Manager Customer Service
Resume:
Kathleen Hackshaw
Email: aboy6e@r.postjobfree.com
Address: **** *********-******** **
City: Burlington
State: NC
Zip: 27215
Country: USA
Phone: 336-***-****
Skill Level: Management
Salary Range: 125
Willing to Relocate
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
KATHLEEN A. HACKSHAW
aboy6e@r.postjobfree.com
SUMMARY
Operations Executive experienced in high level strategic planning, decision-making and profitable operations management. Uniquely adept at using personal influence and engagement to forge strategic business relationships, tactical partnerships, and to create new opportunities for market growth and profitability. Creative problem solver. Persistent and consistent achiever. Demonstrable success in taking innovative projects from original concept, through organizing, implementation, realization, and follow-through with -integribility- and pride. Craves challenges, high visibility, and one-of-a-kind opportunities.
KEY QUALIFICATIONS
Employee Training Operations Leadership Financial Planning
Business Development Class A Multi-Property Asset Management Operating & Capital Budgets
Policy Development Location Opening & Re-development Marketing and Public Relations
EXPERIENCE HIGHLIGHTS
Leadership and Management
* Skills evidenced by each move with Chelsea Property Group being a promotion and a -first- for the company and the industry.
* Creator of a sense of community that works together lowering turnover and creating higher profitability.
* Successfully managed multi-million dollar capital re-development projects in several states simultaneously.
* Communication source - upward, downward and to the outside - indicating what is necessary, why & get buy-in.
* Author of 4 companies` Policy and Procedures Manuals.
* Decision maker.
Public Relations
* Face and voice of the company during development and post opening of properties.
* Spokesperson in public relations crisis situations.
* Leader and developer of teams that won national awards in both Marketing and Customer Service.
* Coordinator of events bringing 10,000 people to the property.
PROFESSIONAL EXPERIENCE AND ACCOMPLISHMENTS
Tanger Outlet Centers, Inc., Mebane, NC May, 2010-October, 2012
Nationwide developer, operator of outlet centers.
General Manager
* Hired to open new high profile location. Recruit and train the team, negotiate contracts. Responsible for marketing, public relations and operations.
* Led marketing and public relations generating over $400sf in sales.
* Training manager for new corporate employees to introduce them to the shopping center business.
JTS Realty, Inc., Baton Rouge, LA July, 2009 to May 2010
Privately held development/management company. Owner of 9 Class A office buildings, specialty hospital, Class A apartment complexes and lifestyle center.
Director of Corporate Asset Management
K. Hackshaw p. 2
* Direct responsibility for asset management of 5 million square feet of office space; 1000 apartment units; specialty hospital and 400,000 square feet of retail in 2 states.
* Changed maintenance procedures saving the company 5% in the 1st year.
* Implemented a new landscaping program at a mixed-use center realizing a savings of $150,000 annually.
O & S Holdings, Huntsville, AL APRIL, 2008 - May 2009
Privately held development company of high end lifestyle centers, class A office buildings, and 4 star hotels.
General Manager
* Wrote policies and procedures for the 110 acre mixed-use campus to be used by the company at all current and future projects.
* Implemented cost savings programs saving the company over $500 thousand (ie: Security costs reduced by 25% while decreasing incidents by 50%; janitorial expense reduced by 40% while maintaining appearance of the center.)
* Implemented a reforecasting program giving the company better financial planning capabilities.
* Created the budgets for the entire property including the determination of the allocations to the different entities.
* Developed an RMU/other income program.
* Initiated a Sponsorship program for the Center and for Special Events.
EXECUTIVE CONSULTANT April, 2004 - April, 2008
Spa Sydell, Atlanta, GA,
Day Spa/Retail chain with 7 locations, Call Center, Distribution Center and Laundry.
Hired to solidify corporate procedures and to make the company more efficient in this highly regulated industry.
* Initiated strict compliance program for sanitation and licensure.
* Standardized operations procedures.
* Streamlined staffing at each location.
* Implemented financial safeguards.
* Developed a preventative maintenance program.
* Consolidated supply purchases, reducing cost by 40%.
Pro Clean Building Maintenance, Orlando, FL
A Class A Office building maintenance and custodial company with 300 employees.
Hired to organize the company and bring it to the next level.
* Clients included highly regulated offices for Defense Contractors, Dentists and Surgeons.
* Developed cleaning and maintenance program for the office complexes of a regional hospital.
