Manager Customer Service

Stephanie stephens

**** **** *** ******, **** F2 ( Long Beach, CA 90803 (

********************@*****.*** ( 657-***-****

Organized, efficient Business Developer with a proven record in

implementing marketing initiatives, developing profitable operations, and

coaching and training high-performing teams.

marketing ? Franchise & Business Development ? operations ?

training

SUMMARY OF QUALIFICATIONS

. COLLABORATED WITH TEAM MEMBERS TO INCREASE THE NUMBER OF FRANCHISE

AGREEMENT SIGNINGS FROM NINE IN 2009 TO 25 FOR THE FIRST NINE MONTHS OF

2010, RESULTING IN AN ANTICIPATED REVENUE INCREASE OF $160,000.

. Conducted seven-day training seminars for prospective franchisees,

teaching on philosophy, curriculum, customer service, business planning,

and site searches; 90% of trainees became franchisees.

. Administered the training of up to 25 prospective franchisees

simultaneously, assessing competencies of the trainees; recommended

prospective franchisees for approval based on training results.

. Identified and relocated struggling franchises to more marketable, high-

traffic retail space that resulted in increases in enrollments and

royalty payments to the parent company.

. Engaged with legal teams and franchisees to ensure retail property leases

complied with national franchise agreements.

. Piloted a national training program for new field consultants focusing on

company history, philosophy, methodology, curriculum, and operations;

instructed trainees and created assignments covering materials.

. Doubled enrollment in nine months through improvements in customer

service and community outreach programs, which led to referrals and

increases in student retention.

. Computer Competency: Microsoft Office Suite and Microsoft MapPoint.

Professional Experience

KUMON NORTH AMERICA, INC. MARCH 1999-SEPTEMBER 2010

The world's largest after school education franchise company with annual

revenue of $800 million.

franchise recruitment & development manager June 2007-September 2010

Torrance, CA

. Researched expansion into new areas to continue to promote and amplify

the brand; interviewed and established qualifications for prospective

franchisees, concluding on their eligibility to enter training programs.

. Gathered demographic research on income, education spending, student

populations, and core customer traits to prepare and present reports to

management; collaborated on decisions to expand into new markets.

. Opened 40 franchises throughout incumbency; supervised the activities of

four administrative branches, two more than peers in the same role.

. Transitioned franchisees to the administrative branches by coordinating

with managers and vice presidents.

. Assimilated demographics, marketing, and best practices to develop

business plans for successful franchise openings and operations; prepared

space for opening and created agenda to meet annual goals.

. Transferred center ownership between franchisees and prospective buyers

and processed the voluntary and involuntary terminations of franchises.

training associate/company center instructor January 2005-May 2007

Huntington Beach, CA

. Managed the operations of a center, including a $75,000 budget,

marketing, staffing, instruction, and parent communications; supervised a

team of three.

. Increased enrollment by over 50%, while becoming a leader in exhibiting

best practices in operations; elevated the number of honor roll students

and class retention.

. Established policies and procedures surrounding all center operations,

including parent/student goal setting, image branding, and customer

retention, which resulted in student success in advanced topics.

. Implemented Junior Kumon for Preschool Students, which led to

preschoolers reading in two to six months of study; organized and

developed lesson plans and guided students through curriculum.

. Partnered with students and parents to address student performance,

attendance, and opportunities for improvement.

Branch manager August 2002-December 2004

Tarzana, CA

. Supervised the operation of a branch of 40 instructors and 4,000 students

with a direct staff of three; developed annual budget and marketing

plans, provided regular reporting, and managed royalty payments.

. Allocated the use of an annual $200,000 budget by planning the activities

surrounding marketing and professional development seminars for

franchisees and staff.

. Increased student enrollment by 25% through collaboration with the

marketing department to research new marketing techniques; selected

approaches based on past performance and potential for success.

. Promoted the brand by reviewing records, speaking with customers,

observing operations, and discussing findings with franchisees; increased

enrollment with new clients and improvements in client retention.

. Cultivated elite instructors, ranked in the top 20% of the organization;

coached franchisees by offering monthly instructor meetings that provided

quality speakers to discuss relevant education topics.

. Mentored three staff members into high-performing employees that became

general managers and branch managers.

. Coordinated the rollout and training of new administration software for

instructors to streamline record keeping, improve royalty reporting and

communication, and establish a goal setting process for students.

. Collected overdue royalty payments from franchisees; partnered with the

accounting department to assess franchisee status and decide upon

collection procedures.

area development manager March 1999-August 2002

Torrance, CA

. Trained new and existing instructors regarding teaching methods and

center management; selected instructors for franchisees.

. Presented parents with teaching philosophies and methods in groups and

individuals settings.

Additional EXPERIENCE

. PHYSICAL THERAPY AIDE/SECRETARY, SHERMAN OAKS HOSPITAL & REHAB

INSTITUTE, SHERMAN OAKS, CA, MAY 1996-MARCH 1999

o Created and taught rehabilitative exercise regimes, provided physical

therapy instruction, and administered pain relief mechanisms.

o Tracked patient information, coordinated patient benefits and billing,

and managed front office staff including the coordination of schedules

for six physical therapy aides and four doctors.

Education And Training

BACHELOR OF SCIENCE - SPORTS MEDICINE 1995

pepperdine university Malibu, CA

Professional development

. International Franchise Association Training, 2009

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