Customer Service Manager

KEVIN WINSLOW

*** ********* ******, ******** ***** 217-***-**** **************@*****.***

Highly accomplished manager with 15 years of proven experience ranking as a top performer in a range of management

applications. Results oriented leader who leads by example with a tireless work ethic and a hands on approach. Honest,

dependable, and dedicate self starter with a strong sense of ownership and loyalty to the company. Team player with excellent

communication/interpersonal skills. Driven to exceed expectations.

CORE COMPETENCIES

Operations Management Sales Customer Service Budgeting Forecasting Cost Control P&L Reporting

Ordering Inventory Control Loss/Shrink Prevention Merchandising Regulatory Compliance Payroll

Community Relations Staffing Team Building Training Issue Resolution Scheduling MS Office

CAREER TRACK

County Market, Champaign, Illinois

2012 to present

Manager in Training Produce Department

VILLA GROVE MARKET, Villa Grove, Illinois

Owner/Operator 2010 – 2011

Bought and revitalized a 10K sq. ft. full service grocery store, making the store worthy of sale in just a year.

TRI STAR MARKETING, Champaign, Illinois

General Manager 2001 – 2010

Took over under performing stores, and implemented process improvements to turn stores into profitable units.

O’CHARLEY’S RESTAURANT, Champaign, Illinois

Service Manager 2000 – 2001

Managed all FOH operations of $3M restaurant, including all HR functions, guest service, and inventory control.

AMERICAN FOOD COURTS, Tuscola, Illinois

General Manager 1996 – 2000

Oversaw the daily operations/performance of 7 QSR units, holding P&L accountability for $2M in annual sales.

SELECT ACHIEVEMENTS

Operations Management

Drove continuous improvement of operational performance, and consistently increased sales and profits

Conducted health inspections of multiple stores monthly, ensuring compliance with all state and local codes

Personnel Management

Led and directed 45 50 employees in multiple units, using one on one mentoring and constructive feedback

Cultivated positive working environments that promoted employee buy in and minimized employee turnover

KEVIN WINSLOW

Financial Management

Analyzed P&L statements, forecast revenues/expenses, planned/administered budgets, and managed AP/AR

Managed employee payroll, minimized controllable supply and labor costs, and oversaw cash management

Backroom Management

Set up and negotiated vendor accounts, developed computerized ordering, and managed inventory control

Developed and implemented loss prevention/shrink reduction strategies that reduced internal/external theft

Sales and Marketing

Developed and implemented innovative promotional strategies, including employee training, that drove sales

Increased business by developing new customer accounts as well as expanding existing customer accounts

Merchandising Management

Built/managed brand objectives, replenished sales floor, and maintained a cohesive total store assortment

Processed damaged/transferable merchandise, performed price changes, and maintained visual standards

Customer Service

Consistently increased customer satisfaction by training/coaching staff to deliver consistent, quality service

Promptly addressed and resolved customer concerns, including escalated issues, to ensure 100% satisfaction

Human Resources

Determined staffing needs, hired and oriented new employees, and cross trained and developed employees

Created employee handbook and policies, managed employee scheduling, and maintained personnel records

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