Customer Service Manager

Robert Byroad

*** ****** *****

College Station, TX 77845

832-***-**** *******@*****.***

DISTRICT MANAGER / GENERAL MANAGER (Retail) DIRECTOR

Leading service, organizational, and operational improvements to revitalize and

propel business operations to higher levels of client satisfaction and profitability.

Offering 19 years of accomplishment in the retail and restaurant industries, leading Front and Back operations in high volume retail establishments.

Managed P&L up to $50 million and headed teams of 225+ employees, including department managers and senior managers.

Re energized and restored order and service excellence to F&B operations for 4 retail locations, strengthening teamwork, improving financial performance as much as 25%, delivering 6 figure increases in bottom line earnings.

Turned around a chaotic, underperforming $35 million retail establishment producing 10% increase in profits.

Developed loyal, top performing teams known for service excellence and adherence to standards. Trained and mentored high potential leaders, resulting in 8 former employees now in senior management or GM roles.

Successful multi-unit management of 19 locations.

Roll up the shirtsleeves, lead by example manager distinguished by abilities to pinpoint and correct root causes of inefficiencies while improving both service and financial performance through the implementation and enforcement of strong systems and standards.

Summary of Qualifications:

• Operations Management • P&L Management • Service Standards Implementation • Performance Improvement • New Market Startup / Opening • Payroll / Revenue Budgeting • Systems Design & Improvement • Marketing • Client Development • Staff Hiring, Training & Supervision • Employee Training Programs • Licensing & Regulatory Compliance • OSHA & HACCP Requirements • Policies & Procedures Design • Inventory & Cost Controls

PROFESSIONAL HIGHLIGHTS

STORE GENRAL MANAGER

Sears Holdings Corporation (2012 – 2014) College Station, TX

Senior director of store operations with full P&L charge of $10 million in sales and $2 million in assets, Directed

65 person staff including 4 senior managers, 6 department heads, and sales floor staff, Increased sales and

Profitability, Exceeded annual sales plan, Reduced shrink by 1.6% over LY.

DISTRICT MANAGER

Knowledge Learning Corporation (2010–2012) Houston, TX

Senior manager with full P&L charge of $4.5million. Directed 80 – person staff and directed location managers for 19 locations. Increased year over year revenue by 6% and profit of 126% to plan. Generated ~20% increase in new business through key events that included customer appreciation events, and increased focus on customer and client service.

STORE DIRECTOR

Starbucks Coffee (2009–2010) College Station, TX

Senior manager with full P&L charge of $1 million food and beverage (F&B) operations, including 2 full service

locations. Directed 32 – person staff and directed assistant store manager. Increased health and safety standards

in both locations by increasing the focus, implementing successful SOP’s, and company branding standards.

Donated over 100 hours of community service on behalf of company through several local and regional initiatives.

CONSTRUCTION SUPERINTENDANT

D R Horton (2007 – 2008) Conroe, TX

Lead construction superintendant for Imperial Oaks 9 subdivision in Conroe, TX, Directed multiple construction crews in timely completion of multi-story family dwellings, Increased profitability by completing homes under budget and ahead of schedule, In charge of scheduling all aspects of home building process with consistent daily follow-up to ensure quality measures and timely completion of projects.

STORE DIRECTOR

Lowe’s Home Improvement (2001 2007, 2008 - 2009) Bryan, TX

Senior director of store operations with full P&L charge of $50 million in sales and $5 million in assets, Directed

225 person staff including 9 senior managers, 15 department heads, and sales floor staff, Increased sales and

profitability through training, team building, implementation of company SOP’s and performance management.

SALES MANAGER

Golconda Screw Co. Inc. (1994 2001) Kansas City, KS

Senior director of 6 person sales staff with P&L charge of $12 million in annual sales, Directed new customer

acquisition as well as customer service to current customers, Directly coordinated with manufacturing facilities to

ensure timely delivery of products, Directed importing/exporting of product to international customers, Worked

with freight forwarders and customs to clear incoming/outgoing shipments.

Selected Achievements:

Surpassed expectations in customer service, achieving 96% satisfaction ratings by increasing focus on all areas of customer service, and winning a regional customer satisfaction award.

Completed sub-division 3 months ahead of schedule helping company close on more homes in the quarter than had previously been done.

Produced 55% increase in annual sales in 2 years through increased focus on maintaining high levels of customer service and increased productivity.

Surpassed expectations in a downturn economy, achieving 126% of profitability goal by cutting excessive costs, and increasing efficiency while also increasing revenue.

Produced 7% reduction in labor costs, representing savings of $23,000 as a result of efficiency improvements realized through implementation of SOP’s and brand standards.

Produced 3 semiannual health inspection scores of 100% through increased focus on maintaining high health and safety standards.

EDUCATION:

Associate of Arts, Psychology (2011) • University of Phoenix • Phoenix, AZ

CERTIFICATONS:

Partners in Leadership “Change the culture, Change the game”

Action Selling

Franklin Covey’s 5 choices

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