Customer Service Manager
Resume:
Brett DiLenge
Centerville, OH **459
Operations leader who drives sales, designs training programs, coaches managers into leaders to increase revenues,
reduce expenses, mitigate risks, and provide a first class customer service operation. Skilled in developing decision
makers, creating motivated goal-oriented teams, building a motivated workforce driven to achieve company and
personal goals
Career Experience
DMP Investments – Vice President Storefront Operations 2012 -2013
Lead 50+ financial service centers in Texas and Ohio and a call center in Texas. Create training programs, develop
marketing programs, oversaw site selection, lease negotiation, construction of new sites as well as remodel of existing
locations, staff and create a new call center, create a store level recovery specialist initiative.
• Opened 20+ Financial Service Centers in Ohio and Texas.
• Created a new call center operation in Texas allowing the storefronts to focus on revenue growth
• Created a storefront recovery program in Ohio thus enabling the new frontier to focus on revenue, training
and ensuring a new profitable enterprise for the company
• Developed five stores managers into problem solving, team building, and profit driven District Managers
• Created an onboarding program for new associates. Implemented a review program at all levels thus ensuring
professional growth needed during expansion. Formalized a training program for all store level associates.
• Letters of intent, negotiated leases, started new vendor programs and oversaw construction of new and
renovated sites
• Implemented new storefront software thus changing our operating guidelines in order to remain flexible to a
changing marketplace.
PSI - District Manager 2009 - 2012
Lead over a dozen multi-hospital valet service operations. Valet over 18,000 automobiles a month. Direct 200+
associates in multiple garage and lot operations parking over 175,000 cars a month. Oversee multiple shuttle
operations transporting over 20,000 passengers a month.
Cashland Financial Services Inc. - Operations Director 1998-2008
Lead a $50M+ 100+ unit Financial Service Region directing a District Manager, 12 Market Managers, 4 Field
Operations Specialists, and 1 Marketing Coordinator. Designed and implemented operational policies and procedures,
training programs, curriculum testing, and succession planning and recruitment efforts. Built and maintained
mentoring programs to develop managers into multi-site leaders. Developed training programs to increase sales,
mitigate risks, improve audits, and decrease turnover.
• Provided strategic leadership during the company’s growth from 15 to 200 locations in 5 states
by developing a new hire orientation program for exempt and non-exempt level positions, tenured associate
training programs, manager development training program, store auditing systems, budget and capital
expense monitoring, focused succession planning, goal setting, sales competitions and employee reward
programs.
• Increased profits 55% and reduced expenses 24% by lowering employee turnover, training
managers in hiring, proper orienting of new employees, follow-up training for tenured managers and
associates, bonus and reward programs, and fostering an environment of open communication.
• Lowered non-sufficient-funds checks 65% through a new training curriculum for associates and
Market Managers and revising the verification procedures.
• Drove small markets to exceed larger markets’ add-on sales by 10% by focusing on goal setting,
reward programs, creating a culture of competition, and orienting managers to the P&L to establish the worth
of the programs
• Developed 14 managers (with no multi-unit experience) into multi-unit leaders.
• Member of the Site Selection Committee utilizing demographic and market analysis to avail the
company new revenue streams in emerging markets, and provide recommendations for relocations
• Member of the Cash America Business Intelligence Steering Committee.
Best Buy - Sales Manager 1996-1997
Directed a $25m+ “big box” consumer electronics store. Developed sales associates into successful Department
Managers. Implemented the company’s product training programs, hire and train cashiers including customer service
desk, manage the cash office and payroll department. Created a team of sales associates that drove revenues,
warranties, and accessories during a challenging business climate.
Lowe’s Home Centers - Operations Manager 1992-1997
Lead a $25m+ “big box” home improvement center with 100+ associates, 4 Assistant Store Managers, 1 Warehouse
Manager, 1 Credit Manager, 1 Office Manager, and a Front-End Manager. Drove the sales floor to exceed sales
budgets, maintain merchandising standards, and implement a culture dedicated to customer service. Directed a
concentrated effort in the special order sales departments (kitchen cabinets, bath, home décor and millwork) dedicated
to customer service and increasing sales. Directed numerous seasonal resets in lawn and garden, heating and cooling,
and Christmas as well as continual product improvement. Provided leadership in the setup of 5 “big box” locations, 2
relocations, and 2 closings.
EDUCATION
Bachelor of Science, Economics
West Virginia University, Morgantown WV
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