Customer Service Manager
Resume:
Tim Kane
*******@*******.***
North Augusta, SC 29860
Management / Operations Specialist / Training
SUMMARY OF QUALIFICATIONS
Over 12 Years Professional Experience Including:
Project Management Customer Service/Sales Lean Ops/Cost
Efficiencies
Operations Specialist Management/Supervisor Analysis/Budgeting
Training & Development Leadership/Team Marketing/Merchandising
Building
PROFESSIONAL PROFILE
. Excellent communicator with the ability to organize and lead diverse
teams while ensuring projects are executed accurately, efficiently,
safely, and on time.
. Organized and detail oriented individual with ability to optimize
operations and productivity.
. Possess clear vision for executing projects with aptitude to establish
goals, develop, monitor, adapt strategies, and provide detailed
reporting to team members and upper-management.
. Results-oriented leader committed to building and maintaining strong
employee / client relationships.
. Proven ability to successfully supervise, train, and develop others.
. Superior interpersonal, writing, and presentation skills.
PROFESSIONAL EXPERIENCE
Ops Field Support Specialist
. Project Manager responsible for supervising field projects as assigned
by the Operations Department including, but not limited to the
successful execution of workflow process initiatives, new store
openings, acquisitions, and relocations, etc.
. On-site and remote leadership and support to field management.
. Primary contact between field management and corporate contacts.
. Capitalized on the primary functions of all involved corporate
departments to ensure the success of the task/project at hand.
. Observed, documented, and reported project findings to
corresponding department(s) and upper-management, including
workflow process inefficiencies and recommendations, IT issues,
product and materials considerations, etc.
. Served as mentor to field management pertaining to store operations,
projects, and training initiatives.
. Project team member that contributed to development and company roll-
out of workflow process initiatives that achieved a company cost
savings of $4M in 4th quarter of 2008.
. Project lead for 3 Regions consisting of approximately 270 stores that
resulted in the successful and timely execution of the "workflow
processes" initiative.
. Managed all operational and analytical aspects for store liquidations
in 2008 and 2009 achieving average store revenue comps of 177%.
. Managed positive store comps in the company's sole Outlet Store in
2008 by providing ongoing operational support, product analysis,
marketing, implementation of monthly sales promotions, etc.
. Project lead on the development and execution of a Field Survey that
identified and helped resolve key operational issues associated during
network roll-out of the company's Game Zone brand.
Field Trainer
. Led and supported regional training initiatives and programs to
approximately 12 District Managers and 150 stores in North Carolina
and South Carolina.
. Reviewed field assessments with Region Manager to target and execute
specific training needs in areas including, but not limited to
performing accurate inventories, loss prevention, shrink reduction,
sales, customer service, cash management, merchandising, and employee
development.
. Served as a corporate store auditor.
. Selected to assist with the development of a new company-wide store
level training program.
Training Store Manager
. Recruited, trained/developed, and supervised a successful team with
minimal turnover.
. Increased total store revenues by 40% during 4 year tenure.
. Monitored controllable expenses to maximize store cash flow.
. Awarded Top Performing Store in the region 2 years in a row (150+
stores).
. Controlled inventory and reduced shrink to less than 1%.
. Responsible for all aspects pertaining to store operations including
cash and inventory control, workflow process efficiencies, loss
prevention, customer service, P&L, marketing, and safety.
. Consistently met promotional goals through personal selling, staff
motivation, and training.
. Routinely ranked in the Top 10 out of approximately 1000 stores in the
company's priority quarterly sales promotion contest.
. Worked to improve standard review scores through continuous training
and store improvements.
1 of 3 store managers throughout the company asked to participate in
the implementation of the company's 1st formal Training Store Manager
Program.
. Thoroughly and accurately trained new store managers.
. Worked as a mentor for other store managers in the area.
. Promoted 5 out of 5 assistant store managers into a store manager
role.
. Primary focus to provide consistent and exceptional customer service
to all patrons EVERYTIME!
PROFESSIONAL HISTORY
Ops Field Support Specialist:
. Movie Gallery (Dothan, AL)
. Jan. 2004 - Apr. 2009
Field Trainer:
. Movie Gallery (Dothan, AL)
. Apr. 2002 - Jan. 2004
Store Manager:
. Movie Gallery (North Augusta, SC)
. Feb. 1998 - Apr. 2002
Senior Assistant Store Manager:
. Movie Gallery (Martinez, GA)
. Mar. 1997 - Feb. 1998
Customer Service Associate:
. United Artists Theaters (Augusta, GA)
. 1990 - 1997
EDUCATION
University of South Carolina at Aiken (Aiken, SC)
Bachelor of Science in Business Administration / Marketing (GPA - 3.3)
REFERENCES
Available Upon Request
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