Summary
Overview
Work History
Education
Certification
Accomplishments
Personal Information
Affiliations
Timeline
OperationsManager

Douglas J. Crellin

Forest Hills,USA

Summary

Accomplished and dedicated professional with extensive experience working in a management capacity. Dedicated to achieving results while working in a highly competitive sales and operations environment. Adept at solving problems and finding a permanent solution to even the toughest of problems. Excellent communicator and listener, thus helping foster growth and innovation in the workplace.

Overview

30
30
years of professional experience
1
1
Certification

Work History

Field Service Engineer

Becton Dickinson
05.2024 - Current

Event VIP Escort and Protection

CSC Security
01.2019 - Current
  • Responsible for security and escort of VIP Performers and guests at large outdoor events
  • Events worked in past 18 months: US Open Tennis, Citi Field Music Concerts and Festivals, Political Rallies including Bernie Sanders rally in Astoria, numerous concerts at Forest Hills Stadium

Technical Analyst

INQVIA
03.2023 - 05.2024
  • Coordinated with external vendors during system implementations or upgrades, ensuring timely completion within project constraints.
  • Enhanced system performance by identifying and resolving technical issues through thorough analysis and troubleshooting.
  • Implemented software updates across multiple platforms, maintaining optimal functionality and security standards.
  • Applied knowledge of IT best practices to tackle new challenges and make educated decisions.

Owner/President

DJames Advisors
01.2017 - 03.2023
  • Owner/Operator of NY State Life and Health insurance planning and sales
  • Responsible for all facets of marketing, prospecting, cold calling, appointment setting and lifecycle of sales, including residual and acquired business
  • Manage all aspects of budget and legal filings

Auto Damage Adjuster

GEICO Insurance
07.2022 - 03.2023
  • Licensed Insurance Adjuster handles insurance claims from beginning to end
  • Completes all legally required steps of claim process with very close attention to detail
  • Personally investigate and process approximately 2 million dollars in claims per year
  • Requires self discipline and attention to detail
  • Complete a complete insurance file in a timely fashion completing all legally required paperwork
  • Handle customers with care and empathy through a difficult period
  • Manage all aspects of claim from inception to completion

Appliance Factory Service Technician

GE/HAIER US APPLIANCE SERVICE
01.2022 - 07.2022
  • Conduct in-home appliance repairs
  • Responsible for providing an excellent consumer experience during after-sales in-home service to protect, repair and replace appliances
  • Conduct diagnosis and in-home repairs in consumer's homes on GEA's major appliances
  • Promote and sell GE Appliances service contracts, water filters, and other products
  • Operate assigned service van to repair locations
  • Record all activities related to repairs, routes, and other activities
  • Attend trainings, meetings, and other events as required to expand and remain a knowledgeable expert in the repair industry
  • Manage maintenance and stock inventory of assigned service van
  • Maintain high levels of customer satisfaction through the deliverance of high-quality service and meet productivity and efficiency goals as established
  • Follow safety procedures and constant awareness for personal safety and safety of others

Major Appliance Repair Technician

Asurion Corp.
03.2021 - 07.2022
  • Travel to meet with customer in their homes or places of business
  • Connect with customers to determine the nature of problems or to explain needed repairs, and provide estimates
  • Meet or exceed key performance indicator metrics for performance and sales goals
  • Masterfully repair washer and dryers, gas and electric stoves, microwave ovens and dishwashers in customers' homes
  • Disassemble equipment and repair defective components using hand tools
  • Learn and apply the details of the Appliance+ and other Connected Home product, how to gain an understanding of the customer's technology, and how to offer and sell protection/tech support solutions to customers to meet their needs
  • Bring sales experience to consistently sell the Appliance+ and other Connected Home products and Serve, Solve, and Sell on every customer interaction
  • Perform in your role and achieve your goals by performing in sales, providing excellent service and technical/repair support, and creating satisfied customers, in accordance with Asurion core values
  • Maintain truck stock inventory within the prescribed company guidelines and standards
  • Ensure that all repairs meet or exceed quality standards
  • Complete all required technician training and proactively seek to remain a knowledgeable expert in the repair industry
  • Comfortable using personal vehicle with travel to and from the Forward Stocking Location (up to 60 miles each way) and using company vehicle to travel to several customers' locations throughout a designated region
  • Drive company vehicle safely and responsibly to and from customer locations in a variety of situations including heavy traffic and inclement weather
  • Utilize Company provided handheld device to update work order status in a timely manner
  • Accurately track working hours, including lunch breaks
  • Consistently deliver a superior customer experience

