Manager Customer Service
Resume:
Objective
I am currently seeking a multi unit retail management role where I can
effectively utilize my expertise in human relations, project management,
people management, staff recruitment, retention, customer satisfaction and
bottom line profitability. I consider myself a very ambitious and
passionate individual who is a self-motivator and results oriented
professional who contributes to overall operational efficiencies as well as
bottom line profit to the organization in any role or department.
Experience
DAC Finance, LLC Director of Operations February 2006 - September 2009
Worked for two energetic entrepreneurs in various businesses including a
Motocross Race Team, where I was the Director of Marketing; a small call
center operation, serving as the Director of Operations, and a third party
verifications operation located in Greenville, Delaware.
In January 2009, embarked on a new venture, DAC Finance, a third part
verification service. As the Director of Operations, my responsibilities
remained unchanged as with the other business ventures. My duties
included, but were not limited to:
0. Preparation and disbursement of all daily financial reporting,
0. Relationship management with both clients and suppliers, including lead
providers, ACH providers and outsourced call center operations,
0. Oversaw the complete daily operations of the business including the
human resources, customer service, legal, bookkeeping and verifications
departments as well as overall office operations.
0. Upon direction of the owners of the company, was also responsible for
any special projects, contract negotiation, policy creation and
implementation and other project management duties as assigned. All of
the projects were done with a deadline, of which none were ever missed
and often delivered earlier than expected.
0. Consistently involved in personnel business including recruiting,
hiring, training, motivating, disciplining, counseling, employee
recognition, employee retention and relationship cultivation.
Sunoco, Inc. March 1993 - February 2006
National Category Manager (Food Service) / National Marketing & POS May
2003- February 2006
0. Was promoted from regional merchandiser to national category manager in
Philadelphia, requiring a move from Ohio to Philadelphia. During my
time in this position, I oversaw and initiated new food service
programs in the APlus convenience store chain, both corporate locations
and franchisees. This included program development, vendor relations,
economic analysis and program execution.
0. Was the category manager for the roller grill program, breakfast
sandwich, on-site bakery program, prepared sandwiches as well as
numerous other retail food products within the c-stores. Completed all
program development, implementation, training and execution at the
store level as well as financial analysis of the categories making
amendments for optimal financial performance.
0. Constructed plan-o-grams for my categories and effectively communicated
any changes with the operations team to guarantee implementation.
0. Was the point person within the marketing department for the
construction of the monthly marketing planner summarizing all
promotions with pricing, promotional retails, economic analysis,
promotion specifics and point of sale accompaniments.
0. During my final two years with Sunoco, I also managed and was the point
of contact for all interior and exterior store location POS, including
relationship management with art directors, equipment suppliers, sign
manufacturers and all category managers to appropriate the POS with
their programs effectively and efficiently. Sunoco's POP provider was
an in-house vendor whose relationship management was my responsibility.
0. Spearheaded, along with the procurement department, the bidding process
for new exterior and interior signage at all retail locations including
fuel dispenser signage, cooler POP and permanent tobacco signage all of
the retail locations.
Regional Merchandiser (Ohio, Kentucky, Michigan) September 2001 - May
2003
0. Handled all merchandising activities for over 100 stores in the Sunoco
MidAmerica region. Vendor contact, economic analysis, store reset and
monthly purchasing and promotional development were all under my
umbrella.
0. Within the MidAmerica Division, was the marketing liaison between
division operational personnel located in Toledo and the national
marketing department located in Philadelphia providing to national
marketing with promotional execution comparisons within each district
(Cincinnati, Columbus, Dayton, Toledo, Cleveland and Detroit).
0. Personally confirmed execution of national corporate marketing
initiatives on a monthly basis at each location in each district.
District Operations Manager (Cleveland, OH) March 1997 - September 2001
0. Oversaw the complete operations of 15 corporately operated locations in
the Cleveland market. This included recruiting, hiring, training,
counseling and encouraging facility managers and hourly employees;
enforcing corporate marketing programs while encouraging creativity in
individual neighborhood markets to increase sales. Consistently
exceeded sales goals in both gasoline and merchandise sales in my
locations, earning the Corporate Diamond Award in 2001.
0. Hired, trained, motivated and coached 15 managers and 15 assistant
managers to higher sales, greater understanding of the business and
knoeldge of the profit and loss performance of each location.
0. Held monthly store management meetins to review performance, year over
year and month over month of the profit and loss statement. Also
continuously reviewed the performance of national marketing initiatives
to ensure my district was performing at its peek.
Store Manager (Various stores in the Cleveland, OH market) March 1993 -
March 1997
Education
Tiffin University, Tiffin, OH January 1998 - May 2001
Having completed enough credits at Lorain County Community College in an
unrelated health field, I enrolled in the accelerated Bachelor Degree
Program at a satellite campus of Tiffin University. I hold a Bachelor of
Business Administration Degree with an emphasis on Organizational
Management, which I received in May 2001.
Lorain County Community College August 1988 - January 1998
Enrolled directly after high school and received my Certificate of
Completion in the Allied Health Phlebotomy field in October of 1996.
Working simultaneously, I was awarded a promotion at Sunoco and decided to
return to school in 1998 to pursue my Business Degree.
Skills
I pride myself on my ability to manage people, projects and relationships.
I enjoy being a detail oriented leader in the organization, but also strive
to take direction from senior management professionally and effectively
always seeking to get the best results in the most efficient timeframe
while producing the results the company is moving towards - operational
efficiencies, increased customer satisfaction, employee satisfaction,
reduced costs and overall bottom line profitability in any type of economic
environment. My management style encompasses 3 - F's - firm, fair and
friendly - to motivate and coach my managers to exceptional performance.
References
Pastor Paul R. Pinkerton Theresa M. Cassidy
Senior Pastor, Oxford Church of the Nazarene Operations/ HR
Manager DAC Finance, LLC
116 Locust Street 4001 Kennett Pike,
Suite 134-433
Oxford, PA 19363 Greenville, DE 19807
Phil Smith Amy Marshall
Personal Friend, Firefighter Personal Friend,
Marketing Manager (OCN)
6 Griest Road 101 Sebastian Drive
Nottingham, PA 19362 Oxford, PA 19363
Traci Johns Jeff Hassman
Financial Analyst, Sunoco Inc. Channel Marketing
Manager, Sunoco, Inc.
3535 Pine Street 1701 Market Street
Cogan Station, PA 17728 Philadelphia, PA
19103
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