Customer Service Manager

GARY KREECK

*** ********* ***** ***** - **. Charles, MO 63303

713-***-**** (c) - abm3b8@r.postjobfree.com

Target Position - SENIOR OPERATIONS EXECUTIVE

National and International Experience

Management executive experienced leading successful turnaround companies.

Capitalize on market opportunities to drive revenues, profits, and growth.

Produce desired results by leveraging resources, maintaining tough expense

control, managing merchandise effectively and setting clear expectations.

Strong general and P&L management.

. Leadership - Positioned three businesses for successful sales.

. Entrepreneur - Became the "in" place for prominent business people,

political figures, media personalities, and professional athletes as

well as the high school and college crowd, 2003-2007.

. Team Building - Built and led French operations team for new business

concept in preparation for franchising, 1996.

. Customer Service and Customer Relations - Cut customer service time

25% by initiating the use of a computer system to track merchandise,

1989.

AREAS OF EXPERTISE

Strategic Planning - Multi-Site Operations - Strategic Alliances - Finance

and Budgeting

Organization Design and Development - New Business Development - Logistics

and Distribution

PROFESSIONAL EXPERIENCE

AMF BOWLING, INC., St. Louis, MO, 2007-2008

Midwest Operations

Recruited to initiate tactics to leverage the performance of the worst

operational area in the Central Division. Exercised control over resources

and planning. Directed bowling operations, restaurants, lounges, vending,

pro-shops, and facilities in a 4-state district. Served on three-member

committee to enhance food & beverage revenue through implementation of best

practices, innovation of new practices, and re-direction of staff assets.

Held $8 million P&L budget responsibility with 12 general managers and 330

employees.

. Moved operational area to #4 out of 9 in 10 months with upward trend

continuing.

. Catapulted training compliance from the worst in the Region to #1 at

97% within 9 months through constant monitoring and mentoring.

. Reduced food costs 8.7% and liquor costs 9.3% plan within 10 months

through training, goal setting, mentoring, and sharing of best

practices.

. Held revenue decrease to 50% of customer drop by redirection of

revenue stream to food & beverage through timely adjustments while

simultaneously maximizing bowling revenue.

. Rebuilt bowling centers' management staffs from 50% to 100% of

qualified and trained general managers.

Boulevard Caf and Bakery, Houston, TX, 2003-2007

Owner and Operator

Provided outstanding food and lights-out service in an overtly inviting

environment while attaining consistent revenue growth. Engaged in short- to

medium-term strategic planning. Major clients included Unocal, Fluor

Daniel, Schlumberger, Sugar Land Houston Unified School District along with

various churches within the Galveston/Houston Archdiocese and local

synagogues. Held full profit and loss responsibility for $500,000 budget

with 13 employees.

. Grew revenues up to 11% annually for five years through attention to

food quality, service, and promotions.

. Generated 13% in additional revenues by expanding business to

capitalize on individual and corporate catering, including

pharmaceutical sales lunches, bar and bat mitzvahs, graduations,

corporate functions, cafeterias, retail outlets, churches, and

government functions as in-house dining declined 2%.

. Voted "Best Bagels in Houston" three consecutive years by the Houston

Press.

. Positioned business for successful sale.

RentWay Rent-To-Own, Houston, TX, 2001-2002

Divisional Vice President, South Texas

Promoted to VP of the worst performing Division in the company to actively

turnaround the asset reporting integrity, training, staffing, marketing,

and operational performance. Collaborated with others to achieve objectives

in a participative management style. Oversaw the training resources

dedicated to fulfillment. Reported directly to the COO. Held budget P&L

responsibility with 8 regional managers and 450 indirect reports at 54

stores with $40 million in revenues.

. Reconfigured an inefficient 54-store Division into a geographically

logical, customer-centric tight, efficient operating structure within

90 days of taking control.

. Developed and promoted one manager to Regional Manager and 23 hourly

employees to management positions while maintaining 95+% training

compliance within a 6-month period.

. Slashed operating losses 45% within six months by adherence to

consistent inventory reporting integrity, training methods, and

welding the management structure into a cohesive group with common

goals.

. Positioned company for profitable sale in less than one year.

Shastar Rent-To-Own, Dayton, OH, 1998-2001

Director of Store Operations

Recruited to enhance operational phases of privately held retail company

consisting of 57 stores in two states. Leveraged revenue, costs, and

profitability through management recruitment and development, operational

compliance to standards and best practices, design of revenue enhancing

programs, and world-class execution. Acted as point person for initial

store site evaluation and selection. Served as Operations representative on

the Senior Management Board. Held P&L responsibility for budget with 8

regional managers and 335 employees.

. Increased revenue 5+% on a cost basis of less than 20% of revenue

produced with no inventory cost or liability by sourcing, adapting,

and implementing an add-on customer benefits program

. Grew collected revenue 1.8% the first year with no additional cost

plus an increase of customer retention of 8% by developing, training,

launching, and measuring revenue collection program.

. Slashed depreciation costs 6% by reducing inventory carried, more

efficiently deploying assets, and recognizing property losses on an at-

the-time basis after recovery procedures.

. Drove renewal 12% by designing and implementing customer reward

program for renewing rental agreements.

. Positioned company for successful sale in three years.

Previous positions held - Thorn - (DBA, Rent-A-Center, Thorn International

Rentals, Remco and Crazy George's). VP Operations, Managing Director,

France; VP Operations Administration, England, Crazy George's, U K, 1995-

1998; Director of Operations, Houston, 1992-1995; Director of Operations

Administration, Wichita, 1989-1992; Regional Director 1987-1989 and Zone

Manager, Cincinnati, 1985-1987. Other experience in multi-unit supervision

of restaurants and cafeterias with industry leaders.

EDUCATION

Bachelor of Science degree, Psychology, Weber State University, Ogden, Utah

Senior Management Course, 1997, Ashridge Management College, Hertfordshire,

England. Equivalent to the Senior Management Course offered by Babson

Business College.

CIVIC AND COMMUNITY INVOLVEMENT

Houston, TX, 2003-2007 - Exchange Club. Chamber of Commerce. Co-sponsor of

twice yearly Red Cross Blood Drive. Santa's Exchange. Walk To De-feet ALS.

Spay-Neuter Assistance Program (SNAP). Work-Credit Programs (DECA).

Sponsored and hired students. Sponsored school events in over 20 local

schools.

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