Customer Service Management

1. VAUGHN MOLER 669 Washington #701, Denver, CO 80203
303-638-1524 vaughnmmoler@comcast.net
Customer Service Manager
Leadership ~ Planning ~ Communication ~ Budgets ~ Mediation ~ Training
Event Management ~ Sales & Marketing ~ Project Management~ Best Practices
Negotiations ~ Quality Assurance ~ Problem Resolution ~ Policies & Procedures
Arbitration ~ Inventory Control ~ Performance Measurement ~ Public Relations
 Top-performing, result-driven individual with extensive experience in corporate communications, customer
service, and administration. Demonstrated ability to take on challenging endeavors, try new approaches
and formulate successfulalternatives. Proven ability to analyze situations, articulate position and act as a
liaison for ensuring alignment with corporate goals and objectives.
 Highly skilled in initiating communication and building and maintaining relationships with internal and
external clients, customers and vendors. Develops and implements marketing initiatives, budgets, customer
service programs, and effective policies and procedures.
 Solid background and experience in conducting process analysis to investigate issues, resolve problems and
implement increased efficiencies and cost savings. Known for the ability to convert strategy into realistic
executable plans with successfulresults. Proven record in managing resources in seamless integration of
key program elements.
KEY ACHIEVEMENTS
 Reduced training cost by 5% by developing a training program to bring to the field which was used
nationally and internationally.
 Developed a system for cataloging client information which increased accessibility and defined a new
process for finding the information in a better way to the staff and reduced cost.
 Created programs to improve customer satisfaction and reduce possible customer complaints.
 Recognized by the organization with awards for quality customer satisfaction.
 Consistently increased revenues by upselling clients.
 Collaborated with all leadership levels to advance operational strategies.
 Developed quality customer service programs on a national and international level.
 Presented the best solution to avoid a public relations problem for a major corporation, this was
accomplished by reviewing all the cases in a very short time frame and researching for possible
precedence.
 Mediated both parties to a resolution that amiable solution for both parties, by preparing for the case
and researching past outcomes and solutions in similar cases.
 Reviewed over 8000 contractual grievances and was able to have 95% withdrawn within 1 year.
 Lead support for 20 worldwide locations, negotiated, interpreted and managed compliance.
CAREER SUMMARY
Senior Mediator
Community Mediation Concepts, Denver, CO
Flight Attendant
United Airlines, Chicago, IL
Arbitrator
Association of Flight Attendants, Chicago, IL
EDUCATION / CERTIFICATIONS
B.A., Metropolitan State University, Denver, CO
Graduate Coursework, University of Massachusetts, Amherst, MA
Mediation Certificate, Advanced Employment Mediation Certificate
National Mediation Board Certificate