Customer Service Manager

Jim Mott

**** ********* ***** ******: 330-***-****

Stow, OH 44224 Home: 330-***-****

******@***.**.***

Product Manager

Highly accomplished executive with record of success orchestrating

initiatives which increase efficiency and bottom line profits for companies

including BP. Award-winning leader with proven ability to motivate and

guide teams to exceed company goals and improve customer satisfaction.

Skilled in turning around underperforming operations, analyzing issues, and

developing solutions in a timely manner coupled with a B.S.B.A. in

Marketing & Advertising. Areas of strength and expertise include:

Strategic Business Planning ( Team Building ( Budget / P&L / Cost Control (

Product Management ( Customer Service Development ( Change

Management ( High-Impact Presentations ( Auditing / Regulatory Compliance (

Issue Resolution ( Staff Development Training ( Promotions Management ( Key

Account Development ( Leadership & Supervision ( Research & Analysis (

Sales & Marketing Planning ( Pricing

Career History

EZ Energy USA, OH ( 2009 - Present

Private Gasoline Company with operations in Ohio & Pennnsylvania; over

$100M in revenue.

District Manager

This is the same position as with BP. I was retained with EZ Energy when

BP consolidated their company owned stores. Direct team of 13 Managers

responsible for 13 company-owned convenience stores and 150 employees in

Cleveland / Akron area. Develop and administer action plans for operation

improvements, monthly work plans, team meetings, and division

presentations. Oversee store / territory budgets, site expenses, daily

profitability, and monthly auditing. Train and evaluate staff, ensure

territory safety, and remain on-call 24 / 7 to resolve situations as

needed.

Selected Achievements:

. Orchestrated smooth transition and kept product loss below company

goal during divestment of 35 sites in Cleveland/Akron market by

providing ongoing leadership and guidance to Managers, retaining all

in conversion process.

. Decreased labor costs by 25% by streamlining the labor model and

implementing it site by site.

. Achieved 99% on Helios Shops, averaged over 92% on 10k compliance

shops by performing monthly audits to ensure stores were performing to

standard.

BP, Cleveland, OH ( 2005 - Present

One of the world's largest energy companies; over $291B in revenue.

Company Account Executive

Direct team of 16 Managers responsible for 16 company-owned convenience

stores and 185 employees in Cleveland / Akron area. Develop and

administer action plans for operation improvements, monthly work plans,

team meetings, and division presentations. Oversee store / territory

budgets, site expenses, daily profitability, and monthly auditing. Train

and evaluate staff, ensure territory safety, and remain on-call 24 / 7 to

resolve situations as needed.

Selected Achievements:

. Orchestrated smooth transition and kept product loss below company

goal during divestment of 22 sites in Canton market by providing

ongoing leadership and guidance to Managers, retaining all but 1 in

conversion process.

. Placed first of 7 territories in Safety Games Division Championship by

coordinating team meetings to analyze company safety manuals,

answering 59 of 60 questions correctly as a result of preparation.

. Increased sales of targeted products by 250%, the highest percentage

of any territory in Cleveland Division, by ordering additional packs

and ensuring staff offered 12 pack special to all customers.

Sunoco, Inc., Cleveland, OH & Pittsburgh, PA ( 2000 - 2005

Independent oil refiner and marketer; $40B in revenue.

Area Operations Manager (2001 - 2005)

Led territory of 12 gasoline station / convenience stores in Cleveland /

Akron area. Interviewed, trained, motivated, and evaluated 12 Managers /

direct reports. Managed annual budget as well as daily expense control,

profitability, and fuel street pricing. Performed monthly compliance

audits to ensure sites adhered to company and environmental standards.

Selected Achievements:

. Chosen to join Sunoco Diamond Club, company's highest honor, for

leading territory to increase profits by setting goals with Managers

to exceed targets in key areas including customer service, expense

control, shrink control, fuel sales, store sales, and store margin.

. Obtained highest increase in coffee sales out of 98 territories by

implementing suggestive selling by staff, weekly progress reports, and

adequate in-stock.

. Improved customer service in Sunoco A-Plus convenience stores to 92%

as Customer Satisfaction Champion for Mid-America division by giving

more responsibility and recognition to customer service

representatives, boosting morale.

Area Marketing Manager (2000 - 2001)

Coached 15 dealers / franchisees on daily street fuel pricing and served

as main company contact. Sold monthly promotions, completed weekly fuel

surveys, processed monthly franchisee royalty calculations, and conducted

monthly image inspections. Ensured compliance with company and

environmental policies.

Selected Achievement:

. Ranked in top third in 6-month training program and was only

participant selected to transfer to company operated division, a

position typically reserved for those with 3 years of experience.

National City Bank, Pittsburgh, PA ( 1993 - 2000

Financial services provider; $12.9B in revenue.

Retail Branch Manager

Developed staff of 8 Tellers and Customer Service Representatives and

supervised all additional staff. Prospected and closed commercial and

consumer loans. Responsible for branch profitability.

Selected Achievements:

. Turned around underperforming branch and increased loans by 30% in

first year by training and motivating staff to improve morale and

customer service.

. Earned excellent annual reviews and quickly progressed from Teller to

Branch Manager through diligence and proven leadership abilities.

Education

Bowling Green State University, Bowling Green, OH

B.S.B.A., Marketing & Advertising

Certifications

ServSafe Certified

Smith System Safe Driver Certified

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