Customer Service Management
Resume:
SCOTT NELSON
*****.********@*****.***
http://www.linkedin.com/pub/scott-nelson/31/142/285/
QUALIFICATIONS
PMP
6+ years of business operations management
Raving Fans Customer Service
Master of Education degree
3+ years of project management
Agile methodology experience
Brand Ambassador
On-boarding, training, coaching, and team building of 200 + associates
Revenue management
System/Process implementation and development
Kaizen Methodology experience
Procurement management
JIT methodology implementation
Conflict resolution/Crisis management
Sales/Marketing experience
WORK JEGFIT LLC (PLANET FITNESS), PHOENIX, AZ
EXPERIENCE Director of Operations, Jun 2011 – present
Selected sites, participated in lease negotiation, and opened 10 stores, while building a
leadership team and a staff of over 200
Coordinate high quality construction projects, on ti me, and within $1.8 million T/I budget
Achieve expedient profitability per store, currently earning over $12 million/year in gross
revenues from mature stores
Implement strategic marketing initiatives to grow monthly EFT by $2 -$5,000
Slashed payroll by $60,000/year
Developed, implemented, and manage all G&A departments
Established JIT inventory systems to increase cost savings of $30,000 per year
Reduced attrition rates by 3% per month in mature stores by introducing feedback/retention
programs
Improved collections system to maintain less than 5% bad debt per store
Administer Kaizen methodology to promote continuous improvement in all business and
project processes
Created e-training modules to improve efficiency and standardization of associate training
Actively seize opportunities to engage in hands-on leadership in stores interacting with
customers and associates to build culture and rapport
Conduct monthly store audits to reward best practices and identify areas in need of
improvement
Facilitate monthly huddles with leadership team and high performing managers to share best
practices, educate, and analyze store specific trending data
603-***-**** *****.********@*****.***
GOODWIN AND ASSOCIATES, CONCORD, NH
Account Executive, Jun 2011 – Apr 2012
Developed new and maintained existing business relationships by providing solutions in the
form of mystery shops, recruiting services, exit interviews, and kitchen audits to increase
billing by $5,000/month
Played a primary role in reconciling A/P system to clarify an excess of $200,000 and
facilitated the improvement of the A/P system to ensure expedient, accurate payments
Contributed to collections efforts, recovering between $5,000 -$10,000 in delinquent payments
per month
PLANET FITNESS, CONCORD, NH
General Manager, Jan 2009 – Jun 2011
Increased monthly EFT from $120,000 to $126,000 during first year of operations
Maintained low staff turn-over through quality hiring and on-boarding
Cut inventory costs to maintain a monthly ordering expense of <$1,200.00
Addressed all equipment and facility maintenance issues to keep the store running optimally
for member satisfaction
Diplomatically enforced company policies with members and associates acting as a Brand
Ambassador
Went above and beyond for the 10,000+ members of the facility to ensure their experi ences
were exceptional
Cleaning an assigned section of equipment daily and miscellaneous cleaning around entire
facility to set a high expectation of hygiene and cleanliness
EDUCATION PROJECT MANAGEMENT INSTITUTE (PMI),
PMP, July 2014
PLYMOUTH STATE UNIVERSITY, PLYMOUTH, NH
M.Ed., Dec 2010
PLYMOUTH STATE UNIVERSITY, PLYMOUTH, NH
B.S. Exercise Sciences, May 2006
ADDITIONAL Emotional Intelligence
SKILLS Excellent communicator
Active listening
Diplomatic
Consistent professionalism
Team-building, Hiring, and Training
System/Process development
Negotiating
Culture building
Time management
Organization
Microsoft Office Suite, Salesforce, Visionary, Twin Oaks, Facebook, LinkedIn, Twitter
603-***-**** *****.********@*****.***
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