Central Florida Investments/Westgate Resorts, Orlando, FL
A privately held developer and manager of 5-star Time Share Resorts. Westgate has 7000 employees in 25 resorts, 4 call centers and 3 off-site sales centers.
Recruited by the CEO to lead a wide range of Operational and Organizational projects. Accomplishments include:
* Developed an Orientation Program for the Call Centers that was the first step in a company-wide retention initiative.
* Led the team that implemented a new Human Resources system and integrated it with payroll and accounting reducing the amount of labor necessary for all employee processing. This especially helped with Call Center payroll because of the massive incentive program.
* Designed a Leadership Program to improve talent retention at the Resorts and Call Center. Anticipated to reduce turnover at a minimum of 1% or $400,000 in 1st year.
* Saved the company $500,000/year with a national Waste Management program.
* Evaluated company power usage and created an HVAC preventative maintenance program.
* Installed a wireless computer network for guest use - significantly increasing guest satisfaction.
* Implemented an on-line guest satisfaction survey.
CHELSEA PROPERTY GROUP, INC. Roseland, NJ August, 1994- April, 2004
A REIT - a high end developer specializing in premium outlets and mixed-use centers, including Restaurants, Class A and Medical Offices.
Director of Operations, Southeast Division, NC, FL, GA, TN, IL, AL, MS. KY. MO, September, 2001- April, 2004
Responsible for the budget, operations, public relations, maintenance, capital projects and human resources for 31 Mixed-use, Community Centers and Outlet Centers in 9 states.
* First in the company to lease, manage and maintain Class A and Medical office space.
* Developed and controlled budgets for 31 properties totaling $45M.
K. Hackshaw p. 3
* Standardized policies and procedures for 27 acquired properties bringing the properties up to Chelsea standards increasing leasing and sales at these properties by 10% in the first year.
* Recruited, trained and developed management and staff maintaining less than 9% turnover.
* Oversaw 3 multi-million dollar reconstruction projects simultaneously in 2 different states:
General Manager, Orlando, Fl, September, 1999 - September, 2001
Represented Operations and Marketing during development/construction working with the Vice President of Construction and the General Contractor to ensure ease of operations post-opening.
* Developed and maintained a $10 million budget.
* Recruited and trained top-notch staff for Center opening.
* Evaluated the market to choose the proper avenues of marketing the Center pre and post opening.
* Led the Orlando Center to become the number one sales per square foot outlet center in the country by developing Marketing, Public Relations and Transportation programs.
General Manager, Dawsonville, GA, September, 1995 - September, 1999
Opened the largest Outlet Mall Phase 1 and managed the Operations, Marketing and Public Relations.
* Planned the Grand Opening and the Marketing and Public Relations for the Center.
* Recruited and trained the staff creating a better than 90% retention rate with much of the staff remaining 10 years later.
* Co-authored the company`s National Policy and Procedure Manual based on Operations at North Georgia Premium Outlets, creating consistency for the Operations of all Chelsea Centers.
* Received the company`s National Marketing Award and National Customer Service Award.
* Positioned the Center as the number 1 Outlet Mall in Georgia as proven by sales per square foot.
General Manager, Santa Fe, NM, August, 1994-September, 1995
Company representative during a public relations crisis, saving the good name of the company.
EDUCATION
Bachelor of Arts, Wake Forest University, Winston-Salem, NC
Business Accounting, Forsyth Technical Institute, Winston-Salem, NC
University of Georgia Fannin Leadership Program
Disney Institute of Operational Excellence
Sandler Sales Management Program
COMMUNITY & PROFESSIONAL DEVELOPMENT
Board of Directors, Executive Committee, Alamance County Area Chamber of Commerce &CVB
Board of Directors, Executive Committee, Membership Chair, Rotary of Alamance County
Board of Directors, Women`s Resource Center of Alamance County
Board of Directors, Family Abuse Service Center, Alamance County
Board of Directors IFMA
Board of Directors, Orlando/Orange County Convention & Visitors Bureau
Board of Directors, Affiliates of Central Florida Hotel and Lodging Association
Board of Directors/founding member, Dawson County Convention & Visitors Bureau
Board of Directors, Dawson County Chamber of Commerce
Board of Directors, Thunder Road USA, Georgia`s Racing Hall of Fame
ICSC
BOMA
SHRM
Steering Committee and Presenter for the New Mexico Governor`s Conference for Women in Business
Volunteer for American Heart Association
COMPUTER SKILLS
Proficient in Microsoft Office, including Word, Excel and Power Point
Timberline, P-Vault, Yardi
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