Customer Service Manager
Resume:
Nicholas J. Schultz
Philadelphia, PA 19111
215-***-**** cell
215-***-**** home
****************@***.***
Professional Objective: Seeking a leadership position to utilize my managerial experience and
continue to develop my decision making skills and maximize my
professional experience within your organization.
Professional Experience: Avis Budget Group Apr. 2012 – Present
Philadelphia PA
Operations Manager
Directed and developed a staff of up to 100 Associates.
Ensured desired company results in the area of customer service,
profitability, and training.
Execute established selling behaviors with each customer to go
beyond the customer’s initial request or item of interest.
Monitored daily sales and customer service performance.
Run, open and close responsibilities while ensuring every customer
was highly satisfied with his or her visit.
Monitor weekly “Voice of the Customer” results, and implement
changes to increase overall satisfaction.
Develop and train employees on new company standards.
Lead the implementation of 2 PEX projects.
Starbucks Coffee Company Sept. 2007-Aug. 2011
Philadelphia PA
Store Manager
Directed and developed a staff of up to 30 Sales Associates.
Facilitated corporate strategies and employees to achieve company
objectives in the areas of sales management, store development, and
store support.
Ensured desired company results in the area of customer service,
profitability, training, and merchandising.
Monitored daily sales and customer service performance
Scheduling, recruited, trained, motivated and supervised Department Leads.
Ensured corporate goals were met and exceeded.
Execute established selling behaviors with each customer to go beyond the
customer’s initial request or item of interest.
Ensure that all associates use suggestive selling to maximize average ticket.
Properly control inventory by following all regional standards, reporting stock counts
and inventory discrepancies to the Inventory Control Department and Regional
Manager. Report and document damaged or missing product
Merchandising, customer service, cash balance, hiring and training. Developed 2
assistant managers and 3 key holders.
Analyzing PNL Statements to identify areas of opportunities to
increase store sales while achieving company goals pertaining to
controllable cost of goods.
Assistant Store Manager Sept. 2002-Sept. 2007
Run, open and close responsibilities while ensuring every customer
was highly satisfied with his or her visit.
Directly supervised up to 30 employees on job performance, while
providing constructive feedback to enhance their abilities.
Creating weekly work schedules while balancing requested time off
with the needs of the business.
Ordering products from company vendor to ensure store effectiveness
while checking it against order manifest.
Develop and train employees on new products or company standards.
Barista Apr. 2002-Sept. 2002
Maintain, open and close responsibilities while ensuring every
customer was highly satisfied with his or her visit.
Provide excellent service, while providing knowledge to customers
about all company products.
Maintain Company standards for Speed of Service, while ensuring
there is an abundance of product available.
Lamsback Floral Decorators Apr. 2001-Apr. 2002
Philadelphia, PA Shop Coordinator
Manage and delegated set-up and break down of all floral hardware
for parties.
Managed organization of all supplies needed for upcoming events,
while maintaining the cleanliness of all products.
Managed cleanliness and organization of shop.
Light Maintenance to ensure effectiveness of shop.
Computer Literacy: Knowledge of Windows 7, Microsoft Office Suite Package, Internet,
Email, Automated Labor Scheduling, and Kronos.
Community Involvement: Member Pilsudski Bowling League 2001 - Present
Financial Secretary of PRCUA Group 2021 2002 - Present
Co-Chair PRCUA 66th & 71st Annual Bowling Tournament 2003 & 2008
Pulaski Day Parade Formation Committee 2005 - Present
Chairperson Local Alex’s Lemonade Stand 2005 & 2006
Head Marshall Greater Kensington String Band Association 2005
Aids Walk 2008 & 2009
Awards: Bravo Award June 2006 & Aug. 2009
Increasing sales 15% while reducing floor labor by 5%
Education: Temple University
Philadelphia, PA
Ongoing Liberal Arts Courses
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