Customer Service Management

*** ******* ****** * Atlanta, GA ***** * 770-***-****

* ***************@*****.***

Mr. Derrick C. Turner

Operations Executive

Extensive experience in areas of corporate operations, facilities, and

education. Proven ability to motivate, recruit, and train cutting edge

professionals. Ability to mentor staff in order to reach their full

potential. Areas of expertise include, but not limited to the following:

Profit and Loss and Budgeting

Career Services and Student Advising

Quality Assurance/Auditing/Regulatory Compliance

Process Improvement/Root Cause Analysis

HIPAA training and enforcement.

Professional Experience

September Aveda Institute Atlanta, GA

2012-Present Atlanta

Assistant Institute Director

Expert in combining financial and business planning with tactical

execution to optimize long term gains in

performance, revenues and profitability. Breadth of experience in

customer relations, Root Cause analysis and cost

reduction. Leadership philosophy promotes employee participation in

creative problem solving to

contribute to organizational success.

Accomplishments:

Team Building: Boosted sales by 30% per month by improving the

productivity/satisfaction of the staff by listening to issues, determining

the root cause, troubleshooting, and fostering a strong relationship

between the hourly and salaried staff.

Vendor Management: Develop incentives and minimum purchase quantities to

contractors for beating deadlines in order to maintain an efficient supply

chain.

Student advising along with career services to develop relationships with

in excess of 80 salons and businesses to ensure a minimum 85% placement

rate.

Manage all payroll and time-keeping records of 30 staff members. Answer

all time/attendance questions from Executive Leadership.

Analyze & manage facility P and L by limiting overtime, and having a

strong understanding of historical financial data along with revenue

recognition.

Management of student Career Services, establishing a connection with

local businesses/salons to serve as primary hiring companies for the

school.

March 2008-September 2012

Hospital Housekeeping Systems

Atlanta, GA

Director of Environmental Services

Expert in the handling of customer and staff related issues. Ability to

provide root cause analysis to determine the exact problem, then execute

methods of resolving these complaints in a way best suited for the client.

Accomplishments:

Manage daily operations of a 275-bed facility, including the supervision

and delegation to the management staff and more than 50 hourly employees

as well as one salaried manager.

Change Management: Transforming a struggling business unit with customer

satisfaction scores of 54%, improving them to 96% within a 10 week period.

Develop positive lines of communication with internal stakeholders in

order to maintain an effective working relationship with Administrators

and Directors/Managers.

Analyze and manage facility P and L by limiting overtime and achieving

revenue recognition, while understanding the historical financial data.

Manage the construction and engineering of facility operations including

labor force, job descriptions, and operational workflow.

Use Change Management techniques to rebuild the overall operations within

the facility and improve operational efficiency and team morale.

Develop positive lines of communication with client in order to maintain

an effective working relationship and ensure client satisfaction.

March 2005-March Longhorn's Atlanta, GA

2008 Steakhouse

Restaurant Manager

Expert in the handling of customer and staff related issues. Ability to

provide root cause analysis to determine the exact problem, then execute

methods of resolving these complaints in a way best suited for the client.

Accomplishments:

Slashed and managed various store costs such as: food, supplies, labor

and operating to improve profitability and creating solutions to deficient

areas.

Conducted storewide training sessions in all areas of the operation in

order to focus on customer service, resulting in the improvement within

sequence of service scores from 33rd to Top 5 in the Southeastern Region.

Achieved success by increasing monthly store sales by 4% above

projections, through sales training and coaching of staff.

August-March 2005 Aramark Food Atlanta, GA

Services

Multi-Unit Food Service Director

Directed approximately $2 million dining operations on the Emory

University campus, encompassing 7 separate grill/convenience store units.

Ensured profitability and customer satisfaction throughout the campus

locations. Hired, trained, scheduled, and led a staff of up to 50

employees. Purchased all products while managing inventory.

Accomplishments:

Maintained food cost at 24.9% and labor cost of 21%.

Achieved low turnover, by maintaining consistent employee rewards,

improving satisfaction.

Multi-Unit Management of 7 on-campus food service establishments.

Originated this management position including 3 convenience stores and 4

retail operations with 35 employees.

Education

Keller Graduate Atlanta, GA M.B.A.

School of Management

Master's of Business Administration w/ Concentration in Project Management

G.P.A. 3.79

Tennessee State Nashville, TN B.A.

University

Bachelor's of Business Administration

G.P.A. 3.1

Lean Six Sigma: Yellow Belt Certified

December 2013

Activities/Organizations

Big Brothers & Big Sisters Big Brother since 2010

Participate in BBBS program with mentoring young men.

Iota Phi Theta Chapter Founder, Member since 1999

Fraternity, Inc.

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