Customer Service Manager

CARL J ERIKSON

**** * ******* *** *******, AZ ***41

602-***-**** **********@*****.***

Exceptional operations executive with proven track record of results in

complex environments. Equipped with a toolbox of ideas for leading

companies towards business expansion, training, sales growth, and

operational efficiency. Change leader skilled in taking charge of every

facet of operations, from minding operations clockworks to entrepreneurial

presentation. Provide leadership, technical implementation, and staff

development. Profit-oriented manager with a passion for challenge and

commitment to enhancing cost effectiveness while exceeding company

objectives.

KEY QUALIFICATIONS

Product Brand Program/Project Operations

Management Management Leadership/Management

Excellent Public Speaking Quality Assurance

Interpersonal Skills

Market Trend Design Instructional Process Improvement

Identification Workshops

Business Channel Recruitment and Business Turnarounds

Development Training

Certified Trainer Budget Profit and Loss Startup Leadership

PROFESSIONAL EXPERIENCE

YUM Brands - Phoenix, AZ

RGM

Leading a team at the second highest volume KFC/Taco Bell store in the

Phoenix marketplace. Daily assessment of restaurant performance in regards

to operational procedures. Provide directional training of employees to

ensure increased employee commitment and competence.

Oppenheimer Partners Properties LLP - Phoenix, AZ 2006-2009

Director of Operation

Responsible for the supervision of the overall operation and the

redevelopment of a 184 multi housing property. Required on-going

successful one-on-one communication with existing and potential clients

ensuring resident satisfaction. Fiscal oversight including income

maximization and expense control, work with the owners in preparing and

executing marketing plans, preparing budgets and monthly financial

accountability of a $7 million renovation project. Acted as liaison between

the project lender's and the owning entity on multi site locations.

Property operations/owner asset protection, processing payroll, accounts

receivable, and accounts payable in a timely manner.

Stewart Cooper & Coon - Phoenix, AZ 2004-2006

Director of Candidate Placement

Focused on people solutions while utilizing operations experience to

establish a new department. Developed and trained a successful team that

functions independently as virtual end user contractors. Worked with the

executive committee to garner buy-in prior to implementation of tactical

improvement. Monitored and tracked team of 12-15 to validate weekly

results. Researched and arranged interviews at target companies penetrating

the "unadvertised" job market by executing timely, efficient and effective

placement strategies.

Aspire - Phoenix, AZ 2003-2004

Director of Possibilities

Developed and facilitated one-on-one and group workshops that offered

revenue growth, strategy, and marketing in an unconventional style and

partnership approach to training. Programs focused people on solutions.

Best Western International - Phoenix, AZ 1992-2003

District Manager, Member Relations

Liaison for over 390 hotel properties and management companies, protecting

shareholders interest. Communicated corporate philosophies, programs, and

services. Utilized creativity, decision-making, and judgment skills to

promote successful marketing. Produced and facilitated state and regional

meetings. Ensured timely resolution to concerns and needs. Co-hosted

monthly new-member orientation training program.

Marketing Reservation Representative

High-volume, fast-paced and deadline-oriented environment providing

consulted with property owners and management team sharing marketing

strategies. Coached owners through operational usage of Property Terminal

Unit over the telephone (CBT)while promoting a yield philosophy.

Hospitality Trainer

Developed curriculum and delivered imaginative, innovative and productive

orientation programs in hotel operations. Created training classes to

further the development of new managers and taught each session on topics

ranging from CBT, communication skills to marketing solutions. Visited

locations nationwide to troubleshooting and solve problems, such as

customer service issues and how to inspire top performance in others.

SKILLS: Coaching & Academic Training ? Public Speaking ? MS Office - Word,

Excel, PowerPoint ? Quality Control ? Marketing ? Yield Management

CERTIFIED: DDI Certified Trainer ? Certified Hotel Administrator ?

Certified Rooms Division Executive

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