Customer Service Manager

Kenneth Witzel

Email: abplkj@r.postjobfree.com

Address:

City: Virginia Beach

State: VA

Zip: 23456

Country: USA

Phone: 757-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

I'm a highly Performance Driven Manager, successful in building and motivating dynamic teams. Cultivates a company culture in which staff members feel comfortable voicing questions and concerns, as well as contributing new ideas that drive company growth. In addition I'm a results-focused management professional offering sixteen years of progressive leadership experience. Transforms high-potential staff into outstanding leaders who demonstrate the creativity and savvy that is critical to financial and operational success.

Educational Background:

High School Dipolma from Boone High School, Orlando FL 1/2001 to 5/1996 (General Studies)

High School Dipolma from Orange Technical Education Centers, Orlando FL 1/2001 to 11/2012

High School Dipolma from Boone High School, Orlando FL 1/2001 to 11/2012

Job History / Details:

Executive Summary

I'm a highly Performance Driven Manager, successful in building and motivating dynamic teams. Cultivates a company culture in which staff members feel comfortable voicing questions and concerns, as well as contributing new ideas that drive company growth. In addition I'm a results-focused management professional offering sixteen years of progressive leadership experience. Transforms high-potential staff into outstanding leaders who demonstrate the creativity and savvy that is critical to financial and operational success.

Core Qualifications

Operations management

Complex problem solving

Supervision and training

Process Redesign

Labor Cost Controls

Staff training

Cross-functional team management

Inventory control

Change management

Professional Experience

June 2005 to October 2012

CarMax Virginia Beach, Virginia

Operations Manager

Responsible for all aspects of daily operations of 10 professional Managers along with 169 hourly Operations Associates to include but limited to production planning, P&L accounts, EH&S, risk management, HR, staffing, inventory control, hiring, performance management, problem solving, risk management, labor tracking etc.

Reduced and controlled expenses by over 600 dollars per unit by a series of controlled problem solving events focused on cost, quality and speed.

CaMax,Va Beach Operations Department, over the past 7 years, has ranked between the 75th and 95th percentile as one of the most engaged work groups, per Gallup University.

Over the past seven years I have changed the way retailers will recondition and sell used vehicles. I have created inventory ordering systems that reduces waste by 50 percent, I created and implemented production lines that increase quality and reduces labor cost in addition I have developed a management system that demands accountability and promotes bottom line profitability.

March 2004 to April 2005

CarMax Ft. Lauderdale, Florida

Reconditioning Production Manager

Manager and lead associates to achieve production targets, maintain and control inventory levels, and provide exceptional customer service.

Conduct informal and formal observations of associates

Communicate expectations and provide feedback to associates

Participate and make recommendations in the screening/hiring and development of associates

Maintain key performance measures

Teach and Lead continuous improvement efforts

Assist with the development and execution of production plans

Ensure proper inventory levels of all materials and equipment including, but not limited to personal protective equipment, tools, and chemicals using the supply ordering system

Provide support to sales, business office and purchasing teams when needed

Ensure compliance with all aspects of risk management including the administration of loss prevention, facility maintenance, environmental, health, and safety guidelines

Handle customer concerns in a quick, efficient, and friendly manner.

Other duties and responsibilities as assigned by the Operations Manager

May 2002 to March 2004

CarMax Tampa, Florida

Service Manager

Ensure that Service Consultants meets and greets all customers in a prompt and courteous manner.

Continually observe and mentor the Service Consultants to enforce good habits, and to ensure Exceptional Customer Service at all times.

Track Sales penetration and CSI scores on a daily basis. Create an environment of friendly competition so that all Service Consultants will compete to be the best

Handle all customer concerns in a quick, efficient, and friendly manner. Be proactive and anticipate potential customer issues before they seek assistance from senior management.

Process and track all CarMax Care claims

Ensure that drive aisle and write-up area is kept organized, clean of trash, and vehicles are cleared at all times throughout the day

Be available to assist and mentor Service Consultants during peak delivery time, greeting customers and ensuring that all aspects of a proper deliver are completed - explanation, answer questions, and complete a CSI survey.

Work one-on-one with individual Service Consultants to assist with CSI and/or sales opportunities

Ensure that Service Consultant position properly staffed at all times

Ensure the successful career development of the members of your Team through adherence to the CarMax File reviews, Performance Management and the Merit Review Process.

Review monthly Labor Operations Usage and capacity planning

March 2000 to March 2002

CarMax Tampa, Florida

Inventory Manager

Ensures that all positions are properly staffed at all times.

Participates in all training initiatives.

Ensures the successful career development of assigned work group through Progress Conferences, File Reviews, Performance Management and the Merit Review Process.

Handles all customer (both internal and external) concerns in a quick, efficient, and friendly manner.

Meets daily and weekly production targets through detail and paint production lines.

March 1998 to March 2000

CarMax Orlando, Florida

Inventory Lead

Computerized tracking of inventory

Receiving all new and used inventory

Staging new inventory and out going transfers

Providing world class customer customer service

Prepping new inventory sales

Quality control checks on newly saleable inventory

Facility and ground maintenance

On board and train all new inventory associates

Per pare and maintain the bi weekly duel shift full and part schedule.

Assist in the interviewing and hiring process

January 1997 to February 1998

CarMax Orlando, Florida

Inventory Associate

Computerized tracking of inventory

Receiving all new and used inventory

Staging new inventory and out going transfers

Providing world class customer customer service

Prepping new inventory sales

Quality control checks on newly saleable inventory

Facility and ground maintenance

October 1996 to January 1997

CarMax Orlando, Florida

Display Lot Porter

Maintained front lot merchandising plan

Provide world class customer service

Assist with cosmetic and mechanical concerns

Assist Sales Consultants when needed

Maintain a safe and clean work environment

Education

1997 Mid - Florida Tech Orlando, Florida

Emergency Medical Technician Emergency Medical Services

EMT - B

1996 Orange Technical Education Centers Orlando, Florida

Vocational Automotive Technology

2 Year Automotive Technology Certification

1995 Boone High School Orlando, Florida

High School Diploma General Studies

Affiliations

American Red Cross Disaster Relief

American Cancer Society

Toyota Production System / Lean Management Principals

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