J.

Michael Allen
22902 Northoak Forest Lane
Spring, Texas 77389
(832)-228-5105 (cell) - (713) 241-9516 (work)
j.mike-a@sbcglobal.net

SUMMARY

Experienced Customer Service Assurance with expertise in the business process evaluation and design
as well as identifying process improvements. Demonstrated ability to adapt quickly to new responsibilities
and take on new challenges. Noted as being a strong leader and problem solver with the commitment to
achieve quality, customer service, and completion on time in all projects. Recognized for ability to multi-
task, handle competing priorities, and manage projects across all levels to achieve optimal performance and
company goals. Recipient of numerous awards for quality and achievement. Selected strengths include:

Internal Auditing Customer Service

Security Personnel/HR
Compliance Issues Identification

Professional Experience
Shell Oil Products, U.S.
Houston, TX 2000 - Present

Customer Service Assurance Specialist 2004-2010

* * * Streamlined processes for a cost savings over $500,000
* * * Consistently met yearly KPI and SLA objectives
* * * Received Service Recognition Awards
* * * Successfully transitioned the US Call Center off-shore to Manila
Regional Account Manager 2000-2004
* * * Consistently met and exceeded throughput & net income goals each year

Git ‘n Go Markets
Knoxville, TN 1998 - 2000

Operation's Manager
* * * Increased C-store net profit over $50,000/year
* * * Increased C-Store sales over $200,000/year

Texaco Refining & Marketing, Inc.

Phoenix, AZ 1990 - 1998
Regional Account Manager/Sales Consultant
* * * Account Manager of the Year in 1992
* * * Met yearly goals and lowest shrink % for the region.
Cardon Oil Corp. - Mobil Oil
Phoenix, AZ 1985 – 1990

Security/Personnel Director
* * * Lowered unemployment record by 25%
* * * Managed security systems and security safes for 75 sites
* * * Started out as cashier, Ass't. Manager, Manager, Supervisor

Education
 Bachelor of Science, Marketing & Retailing - Minor in Portuguese
Brigham Young University, Provo, UT

Additional Skills
Microsoft Office - Word, Excel, PowerPoint
Spent 19 months in Brazil - LDS Church mission
Attended numerous off-site training classes
(Time Management, Karrass Effective Negotiating Skills, Personnel Selection, Intermediate
Excel, Advanced Excel)