Customer Service Management
Resume:
Scott Lee Smith
Mansfield, TX 76063
*************@*********.***
SUMMARY:
Over 9 years of management experience multi-unit operations
Results and detail oriented
Self-sufficient, motivated and resourceful
Strong problem solving skills
High energy level
Demonstrated ability to learn quickly
Trusted and respected by peers and management
Highly organized and prepared
Customer focused
High level of integrity and comfort in dealing with highly confidential
information
Able to take on multiple tasks
Positive attitude
Excellent communication, interpersonal, and motivational skills
High adept at leading, promoting, and implementing quality improvement
processes
PROFESSIONAL EXPERIENCE:
Public Storage Inc., Plano, Texas 03/07-Present
District Manager
Develop store management teams within the district to deliver superior customer
service in all stores
Drive the implementation of company programs by motivating and supporting the
store management team within the district to develop and implement action plans
that meet operational and organizational objectives
Utilize management information tools and analyzes financial reports to identify
and address trends and issues in district performance
Plan, identify, communicate and delegate key responsibilities and practices to the
store management team to ensure smooth flow of operations within the district.
Review store environments and key business indicators within the district to
identify problems, concerns, and opportunities for improvement in order to
provide coaching to the store management team to take action and achieve
operational goals
Create district implementation plans to support execution of regional and
company initiatives to achieve both operational excellence and business results;
follow up consistently to ensure accountability to plans
Monitor and manage district-wide management staffing levels for 10-12 company
stores
Utilize existing tools to identify and prioritize communications to the store
management team within the district. Communicate clearly, concisely and
accurately in order to ensure effective operations at the store and district level
Develop and maintain positive relationships with in the district by understanding
and addressing individual motivation, needs and concerns
Ensure adhere to legal and operational compliance requirements
Jay Vending Company, Crofton Maryland 5/92-01/07
Food Concession Management and Operators
District Operations Manager-North Texas Accounts
Manage daily operations area accounts such as Six Flags Over Texas, Ameriquest
Field at Arlington, and Hurricane Harbor
Accountable for individual operations ranging from $1-$7 million
Created new accounts and expanded existing accounts by 500%
In charge of tracking product usage and purchasing new product
Recruit, interview, and hire new prospective personnel
Prepare weekly schedule for 200-300 employees
Responsible for upkeep and serviced all company equipment
Monitor and implement labor control policy to meet targeted percentage
Train all employees in all aspects of operation, including company policies
Devise procedures to increase sales and maximize per caps
Create cash handling procedures
Develop inventory control systems to insure accuracy of sales and increase
company’s profit margin
Deal with customer service issues
Develop more efficient food cost procedures for a company saving
Work directly with client management
Train other management teams and help implement more efficient systems at
accounts throughout the country
United States Army Reserves, Tampa, FL 5/93-5/01
Psychological Operations Specialist, 37F
Learned strong personal discipline and motivation techniques
Developed team oriented skill sets
EDUCATION:
University of South Florida, Tampa, Florida
College of Business, Finance 8/94-12/99
REFERENCES: Available upon request
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