JAYSON THOMAS
Des Plaines,IL
Summary
Dynamic Area Manager with a proven track record at Xerox Business Solutions, excelling in operations management and client relationship management. Expert in process improvement and staff training, I successfully enhanced service efficiency across multiple sites, driving significant workflow enhancements and fostering strong vendor partnerships. Passionate about delivering tailored solutions that meet client needs.
Overview
16
16
years of professional experience
Work History
Area Manager
Xerox Business Solutions - COTG
02.2015 - Current
- Directed daily operations across seven sites, ensuring service efficiency in Chicago and Milwaukee.
- Supervised 20 direct reports, elevating team skills through targeted training initiatives.
- Implemented streamlined operational policies to boost workflow efficiency and service quality.
- Coordinated inventory management, maintaining optimal stock levels while minimizing waste.
- Provided quarterly and yearly reports on print shop progress for clients and management.
- Collaborated with onsite managers to refine and enhance print shop processes.
- Fostered client relationships by understanding needs and delivering tailored solutions.
- Established vendor relations to secure competitive pricing on quality products.
Service Delivery Manager
Rotary International
12.2012 - 01.2015
- Responsible for all aspects of the contracted site services for Mail Operations, Print services and Records Management and the on-site Novitex team of 10 employees with 2 direct reports
- Managed Client relationship by ensuring customer satisfaction
- Responsible for overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods for the business unit
- Ensured that the team met and exceeded its obligations in service delivery with respect to all Service Level Requirements (SLR's)
- Provided recommendations for new services and suggested changes to existing services, which could benefit the Client in achievement of their business objectives
- Responsible for doing performance appraisals and reviews with the team
- Provide Weekly and Monthly reports to the Client and the Novitex Operations Manager
- Provided guidance in creating an operational structure to the print and Mail services
- Responsible for maintaining relationships with outside vendors for supporting operational needs
- Responsible for accounting and billing to the client and also involved in payments to outside vendors
- Handled the Human resource activities of employees involving hiring, salary adjustments, time entry, and managed work schedules of my team.
Customer Service Supervisor
Baxter International
09.2009 - 01.2012
- Maintained accuracy of required reports for volume tracking, maintain daily logs of measurements and other accountable items using ARC systems
- Assisted with the training for new call answering & monitoring software ( ARC systems ) to the call center team
- Balanced workload; provided guidance and direction to team and serve as focal point for communication with customer and company personnel
- Performed duties and special requests as assigned by management to include but not limited to call center
- Deployed staff as required while prioritizing workload assignments
- Was responsible for all aspects of equipment; make appropriate equipment recommendations
- Provided constructive feedback and recognition to team
- Provided manager with information and recommendations on HR and/or client related matters
- Was responsible for area if no manager is present on site.
On site Service Delivery Manager
Novitex
- Coordinated service delivery processes across multiple client accounts to enhance efficiency.
- Managed client communications to align services with expectations and ensure satisfaction.
- Developed and implemented standard operating procedures for service teams to improve consistency.
- Oversaw resource allocation to optimize workflow and enhance service quality.
- Trained new staff on service protocols and effective client interaction techniques.
- Collaborated with cross-functional teams to streamline service delivery operations.
- Analyzed client feedback to identify improvement areas in service offerings.
- Led regular performance review meetings to address concerns and ensure SLA compliance.
Education
Masters in Business Administration - Marketing & Human Resources
Bharatiar University, Rathnavel Subramaniam Institute of Management Studies & Research
Coimbatore, INDIA 2004
Bachelors of Science - Computer Science
Bharatiar University, Rathnavel Subramaniam College of Arts & Science
Coimbatore, India2002
Skills
- Computer hardware expertise
- Operating systems proficiency
- Microsoft Office Suite
- Adobe Creative Suite
- Troubleshooting and installation
- Asset management
- P&L oversight
- Operations management
- Business policies and procedures
- Cost control strategies
- Business development planning
- Staff training and development
- Relationship management
- Vendor management and negotiation
- Performance management strategies
- Client relationship management
- Inventory oversight
- Process improvement initiatives
- Cross-functional collaboration
- Strategic planning skills
Languages
English
Professional
Hindi
Professional
Malayalam
Professional
References
References available upon request.
Timeline
Area Manager
Xerox Business Solutions - COTG
02.2015 - Current
Service Delivery Manager
Rotary International
12.2012 - 01.2015
Customer Service Supervisor
Baxter International
09.2009 - 01.2012
On site Service Delivery Manager
Novitex
Masters in Business Administration - Marketing & Human Resources
Bharatiar University, Rathnavel Subramaniam Institute of Management Studies & Research
Bachelors of Science - Computer Science
Bharatiar University, Rathnavel Subramaniam College of Arts & Science