Customer Service Manager

Christopher D. Kohnke

**** ********** ** 832-***-****

Katy, Texas 77450 abm3d2@r.postjobfree.com

PROFESSIONAL PROFILE

A highly effective and results driven Retail Manager with a proven record

of sales growth and success in turnaround management and building

businesses from startup to profitable operations in highly competitive

environments.

BACKGROUND SUMMARY

More than Fourteen years of Operations Management and Personnel Development

experience includes

:

Multi-Unit Management Loss Prevention/Interrogations Efficiencies Best

Practices

Recruiting/Hiring/Tra Office Operations New Store Openings

ining

Communications Merchandising Expert Product Training

Coaching

P & L Analysis Employee Training / Coaching Expense Control

Inventory Control Process Development Succession

Planning

Business Plan Financial Reporting Local Marketing

Development

EMPLOYMENT HISTORY

Check Into Cash, Houston, Texas 2009

District Manger

Supervising 12 locations, worked to improve all sales results and expense

control. Responsible for all banking audits, loan processes, facilities

management, and human resources execution.

. Helped lead the stores to better sales behaviors, re-staffed the

stores with higher quality employees, and implemented more efficient

facilities expense control through effective sales coaching, follow-up

on execution and improved accountabilities for lower performers.

Result: Locations posted best collection numbers in nearly all

measurable areas in South West Houston Region for last 6 months

impacting overall operations dollars by 100%.

Bob Leared Interests, Houston, Texas 2007 - 2009-Contract

Business Consultant

Corporate strategist, tasked with collaborating with clients to create and

implement strategic operating plans to ensure success in a highly

regulated, low margin market space.

. Redesigned internal office processes and restructured the support

staff to improve efficiency and raise customer service levels.

Realigned clerks and consultants into teams for better efficiency and

improved accountability. Implemented customer service performance

standards. Result: Taxpayer and client complaints have decreased each

month since tracking began.

Public Storage, Houston, Texas 2006 - 2007

District Manager

Full operating responsibility for 12 self-storage warehouses with more than

9,000 rentable units. Worked directly with unit managers and ensured all

operations were in conformity with corporate standards.

. Partnered with Regional VP to help rebuild a field staff with numerous

open positions and low morale. Recruited and hired high-potential

employees and ensured that all new-hires were trained correctly, in

optimum environments for an ample time period. Result: Created a

highly effective core team which provided support to other districts

with no "ramp-up" time.

Blockbuster Entertainment, Various Locations 1995 - 2006

District Manager, Houston, Texas and Birmingham, Alabama (1998 - 2006)

Oversaw the total operations of up to 30 Blockbuster locations.

Christopher D. Kohnke Page Two

Blockbuster Entertainment

District Manager - continued

. Implemented a company new store concept Pilot Program. Brought

together the top Managers from three districts and outlined a plan to

assist and coach them through the program implementation. Result:

The program was successfully rolled-out, on time in all 30 outlets.

. Turned around an underperforming district. Upgraded staff, improved

training compliance, re-merchandised all stores and refocused the

effort on sales and customer service. Result: The district realized

131% achievement of Operating Margin Budget after first full year.

This was the first time the district had met goal in four years.

. Opened a Store-in-a-Store pilot program in small outlying city.

Recruited and hired staff in the surrounding areas and provided

training in nearby stores prior to actual opening. Used a team of SMEs

to set-up store and ensure new staff would be set up for success.

Result: Store opened ahead of schedule and posted 145% of Operating

Margin Budget in first 6 months of business.

. Established District record sales for weekend sales promotion.

Recognized that biggest opportunity for improvement was first-day

sales, which in the company, were typically softest due to lack of

preparation. Called an all hands-on-deck "pep rally" meeting for store

managers and senior assistants. Split the District and named two

district captains, tasked with picking the SM's for their team and

required plans be created to implement best practices and get the sale

off to a strong start on the FIRST day. Brainstormed best practices

as a team. Recorded commitments for processes and sales goals and had

the teams sign for the commitments. Result: First day sales for

District 134 were best in the Eastern Division. The district finished

the Bundle Promotion with the highest sales in the Southern Area and

finished top 10 in entire company. Two stores in the District were in

the top 20 Stack ranking. Received District Manager MVP award from

Area VP at annual meeting

RANDALLS Grocery-UPC Manager, Austin, Texas (1991-1994)

RANDALLS Grocery -Stocker, Houston, Texas (1988-90)

EDUCATION

University of Texas at Austin

AWARDS

MVP Regional Award, 2004

Top Ranking Leaders Award, 2002

Regional Store Manger of the Year, 1997, 1998

Regional Quality of Operations Award, 1997

District Store Manager of the Year, 1996, 1997

Best at G.U.E.S.T., Regional Customer Service Award, 1996

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