Customer Service Manager
Resume:
Charles E. Beckett
Mentor, Ohio 44060
440-***-**** (cell) Email:
*********@**.**.***
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SUMMARY
Extensive expertise in operations management, program management, sales
marketing and solution delivery for various corporations. Expert
proficiency in team building with excellent people skills, staff
management, policy and procedure development, problem resolution, and risk
management using innovative marketing solutions. Customer focus-driven
leader able to successfully orchestrate complex relationships and work
environments, fueling greater partner loyalty and fewer channel conflicts
using superior management skills. To secure a challenging career where my
experience and professionalism in dealing with people, excellent work ethic
and leadership skills can be used to maximum advantage within an
organization offering opportunities for further professional development,
education, and advancement.
EXPERIENCE
Office Max, Mayfield Heights, Ohio 2008- 2010
Assistant Manager
Responsible for assisting the Store Manager in the day-to day operations of
the Store. In my position I lead and represented the Store in the absence
of the Store Manager. I develop associates for promotion and communicate
clear expectations to Store, District and Corporate associates. I operate
in an ethical and fair manner, making decisions and taking actions based on
solid values.
MICRO CENTER, Mayfield Heights, Ohio 2000 - 2008
Assistant Manager
Managed a multi-million-dollar service department, which contributed to
generating the division's first profit within one year under my
supervision. This was accomplished with strong technical and business
qualifications and by successfully recruiting a dedicated and committed
team that worked together cohesively in a motivated and customer service-
driven atmosphere. Promoted the store's operational ranking from the
bottom of the company's 21 stores to the top, where it remained
consistently during my tenure.
. Oversight of all operations, including cash office, warehouse and the
Service department, maintaining first place in operational rankings,
the Companies operational scorecard, consecutively for the last seven
years.
. Responsible for inventory control with the lowest shrinkage percent in
the Company on an annual basis.
. Personnel, recruiting, hiring, training, evaluating and coaching
associates to ensure the appropriate number of qualified, capable
staff and equipment is in place.
. Handled sensitive and confidential material guaranteeing a work
environment of both trust and privacy.
. Projected and maintained yearly Store Operational and Payroll budgets
for a twenty-six million dollar a year operation, which included
managing subcontracts.
. Responsible for public relations and Program Marketing.
GENE NORRIS HONDA, Mentor, Ohio 1998 - 1999
Senior Sales Representative
Responsibilities included successfully planning, controlling and managing
sales and delivery to ensure that customer needs were met, as well as
managed the integration of team members and third party vendors through
strong negotiation and influencing skills.
. Prospected and built a customer base, through strong and persuasive
interpersonal skills.
. Ensured quality delivery and complete customer satisfaction resolving
any and all customer issues and concerns.
J.C. Penney COMPANY, Richmond Heights, Ohio 1991 - 1998
Operations Manager
Demonstrated the ability to lead diverse teams of professionals to new
levels of success in a variety of highly competitive and fast-paced
environments. Experienced in strategic planning, business development,
project and product management, and sales strategies. Proven ability to
successfully analyze the company's critical business requirements, identify
deficiencies and potential opportunities, and develop innovative and cost-
effective solutions for enhancing competitiveness, increasing revenues, and
improving customer service offerings.
. Responsible for interviewing, recruiting, hiring, evaluating and
coaching associates, as well as provided training to enhance workplace
performance at all levels of staffing.
. Routinely interacted with district, regional and corporate buyers to
maintain organizational strategies, operational efficiencies, and
proposals for increasing efficiencies and improving profitability.
. Accountable for interpretation and enforcement of policy and
procedures for all sales support areas including cash office,
warehouse and facility management.
. Responsible for correcting deviations from policies and store
standards.
. Increased store profits through effective cost reductions.
EDUCATION
B. A., Political Science
University of Pittsburgh, Pittsburgh, PA
TECHNICAL SKILLS
Microsoft Office, including Microsoft Word, Excel, Access and
PowerPoint
OTHER ACCOMPLISHMENTS
Dean's List, University of Pittsburgh
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