Customer Service Manager
Resume:
JOHN KENNEDY
*** * ****** ****** ~Philadelphia, PA 19123
************@*****.***
PROFILE
. Experienced professional with proven success in day to day operational
management and general business administration
. Career driven individual who is meticulous, resilient and detail
oriented
. Exceptional leader with strong communication and interpersonal skills
. Problem solver who offers creative and alternative solutions to
difficult tasks
PROFESSIONAL EXPERIENCE
AMERICAN RED CROSS, Philadelphia, PA
Senior Manager of Operations (2012-present)
. Plan, manage and direct all aspects of blood collection operations to
ensure an efficient and effective process.
. Manage volunteer and unionized staff including hiring, training,
evaluation and discipline to ensure a well-qualified team and to
enhance operational success.
. Travel 100% of the time to multiple offsite locations within the
tristate area including universities and large corporations.
. Exceed customer, donor and sponsor expectations by providing a safe
and successful blood drive while meeting collection goals.
. Ensure blood drive compliance with applicable Federal, State and local
regulations as well as American Red Cross policies, procedures and
guidelines.
. Involved in various projects to increase productivity and blood
collections.
Distribution Specialist (2010-2012)
. Responsible for managing the daily distribution and transportation
activities to promote a customer focused and good manufacturing
practice environment.
. Supervise a staff of 25 unionized Product Management and Hospital
Services Assistants.
. Perform equipment quality control and regulated process reviews.
. Provide leadership and direction to Product Management Assistants and
Hospital Services Assistants to ensure consistent and effective
distribution strategies, inventory management, delivery commitments,
and communication to the customer and service expectation.
. Manage millions of dollars worth of blood products daily throughout
the various Red Cross entities and its customers.
ARAMARK, Philadelphia, PA
Operations Manager (2008-2009)
. Directed a 10 million dollar dining and retail store operation for the
University of Pennsylvania which resulted in an increase in profit
while lowering labor costs by 35%.
. Supervised daily operations of two separate dining halls and one
retail store which ultimately led to a 20% increase in sales and
improved customer satisfaction scores by 12%.
. Managed a supervisory team and improved performance of a combined
unionized workforce of 115 employees by increasing attendance and
productivity.
. Responsible for overall customer satisfaction, quality management,
inventory control, cash management and profitability.
. Interfaced with the client and ARAMARK senior management on issues
related to strategic planning, quality issues and marketing programs
and offered results oriented solutions.
. Launched several new products in 2008 which enhanced customer service
and profitability.
ARAMARK, Philadelphia, PA
Hospitality Manager (2006-2008)
. Managed housekeeping services for both the Wood and Seashore House
Center at The Children's Hospital of Philadelphia improving patient
satisfaction scores by nearly 20%.
. Created a positive, team-dominant environment of over 55 employees
which resulted in reduced staff turnover and increased staff
performance by nearly 100%.
. Managed all aspects of operations including budget costs,
administrative issues, client satisfaction and compliance with The
Joint Commission's regulatory standards with zero infractions.
. Convened with hospital executives and staff to ensure seamless
projects, policies and various operations throughout the building.
CHAMPS SPORTS, Reading, PA
Assistant Manager (2004-2006)
. Assisted in the management of several mall based retail store
operations which included participating in regional retail marketing
analyses, advertising campaigns, store strategies and new store
openings.
. Directly supervised large retail sales teams.
. Successfully executed day-to-day operations of sales, accounting,
budgets and inventory control.
. Recognized as a top performer in sales and chosen from over 40
managers for the regional audit team.
EDUCATION
COASTAL CAROLINA UNIVERSITY, Myrtle Beach, South Carolina, B.S. Business
Management, 2004
COMPUTER SKILLS
Software: EMPAC, Dream Weaver 4.0, Net Time, Microsoft Office, Outlook,
Word, Excel and Power Point
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