Customer Service Manager

Edward Dodge

Email: ********@********.***

Address: **** * ******** **

City: Gilbert

State: AZ

Zip: 85297

Country: USA

Phone: 480-***-****

Skill Level: Management

Salary Range: 55

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Edward C. Dodge III

4155 E Woodside Court Gilbert, AZ 85297 Cell: 480-***-**** ********@********.***

Operations Manager

Maximize productivity, increase efficiency, and control costs while meeting objectives

Summary: Comprehensive experience in directing operations through strategic planning and effective management of staff and budgets. Strategic thinker adept in developing and launching strategies that make operations more efficient and revenues stronger, improving profit margins and performance. Team leader and builder, adept in implementing best practices and motivating staff to peak performance while directing staff and cross-functional teams. Creative leader with proven strengths in P&L management and turnaround operations. Excel in managing stakeholder communications and expectations.

CORE COMPETENCIES

Strategic Operational Planning & Leadership Retail Coaching & Training

Customer Service Recruiting & Hiring Team Leadership & Motivation Customer Resolution

EXPERIENCE & ACHIEVEMENTS

VANGUARD, SCOTTSDALE, AZ 2006 - Present

Advanced through positions of increased accountability due to consistently exceeding goals and expectations with this low cost provider of financial investments; $2T in assets under management and 1.5K employees in Scottsdale location.

Retail Services Senior Associate 2011 - Present

Charged with managing account calls to assist customers in providing information related to investment decisions, specializing in the retail sector as a member of a team of 10. Selected to coach and train other department members, as well as all new hires in the Retail Department.

* Instrumental in acquiring new accounts valued at minimum of $1.5M monthly.

Retail Resolution Specialist January 2008 - 2011

Resolved client account issues, such as transfer of assets from other institutions to Vanguard.

Reduced time to resolve client issues and several processes have been adopted by other departments.

Became Subject Matter Expert for various internal procedures, as well as Customer Confidence Recovery Expert.

RETAIL EXPERIENCE & ACHIEVEMENTS

Kids Supercenter, Tempe, AZ July 2005 - August 2006

Store Manager

Turned around operations to profitability within first 2 months of tenure. Coached and trained new and legacy Associates and Assistant Managers in sales, customer service, and management methods.

* Consistently exceeded monthly sales goals.

* Launched key processes and simplified shipment procedures.

* Identified under-performing Associates and implemented successful corrective actions resulting in promotion of 4 Sales Associates to key positions in 9 months.

Paddy O', Chandler, AZ February 2005 - July 2005

Seller of high-end patio furniture.

Sales Associate - Exceeded monthly $20K quota consistently selling $25K every month.

Enterprise Rent A Car, Tempe, AZ August 2004 - February 2005

Assistant Location Manager - Retail Associate - Management Trainee

Assigned to different locations while learning the business.

The Athlete's Foot, Tempe, AZ May 1999 - August 2004

An athletic shoe retailer.

General Manager

Directed operations at 2 locations after promotion from Assistant Manager. Hired, trained, and developed all Associates.

* Revitalized a store within 9 months and turned it around to top sales performer from a distressed operation.

EDUCATION

Master of Arts, Finance, Walden University

Bachelor of Arts, Social Sciences, Nazareth College

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