Manager Customer Service

***** ************ **. . ************ ** . *****

Phone 859-***-**** (cell) 859-***-**** . E-mail

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

Jennifer Knotts

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. Results driven dedicated professional with a track record of achievement

in Retail/Restaurant Management & Operations.

. I have a verifiable talent for maintaining profitable operations with

success. I'm an articulate communicator & effective trainer skilled in

achieving employee buy-in on organizational goals.

. Comprehensive background leading all aspects of operations (e.g., P&L,

merchandising, sales, customer service, inventory, personnel and payroll

management) and extensive retail management training.

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CORE SKILLS INCLUDE

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Retail/Restaurant Store Customer Service Excellence &

Operations Loyalty

P&L Management/Budget Cost Teambuilding/Training/Supervision/Me

Control ntoring

Training Program Design Inventory Management

Shrink Reduction/Loss Control Strategic Planning/Merchandising

Strategies

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PROFESSIONAL EXPERIENCE

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H & R Block - Taylor Mill, KY Tax Professional, Sept 2009 to

Present

Hired in September to begin certification and started tax season in

December. My responsibilities are to file client's taxes, getting the best

possible return with current tax laws.

Bigg's, INC. -- Delhi/Cincinnati, OH Manager, Apr 2008 to Sept

2009

Deli/Bakery Manager, Apr 2008 to Sept 2009

Hired to promote sales of the Deli/Bakery department & boost morale in an

under performing staff. I managed startup and daily operations for new

Market Fresh Format of bigg's mini-hypermarket. My department contributed

$2M, 50-employees, had the strongest margins, and sales increases. In the

Store Directors Absence, I was also responsible to direct all departments

(hard lines, soft lines and grocery/perishable lines) 200-employee, $30M

operation. Enforce sound merchandising and loss control strategies; execute

corporate programs, promotions and policies; and drive optimal customer

satisfaction, associate productivity and P&L results.

Key Results:

. Implemented a strategic plan of marketing exceeded sales and profit

goals by up to 8% (deli) and 22% (bakery), within the first

6 months.

. Drove overall margin 2%

. Made significant strides in moral.

. Ranked highest in chain for sanitation scores.

. Launched Hot Foods program that increased this category 175%.

LaRosa's -- Latonia, KY General Manager of Multi Unit Franchise,

Jan 2000 to Nov 2007

Advanced through promotions to manage operations of locations monitoring

75+ employees, 4 Managers and 4 Supervisors & facilities maintenance.

Provided strategic, operational and fiscal leadership and maintained

corporate service standards. Administratively handled all HR issues,

payroll, P&L, receivables/payables, & purchasing.

Key Results:

. Mentoring/Training/Evaluating staff to become high quality performers

. Excelled in building and motivating management and hourly teams.

Developed many entry- level associates to leadership positions

and quickly became the primary trainer of all new store managers.

. Propelled a near worst-to-first turnaround, transforming lowest ranked

stores of customer satisfaction to maintain a 99.89% satisfied.

. Developed a program to monitor and decrease shrink percentages.

. Awarded recognition for Trained Sanitation Standards to reach highest

level of accomplishments.

. Through Local Market Strategies acquired an annual repetitive sale of

$12,000 with Fidelity Investments.

LaRosa's, INC - Mt Carmel, OH Store Manager, Aug 1997 to Jan

2000

Recognized as one of company's strongest managers (elevating sales,

margins, staff retention and customer satisfaction). Resulting in selection

to complete company wide orientations for 15+locations with CEO, as well as

scripting a hiring training manual for50+locations.

LaRosa's, GBSC INC - Covington, KY Ast. Manager, July 1994 to Aug

1997

Ground Round Restaurant - Florence, KY FOH Trainee/Server, Oct 1993 to Aug

1994

Fashion Bug/Charming Shoppes - Florence, KY General Manager, May 1991 to

Jan 1994

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TRAINING EXPEARIENCE

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Store Operations Management Brian DeBiros 7 Steps Effective

Executive Leadership & Planning Leader

Inventory & Loss Control Personality Profiling

Jim Sullivan Gung Ho Human Resources/Harassment

Philosophies Structured Interview & Hiring

Strategic Planning & Developing Federal Food Safe Certification

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TECHNOLOGY AND LANGUAGE PROFICIENCIES

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Computers: MS Office (Word, Excel, PowerPoint); POS & Inventory Systems;

AS400; People Soft; TX17 Handhelds; PAYCHEX Systems; ADP Payroll Systems

Foreign Language: French

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