Multi-Unit Team Leader

H&R Block Corp.
08.2019 - 04.2020
  • Serve as the front-line manager responsible for leadership and development of associates, delivering an outstanding client experience, and achieving all office related growth objectives (i.e., clients, revenue and earnings) for three tax offices
  • Manage office staffing, operations, and logistics for three offices with support from two Associate Team Leaders
  • Partner with the District General Manager (DGM) to create and implement office-level growth plans and client growth targets, which includes developing local partnerships and managing office community involvement
  • Assist the DGM in recruiting and interviewing candidates for tax office associate positions
  • Build an engaging team environment, across all offices, by training and coaching associates while holding them accountable to execute on Standard Operating Procedures (SOP) and recognizing outstanding associate contributions
  • Conduct timely performance reviews and partner with Associate Relations Center to resolve associate issues and address performance concerns
  • Lead daily team meetings and communicate essential information to tax office associates
  • Create associate work schedules across all offices and ensure accurate timekeeping, as well as labor management, for staff in all offices

Senior Manager

VERIZON CORPORATION
01.1995 - 01.2017
  • Directly responsible for a team of 8-14 managers and indirect staff of 60-150 unionized workers
  • Manage the training, development and performance of direct and indirect reports
  • Responsible for the departmental operating budget of $14M-$22M depending on the size and scope of the workforce
  • Handle labor disputes including contract grievance meetings and arbitration hearings
  • Oversee the sales and sales goals for teams to boost sales and improve the bottom line
  • Collaborated with teams spanning both internal and external customers
  • Multi-task and complete projects on time and within the designated budget
  • Prepare presentations for audiences of 5-200+, including presentations to senior leadership
  • Underrun budget by up to 4% over the last four years while managing a large customer call center
  • Monitor the transition of the call center to a new software platform with new call routing software
  • Increased sales performance by 57% in the call center
  • Chosen to participate on the bargaining team for the 2010 contract expiration
  • Selected to work on the Lean Six Sigma workout team and follow-through on the successful implementation and efficiency improvements for the organization
  • Awards for Verizon Foundation Volunteerism (2007-2015), Verizon Leadership Circle (2011), Verizon President Circle (2007), Verizon Leaders Runner-Up (2003), Verizon Innovation (2000)

Education

Business Administration -

University of Southern New Hampshire
Hookset, NH

Biology Major -

Lycoming College
Williamsport, PA

Paralegal Certificate -

Kingsborough College
Brooklyn, NY

Certification

  • Certified Samsung Engineer, 01/01/21
  • EPA 608 Certified, 01/01/XX
  • FEMA, NIMS and ICS Certified, 01/01/XX
  • Trained Project Manager, 01/01/XX
  • NY State Security Guard License, 01/01/XX
  • NY State Health, Accident and Life and Health Insurance License, 01/01/XX
  • NY State Licensed Auto Damage Adjuster, 01/01/XX

Accomplishments

  • Increased sales performance by 57% in the call center.
  • Chosen to participate on the bargaining team for the 2010 contract expiration.

Personal Information

Title: SENIOR MANAGER/CUSTOMER SERVICE EXPERT

Affiliations

AAMI

Timeline

Field Service Engineer

Becton Dickinson
05.2024 - Current

Technical Analyst

INQVIA
03.2023 - 05.2024

Auto Damage Adjuster

GEICO Insurance
07.2022 - 03.2023

Appliance Factory Service Technician

GE/HAIER US APPLIANCE SERVICE
01.2022 - 07.2022

Major Appliance Repair Technician

Asurion Corp.
03.2021 - 07.2022

Multi-Unit Team Leader

H&R Block Corp.
08.2019 - 04.2020

Event VIP Escort and Protection

CSC Security
01.2019 - Current

Owner/President

DJames Advisors
01.2017 - 03.2023

Senior Manager

VERIZON CORPORATION
01.1995 - 01.2017

Business Administration -

University of Southern New Hampshire

Biology Major -

Lycoming College

Paralegal Certificate -

Kingsborough College

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Douglas J. Crellin