Customer Service Manager

Roger Kanbar

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

Address: **** ** ****** **** # ***

City: Menlo Park

State: CA

Zip: 94025

Country: USA

Phone: 415-***-****

Skill Level: Director

Salary Range: $135,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Roger Kanbar

650-***-**** H / 415-***-**** M

1670 El Camino Real # 260

*********@********.***

Menlo Park, CA 94025

Seeking Position As:

Director of Operations

Results-driven management professional with 9+ years of leadership experience and track record accomplishment in multiple industries. Areas of expertise include Operations, Sales, Customer Service and Marketing. Motivated and competitive individual with excellent analytical, team building, policy implementation and relationship management abilities. Proven expertise in inventory control, logistics, cost analysis, business processes, revenue/cost forecasting and collections.

Decisive with strong abilities to develop and train staff while organizing multiple responsibilities in a fast-paced environment. Outstanding interpersonal communication skills, effective

negotiation and excellent business relations.

*Business Operations and Management

*Multi-Unit Leadership

*New Business Development

*Sales and Marketing

*Customer Service Management

*Inventory and Control

*Recruitment and Staff Development

*Finance and Accounting

Professional Experience

Ricoh USA

SF Bay Area Operations Manager - 2011 - Present

*Manage $40M B2B portfolio of over 132 accounts across Northern California

*Lead a team of 10 District Managers and over 400 employees across the greater Bay Area

*Successfully improved gross profit by over 10% YOY and overachieved revenue targets for FY12

*Realized significant payroll and consumable spend reduction YOY of over 15%

*Scoped, installed, and managed multiple net new account and services adds with annualized revenue of over $5M

*Coach, teach, and train skilled team to consistently exceed company expectations from a fiscal and talent management perspective

*Constructed and executed highly successful talent management and succession planning practices

*Ongoing analysis of payroll, inventory, revenue generation, and expense data to identify trends, cost savings, and revenue growth opportunities

*Achieved > 96% in annual area certification score

Target Stores

District Facilities Manager - 2007 - 2011

SF Peninsula, CA

Executive Team Leader, Operations - 2005 - 2007

Redwood City, CA

*Manage over $450 Million in revenue across 6 high volume, high risk stores

*Successfully negotiated new contracts with external vendors and realized a cost savings of over 20% or $1.5 M across 48 Bay Area locations

*Successfully lead a team of 9 direct reports with dotted line relationships with 6 store managers and over 40 Executive Team leaders (specialized assistant managers in each location)

*Consistently negotiated "win-win" solutions to improve Target store brand standards while balancing budget and company needs

*Rebuilt team of direct reports and heavily influenced the development of high potential (2 level promotable) new Executive team leads in the district

*Effectively decreased controllable budget spend by 10% in fiscal 07' to 21% in fiscal 2008

*Minimized shortages and maximized profitability at a designated "high risk" store; coordinated all aspects of documentation, tracking and quality control for the Receiving Team

*Analyzed payroll, inventory, shortage, and expense data to identify trends and savings opportunities

*Improved and promoted operational safety, remediated hazards, and oversaw claims processing

*Contributed to increase in revenues from $52M to $59M, representing 12.5% year-over-year

*Improved store-wide performance audits from an 81 score in 2005 to 94 in 2006

*Reduced inventory losses from 3.5% down to less than 1.5% within one year

Enterprise Rent-A-Car

Branch Manager, Mountain View, CA, 2004 - 2005

Branch Manager, Sunnyvale, CA, 2003 - 2004

Assistant Manager, San Jose Airport, CA, 2003

Management Trainee, Redwood City, CA, 2002 - 2003

*Directed all operations for a high-volume site with revenues of $6 - 7M and inventory of nearly $10M

*Trained and developed eight sales staff and coordinated assignments for key account marketing

*Established and maintained store focus and expectations while promoting accountability for customer service standards

*Utilized events and premiums to increase referrals from body shops, dealerships, and insurance agents

*Generated revenue through upgrades and enhancements as well as through collections follow-up

*Managed and monitored P&L performance along with fleet/inventory mix, backend expenses and staff costs

*Marketed services aggressively to new and existing customers with focus on new corporate business

*Increased profits by 30% and market share by 40% over prior year

*Developed and groomed three staff to Assistant Manager and five staff to achieve annual Top Sales Performers award

*Scored first place twice among 28-store region in overall store performance matrix

*Managed all facets of business, including customer service, account receivables, and sales transactions as Assistant Manager in Palo Alto including the supervision and training of staff of up to 10 employees to achieve organizational objectives

*Contributed to market share growth of 12% and mentored two staff to achieve Top Performance status while at Palo Alto

*Improved store operation in San Jose Airport as Assistant Manager achieving number one company wide ranking from bottom 10%

*Attained top performance ranking in the region for eight consecutive months as Management Trainee at Redwood City

Netclerk, Inc.

Customer Service Manager

South San Francisco, CA

*Managed and directed a team of eight customer service representatives for an on-line provider of contractor permit provision services

*Conducted intensive training and coaching on a wide range of customer service and technical issues

*Coordinated with businesses from all regions of the U.S. and resolved escalated service issues

*Tracked, monitored and reported various call center performance metrics

*Provided desktop and network support for 50 users

*Retained 80-90% of problem accounts by mending damaged relationships and achieved customer satisfaction rates exceeding 95% on randomized surveys

*Facilitated complex multi-party transactions and assured compliance with regulations of all jurisdictions

EDUCATION and TECHNICAL SKILLS

San Francisco State University 2002

B.A., Speech and Communications

MS Word

PowerPoint

Access

Excel

QuickBooks

Specialized Databases

References Upon Request

Contact this candidate