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46 Summer St

Methuen, MA 01844
Phone 978-382-0831
E-mail jgb1f622@westpost.net
John F Gilhooly
Objective Experienced Call Center and Customer Service Supervisor/Manager lookin
g for an exciting challenge in a dynamic workplace. My proven leadership and mot
ivational skills promote a fair and enjoyable work environment for employees, le
ading to excellent results and good morale.
Work experience May 2008 a" April 2009 HEITECH SERVICES INC/US DOT, Cambridge,
MA
ON SITE CALL CENTER SUPERVISOR, Hazmat Registrations
Call Center Supervisor in Hazardous Materials Registrations Dept, responsible fo
r scheduling workload to ensure proper phone coverage 7 AM a" 7 PM. Over 35,000
registrations annually, coordinated by small staff of CSRs. Resolve all suspende
d registrations and coordinate resolution of payment issues. Heitech Services In
c. was a contractor at federal facility, Volpe Center. Position was moved to Was
hington DC, resulting in layoffs.
June 2004 a" April 2008 ARMA/US DOT, Cambridge, MA
ON SITE CALL CENTER SUPERVISOR, Hazmat Registrations
Call Center Supervisor in Hazardous Materials Registrations Dept, responsible fo
r scheduling workload to ensure proper phone coverage 24x7. Over 35,000 registra
tions annually, coordinated by small staff of CSRs. Resolve all suspended regist
rations and coordinate resolution of payment issues. ARMA was a contractor at fe
deral facility, Volpe Center.
Feb 2000 a" May 2004 BECKMAN COULTER INC, Miami, FL
CALL CENTER SUPERVISOR, SERVICE COORDINATION
* Supervised staff of 20-22 Service Coordinators (Dispatch) in Miami Call Cente
r. Scheduled employees to provide proper coverage for geographical service areas
, hire and train as needed on Vantive operating system, and ensure customer sati
sfaction with respect to companyas commitment to 1 hour response to field servic
e needs. Over 30K phone calls/month inbound and 15K service calls/month coordina
ted/scheduled. Analyzed daily, weekly, and monthly ACD reports to provide accura
te data to management and employees in order to monitor and improve efficiency.
Provided quality feedback and mentoring to employees through monthly phone monit
oring. Maintained employee training records to ensure compliance with training r
equirements. Involved employees in rigorous goal-setting activities, resulting i
n improved service revenue.
* Measurable accomplishments during tenure:
1) Reduced average talk time per call by 40%
2) Reduced absenteeism by 50%
3) Reduced open service calls at 30 days from 20% to less than 1%
4) Reduced backlog of disputed service invoices by over 90%, from $4.2M to $0.25
M in 3 years.
Jan 1993 a" Feb 2004 BECKMAN COULTER INC, Miami, FL
ACCOUNT BUSINESS REPRESENTATIVE
* Total responsibility for accounts in designated geographical areas from sale o
rigination to installation and return of trade-in equipment. Also entered custo
mer orders for consumable products and supplies via telephone. Worked on governm
ent and national accounts to ensure strict regulations. Proficient with JD Edwar
ds system. Promoted to Sr Business Rep in 1996.

June 1991 a" Jan 1993 BECKMAN COULTER INC, Miami, FL


SUPPORT SYSTEMS ANALYST
Served as liaison between system users and programming department to develop
and test enhancements to companyas operating system. Wrote instruction and trai
ning manuals for system, and updated as needed. Moved to Account Business Rep du
ring companyas reorganization in January 1993.
Feb 1988 a" Oct 1990 WANG LABORATORIES, INC, Lowell, MA
CALL CENTER SUPERVISOR
Supervisor of Charge Call billing group in Data Management Dept. Relocated from
Lowell, MA to Smyrna, GA during company downsizing, as requested. Coordinated st
aff of 15-16 employees in billing over 10,000 service calls per month. Initiated
new filing system for service call reports that led to scanning for optical fil
e retrieval, an innovative, state-of-the-art process at the time, which led to a
75% increase in collection success within 6 months. Awarded Feb 1989 Employee o
f the Month for efforts. Also provided non-standard government billing to suppor
t extensive US government installed base.
June 1986 a" Feb 1988 WANG LABORATORIES, INC, Lowell, MA
DATA MANAGEMENT GROUP LEADER
Assisted Supervisor/Manager in all facets of Data Management functions, to inclu
de training and writing procedures. Responsibilities included Charge Call Billin
g, Installed Base, and Site Audits. Assumed role of Supervisor in his/her absenc
e. Promoted in Feb 1988.
August 1976 a" June 1986 WANG LABORATORIES, INC, Lowell, MA
FINAL TEST GROUP LEADER/TEAM LEADER
Worked in high volume manufacturing environment that produced over $5M in comput
er sales each week. Responsible for smooth operation of assembly and test lines
to meet goals. Progressive responsibility over time.
Education 1974 - 1975 UNIV OF LOWELL (MA), Lowell, MA
Electronic Engineering
Did not complete program due to family financial hardship; assistance needed to
support family, etc.
1988 - 1989 NEW HAMPSHIRE COLLEGE, Salem, NH
Business Management
Certification acquired.
1996 - 2004 BECKMAN COULTER INC, Miami, FL
Management courses
Various supervisor/management classes to include Interviewing Skills, Equal Oppo
rtunity and Fair Labor Practices, Preventing Sexual Harassment, Managing a Diver
se Workforce; many other HR-related courses and seminars.