grew a major contract we had been under threat of losing, increasing turnover by around £4m across the company. (£1m within ATM Engineering).Was awarded the CEO's award for Customer Service Excellence as a result of the successful implementation of my plan to recover the major contract mentioned above.Increased Engineering revenue through forging close working relationships with Account Managers and our Sales Force. Become a consistent presence at customer reviews, and offered a visible commitment to an effective first time fix.Developed several technical analysis documents with a focus on repeat call reduction.Developed several customer specific reports to act as management tools and aid performance improvement.Developed an `optimum rostering' model that is still used as the basis for all roster rollouts nationally.Was assigned project management duties on a £1.8m project to work with a third party to develop and implement a world class automated dispatching/fault finding system that would go on to be used globally by G4S. When I left the role, I handed over a project that had hit all milestones under budget and on-time.Was responsible for negotiating the support contract with our suppliers, that would ultimately apply to the global solution cited above.

Responsible For;Building and developing team of 120+ field/office workers.Full accountability for £7m ATM Engineering Team operations and performance.Maintaining quality controls and reducing repeat visits. Achievements;Took business from net loss to leading the country in net margin achievement. Developed and implemented first local dispatch team.Coached and developed high achievers to become key part of national team.Retained and grew our customer base through active engagement and understanding of customer needs.

Responsible For;Managing performance of largest revenue generating operating region in the UK. Building and developing in-house team along with various subcontractors.Maintaining quality controls and reducing repeat visits.Team of 50+ Field and office workers. Achievements;Reduced customer complaints to zero.Improved completion rates from 85% to 97%.Part of the steering team overseeing a restructure of our dispatch/network maintenance team.Developed/Implemented national field install deployment system.