KEVIN D. HELDT

*** ********* *******

Dekalb, IL 60115

Email : abi29i@r.postjobfree.com

Cell: 630-***-****

CUSTOMER SERVICE LEADERSHIP + SERVICE OPERATIONS MANAGEMENT

Service / Retail Environments

Results-driven customer service and field operations management

professional with a solid track record of achievement and demonstrated

success driving sales growth, warehouse and inventory management and

customer service operations in highly competitive markets. Strong

orientations in operational effectiveness and efficiencies and delivering

exemplary customer service. A sought after member of high-level business

and operational initiatives, infrastructure design, turnaround,

reorganization, for stand-alone businesses, subsidiaries, start-ups and

rapid market growth environments. Inspire and motivate individuals and

teams to exceed organizational goals.

Areas of Expertise

Strategic & Tactical Sales Management Training Development

Planning

Multi-Site/Regional Retail and Performance Metrics

Leadership Merchandising

Customer Service Warehouse & Inventory Data Collection &

Management Management Analysis

Field Service Budget/ P & L Program/Project

Operations Management

PROFESSIONAL EXPERIENCE

RICOH BUSINESS SOLUTIONS-MIDWEST, Addison, IL

2010 to Present

Customer Service Supervisor

Brought in to oversee customer service operations with multifunctional

responsibilities to include call center operations, order management,

customer complaints and billing processing. Manages order flow pipeline,

minimizes cycle-time and maximize quality. Effectively recruits,

interviews and selects staff. Coaches, mentors and provides guidance to

staff on employee development and performance-related matters. .

Revive and turnaround customer service and order management operations.

Improved order accuracy by 20% through redevelopment of resources,

streamlined and optimized processes and developed training sessions for

representatives.

Increased processing time by 15% while volumes increased by over 20%.

SEARS HOLDINGS CORPORATION, Elgin, IL

2005 - 2009

Route Manager

Fast tracked to promoted through a series of leadership positions. Managed

Central North American in-home repair services of over 350 field service

technicians with direct accountability for 24 route specialists.

Responsible to develop a focused and accountable repair services

organization aligned to customer and business strategies, associate

development, optimizing business processes, managing operational

performance metrics, and resource allocation. Key member of enterprise-

wide programs and projects transforming Sears Holdings business model and

service level improvements.

Reengineered and aligned in-home repair field service function: resulting

in reduced costs and improved service levels. Reduced operation and parts

costs by $500,000, improved customer promise rates to 86%, improved field

service technician's productivity by 30% and decreased cost per call by

25%.

Analyzed demographics, resource allocation and repair trends to identify

and execute action plans improving service, quality and operational

efficiencies. Results include: reduced cost of work orders, reduced

overtime, improved customer satisfaction levels, parts distribution, field

technician's workforce management efficiency and productivity.

Created and facilitated training and career path programs to "raise the

bar" in associate skills and expectations.

Key project member for corporate parts recovery program; saving over

$275,000 in first 8 months of inception.

Key player devising an expedited service work order fulfillment process for

new home builds.

Quality Management System auditor and Steering Committee management

representative. Achieved perfect safety record for 4 consecutive years.

Facilitated corrective and preventive action management meetings.

Re-engineered and normalized Kansas City market reducing cost per call by

25%.

Daily management of dispatching field service technician and contractor

activities.

Developed and instituted corporate policies and operational procedures.

HOLLYWOOD CASINO, Aurora, IL

2000 - 2005

Cage Banker

Recruited to join the accounting and reconciliation team to strengthen

accounting practices, streamline reporting processes and improve the

quality of transactional data.

Streamlined processing to ensure smooth and efficient monetary exchange

transactions

Compiled information, prepared and distributed authorization,

reconciliation and exchange transaction summary reports.

Responsible for shift cash handling, cash receivables, payouts and chip

control.

Tracked and maintained department transactions to ensure accuracy and

smooth reconciliation processing.

Designed and instructed training programs for casino staff members.

EDDIE BAUER, Bloomingdale, IL

1997 - 1999

Sales/Trainer

Floor sales associate providing exemplary customer service levels and

consistently achieving sales quotas.

Consistently exceeding sales goals by 110% to 120%

Addressed customer inquiries, serving as an informational resource.

Trained new hires store and warehouse policies, procedures and selling

techniques.

SERVICE MERCHANDISE, Bloomingdale, IL

1994 - 1997

District Scheduling Training Manager and Store Operations Manager

Brought in to turn around and improve sales, inventory levels. Responsible

for all financial aspects including sales, gross margin, mark up, profit

and loss, warehouse operations and 110 associates for Bloomingdale store.

Within 10 months challenged to take on additional responsibility of

district scheduling compliance and training for 10 stores. Annual store

volume $4 million.

Within 24 months sales increased 32%, and inventory shortages decreased by

28%.

Single store responsibility for payroll, training, sales and warehouse and

inventory management functions.

Drove store sales by 20% within first year of creating a roundtable forum

for associates; trained site teams on techniques and systems to track,

inventory and move top selling items through the system.

Implemented, trained, maintained and trouble-shot new scheduling system for

10 stores within Mid-west region. Obtained highest compliance record.

Re-trained and coached district manager's leadership skills, sales

techniques, retail operations 101, and scheduling compliance.

MERLE HARMON'S FAN FAIR, Schaumburg, IL

1989 - 1994

District Manager/Store Manager

As district manager oversaw daily operations of 8 stores with 90

associates. Challenged to manage individual stores performance including:

sales, merchandising, inventory, gross margin, inventory and stock levels,

security, profit and loss and training. Annual store volume $1 million.

Award-Winning District Manager improving sales and merchandising by 15%.

Increased sales by 20% over previous records.

Trained sales force staff on proper presentation of products and

appropriate sales techniques.

EARLY CAREER

Herman's World of Sporting Goods: Department Manager

Carson Pirie Scott: Assistant Warehouse Manager

EDUCATION

Bachelor of Science in Business Management

Madison University

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