Customer Service Manager
Resume:
Mark E. Smith
**** ********** *****, ******, ** *5080
205-***-**** ~ abm4xk@r.postjobfree.com
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Career Profile
Results-driven Manager eager to contribute expertise in Business
Development, Operations Management, Fiscal Administration, and Human
Resources toward collaborating with a progressive organization in
optimizing bottom-line performance.
Profit & Loss / Labor Costs / Operations / Productivity / Inventory
Management
Expenditure Reduction / Accounts Payable and Receivable / Purchasing
Advertising / Human Resources / Public Relations / Recruiting /
Professional Development
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Significant Accomplishments
V Demonstrated strong customer service ability by reducing customer
complaints and growing sales by 30% over 2 year span.
V Converted an underperforming operation as the Director of Operations
by implementing marketing strategies to insure sales growth of all
units.
V Spearheaded the construction and startup of USDA approved commissary
within time and budget constraints with 100% compliance with USDA
regulations.
V Headed up the team that received the "Team of the Quarter" award.
V Recognized an increase in business referrals and retention after
catering an event 2000+ attendees.
Professional History
Pilot Travel Centers
General Manager, 2006 - 2010
. Determined goods and services to be sold, and set prices, based on
forecast of customer demand which usually amounted to 2000 customers
per day.
. Coordinated activities of businesses concerned with customer service,
fuel marketing, and operations management.
. Reviewed financial statements, sales and activity reports, and other
performance data to measure productivity and goal achievement and to
determine areas needing cost reduction and program improvement.
. Managed staff of travel center and restaurant, preparing work
schedules and assigning specific duties.
Dave and Busters Restaurant
Restaurant Manager, 2006
. Directed and coordinated financial and budget activities to fund
operations, maximize investments, and increase efficiency for each
department.
. Established and implemented departmental policies, goals, objectives,
and procedures covering banquet service, kitchen, game area, dining
room and tech services.
. Determined staffing requirements, and interview, hire and train new
employees, or oversee those personnel processes.
. Planned and directed activities such as sales promotions, coordinating
with other department heads as required.
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Bricks Caf
Owner / Operator, 2003 - 2006
. Planned, directed, or coordinated operational activities for new and
existing units at the highest level of management with the help of
subordinate managers.
. Coordinated financial and budget activities to fund operations,
maximize investments, and increase efficiency.
. Analyzed operations to evaluate performance of company and staff in
meeting objectives, and to determine areas of potential cost
reduction, program improvement, or policy change.
. Implemented policies, objectives, and activities to ensure continuing
operations, to maximize returns on investments, and to increase
productivity.
. Directed and coordinated activities of concerned with promotions,
pricing, sales, or distribution of products/services.
BJH Inc.
Operations Manager, 1999 - 2003
. Demonstrated dynamic leadership skills in simultaneously steering
operations of 4 highly successful companies
. Accountable for the operation associated with the startup of Nashville
Smokehouse Commissary and Blue Heaven Catering.
Amerigo Restaurant
Asst. General Manager / Head Chef, 1995 - 1999
. Oversaw human resources activities, including the approval of human
resource plans and activities, the selection of managers and other
high-level staff; handled inventory control, P&L, guest relations, and
new menu development.
Additional Experience
Wilson Sporting Goods / Injection Press Operator
Averitt Express / Lead Dock Associate
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Education
Union University
Bachelor of Science in Business Administration
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