Sales Customer Service

THOMAS KELLEY

** ********* ****** ( Caldwell, NJ 07006

973-***-**** ( ***.*********@*****.*** ( http://www.linkedin.com/pub/tom-

kelley/25/b89/131

Director Of Operations

Design Operational Strategies Responsible for Driving Revenue Growth, Delivering

Best-in-Class Service, and Capturing Cost Savings for Recognized Brands, including

Whole Foods and Starbucks

Lead multi-tiered strategies to drive top- and Value Offered

bottom-line growth, capture double-digit growth, and

penetrate market in dynamic growth, turnaround, and Performance Turnaround

reposition environments. Business Management

Orchestrate shift in business strategies, place value Forecast Analysis & Reporting

on brand awareness, and direct sales initiatives to

drive market enthusiasm, secure repeat / referral Project Management

business, and capture per annum revenue growth. Customer Relations

Deliver a firm commitment to the team's success by People / Team Leadership

building a community of trust, encouraging

collaboration, and offering continuous coaching on key

metrics required to outperform expectations.

PROFESSIONAL EXPERIENCE

Executive-Level Management/Consulting, Guerlain Spa at Waldof Astoria, NY /

eShave Inc. 2012 - Present

. Reputable leader and strategic developer with a successful background

orchestrating start-ups as well as elevating organizational performance

through skillful restructuring.

. Effective in boosting sales revenues and impacting unit recognition,

productivity, and membership through advanced leadership and

implementations.

. Expert in the identification, analysis, and resolution of diverse

operational issues, continuously maintaining top performance while

offering superior programs/services.

. Skilled presenter, communicator, and trainer with success targeting large

community groups, impacting organizational performance and reputation.

. Superior capabilities in selection, recruitment, training, and

development of top performing talents.

. Highly focused on adhering to organizational missions and philosophy

while positively impacting bottom line and daily performance.

Director of Operations, Nickel USA, New York, NY

2009 - 2012

Offered clear and balance vision, successfully setting the stage for

exceptional year-over-year growth. Leveraged operations and market trend

analysis to forecast sales, gross profits, and operating profits.

Implemented an inclusive, team environment to ensure a +40-member team

outpaced market penetration and sales goals. Headed day-to-day operations:

held P&L responsibility, led inventory management strategies, and evaluated

historical financial performance.

KEY ACCOMPLISHMENTS

. Recruited to reverse alarming 30% downward spiral; grew bottom line

revenue 23% through the implementation of a multi-layered business

strategy focused on driving revenue and positioning company to outplace

competition.

. Raised brand awareness and penetrated market through the development and

execution of a high-performance marketing program(partnered with

strategic businesses to cross promote brands, participated in Fashion

Week and NFL games, and gained exposure on The Today Show and NY1.

. Captured 12% per annum increase through the introduction of a business

development plan focused on expanding operations and delivering business-

and customer-centric solution.

< Oversaw renovation process, leading project to completion on time and

within scope; secured labor, negotiated equipment and contractor

agreements, partnered with the architect.

. Grew product sales 10%-15% after implementing of refer-a-friend program,

encouraging team members to take advantage of value-added sales

opportunities, and transforming website to a high-performance e-commerce

site.

Thomas Kelley - Resume, Page 2 973-***-**** ( ***.*********@*****.***

. Cut employee turnover 95%; retained top producers and hiring new hires

with a background that aligned with corporate mission and values.

. Captured +15% of new client accounts and re-engaged +29% of existing

client business by implementing an account retention strategy and

introducing new products / services.

Team Leader, Whole Foods Market, Paramus, NJ

2007 - 2009

Oversaw operations of grocery, dairy, frozen, and bulk departments; hired

and managed 55 to 117 employees, realizing a low turnover rate; bought

merchandising department products; managed financials; and controlled

inventory. Set benchmarks and executed sales and customer service

strategies designed to reinforce brand integrity and optimize customer

satisfaction levels.

KEY ACCOMPLISHMENTS

. Increased average weekly sales across 2 stores: West Orange from $191K to

$225K; Paramus from $202K to $233K.

. Exceeded plan sales by $332,717, margin dollars by $168,072, and exceeded

plan income by $212,747 in 2008.

. Increased profitability 10% (approx.) and expanded inventory across NE

region by introducing new product lines comprised of local business

products.

. Served as a Subject Matter Expert: developed and facilitated training

programs (i.e., How to Hire, Merchandising for Margin), setting the stage

for manager across NE to capture increased sales and revenue growth.

. Received several awards: Manager of the Quarter 2006, Community Siren

Award 2006.

Store Manager, Starbucks Coffee Company, Ridgewood, NJ

2002 - 2007

Managed overall operations, including staff supervision, hiring

management, training strategies, performance evaluation management, and

scheduling management. Ensured customer satisfaction and product quality,

managed store's financial performance, and led the safety and security of

the staff and assets within the store. Recognized as a respected leader

with repeated success in setting performance benchmarks for teams of 20;

led by example.

KEY ACCOMPLISHMENTS

. Selected by senior management to align entrepreneurial drive with

business savvy and design business development plans that would

revitalize unprofitable operations across 5 locations across New Jersey

and San Diego.

< Turnaround unprofitable stores: captured 10%-40% increase in sales

through the implementation of a change-agent strategy and delivering

vision and direction throughout the recovery process.

< Increased weekly sales 25% in a 13 year-old store through aggressive

local store marketing and a placing uncompromising focus on customer

needs fulfillment.

. Launched store, including setting the stage managers to achieve double-

digit, year-after-year profitable growth.

. Served as a Classroom Facilitator charged with facilitating training

workshops for supervisors: identified different learning styles and

implemented coaching styles to capture optimal employee performance.

. As Manager Coach Mentor, trained external managers and support staff on

areas of store operations, including product positioning, inventory

management, and customer service strategies.

. Appointed Community Ambassador; organized multiple fundraising events,

successfully raising thousands of dollars for ALS, Cancer Care, Father

English Center, American Cancer Society and RBSA.

. Participated in local community events with neighboring merchants, law

enforcement and Chamber of Commerce.

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