Customer Service Manager

Jeffrey J. Huseman

*** *. ****** ******, ********, AZ 85224

Cell: 815-***-**** Home: 480-***-****

********@***.***

SUMMARY

Over 20 years Senior Executive experience as an energetic and innovative

Operations Manager and Customer Experience leader. Proven track record in

developing the operational excellence of people, process, policies,

technology, and systems to drive the customer experience and generate

company growth. Outstanding leadership skills in establishing a successful

culture that fosters teamwork, continuous improvement and development of

personnel.

. Business Management

. Budgeting/Forecasting

. Training and Development

. Strategic/Financial Planning

. Cost/Labor Control

. Team Building

. Branding/Positioning

. Sales/Marketing

. Customer Care

PROFESSIONAL EXPERIENCE

BUSINESS MANAGEMENT / FINANCIAL

. Accountable for day-to-day operations, profitability and growth for

$3M multi-unit department including revenues, expense, payroll,

forecasting, inventories, sales verification and P&L performance;

achieved $350K net financial improvement for 2009 - 2010 fiscal year.

. Directed the research, compilation, analysis and reporting of various

operational data from multiple sources, including sales, efficiency

and profit statistics to establish pricing on products and programs;

assessed business opportunities, benefits, risks, and success factors

of potential applications.

. Assessed and evaluated equipment needs; negotiated and approved

equipment leases and purchases; determined resource plans for $300K

annual capital budget and the justification to support capital

investments.

. Communicated operational deficiencies to board of directors using

statistics to report trends and initiate changes for lasting

improvements. Developed and maintained operational performance

metrics.

. Sold company to park district by coordinating a successful $5.7M

public tax referendum

. Guided the development and budgeting of annual marketing plan that

resulted in more effective use of resources

. Recognized by Village of Huntley in 2002 with "Good Business Neighbor"

award for hosting free community event fundraisers

. Proficient in Microsoft Office Suite including Word, Excel, Outlook,

PowerPoint and Publisher; POS software including RecTrak and Windows

environment products; and financial software including MSI

SUPERVISION / LEADERSHIP

. Created a successful company culture in a fast paced highly flexible

environment built around exceptional customer care, teamwork and

problem resolution to drive service-based competitive edge.

. Responsible for the supervision, direction and motivation of 4

departmental supervisors and 85 associates; and recruiting, hiring,

training, development and scheduling. Assessed and documented proper

termination procedures according to policy.

. Directed and supervised associates in all financial activities

effectively and in accordance with policy including cash handling

procedures and reporting, safety control policies, deposit control,

price changes, and merchandise handling; ensured all POS transactions

were completed accurately and in accordance with policy.

. Developed and implemented policies, procedures, property audits and

training materials to improve departmental risk management score by

10% and achieve highest departmental rating in company. Ensured

compliance with all labor and safety guidelines, loss prevention

policies, operating procedures and controls; conducted associate

training as needed to reinforce proper controls.

. Consulted to board on successfully changing the profile, internal

structure, and culture of department to reflect its new business

strategy.

. Monitored staff activities and productivity; acknowledged and

communicated performance to staff; motivated and coached staff to

achieve full potential.

CUSTOMER SERVICE

. Sold the concept of front line service training via online learning to

independent operators for the first time in industry history and

trained 1,100 associates in how to deliver a unique and entertaining

customer experience.

. History of successfully using a compelling customer experience to

drive company growth through customer loyalty, referrals and retention

by focusing on proactive service, consistent execution, good

housekeeping, communication, assistance and problem resolution.

. Improved customer experience rating by 9% in one year by implementing

guest survey reporting process to track and monitor customer

perception.

. Interfaced and communicated with customers on daily basis and

frequently reviewed customer program for continuous improvement.

. Maintained a visually appealing store, ensured proper housekeeping,

visual merchandising, and organization were kept to the highest

standard. Responsible for inventory management and merchandising

practices.

. Maintained a friendly, efficient, safe and appealing environment for

associates and customers; and encouraged, through leadership and

example, welcoming and assisting all customers in a timely manner.

WORK HISTORY

DUNDEE TOWNSHIP PARK DISTRICT, Carpentersville, IL 2007 - 2010

Director of Golf Operations

HUSEMAN CONSULTING SOLUTUTIONS, LLC, Crystal Lake, IL 2003 -

2007

Owner, Business Consultant, Turnaround Implementation

PINECREST GOLF CLUB, INC., Huntley, IL 1988 - 2003

Principal / General Manager

EDUCATION

Bradley University - Mechanical Engineering Program

Illinois Institute of Technology - Mechanical Engineering Program

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