Customer Service Manager
Resume:
Carl Lieser
Email: *********@********.***
Address: **** ********* *****
City: Toledo
State: OH
Zip: 43609
Country: USA
Phone: 419-***-****
Skill Level: Management
Salary Range: $40,000
Willing to Relocate
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Carl Lieser
SUMMARY
I am a Results-oriented Manager with in-depth experience and proven success leading Client Services, Operations, and Project Teams in Multi-unit business in the Retail Industry. I am looking to apply my passion and expertise to help your organization to achieve great results.
Areas of expertise:
aa Profit &Loss Responsibility aa Employee Development / Training
aa Customer Excellence aa Business Development / Growth
aa Budget and Cost Control Management aa Teambuilding / Collaboration
PROFESSIONAL EXPERIENCE
H&R BLOCK, Kansas City, Missouri
District Manager, Toledo, Ohio
Responsible for 4 million in revenue serving 20000 clients annually 1993-2012
Four key areas of responsibility were: Lead People, Manage Client Experience, Grow Business and Deliver Net Profit.
aa Recruited, Hired and Trained and developed 17 Office Managers
o Conducted Job Fairs to recruit associates
o Provided Feedback, Coaching, Growth Plans and Corrective Action when necessary.
o Provided a Recognition Program for Top Achievers
o Trained Office Managers in area of coaching
o Conducted regular Performance Reviews with Office Managers
o Trained Office Managers to conduct Performance Reviews with their team
aa Consistently achieved High Client Experience Scores in the Region
o Trained, coached, retrained on Client Service
o Used Mystery Shopping,Calling and Office Visits to assure good service
o Held Recognition Programs for offices and Individuals who excelled
o Acted as a Role Model for associates in providing excellent client service
o Followed up on Client Concerns and coached Office Managers on the same
aa Increased Clients Served in Grow challenged Market .
o Successfully implemented strategies to execute National growth initiatives
o Held Office Managers accountable for development and execution of local plans.
o Partnered with Regional Marketing Team to use Marketing budget for best ROI.
o Increased Client Retention through calling programs and providing great customer service through proper scheduling and training
.
aa Responsible for Profit and Loss results of the District
o Focused on growing top line revenues
o Monitored weekly staffing
o Analyzed the monthly P&L statement for opportunities
o Maintained P & L Ratios
o Followed Budgeted Guidance
EDUCATION / PROFESSIONAL DEVELOPMENT
Bachelor of Science, Business Administration, Ashland University, Ashland, Ohio
Associates of Science, Accounting, North Central Technical College, Mansfield, Ohio
Franklin Covey training:
7 Habits of Highly Effective People
The 4 Roles of Leadership
Personal Development and Training:
Center for Leadership Studies: Situation Leadership
DDI (Development Dimensions International): Guiding Conflict Resolution
CPP, Inc., - Participated in Parker Team Player Survey, by Glen Parker
PTIN (IRS Preparer Tax Identification Number); 24 hours of yearly Tax Education
Community involvement:
Toledo Food Bank
Heroes in Action
Mobile Meals
Make a Wish Foundation
Boys & Girls Club of America
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