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Customer Service Manager

Location:
San Francisco, CA
Posted:
January 30, 2015

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Resume:

NATHAN P. LORD

**** ****** **** **, *********, TN 37922 C: 864-***-**** acn3l0@r.postjobfree.com

Strategically focused and highly motivated leader with a track record of success driving

improvements in customer service, operations and profitability with proven ability in

problem solving, strategic planning, team sourcing and development.

Summary of Qualifications

3+ years experience multi unit management of a $10M portfolio of 22+ locations.

6+ years progressive retail management experience focused on efficient and profitable

operations, sourcing and developing strong teams of 30 employees and delivering

consistent results for key business metrics.

18 years progressive experience in management, customer service, inventory

management, training and leadership.

M.S. in Management completed in 2006 while working full time.

Proven people person who can adapt leadership and communication style to audience

to not only achieve business results but also to build strong self motivated and

successful teams.

Professional Experience

Starbucks Coffee Company 08/2005 to Current

Knoxville, TN

District Manager, 2/2012-Current

Store Manager, 11/2007-2/2012

Assistant Manager, 2/2007-11/2007

Barista and Shift Supervisor, 8/2005-2/2007

District Manager, Retail

Multi-Unit Manager of a $10 Million portfolio comprised of 22 Starbucks Coffee locations

operated by 7 different licensed organizations across 5 industries (Retail, grocery, higher

education, travel and hospitality.) Developed partnerships and inspired leadership within each

licensee organization to influence change, achieve mutual goals and increase profitability.

Consulted, supported, and coached Licensees to obtain operational excellence and provide a

fast friendly customer experience. Analyzed reports, customer surveys, and visit observations

to strategically plan calendar and tactics to meet each business’s need exceeding Starbucks'

sales projections.

Driving 8% revenue growth annually, product quality and profitability by providing

strategic consultative support and service.

Achieving 90%+ annual average in Ecosure audits and consistent operational

excellence and Quality Assurance Assessments by creating implementation plans to

support execution of key initiatives.

Earning 85%+ Customer Satisfaction scores across district annually by focusing on

customer facing behaviors, improving efficiencies and driving product quality.

Influencing store management teams to take urgent action in identifying problems

and opportunities for improvement then applying effective solutions.

Leveraging performance coaching when standards and goals not consistently

achieved

Creating and Leading strategic business reviews and marketing plans

Lead the growth of the Knoxville area market by 8 stores since 2012

Store Manager

Managed and operated Starbucks store with a focus on customer service and providing the

Starbucks Experience through team work. Led store to record growth year over year for over 4

years with high level training and customer engagement while maintaining superior cleanliness

and food safety guidelines. Coached and developed talent across area, motivating and

inspiring others to achieve store and personal goals.

Drove annual revenue growth by 30% over 4 years from $750,000-$1.1M annual

sales.

Achieved customer satisfaction of 95% Highly Satisfied FYs 2010-2012

Earned Cleanliness and Food Safety/Ecosure audit of 90%+ FYs 2008-2012

Developed strong team of leaders from which 6 former supervisors are current

Starbucks Store Managers.

Managed controllable costs such as inventory, labor and COGS to +/- 2% variance

to standard operating expectation FYs 2009-2012.

Held several Dual/Multi Unit Store Manager Assignments FYs 2010-2012

Key Team Member in developing Greenville, SC market from 3 to 15 stores, 2005-

2012

Recognized as Store Manager of the Quarter 3 Quarters FYs 2009-2011

Education

Master of Science, Management 2006

Southern Wesleyan University Greenville, SC

Graduated Top 5% of Class

Emphasis in Strategic Management and Organizational Development

Bachelor of Arts, Religion and Counseling 1999

Bob Jones University Greenville, SC

Who's Who, College and Universities, 1999

Leader various clubs and groups on campus

Community

Treasurer, Knox County Council PTA Current

President, West Valley Middle School Education Foundation Current



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