Manager Customer Service
Resume:
James R. Butterworth
Plant City, Florida 33565
Cell 813-***-****
abiemp@r.postjobfree.com
Senior Management
Resourceful, innovative professional with over 20 years General and
Operations Management experience primarily in the entertainment and
services industries. Held P&L responsibilities. Expertise in initiating
projects and programs that boost efficiency and productivity while
increasing sales revenue. A Hands-on Manager with proven skills in
analysis, observation, budgeting, troubleshooting, motivation, training,
and improvement of operations through polices that promote a team-based
work atmosphere, superior customer service and a positive effect for the
corporate bottom line.
Selected Responsibilities and Accomplishments
. Managed all aspects of a company region including development of
business and marketing plans, recruitment, hiring and training of
staff, budgeting, P&L, scheduling work and activities, establishing
policies and procedures, procurement, performance evaluation,
merchandising, and motivation of employees.
. BOOSTED PRODUCTIVITY AND CUSTOMER SERVICE THROUGH DEVELOPMENT OF A
COMPREHENSIVE TRAINING PROGRAM FOR NEW STAFF AT A REMOTE COMPANY
LOCATION. CREATED CURRICULA, HANDOUTS AND DELIVERED LECTURE, SMALL
GROUP, ONE-ON-ONE AND MOCK CUSTOMER INTERACTIONS TO PROVIDE THIS
IMPORTANT ORIENTATION INFORMATION.
. ORGANIZED STAFFING THROUGH CREATION OF A NEW STAFFING TOOL THAT SHOWED
STAFF DEMANDS BASED UPON WEEKLY ATTENDANCE TO MEET REVENUE PER PERSON
GOALS. USE OF THIS TOOL ALLOWED MANAGERS TO PROJECT AND MEET THE
NEEDS OF OUR CUSTOMERS WITHIN REVENUE AND PAYROLL PROJECTIONS.
. INCREASED SALES REVENUE THROUGH DAILY OBSERVATION OF PRODUCT SALES.
MOVED AND ALLOCATED MORE SPACE AS NEEDED TO PROVIDE TO THE WANTS OF
OUR CUSTOMERS. DELETED PRODUCTS FROM THE LINEUP THAT WERE NOT
SELLING, PROVIDING FREE PASSES IN THE EVENT A FILM WAS CANCELLED.
. INCREASED REVENUE 66% WITHIN THE FIRST MONTH OF ACTIVATING AN ANTI-
PASS BACK POLICY WHICH ALLOWED FOR ONE IN AND ONE OUT OF PARKING
SPACES WITHIN A RESIDENTIAL COMMUNITY. THE POLICY HAD ALWAYS BEEN IN
PLACE BUT THE PROPERTY MANAGER WAS HESITANT TO ACTIVATE IT LEADING TO
ABUSE.
. ENHANCED CUSTOMER SATISFACTION AND INCREASED SALES AND REPEAT BUSINESS
THROUGH CREATION OF A STRATEGIC PLAN TO ADDRESS HOLIDAY CROWDS.
PARTNERED WITH THE AREA SUPERVISOR TO ASSIGN DUTIES FOR CUSTOMER
MOVEMENT, CONCESSION SALES, AND CLEANUP AFTERWARD. USE OF THIS
PLANNED SOLIDIFIED A TEAM-BASED WORK ATMOSPHERE WITH ALL EMPLOYEES
KNOWING THEIR PART IN THE OVERALL PROCESS.
JAMES R. BUTTERWORTH... PAGE 2
. Improved employee morale by providing special screenings to employees
and their families during peek business periods. Fewer families
wanted passes when given the opportunity to see a movie before anyone
else.
. TROUBLESHOOT MECHANICAL EQUIPMENT DAILY AS REQUIRED. REPAIR OR BRING
IN CONTRACTORS AS REQUIRED TO ENSURE DAILY OPERATIONS. ESTABLISHED
ANY NUMBER OF POLICIES THAT PROVIDED FOCUS AND DIRECTION TOWARDS
RESOLVING AN ISSUE WITH THE DESIRED OUTCOME.
. Improved employee morale and brought consistency to management through
review and restructure of the divisional managerial training program.
Provided standardized methodologies for overall management,
performance appraisals, scheduling and staffing of each location.
. Increased revenue to the company by building strong business
relationships with developers, city officials and property managers.
Established a basis for trust that led to both renewal and referral
opportunities and increased profitability for the company.
. Increased sales through observation of our associates with the
customers. Demonstrated suggestive up-selling techniques with follow
up by Supervisors, that left the customers happy with more products
purchased.
Experience
Platinum Parking 2005 - Present
Regional Manager
American Multi Cinema (AMC) 1972 - 2002
Senior Operations Manager
City Manager
General Manager
Manager
Part-Time Assistant Manager
Education/Professional Training
BS, Sales & Marketing Management, Kaplan University
AS, Business Management/Accounting, Northwood University
Additional coursework in Time Management, Team Building, Negotiating,
Mentoring, Conflict Resolution, Safety, Motivation, Sexual Harassment,
Diversity, Budgeting, P&L, Presentations, International Cultures and Sales
and Marketing Techniques..
Able to Travel
Contact this candidate