Customer Service Manager

MARY BERGMAN

**** ****** *****, ***********, ** *0031 303-***-**** (

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

DIRECTOR OF OPERATIONS

Multi-Site Operations / Forecasting / Continuous Improvement / Compliance /

P&L / QC

Inventory Control / Change Management / Customer Service / Training /

Process Development

As an entrepreneurial and visionary professional, I leverage a thorough

understanding of operational business drivers to maximize revenue for small

and Fortune 100 companies in diverse markets and conditions. I enhanced

productivity by standardizing procedures, streamlining processes and

introducing technology.

Combining dynamic leadership with excellent team building and change

management skills, I reduced costs and delivered top quality customer

service that ensured profitability and sustainable growth.

o Adapting rapidly to changing market conditions

o Enriching customer experiences, driving sales

o Collaborating with internal and external partners to identify

business and customer needs

o Designing efficient and cost effective systems

o Delivering projects on or ahead of schedule, at or under budget

My BS in Marketing and Sales/ Merchandising is from the University of

Wisconsin-Stout. Colleagues describe me as an action-oriented problem

solver who remains calm under pressure, relates easily to people at all

levels and inspires others to top performance.

Selected Accomplishments

TURNING AROUND UNDERPERFORMING OPERATION. COLORADO DIVISION OF BRIGHT NOW

DENTAL (BND) LACKED STRUCTURE, TRAINING, SUPPORT AND CONSISTENCY IN

PROCEDURES. CREATED SHORT/LONG TERM PLANS. IMPLEMENTED POLICIES/PROCEDURES

AND TRAINING/SEMINARS. INTRODUCED NEW PRODUCTS. IMPROVED EBITDA 14% AND 16%

IN TWO SUCCESSIVE MONTHS.

Improving revenues. BND Colorado region lacked specialty

services/physicians, necessary for viability and growth. Promoted/moved

personnel. Hired additional/new specialty physicians. Expanded services,

doubling revenues month over month, and increasing region revenues $252K in

three months.

Implementing Best Practices. Tasked with streamlining SUPERVALU operations

processes across 1200 stores to create lean workplaces. Utilized Six Sigma

methodologies. Identified improvement areas/implemented new procedures.

Created pilot stores in each Banner. Rolled out 125 initiatives in four

months, cutting labor costs 2%.

Streamlining job functions. Cub needed to reduce costs. Analyzed duties for

each hour, day and week to determine time factors. Developed task list for

each shift/person, creating team cards with assigned duties/times. Reduced

labor hours 50%, saving $915K annually in Colorado Market. Implemented

program company wide.

Rolling out new program. SUPERVALU needed to roll out new HR management/IT

product to 1200 stores under 18 different companies. Led development, tests

and roll out. Met with each company's senior management to detail program,

describing individualized look, feel and web access. Completed phase one on

time and on budget.

Career history

DIRECTOR OF MARKET OPERATIONS, BRIGHT NOW DENTAL, 2008 TO 2009. MANAGED

DAY TO DAY OPERATIONS FOR COLORADO MARKET OF $4.5B DENTAL PRACTICE

MANAGEMENT COMPANY. FULL P&L. SET FINANCIAL, TRAINING AND RETENTION GOALS.

MENTORED MANAGERS. DEVELOPED MARKETING PLANS, SETTING CAMPAIGN DIRECTION.

DIRECTED $15M BUDGET AND 40 STAFF.

Deployment Manager, Enterprise Workforce Management, SUPERVALU, Inc., 2003

to 2008. Promoted to parent company to implement/deploy software solutions

and Best Practices across 18 companies for $44B grocery organization.

Utilized Six Sigma methodologies. Created training materials/curriculum,

including train-the-trainer.

Store Director, Cub Foods. 2000 to 2003. Directed day to day operations of

big-box grocery store for SUPERVALU Division. Led merchandising, vendor and

employee relations, budgeting, succession planning and full P&L. Built

cross-functional teams. Managed $55M budget and 150 staff.

Earlier: Operations Manager, Cub Foods. Area Manager, Target.

Additional Information: I enjoy reading, hiking, biking, traveling,

swimming and gardening.

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