Customer Service Manager

John L. Capes

accgxw@r.postjobfree.com ( HOME 336-***-**** ( CELL 336-***-****

www.johnlcapes.com

MANAGEMENT PROFILE

Call Center Director Customer Service ( AVP Sales & Marketing (

General Manager

Process Management / Sales and Marketing Leadership / Strategic Planning /

Growth Strategies / Change Management / Presentation and Communication

Skills / Major Event Planning / Brand Management / P&L Responsibility /

Passion for Winning

A Results-orientated manager who has worked in key positions for such well

known firms and brands as Cisco Systems, Citigroup, Target, Circuit City,

and Sears. An established leader with more than a decade of experience in

startups and turnaround management. Over the past 20 years, by utilizing

unique talents and marketing background with major corporations, has also

been able to further develop small and midsize businesses with Spin-A-Web

Designs as well as Advanced Home Care. Consistently prioritized successful

growth and development, increased sales, expanded market share and reduced

costs, with streamlined operations in a wide range of situations.

Additional Core Competencies:

TALENT DEVELOPMENT Strategic Retention Leadership

Outstanding Communication, and Proven Leader of Cross Functional

Negotiation skills Teams

Recruiting Proven Talent Creativity and Innovation

Public Relations Integrity, Trustworthiness,

Working Collaboratively at all Dependability

Levels Flexibility and Ability to Embrace

Change

Passion for Winning

Educational Experience

UNIVERSITY OF TENNESSEE - KNOXVILLE, TENNESSEE DEGREE CONFERRED 1994

Bachelor's Degree - Economics/Business Administration

Professional Experience

PROPONENT FEDERAL CREDIT UNION AUGUST 2013 - PRESENT

Site Manager, Member Support Center - Burlington, North Carolina

Developing a new member support contact center along with the processes and

procedures by following Proponent's overall corporate vision which is to

solve a members problem regardless of the situation. Currently focused on

recruiting, hiring, and on-boarding, high-performing agents for the contact

center. I am also working closely with our training manager to establish

and ensure the effectiveness of the on-boarding and certification programs

for our new agents. I have also been involved in the acquisition of new

technology to further service our credit union members.

SEARS HOLDINGS CORPORATION November 2008 - August 2013

Sales & Customer Service Senior Operations Manager (Call Center) - High

Point, North Carolina

Developed and maintained a client satisfaction program to promote client

retention and business growth which included the redeploying of over a

hundred associates in a customer centric "Trust/Recovery" initiative which

successfully improved customer retention. Supervised all aspects of

customer service, which included ten managers, and a front line staff of

210. Identified performance gaps, and added value to the company through

leadership development (Promoted four managers), and new hire training.

Supported, and communicated departmental and organizational quality

standards, processes, procedures, and policies. Contributed to continuous

improvement efforts, which included a systematic reduction in monthly

replacement costs from $3.4 million dollars down to $1.2 million over a

two-month period in FY13. This was accomplished by identifying and

executing innovative solutions, tracking trends and surfacing systemic

issues as they occurred and responding to them in real time. Regularly

partnered within a multi matrix environment involving other sites, outside

of the unit to help expand our business model. Maintained a customer

complaint/problem tracking system, and communicated compliance policies to

clients, peers, and subordinates

<Sears Cont.>

General Manager (Retail) - High Point, North Carolina November 2008 -

November 2011

Provided a disciplined leadership style including setting clear

expectations and holding the team and self, accountable for results.

Maximized sales and operating income while controlling store expenses at

approved budgetary levels. Facilitated the daily operational review of

inventory and contingency plans. Manage the development, collection, and

tracking of key operational metrics. Set goal to focus the entrepreneurial

energy of teams to deliver over the top customer service and raise

associate pride and improved the overall customer satisfaction score for

the store by 20% Took the High Point NC location back to profitability

after being negative for over 24 months. Exceeding comparable sales in

February 2010 over 2009. Improved overall shrink in location from 2.25%

shrink when taking store to .7% in 2009 and to .6% in 2010. Successfully

developed and promoted five associates to manager and developed one store

manager. Built a high performing team and rebuilt the training program at

the store level. Focused store efforts to maximize community involvement

and the viability of the mall the store is located in.

ADVANCED HOME CARE August 2007 - November 2008

Director of Sales & Customer Service Call Center - High Point, North

Carolina

Provide leadership and coordinated responsibilities of Team Leaders and

their support staff, which included both nursing, and patient account

representatives. Coordinated with billing and inventory control.

Responsible for site quality, customer satisfaction, and sales results

amongst 500 Customer Service Associates, Sales Representatives, and their

Supervisors. Utilized Capacity Planning/forecasting to ensure sufficient

resources are available to achieve service standards. Utilized customer

satisfaction survey feedback and lead First Call Resolution initiatives to

enhance the customer experience. Actively supported all service critical

business initiatives Partnered with Project Management to implement

conversion of new systems for all of AHC including data entry and call

recording (Record-a-call software), impacting the sales and direction of

the company. Coordinated all after hour activities for the company,

including on-call agents, and owner hospitals.

CITIGROUP January 2005 - September 2007

Assistant Vice President of Call Center Operations, & Technology -

Greensboro, North Carolina

Responsible for managing a call center escalation and customer service

group, that worked remotely with offsite managers in a multi unit/multi-

matrix environment for the SEARS portfolio. Partnered with Project

Management to implement conversion of new systems for all of Citicards,

Sears cards and Oil Cards for the company. This required the operational

shutdown of the site for a week during the merger of 80 million accounts.

Increase production and efficiency by developing new workflow systems and

devices for tracking that eliminated redundant procedures and saves time

for floor wide Sales Managers.

Additional Work experience

SPIN-A-WEB DESIGNS 2002 - 2005

Marketing/Business Development Manager - Jamestown, North Carolina

Cisco Systems 2000 - 2002

Vertical Sales Marketing Call Center Manager - Raleigh, North

Carolina

Target, Inc. 1999 - 2000

General Manager - Winston Salem, North Carolina

Circuit City Stores, Inc. 1990 - 1999

Store Manager in Training/Market Leader - North Carolina, South

Carolina

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