Customer Service Manager

GARY LEONHARD 760-***-****

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

BRANCH MANAGER

• Experienced Branch Manager with strong leadership skills in managing the day-to-day operations of multi-

unit organizations with a track record of success in maintaining growth and improving profits while

focused on superior customer service.

• Successful in implementing corporate operating procedures and systems throughout region to ensure day-

to-day and store-to-store efficiency and consistency.

• Self-motivated Manager who is proficient in budget forecasting and in sales and expense management

while meeting P&L objectives.

• Experienced in superior recruiting, training and coaching strong management teams in support of both

Store and Company needs and of succession planning

• Creative problem solver with the philosophy of identifying problems early in order to quickly develop

solutions to ensure operational consistency while minimize negative impact on revenues or expenses.

• Experienced in managing current revenue streams and in developing marketing strategies to generate new

business while managing inventory, increasing margins and improving ROI.

• Adept at planning and managing growth and the transference of corporate culture throughout a branch

territory with emphasis on customer service.

1

ADDITIONAL KEY AREAS OF EXPERTISE

Section I.1

Work Experience

Section I.2

Tinseltown Video, Inc dba Blockbuster Video 1992 -

2008

Branch Manager

• Responsible for all operational areas of the company including day-to-day management of the entire 9-

store regional franchise.

• Forecasted sales and expense budgets while managing sales and costs to achieve budgeted goals.

• Retained full P&L responsibilities while managing all financial analysis.

• Recruited, trained, supervised and mentored all management talent to develop strong teams while

preparing for succession planning and maintaining retention.

• Maintained correct product mix and inventory levels to maximize sales, margins and ROI.

• Developed strong communications programs with store management that allowed for their

participation, input and involvement in the management process of “their” stores.

• Led the company in the development and implementation of superior customer service programs and

policies.

• Managed all marketing and advertising functions including in-store merchandising, radio, print, and

direct-mail advertising.

• Developed strong training programs focused on coaching new hires.

Key Accomplishments

• Grew the region from 2 to 9 stores during a period of rapid expansion; Result: Achieved significant

sales increases with double digit growth in 6 years of the company history.

• Consistently met sales & expense budget goals while ensuring expected P&L results.

• Was recognized as a leader in developing engendered employee loyalty with an average retention

span of over 10 years for store managers.

• Managed inventory consisting of 1000’s of SKUs while successfully identifying & adding new high

margin product lines.

• Identified eight expense categories over which the region had control and reduced expenditures by

$388,000 per year, or 13.7%.

• Won the coveted National Blockbuster Customer Service Award.

• Brought collection procedures in-house; Result: Saved $26,000 annually while simultaneously

increasing revenues due to repeat business from dormant customers.

Leather Enterprises, Inc.

Operations Director 1990 -

1998

• Provided strong organizational leadership in developing a business plan for a new enterprise in

support of a talented apparel designer.

• Responsible for the operational management of a start-up manufacturer/wholesaler of high-quality clothing.

• Developed operational procedures for the manufacturing, marketing, and distribution of a new line of

boutique, country & western and motorcycle apparel.

• Forecasted and developed budgets, managed costs and payroll and had full P&L responsibility. Provided

strong fiscal management and financial analysis such that the company showed positive cash flow by the

end of the first year

• Supervised and trained key management talent.

• Managed the company’s day-to-day operations to insure efficiency and profitability.

• Oversaw the operations of regional tradeshows in various states; responsible for developing relationships

with country and western, boutique stores and motorcycle stores in the western United States.

Key Accomplishments

• Was responsible for initiating a contract with a company in Russia resulting in a large and

profitable order which was delivered on-time.

• Was a major contributor to channeling talents of gifted designers.

• Was directly responsible for opening new markets with Harley Davidson and other motorcycle

dealers.

• Was responsible for expanding production by resolving the need for obtaining talented sewing

craftsmen from Mexico by moving the operations closer to the border.

The Wherehouse, Music and Video Stores

Operations & Merchandise Manager 1971-

1989

• Overall responsibility for the day-today Operations of a 300 store retail chain which encompassed 15

branches.

• Helped developed company’s annual budgets, managed operational and payroll expenses and had major

responsibility for P&L outcome.

• Responsible for the purchasing of all merchandise and for inventory management; includes inventory

replenishment, margins, turns and ROI.

• Recruited, trained and mentored key middle to upper management personnel.

• Accountable for the merchandising and sales of all retail and rental products, including: music, video,

computer software and accessories.

• Responsible for improving and maintaining company’s customer service standards as the video rental

transactions grew exponentially and competition remained fierce.

• Managed fifteen (15) Branch Managers in Operations and nine (9) direct reports in Purchasing and

administration including the head of advertising.

Key Accomplishments

• Pioneered the introduction of video rentals and sales through innovative plans in purchasing,

merchandising and inventory management; Result: Became the industry leader as the largest renter of

movies in the world.

• Personally developed video rental Operational procedures; Result: Became the industry standard.

• Converted the company to fully automated check-out procedures which reduced wait time from 1 hour to

less than 5 minutes; Result: Rental revenues instantly doubled; managed years of double digit growth.

• Recognized the changes in the industry and guided the conversion from a music-store-focus to home

entertainment; Result: Company became the largest renters of movies & increased value of company

stock.

• Greatly improved cross communications with Distribution, IT, Operations and Accounting.

Music Merchandise Manager

• Directed the merchandising and sales of music products.

• Responsible for the purchasing of all merchandise and for inventory management; includes inventory

replenishment, margins, turns and ROI.

• Maintained excellent cross communications with Distribution, Operations and Accounting.

• Helped developed company’s annual budgets, managed cost of goods’ margins and had major

responsibility for P&L outcome.

• Recruited, trained and supervised seven (7) direct reports (Buyers).

Key Accomplishments

• Guided the company during a period of change from 8-track to cassette tape products to CDs; Result:

Increased revenues, margins and streamlined inventory with greater return-on-investment.

Company Operations Manager

• Overall responsibility for the day-today Operations of a 300 store retail chain which encompassed 15

Branches.

• Recruited, trained and managed fifteen Branch Managers.

• Helped developed company’s annual budgets; responsible for sales results and managing operational and

payroll expenses; had major responsibility for P&L outcome

• Accountable for the merchandising and sales of all retail products, including: music, computer software

and accessories.

• Was responsible for maintaining the correct product inventory mix and stocking levels.

• Maintained company culture of great customer service in an era of high competition.

Key Accomplishments

• Restructured the operational procedures and operating districts; developed the first company Operations

Manual; identified, trained and mentored Branch Managers; Result: Significantly tightened operating

structure which enhanced over-all operations.

Branch Manager – San Diego County

• Opened and operated the original four stores in the territory becoming a major source of internal

management promotions at the corporate level during a period of growth for the company.

• Identified and mentored an exceptional pool of talent many of whom advanced into corporate positions

• Designed, streamlined and systematized efficient procedures becoming the operational standard for the

rest of the chain.

• Was responsible for maintaining the correct product inventory mix and stocking levels.

• Accountable for the merchandising and sales of all retail products.

• Managed all operational and payroll expenses

Key Accomplishments

• Maintained operational efficiency as branch went through a period of rapid expansion for 4 to 12 stores

within 3 years

EDUCATION

• University of California, San Diego

• BA- Economics; Minor - Math

• Full knowledge of Microsoft Office applications in Word, Excel, PowerPoint and of QuickBooks

accounting software

References Available upon Request

Contact this candidate