Manager Customer Service

MICHAEL J. ERWIN

** ****** ******

Schenectady, New York 12304

Work: 518-***-**** **************@*****.*** Cell: 518-***-****

ADMISISTRATIVE/OPERATIONS MANAGEMENT

Sales and Marketing…Materials Management…Cost Controls

An experienced professional with over 30 years of managing office operations. Broad base of responsibilities including budget planning and control, facilities management, and staff development to ensure consistently high levels of customer service. Provide planning and scheduling for both manpower and materials. Recognized for steady progress and problem solving abilities. Multi-unit responsibilities and supervision. Extremely competent in key financial operating and management disciplines including cash management, cost analysis and controls, and inventory control. Accomplished in training, implementation, and design of management systems. Very strong communication skills.

SELECTED FUNCTIONAL CAPABILITIES

Budget Management Training and Staff Development Product Promotion

OSHA and Safety Regulations Sales and Marketing Management Financial Analysis

Quality Assurance and Control Program Planning and Development Manpower Recruiting

Frame/Product Buying Insurance Billing and Coordination Vendor Relations

PROFILE OF EXPERIENCE

Developed a management system designed to identify areas of concern and the appropriate quality control method to prevent further occurrences.

Analyzed customer service results on a monthly basis to determine key drivers and areas of improvement. Raised overall satisfaction results to rank consistently in the top ten of over 900 locations.

Designed sales training programs focused on increasing sales and improving the customer experience. Increased weekly sales from $15000 to over $65000.

Introduced safety programs and installed OSHA regulations designed to comply with NY state requirements for chemical and electrical safety.

Coordinated promotional activities and charitable events throughout NY state as a regional chairman of the OneSight Foundation.

WORK HISTORY

11/2010 to present General Manager Visionworks Latham NY / Niskayuna NY

1999-11/2010 General Manager LensCrafters/Luxottica Albany NY

1996-1999 Retail Manager LensCrafters Albany NY

1986-1996 Laboratory Manager LensCrafters Fishkill NY/Milford CT/Albany NY

EDUCATION

1986 B.S. Degree LeMoyne College/ Syracuse NY Major: Biology

1983 B.S. Studies Syracuse University/Syracuse NY Major: Engineering

Attended numerous company sponsored professional/managerial training seminars and conferences.

MILITARY SERVICE

1986 Flight Screening Program / Officer Training School US Air Force – Lackland Air Force Base, San Antonio TX

ACTIVITIES

New York State Licensed Ophthalmic Dispenser 1991 - present

Big Brother – Big Brothers/Big Sisters of the Capital District 2009 - 2011

Regional Chairman – OneSight Foundation 1993 - 2008

Examiner – New York State Board of Ophthalmic Dispensing 1995 – 2016

Usher – Palace Theater Albany NY 2011 - present

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