Customer Service Manager

Experienced Management Professional

A proven multi-unit leader, with over twenty years’ experience building, training and motivating teams to provide superior customer service and full execution of operational functions. Consistently meets and exceeds established financial and sales goals and maintains profitability through the implementation and execution of best practices in customer service, merchandising, operations and P&L management.

Key Skills and Abilities

Retail & Department Management Budget Forecasting

Accounting & Payroll Vendor & Supplier Relations

Employee Supervision & Labor Relations Developing Profit Strategies

Budgeting and Cost Containment Product Merchandising

Financial Analysis Delivering Excellent Customer Service

Superior Communication Skills

Professional Experience

General Manager - Title Max, San Antonio, TX December 2012 - Present

Managed all store operations to ensure that sales transactions, customer payments and collection activities are properly performed in accordance with the company’s operations procedures and all applicable laws. Increased store profitability through customer relationship development, community involvement, marketing, soliciting new business sources, employee training and managing all store operating expenses. Coach, lead and develop all team members to maximize their performance potential.

Direct, prioritize, delegate and supervise the work of all store employees Determine and/or approve loan values based off of a comprehensive vehicle appraisal collaborate on recruitment efforts for position openings interview and hire qualified candidates, as well as train current staff on company policies and operational procedures prepare and analyze company reports and communicate information necessary to various levels of management

Selected Accomplishments

Increased sells last 6 months over prior by 40% with an on-time payment of 82%.

Coached and developed team members that were promoted to Store Manager.

Improved lines of communication between individual store managers and district office.

General Manager- Loves Travel Stop, San Antonio, TX June 2011- November 2012

Built store sales through a relationship oriented marketing. Implemented and monitored customer service programs to maximize customer satisfaction. Managed on – site customer service issues, achieving the highest customer service ranking in the district.

Promoted corporate brand and culture of “best-in-class” customer service at all times.

Recruited, hired and trained store employees; totaling 25, delegated and empowered employees to manage and be held accountable for daily operations of their respective departments. Audited cash handing; customer service, merchandising, inventory, invoices, profit and loss data reports.

Selected Accomplishments

Increased profit with over 1 million gallons of diesel sold monthly

Exceed revenue goals for three consecutive quarters which resulted in 8.8% increase in profit.

Increased monthly merchandise sales by 7.3%.

General Manager – Northern Tool & Equipment, San Antonio, TX August 2001 - February 2011

Maintain centralized asset inventory. Enforce company standards, policies, and procedures to reproduce and reinforce the company brand. Coordinate with staff in supporting office upgrades, deliveries and administrative activities. Plan and participate in district meetings. Coordinate with district managers to ensure that staffing schedules meet customer needs and budget objectives. Maintain centralized asset inventory. Managed a staff of over 23 employees, while overseeing all customer service and staff related concerns.

Developed, executed and measured the impact of strategic and operational plans for the store.

Build the brand and drive profits. Developed store management teams. Initiated and managed,

Manger on duty program. Improved employee performance delivering coaching to store teams needed to achieve operational goals. Managed and directed store renovation which totaled 1.2 million. Maintained high store readiness, passing all mandated company audits; resulting in a decrease of store shrink percentage. Created training programs which increased employee performance resulting in a revenue increase propelling our store listed as the top sales for the years of 2000 – 2003 and 2006 – 2007.

Selected Accomplishments

Increased profits by 8.7 million.

Developed Employee Training Program Weekly Project Program.

Developed Weekly Project Program, Serviced Protection Plan

Retail Store Manager – Fred Meyer-Fairbanks Alaska, June 1994 – June 2001

Overseen, day to day operations of a high-volume retail store. Managed a staff of over 50 plus employees, while overseeing all customer service and staff related concerns. Developed, executed and measured the impact of strategic and operational plans for the store marketing programs, and analysis of district-wide food, labor, training and retail reports to optimize sales.

Selected Accomplishments

Promoted to Retail Store Manager within three years of employment.

Phase Inspector Branch – United States Air Force, San Antonio, TX / Alaska, January 1986 – April 1994

Completed 4 years of flight line crew chief, 4 years post doc maintaining aircraft readiness and crew safety. Received a 100% pass rating, on all Quality Assurance inspections as well as, zero flight aborts. Selected to be trained as all systems qualified. Due to outstanding performance I was selected to transfer to the phase inspection Branch to perform the duties of replacing aircraft hydraulics, engines and flight control components to ensure flight worthiness and crew safety.

Selected Accomplishments

Base NCO of the Quarter

Squadron Technician of Quarter

Base Airman of the Quarter

Education

Northern Tool and Equipment – Manager of the future, Conflict Resolution, Retail Manager, personal effeteness’ Training. Fred Meyer – Hazardous Material Training, food safety training level 2, Blood Born Hazards, Sexual Harassment Training. Air Force – Non-Commission Officer Leadership School, Aircraft Maintenance School (684 HRS) Associates in Science and Basic Arts GPA 3.4.

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