Customer Service Manager

David Fotland

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

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

City: schaumburg

State: IL

Zip: 60194

Country: USA

Phone: 847-***-****

Skill Level: Management

Salary Range: 55

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

DAVID FOTLAND

516 Bristol Lane * Schaumburg, IL 60194 * 847-***-**** * ************@*****.***

Dear Hiring Decision Maker:

Since my background and qualifications are a credible match to the capabilities and core competencies you seek, I am writing to express my interest in joining your management team. I welcome a discussion regarding the mutual benefits of an employment partnership at your earliest convenience.

As my attached resume points out, I have extensive experience...

* managing retail and restaurant operations

* conforming to directives while serving in the United States Coast Guard and United States Army

* driving revenue growth and profitability

* staffing and opening new locations

* training personnel at all levels

* sustaining high customer satisfaction scores

* maintaining low employee turnover

My mentoring management style has contributed to increases in revenue, reduction in operating expenses, and attainment of low employee turnover. My strength lies in building trusted relationships with my team of dedicated employees. Committed to superior customer service delivery, I quickly evaluate customer issues, develop workable solutions, and implement strategies that ensure a high level of customer satisfaction and client retention.

My background makes me a valuable addition to most any management team. As my attached resume details, I have the ability to engage staff in maintaining high quality standards and efficient operations. My objective is to take this expertise, combined with superior training and leadership capabilities, to an organization positioned for growth.

After you have reviewed my attached resume, please contact me to discuss how my talents and qualifications would benefit your organization in reaching its plan for operational excellence. I look forward to speaking with you soon, and thank you for your consideration.

Sincerely,

David Fotland

DAVID FOTLAND

516 Bristol Lane * Schaumburg, IL 60194 * 847-***-**** * ************@*****.***

STAFF TRAINING / MANAGEMENT * BUSINESS OPERATIONS * CUSTOMER SERVICE

ENTHUSIASTIC AND VISIBLE MANAGER who combines 5 years` military experience, 10 years` management effectiveness, strategic planning skills, and exemplary customer service delivery to achieve corporate financial objectives. Train staff in customer service skills, establish high expectations for performance, and mentor individuals to ensure success. Recognized for strong work ethic, a sense of passion, exemplary integrity, and thorough commitment to professional excellence.

AREAS OF STRENGTH AND EXPERTISE

Drive measurable growth in business operations through on-the-job training and role modeling of customer service skills and buying behaviors to maximize customer loyalty and business results.

Tradition of performance excellence in managing retail and restaurant operations.

Proven history of reducing shrink and corporate risk.

Maintain high customer service satisfaction through trusted client relationships, positive attitude, professional presentation, and strong work ethic.

Interpersonal strengths; efficient time management and organizational skills; attentive listening; skilled negotiation; training needs identification; team contribution and cooperation; ability to communicate with all levels; high energy level and strong drive to achieve results.

PROFESSIONAL EXPERIENCE

ASSISTANT MANAGER 2008 - present

Chicago Produce (2009-present) * Jewel Osco, Meat Dept. (2008-2009)

Manage daily operations of high volume store, including staffing, scheduling, training, and merchandising. Supervise 30 full- and part-time employees. Maintain proper levels of inventory to meet consumer demands, promotional programs, and markdown strategies. Coach associates on store/department operations, effective problem-solving skills, and techniques for handling customer service issues. Review weekly productivity reports to ensure company expectation for store performance.

Identify merchandise issues and opportunities based on selling experience and customer feedback.

Perform store opening and closing procedures including department setup, drawer audits, vendor payments, and bank deposits. Foster collaboration among departments to work toward the common good. Resolve internal issues.

Reduced employee turnover by improving hiring practices, communicating clear expectations, identifying training needs, implementing a mentoring program, enforcing consistent disciplinary actions, listening to all sides of a dispute, and conducting timely performance reviews.

Improved consistency and regularity of promotional flyers.

Introduced accountability standards that resulted in cost reductions.

Established scanning system for large, bulky items that saved time while improving accuracy of inventory and sales tax reporting.

Partnered with the Bakery Department to introduce fresh baked items and department efficiencies that increased bakery sales 50%.

Introduced Telecheck system for customer check approvals that reduced company risk on personal checks 100% and on business payroll checks 30%.

Planned, ordered, and oversaw installation of improved coolers to enhance store maintenance standards.

Maintained clean and safe operations to comply with health standards and regulatory guidelines.

OPERATIONAL SPECIALIST 2004 - 2007

United States Coast Guard

Performed maritime duties on Lake Michigan, in San Francisco By, and on Cape Cod, including radio communication with mariners, drug trafficking patrols, and Coast Guard support coordination. Developed manpower schedules on a monthly basis.

* Performed helicopter search and rescue missions; saved lives.

* Trained on regulatory guidelines and drug trafficking as part of Homeland Security.

* Promoted twice based upon outstanding job performance.

DAVID FOTLAND

Page Two

SHIFT MANAGER / BARTENDER / SERVER/ CASHIER 1997 - 2003

Village Tavern and Grill (1997-2002) * Lou Malnati`s (2002-2003)

Trained and supervised crews of as many as 30 team members in high-volume, fast-paced restaurant environments at locations in Buffalo Grove, Carol Stream, and Schaumburg. Maintained optimal levels of inventory and placed vendor orders to replenish stock.

* Opened new restaurant operations including staffing and training responsibilities.

* Delivered suggestive selling techniques to drive revenue growth.

* Enforced operational conformance to comply with local and federal regulations.

* Recruited by former boss based upon dependable performance of supervisory responsibilities.

GROUND SURVEILLANCE OPERATOR / MILITARY INTELLIGENCE 1994 - 1996

United States Army, Fort Huchawaka, AZ

Served in Iraq, Somalia, and Kuwait, working with motion detectors and satellite radios. Performed search and rescue missions. Informed Generals and Colonels of ground activity.

EDUCATION

Illinois State University, Normal, IL 1.5 years

Certified Search and Rescue / Boarding School, United States Coast Guard

* Certification Training on searches for illegal substances, illegal immigrants, drug trafficking, and survival techniques.

Ranger School, United States Army

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