A customer service focused professional who possesses a strong sense of urgency with regard to client satisfaction. Superb interpersonal and communication skills, coupled with excellent relationship building capabilities and excellent negotiating abilities. A track record of creating a work culture that rewards teamwork and cooperation. As an experienced manager I fully understands the importance of appearance and behavior in creating a positive impression in any face to face role, this is why I work hard at appearing professional, well dressed and well spoken. My areas of expertise are precisely those that your company is looking for in an applicant, namely; customer service, identifying customer requirements and providing knowledgeable advice to fellow staff members. I want to join an ambitious company that is looking to recruit talented people who get results

1. MARK COBB
614.551.2939 ▪ mark.cobb9@gmail.com
Profile _____________________________________________________________________________
A customer service focused professional who possesses a strong sense ofurgency with regard to client satisfaction. Superb
interpersonal and communication skills, coupled with excellent relationship building capabilities and excellent negotiating
abilities. A track record of creating a work culture that rewards teamwork and cooperation.As an experienced manager I fully
understands the importance of appearance and behavior in creating a positive impression in any face to face role, this is why I
work hard at appearing professional, well dressed and well spoken. My areas of expertise are precisely those that your
company is looking for in an applicant, namely; customer service, identifying customer requirements and providing
knowledgeable advice to fellow staff members. I want to join an ambitious company that is looking to recruit talented people
who get results.
Skills Summary_____________________________________________________________________
Microsoft Office 2010 Customer Service Administrative management
Time management Payroll Coordination Dispute resolution
P&L management Facilities management Human resources
Technology management Web application coordinator Warehouse management
ACCOMPLISHMENT ________________________________________________________________________
Reduced accounts receivables at Accurate Heating from $77,000 to $17,000 in 2 months
Reduced per truck inventory costs from $6,000 average to $3,000
$15,000 advancement paid back to county just after 1 ½ years after being hired
Awarded World Class Lanier Gold, 2007
Personally recognized for excellence in customer satisfaction in the copier industry in the US
Ranked in the Top 10 of Service Managers within United States
Dean’s List from 2010 to 2015 and graduated with a 3.7 Cum Laude
Professional Experience_____________________________________________________________
TERRITORY MANAGEMENT/CUSTOMER SERVICE MANAGEMENT
o Manage a team of 20 service technicians for both commercial and residential, 4 Customer service representatives
and the commercial/residential technician teams
o Developed strategies and business for the firm by building corporate relationships with customers and the
industry/market leaders
o Experience in physical Distribution Management in high volume, fast paced seasonalHVAC business
o Managing technologies based applications and provide training for all the staff
o Monitored company policies and developed new operational procedures in order to increase efficiency
o Managing business office functions, including employee safety,human resources,training, payroll, accounts
receivable, accounts payable and customer service
o Coordinate daily activities and workflow within the service/sales department-help sales department to achieve set
goals
o Knowledge of Distribution Requirements Planning (DRP), Transportation and Retail Management
o Strong leadership and communication skills
o Manage all (SLA) service level agreements within the service department
o Evaluated the employee appraisals and annual performance review – Held management meetings to review staff
performance and played a crucial role in promotions
o Directed the department involved and top level management in solving severe issues which may have been produced
due to inefficiencies in services and/or products

2. Mark Cobb Page 2
o Helped design a quality control program and implement standards to coach employees toward high performance and
success in the service department
o Exceed targeted results in customer retention, client expectations, sales and support service as well as other
customer service goals
LOGISTICS MANAGEMENT/FACILITY MANAGEMENT
o Responsible for gathering and analyzing all data for P&L reports
o Familiarity with government regulations including Customs and OSHA, and needed in operating Distribution
Centers and some experience with Planning/ Scheduling
o Constant monitoring of response times of service staff to provide top level service
o Oversee/maintain accounts receivable for residential and commercial
o Conduct safety meetings with entire staff on keeping in line with OSHA regulations
o Manage UPS, FEDEX, Certified mail, and LTL shipping and receiving
o Schedule daily mail pick-up and/or deliveries
o Coordinate daily office activities, schedule daily workload
o Warehouse management practices in multiple site locations
o Trained and operated many different lifts and attachments
o Accounting and inventory control experience in many different applications
Employment History ________________________________________________________________
LUTE SUPPLY INC. - Portsmouth, OH
Territory Manager 2015-Present
MODERN OFFICE METHODS- Westerville, OH
Branch Service Manager 2005-2010
ACCURATE HEATING AND COOLING- Chillicothe, OH
Customer Service Manager 2013-2014
PICKAWAY COUNTY- Circleville, OH
Director/Warden 2010-2013
PAYLIANCE- Columbus, OH
Implementation Specialist 2015- 2015
ODW LOGISTICS- Columbus, OH
Warehouse Lead/Building Coordinator 1989-2005
Volunteer Experience ______________________________________________________________
A NEW LEAF INC.
Certified foster caregiver currently volunteering
GROVE CITY CHURCH OF THE NAZARENE
Mentor leader for high school currently volunteering
Education ____________________________________________________________________________________
OHIO CHRISTIAN UNIVERSITY- Circleville, OH
Bachelor’s Degree in Business Management
Graduated January 2015
SERVICE MANAGER UNIVERSITY- Provo, UT
40 hours of financial/customer service/ & personnel
HAZMAT training at Ohio State Fire Academy
FORKLIFT training on many different types of equipment
References
Upon request