Customer Service Manager

Noah J. Lee

**** **** *****, *** **** Richey, FL 34652 727-***-**** ******@*****.***

MULTI UNIT DIRECTOR

Successful Director with significant experience in all aspects of operations in a high volume production facility. Proven track record of driving performance. Highly effective at meeting all operational standards and metrics. Strong ability to coach and develop associates to attain a higher level of effectiveness and the ability to influence peers to gain support for positive change. Skilled in developing strong teams by providing support, setting clear expectations, treating others fairly and rewarding great performance. High level of comfort with all aspects of human resources, project management, training and P&L accountability / analysis.

PROFESSIONAL EXPERIENCE

TEMPLEFIT, Trinity, FL 2016- Present

OPERATOR/OWNER

Provide group/one on one personal training services

VSP ONE, Fort Lauderdale, FL/ Charlotte, NC/ Baltimore, MD/Long Island, NY 2013-‘16

Director

Lead an optical manufacturing facility of 90+ associates with a team of production managers. Manage operations in its entirety including, production, HR related activities, customer service, quality assurance, and associate development.

Currently undertaking lab reconfiguration and AR expansion to be complete 12/2014.

Implementing continuous improvement philosophy throughout organization.

Conducting six sigma green belt projects through all departments.

Maintained excellent service level to customers with improved communication and reductions in turn time to the customer.

Implemented SalesForce.com for improved communication with the sales team and the customer.

Lead production team through a 60% growth while maintaining quality metrics and turn time.

Green belt certification achieved 12/2014.

CAPITAL ONE FINANCE, Tampa, FL 2011 – 2013

Unit Manager

Lead a team of 15-20 collection representatives. Supervise operations in its entirety including, collection effectiveness, quality assurance, associate development and team results.

Maintained number one team for eight consecutive months in multiple work streams.

Increased schedule adherence by 10% by assuming responsibility for site-wide scheduling and driving adherence.

Co-facilitator of Best Practice conference calls between all Capital One collection sites, improving consistency between sites.

Developed centralized attendance records to ensure consistency in accountability department wide.

Promoted from position of Front Line Manager

WAL-MART OPTICAL, Lockbourne, OH 2004 – 2011

Production Manager (2006 – 2011)

Responsible for day to day operations of an optical production facility which included the direct report of eight front line managers and indirect report of up to 200 production associates. Responsibilities included driving yield improvement, associate development, profit and loss analysis, and ensuring a consistent production flow.

Decreased late orders by 36% and improved yield 4% amid 2008 via raising the level of accountability with associates, streamlining production and automating through a larger conveyor system.

Broke the “Ship Record” for a single day by distributing 6,400 customer orders.

Key player in expanding production capacity by double through project management in 2009-2010.

Served as the Lead Manager in interviewing / selecting 100 new associates for an expansion project.

Production Coach (2005 – 2006)

Designed daily goals and guided associates to improve performance amid the surface and finish departments. Recruited and hired staff members per need and sustained involvement with the no-glare laboratory operations. Oversaw more than 200 personnel members and assured peak performance.

Increased yield by 5% and reduced waste/breakage by raising the level of accountability around SOP adherence.

Increased ship numbers 27%.

Helped reduce days in house / turn-around time by a day.

OPTICAL DYNAMICS CORPORATION / WAL-MART OPTICAL, Lockbourne, OH 2004 – 2005

Production Coach

Collaborated efforts closely with external business partners and vendors as well as controlled operations of a cast-to-Rx manufacturing laboratory. Achieved production goals, maintained optimum inventory levels as well as strong purchasing responsibilities and relationships.

Increased yield from 78% to a constant 93% or better by enforcing conformance to company standards and procedures.

Grew staff from a group of 80 associates up to 130 associates and four supervisors.

LENS CRAFTERS, Columbus, OH 1992 – 2004

General Manager

Effectively guided associates to performance success and governed operations amid the retail store and lab. Served as liaison and maintained constant communication with Doctors of Optometry to assure maximum patient care.

Obtained 25% profit margin, established sales goals, and turned a positive sales growth despite significant decrease in traffic.

Achieved zero percent shrink status three years consecutively.

Attained “Top 10 Stores in Customer Satisfaction” within entire company by providing legendary customer service every day.

Upgraded multiple pair sales 20% and average dollar sales by 10% through incorporation of a sales and service process.

Augmented consumer traffic via neighborhood visits for store exposure, nursing home outreaches and promoting partnerships with local schools.

EDUCATION

University of Phoenix, Phoenix, AZ, Master of Business Administration, 8/2011

Devry University, Columbus, OH, Bachelor of Business Operations

TECHNICAL SKILLS

Proficient in MS Word, Excel, PowerPoint, Outlook

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