Michael Golaszewski
Customer Service
Toledo,Ohio
Summary
Customer-focused and results-oriented professional offering diverse experience in customer service management. Hold credit for creating a thoroughly synchronized and effective customer service department that was unmatched in functionality. Possess verifiable leadership, communication and organization skills that result in high performance. Promote collaborative teamwork in a positive manner through open communications, exceptional mentoring skills and an ability to empower in a continuous improvement environment.
Overview
17
17
years of professional experience
2
2
years of post-secondary education
Work History
Customer Service Manager
LIEBHERR AEROSPACE-SALINE INC
SALINE, MICHIGAN
06.2012 - 01.2020
- Provided positive leadership-management oversight to customer support team dedicated to order management in parts sales and MRO administration.
- Empowered staff to contribute to their design through effective listening to inputs.
- Routinely engaged team members for assessment of personal development pathways.
- Engaged in training, coaching & development, interviewing / staff selection, budgeting, setting goals & KPI’s, problem- solving, forecasting, strategic planning.
- Developed policies and procedures for process improvement.
- Maintained continuous improvement environment ensuring high customer satisfaction and effective resolution of customer issues and concerns. Engaged in customer visits to foster customer relations.
- Performed AS9110 and 5S audits for validation of compliance with quality management systems.
- Sponsored four lean initiatives for process improvement resulting in streamlined practices, efficiency gains
- Developed CS team to become most effective, productive in history through team building initiatives.
- Performed SWOT analysis to identify strengths, weaknesses, opportunities and threats for continuous improvement.
- Implemented ancillary revenue-generating initiatives generating sustainable revenue exceeding $100K annually.
- Negotiated first intercompany agreement with European OEM establishing best practices, streamlined processes.
- Achieved 90% budget cost savings for ink and paper by going paperless for most printing functions. Eliminated off- site technical records storage realizing additional annual savings of $30k.
- Facilitated process improvement initiatives for manual tasks reducing staff touch time and simplifying processes.
- Effectively deployed staff in unconventional roles achieving cross skill utilization and effective operational flexibility.
Customer Support Supervisor
Liebherr Aerospace Saline, Inc.
Saline, MI
01.2007 - 06.2012
- Provided supervisory oversight to CS team in order management for parts sales and MRO administration.
- Engaged in training, coaching, appraising performance, monitoring and directing workflow, scheduling assignments while remaining Account Manager for key customer account.
- Provided administrative support for payroll, time off requests, interviewing-staff selection, preparing reports and spreadsheets, policy-procedure updates, contract customer invoicing.
- Provided outstanding customer support through timely and effective resolution of customer issues and concerns
- Successfully negotiated one-year landing gear lease with key customer that generated over $200k in revenue.
- Fostered teamwork with other cross functional departments through cooperative, open interface to solve issues.
Customer Service Administrator
Liebherr Aerospace Saline, Inc.
Saline, MI
09.2002 - 01.2007
- Provided sales support by performing administrative order management activities for assigned customers in parts sales and MRO administration.
- Customer liaison for quotes, purchases, order status, order entry, logistics, maintaining files, RMA and warranty returns involving high degree of multi-tasking, organization and customer care.
- Built and fostered good customer relationships by providing superb customer service, engaging in customer visits, providing timely communications and effective resolution of customer issues.
- Awarded Best Customer Service Representative by ExpressJet Airlines.
Education
Associate Degree - Business Administration and Management
Davis College
Toledo, OH 09.1982 - 06.1984
Skills
Time Management
Leadership-Management
Customer Relations
Microsoft Office
Training & Development
Timeline
Customer Service Manager
LIEBHERR AEROSPACE-SALINE INC
06.2012 - 01.2020
Customer Support Supervisor
Liebherr Aerospace Saline, Inc.
01.2007 - 06.2012
Customer Service Administrator
Liebherr Aerospace Saline, Inc.
09.2002 - 01.2007
Associate Degree - Business Administration and Management
Davis College
09.1982 - 06.1984