Customer Service Manager

Kent A. Smith

*** ************* **, ********** **, 08110, 609-***-****, **********@*******.***

Objective W ork in a fast paced operations environment conducive to mutual growth, goal

achievement and profitability

Experience Camden Special Services-Block by Block (December 2013 to present)

Camden, New Jersey

Operations Manager

-Perform all operational personnel functions including, recruiting, interviewing, hiring,

mentoring, reviewing, disciplining and terminations

-Total responsibility for scheduling, deployment of twelve maintenance ambassadors

-Manage the function of landscaping over two hundred city owned vacant properties

-Process weekly payroll via Valiant software system and verify time keeping is accurate

-Inventory supplies and order when minimum level is reached

-Analysis of Profit/Loss statement and report discrepancies

-Compile and assemble statistics on Ambassadors productivity creating statistical reports

and setting performance standards

-Liaison with Camden Special Services Director-Coopers Ferry Partnership

-Report to Regional Vice President, Block By Block

Port Authority Transit Co-Block by Block (May 2013 to December 2013)

Camden-Philadelphia-Lindenwold, New Jersey

Operations Manager

-Provide hospitality, security and customer service to thousands of PATCO High Speed

ridership on a daily basis

-Recruit, interview, hire, train, coach, mentor, evaluate, review, discipline staff of up to

twenty Transit Ambassadors

-Responsible for daily guidance and direction of on-transit operations of the program

-Develop and customize daily deployment plan to maximize visibility and effectiveness

of resources, personnel and equipment. Evaluates current needs and adjusts the plan

as necessary to meet the requirements of the service district

-Ensure service expectations are being met through regular contact with customer.

-Evaluate quality of service delivered through measuring employee performances

compared to expectations and overall program performance

-Profit/Loss analysis and responsibility. Assure invoicing is accurate and timely

-Report directly to Regional Vice President, Block By Block

Harbor Freight Tools (January 2011 to November 2012)

Ewing, New Jersey

Assistant Manager-Merchandising

-Provide daily leadership to foster growth in customer service and profitability

-Manage store personnel including opening and closing of physical location

-Responsible for preparation and setting of ads and displays

-Ensuring that all physical fixtures are set to standard

-Responsible for all merchandising areas being set, stocked, frequently turned over

-Assure correct and accurate pricing throughout location

-Managing the process of updating planograms on a correct and timely basis

-Supervise day to day activities of staff, providing constructive feedback and to

achieve personal and organizational goals

Staples, the Office Superstore (1992-2010)

Operations Manager

-Responsible for operations of physical retail locations

-Recruit, interview, hire, train staff

-Manage inventory to under 0.65 percent shrink

-Managed the process of incoming freight; load breakdown and put away within a

specific time frame

- Completed the process of vendor returns

Staples, the Office Superstore (1992 to 2010)

Sales Manager

-Responsible for sales achievement within retail location

-Coach and develop sales staff to achieve required goals and metrics

-Update training materials to include changes in technology

-Maintain specific goal requirements for all employees in several sales metrics

United Stationers Supply Company

Pennsauken, NJ (1978 to 1991)

Inventory Control/Engineering Supervisor

-Recruit, interview, hire, train staff of 10 to 12 Cycle Inventory personnel

-Responsible for inventory accuracy in a 260,000 square foot warehouse facility

-Space allocation and broken case replenishment analysis via engineering software

-Process and arrange for pick up of vendor returns via common carriers

-Produce quality checks on inventory transactions and repo rt those results

-Participated in planning and execution of truckload sale for dealers

Education Spring-Ford High School

Royersford, Montgomery County, PA

-Class of 1972

-High School Diploma/Vocational Certificate of Achievement

-Honors Graduate

References References are available on request

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