Customer Service District Manager

JOHN AMER

Nottingham, MD ***** 443-***-**** ad3ml8@r.postjobfree.com

OPERATIONS MANAGEMENT LEADER BUSINESS OPERATIONS EXPERT DISTRICT/REGIONAL OPERATIONS CUSTOMER SERVICE LEADERSHIP

Strategic, resourceful operations leader with 25 years of proven leadership experience managing teams of 300 employees, including clerical, manufacturing, food service, professional and management staff. Brings an entrepreneurial spirit with experience leading food and beverage, and service industry stores. Thrive to cultivate, inspire, and motivate change within any environment to improve circumstances and outcomes within highly operable industrial businesses—strong management abilities to maintain an effective and positive employee-friendly working environment within diverse groups.

•Possess strong deductive reasoning and analytical skills and is capable of systematically and logically thinking through problems; makes logical conclusions and can see consequences and

•Proven record of effective leadership; ability to develop strong teams and provide unflinching support for colleagues.

•Excellent oral and written communication skills, strong interpersonal skills.

•Strong organizational, planning, and employee management skills.

•Advanced Proficiency in MS Office (Excel, Access, Word, Outlook, Project, PowerPoint).

AREAS OF EXPERTISE

District Leadership, Regional Operations, Profits & Loss, Strategic Planning, Management & Leadership, Financial Analysis Performance Management, Business Processes Improvement, Team Building Management, Team Building Delegation, Staff Training, Coaching & Mentoring, Payroll & Inventory Management, Customer Service & Vendor Relations, Regulatory Compliance & Quality Control, & Market Sales Strategies

SUMMARY OF QUALIFICATIONS

Project Management

•Exhibits excellent project management, problem-solving, and decision-making skills while leading cross-functional collaboration across the organization and with clients and partners. Participated in the development of project plans, operating plans, and supporting budgets: determining scope, methods, and resource requirements and schedules for projects.

Operations Leadership

•Proven strengths in addressing operational challenges & providing leadership through consensus building.

•History of successfully managing operations to increase revenue, profitability & customer satisfaction.

•Comprehensive background in all aspects of service industry management, including sales.

Financial Planning & Budget Management

•Successfully managed budgets and oversaw budget formulation and. Provide accurate data and input into the budget planning process and the subsequent re-forecasting process.

Workforce Management

•Developed staff, trained, and supervised a team of employees at all locations within various locations.

•Identified proper staffing levels for attendants, cashiers, customer service representatives, and managers, including vacation and sick call coverage.

PROFESSIONAL EXPERIENCE

Warehouse Manager:

JCI (JOHNSON Controls, Inc.) 03/2022- Present

Oversee the warehouse operation INBOUND, OUTBOUND, INV, REC, VR and management development. Assist with customer SERVICE. Warehouse improvement.

Operations Manager.

BD (BOCTON &decston)

Oversee inbound and INV 2021- 2022

OPERATIONS MANAGER

Amazon 2015– 2021

Directly oversees the inbound, outbound, and functional shift within various shifts within the Amazon Fulfillment Center. Provides expert leadership abilities to help lead, develop, and engage a high-performing team, using innovative ideas to inspire their performance. Exceptional multi-tasking skills in the management of various departments throughout the organization regarding manufacturing, purchasing, and warehouse operations. Oversee the budgeting of labor costs, company production, and employee training services. Evaluates performance objectives and metrics to determine inbound or outbound productivity requirements to achieve customer time, accuracy, and quality expectations. Evaluating performance objectives and metrics to determine inbound or outbound productivity requirements to achieve customer time, accuracy, and quality expectations.

Key Highlights:

Oversees 259 Associates, 5 Assistant Managers, Singles Department 300 associates, Sp and Vendor Return 100 associates and 3 assistants.

Successfully maintains a 100% OSHA compliance rating.

DIRECTOR OF OPERATIONS

Davco (Wendy’s restaurant/Zips DC) in MD and PA 2008-2015

Supported store managers in the planning, implementation, and training of operations and employee management strategies. Oversaw the budgeting of sold goods and conducted quarterly audits on labor costs within company guidelines. Maintained a decrease in employee retention by 25% and ensured employee engagement and training were the focal points of company priority to overall improve the work environment. Developed and implemented organization-wide operations improvement plans related to staffing and store operations.

Key Highlights:

•Decreased direct labor in 6 Maryland stores by 10.8% ($204,639) bi-weekly.

•Decreased direct labor in 2 Pennsylvania stores by 37% ($181,856) bi-weekly.

•Received a score of 90% or higher for every FPR franchise visit. Implemented a new scheduling system to ensure maximum efficiency of operations.

•Implemented a new loyalty program system to increase consistent visits by customers.

•Decreased cost of goods from 10% to 6% weekly (650k per year). Recipient of the Excellency of Leadership Award in 2015, 2016, and 2017.

DISTRICT MANAGER

Davco(Wendy’s)- Abingdon, Aberdeen, Joppa town, MD 2007-2008

Oversaw and directed the operations and staff of Multiple restaurant locations, including the execution of all Company policies, procedures, programs, and services. Work with store managers to establish and address store priorities and then develop plans for execution. Monitor compliance of food safety and cleaning standards and take corrective action to address issues. Develop management staff to be high performers, exceptional leaders, and takes disciplinary action when necessary. Oversaw the management of budget sales goals to meet and exceed company performance quotas. Ensure employee management and performance feedback was conducted properly to produce effective results and employee output.

Key Highlights:

•Awarded District Manager of the Year.

•Decrease Direct Labor to 25% bi-weekly or 4.8 million. Decreased Indirect Labor to 6% or 250k.

•Stayed in Green status (no customer complaints) for customer service.

•Implemented Table Visit to increase customer interaction and satisfaction. Instituted local marketing in schools, offices, etc. to promote business.

•Decreased food costs from 32% to 25% saving each district 1.5 million dollars monthly.

•Decreased direct labor from 38% to 29%, saving .25 million per month per store.

•Decreased indirect labor from 12% to 7%, saving 400k per year.

•Kept all districts in green status (no customer complaints) for 15 months straight. An employee of Month, Manager of the Month

FRANCHISE OWNER/MANAGER

Subway – Baltimore County & Baltimore City, MD 1995 – 2007

Managed the development of operations, human resources, marketing, and all customer service aspects. Tracked and audited financial reports and successfully grew the customer base and revenue operations. Clearly and promptly communicated pertinent information to staff, such as large reservations, community fundraising events, and last-minute menu changes. Carefully interviewed, selected, trained, and supervised staff. Carefully developed a lucrative annual food and beverage marketing plan and a strict budget to maximize profits. Correctly calculated inventory and ordered appropriate supplies. Strategically developed effective marketing plans to increase sales and profits while managing costs. Promoted a positive atmosphere and went above and beyond to guarantee that each customer received exceptional food and service.

Key Highlights:

•Outstanding Caring Sales Team of the Year for the entire region (2001, 2002, 2005, 2006, 2009, 2010) In 100% compliance of franchise requirements for 10 years in a row (1996-2010).

•Subway Best Achievement over 4 quarters (1 year), 2009.

•Awarded Franchise of the Year in 2005, 2006, 2007, & 2009.

•Best Management Leader of the Year from New York to Maryland, 2005.

•Received award for Best Food Cost in 1998-1999, 2000-2001.

•Operational Excellency of the Year, 2001, Outstanding Caring

EDUCATION

MASTER OF BUSINESS ADMINISTRATION

Cairo University of Egypt

BACHELOR OF SCIENCE-BUSINESS ADMINISTRATION AND MARKETING

Cairo University of Egypt

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