Manager Customer Service
Resume:
David M. Casey
**** ********* *****, ***. ***
Cuyahoga Falls, Ohio 44224
abl3v3@r.postjobfree.com
Career Profile
Operations Manager with over eight years experience within retail,
operations and transportation leading up to 450 associates and 62+ MM in
annual sales. Recognized for the ability to analyze, identify and resolve
core causes of operational failures in a timely and effective manner.
Directly manages up to 2 senior supervisors and 13 supervisors with
responsibilities in inventory control & waste management, capital
equipment investment & maintenance, events planning, scheduling and
employee career development. Consistently receives and leads larger areas
of responsibility to install and drive the necessary changes to meet and
or exceed company standards. Enjoy the tearing down barriers of
mediocrity and leading successful change management initiatives to bring
about winning teams.
Key Strengths Include
. Change Leader
. Team Leader
. Operations Manager
Management Philosophy
In today's current economy the best way to succeed and to grow is to
ensure that all members of the company is wholly invested in providing
the very best customer service and value for the money to its
customers. Today's customers, as well as tomorrow's want a responsive
environment for their needs along with the best quality products
possible. It is my belief that an organization that is running a lean,
innovative and team oriented business will succeed and those that chose
not to will have a competitor that will.
A company cannot afford to allow mediocrity to penetrate any aspects of
its operations. Each team member must feel trusted and empowered to
express, seek out and develop new process improvements to meet the
customer's needs. Key to this trust is the knowledge that personal
accountability is in place for all team members equally. With this
trust a sense of community develops in the workplace. This creates a
culture of pride and allows for the celebration of individual and
company accomplishments to take place.
Examples of Accomplishments
Change Leader
. Redesigned and allocated more responsibility for Transportation
Service Representatives role to increase kiosk up time from 92% to 98%
and reduce overall service calls by 95%. This created an additional
10 - 15% revenue increase in all markets.
. Identified and executed the necessary changes in personnel, personnel
training and operations in the Tire & Lube Express department to bring
the department back to standard and beyond. These changes resulted in
the department leading in all measurable indicators for the 11 store
market as well as the region with leading financial indicators in add-
on sales and volume increases. This represented a 100% turn around of
this department in less than three months. Most importantly this
facilitated the growth rate of 150 - 200% of day-to-day revenue above
the previous year's business.
. Executed the cross-training of all associates within the Bakery
department. This allowed for a more streamlined and efficient
operation. This allowed for the sustainability of the department with
20% less labor hours.
. Led Safety Team on best practices to reduce back injury for associates
to drive down workman's comp. This initiative drove down the
percentage of workman's comp claims for this category by 95% through
the use of low cost simple fix.
Team Leader
. By effectively changing the role of the Transportation Service
Representative the atmosphere of camaraderie increased by 10 fold. In
some markets this changed saw two dysfunctional groups come together
to rally create super teams that went from an average up time of 89%
to 99% reducing customer complaints by 75%
. Consistently builds up the knowledge base of supervisors by 35-50% and
demonstrates ways to communicate effectively to reach their team
members to gain buy-in for change initiatives and increase individual
production by 20-30%.
. Removed obstacles in the form of underperforming personnel, adding key
pieces of equipment and demanding personal excellence from each team
member the overall production of the Tire and Lube Express Department
increased 3 fold. Resulting in a safer, quicker and customer
friendlier shop that saw a customer rating of 7.5 satisfaction rating
to 9.4 satisfaction rating out of 10 in three months.
. As a Safety Team leader in two large organizations I have ensured that
safety goals have been met through effective communication through out
the company. This included providing a monthly e-newsletter, creating
a Q&A forum and participating in an accident review board.
Operations Manager
. Increased customer satisfaction and customer demand of custom orders
of fried foods within the Deli department by 20% by increasing the
amount of oil changes from three times weekly to four.
. Decreased accident costs in the Tire and Lube Express department by
85% by repairing/adding equipment and instituting/adhering to the
personal accountability program.
. Reduced the number of product outs on the side counter from 150 to
less than 15 by aggressively maintaining the company guidelines.
. Passed every measure of inspection from both internal and external
agencies in regards to operational and food safety.
. Increased an average of 25 - 35% in sales for all departments being
overseen while increasing the labor hours by 10%. This is a testament
of selecting the only the right candidates and training them fully to
accomplish the goals of the team.
Career History
Assistant Manager/Over Nights, Wal-Mart #4342, Bedford, Ohio January 2008
- Present.
Currently responsible for the nightly restocking and management of a
62+MM retail store.
Over saw the management of the largest day time part of the store's
business as the Fresh/Consumables Manager who was directly responsible
for 55% of the store's sales. These departments pushed Regional numbers
for success under my tenure.
Over saw and brought about success to the former worst departments in the
market as a Hard Lines Manager. These departments came to be Market
leaders under my tenure.
Senior Transportation Service Representative, Coinstar Inc., Bellevue
Washington, June 2002 - May 2008.
Over saw the development, growth and maintenance of up to twenty markets
in the US in terms of operations and transportation needs.
I assisted in the training and setting up of third party vendors in new
markets.
Extensively routed and directed employee actions in order to meet company
expectations.
I carried over the philosophy as a Transportation Service Representative
of streamlining the field assets by adding on and implementing new job
duties to the job role of the Transportation Service Representative.
Transportation Service Representative, Coinstar Inc., Bellvue Washington,
August 1999 - May 2002.
Over saw a market that grew from 60 locations to 125+ locations.
Changed how this position was viewed by implementing new and added on job
duties to help streamline the position and the company assets.
Assistant Vault Supervisor & Coinstar Liaison, Metropolitan Armored Car
Inc., Broadview Heights, Ohio, October 1998 - August 1999.
Over saw the tracking and delivery of up to 15 routes for traditional
armored car routes.
Over saw the Coinstar account personally through setting up routes,
handling customer concerns and the servicing of the account.
Education
Bachelor in Science
University of Phoenix, 2007
Major: Business Management
Toastmaster Speaking Certificate 2007
What Others Say...
"I admire the fact that you can make your associates do what they need to
do rather than you doing the work for them." - Former colleague and now Co-
Manager
"He knows how to really talk to people to get the most out of them when
others don't." - Former Direct Supervisor
"He's the brains of the operations; I can't afford to lose my brain!" -
Store Manager
"David doesn't pull any punches; he will tell you what is what and offer
solutions to correct the errors being seen." - Store Co-Manager
"He has perhaps the best mind for business I have seen." - Business owner,
former direct supervisor.
"He has moved on from our departments and we want him back!" - Multiple
former direct supervisors.
"Has a real knack for delving into new subject matter and delivering on
that subject with a maturity beyond his years." - Former Business Partner
References Furnished Upon Request
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