Manager Customer Service

Paula Miller - **** Iowa Ct. Claremont, CA *****- 909-***-**** - *************@***.***

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Objective: To obtain a position with great benefits and a friendly environment

CAREER SUMMARY

Over 16 years progressive, multi-unit management experience. Effective leader with a commitment to excellence;

record of demonstrated accomplishments.

EXPERIENCE

DISTRICT MANAGER-7/2007 to 1/2009

Coffee Bean and Tea Leaf

Supervised 9 stores in the areas of sales, labor costs, food costs, training and development, hiring, local store

marketing, and customer satisfaction. In addition, organized employee files, created letters, spreadsheets and forms,

organized and conducted district meetings, and followed up on a variety of items.

DISTRICT MANAGER - 5/2000 to 2/2007

Starbucks Coffee/ Seattle’s Best Coffee (Starbucks acquired SBC in July of 2003)

Oversaw all aspects of daily operations of 11 cafes. Duties included profit & loss responsibility of $1,000,000 + per

month, district staffing levels, ongoing manager development, opening new store locations.

• Trained new district managers.

• Reviewed store environments and key business indicators to identify problems, concerns and opportunities for

improvement. Coached and motivated store management team to take action and achieve operational goals.

• Promoted positive relationships with local communities through various events and support of non-profit causes.

• Served as liaison between store teams and the company to filter pertinent information.

• Created district implementation plans to support the execution of regional and company initiatives.

• Provided consistent follow-up with management teams to ensure accountability of goals and standards.

LIFE AGENT- 8/98 to 10/99

American Income Life, Rancho Cucamonga

Licensed insurance agent providing supplemental benefits to Union members.

Coordinated with potential clients to present our products.

Enrolled new clients, collected premiums, scheduled physicals, and designated beneficiaries.

Responsible for servicing all existing clients, including death/injury claims, and information and policy changes.

DISTRICT MANAGER, MANAGER - 9/94 to 10/95 & 7/96 to 8/98

Java City Bakery Café, Los Angeles

Total financial responsibility for 7 locations, including budgeting, labor, food cost, store expenditures and net profit.

Accountability for profit and loss statements totaling $400,000+ per month.

Implemented all aspects of human resources, including recruiting, hiring, and training and development.

Traveled throughout the company designing and rolling out holiday marketing programs.

Created a local catering program that was later adopted in other stores throughout the company.

Planned, tested and implemented a system of customer service and speed of service that was adopted as the

standard procedure in the rest of the company for all high volume cafes.

DISTRICT MANAGER, MANAGER- 2/88 to 7/94 & 10/95 to 7/96

Mrs. Fields Cookies, Southern California

Supervised 10 locations encompassing the greater Los Angeles area.

Created local store marketing throughout the district.

Developed weekly financial goals for each café, including sales, labor and food cost.

Motivated my team to meet and exceed company expectations

Directly responsible for all aspects of P&L performance.

Responsible for all hiring and developing of team members in the area.

EDUCATION

Business Administration

Pasadena City College, Pasadena, California

REFERENCES AVAILABLE UPON REQUEST

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