Customer Service Sales

MATTHEW WESTCOTT

**** ********** ****, **** ******, NC 275**-***-***-

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

VP / DIRECTOR - OPERATIONS

P&L / Service Development / Customer Experience Improvement / Turnaround /

Multi-Site

Revenue and Profitability / Budgeting / Vendor Relations / Franchising /

Cost Containment / HR

Designed, implemented and led service development initiatives within the

industry that pioneered business growth through positive customer

experience. Increased customer spending and repeat business. Experienced

and successful in managing franchised operations.

Reversed revenue downturns, eliminated high operating costs, restored

financial control and significantly raised customer satisfaction in the

most volatile and competitive of markets. Helped grow a two-site business

into a multi-million dollar operation with 450 employees.

Prepared to achieve similar results vital to success in service-oriented

industries and functions, including retail, property management, travel,

franchisors, health care institutions, startups, and entertainment / sports

venues.

o Building customer experience to drive loyalty and spending

o Establishing benchmark operating performance

o Driving revenue and margin growth

o Succeeding in competitive markets

o Creating high performance teams

BS in Business Management from the University of North Carolina at

Wilmington. Additional course work in Operations Management and Train-the-

Trainer technique.

Selected Accomplishments

Created change in management mindset that drove performance metrics

increases. Willow Foods profit margins. revenue levels and customer

evaluations were down. Conducted evaluations with each store manager and

drafted action plans. Introduced motivational systems that reinforced

positive mindset. Enabled flat sales to jump 5%. Increased positive

customer evaluations to 90%+, well above the 86% national average.

Established customer service-focused company culture. Willow Foods' sales

were declining as customer service evaluations dropped. Introduced customer

hospitality emphasis. Trained store management and crews in techniques

providing positive customer experience. Assured that every employee in view

of a customer was smiling and provided a personal greeting. Quickly

reversed a 2% sales decline to a plus 3% that continued to rise.

Utilized recognition program to boost employee morale and cut turnover.

Created program to recognize at least one employee on every shift for

performance excellence. Created positive mindset and competition to win

recognition cards. Increased resulting single store sales as much as 10%

and profits by 3%. Cut turnover to 82% in an industry where 300% is not

uncommon. Reduced labor costs up to 2% by lessening turnover and training

costs.

Revamped employee scheduling, boosting productivity and lowering cost.

Complete changes of entire shifts at the same time added unnecessary

inefficiency, and productivity dipped. Worked with store manager to stagger

shift changeovers over 15-to-30-minute intervals. Expanded breaks from 20

minutes, legally required to be paid time, to 30 minutes, which were not.

Saved hours of labor daily, cutting labor costs and boosting profits 4%.

Slashed insurance costs. Rapidly rising insurance costs were draining

profits at Willow Foods. Opened negotiations with multiple possible

insurance providers. Sealed deal with new insurance broker, providing

better coverage for 50% less in premiums. Cut costs $75K annually.

Career Summary

COO, Willow Foods, 2007 to 2012. Managed all operations for this $10M, 250-

employee, multi-state KFC licensee running 10 restaurants. Created budgets

for labor, food, paper, facility improvement and maintenance. Reduced waste

and theft. Planned and implemented marketing, online training, security and

safety programs. Responsible for workers comp, employee onboarding and

retention, payroll, accounts payable, insurance and customer liability.

President, Webb's Fiberglass and Sports, 2004 to 2006. Responsible for

operations, finance, marketing, sales, inventory and all other elements of

store management for this $5M, 10-employee retail boating store. Expanded

product line and established bank relationships to provide customer

financing options.

Prior: Director of Operations, Willow Foods.

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