Customer Service Manager

Annette K. Meyers

**** ****** ****., **** *, Fairfield, Ohio 45014

Phone: 513-***-****

PROFESSIONAL OBJECTIVE

To obtain a position that would allow me to utilize my diversified experience in Executive Operations Management along with Sales Development and execution. I am seeking an organization that will foster promotion upon outstanding performance with proven results, exceeding company sales standards through due diligence.

PROFESSIONAL BACKGROUND

Rent A Center-Sales Lead Assistant Manager

April 2013-Present

Set daily and weekly goals related to the store’s sales activities; oversee and direct coworkers’ sales activities; approve rental agreements; and monitor planned results for sales as measured by Total Revenue, Customer Growth, Store Monthly Rental Revenue Growth, and Same Store Sales. Monitor, exceed and achieve planned results for profits for the store by effectively managing store resources; manage and controlling store expenses. Set daily and weekly goals related to the store’s collection activities; oversee and direct coworkers’ collection activities; follow up on more difficult accounts that require manager intervention; approve customer commitments; monitor and follow up with coworkers on planned results for collection activities; and provide leadership and training to ensure all coworkers comply with established procedures and practices for sales and collections. Train, oversee, and monitor coworkers’ commitment to exceptional customer service. Monitor and improve the sales skills of coworkers through training and coaching. Resolve problems and complaints quickly to avoid serious problems. Monitor store operations to ensure customer friendly service is consistently provided. Manage the store inventory to maximize revenue and profit growth.

Extended Stay America-Hotel General Manager

August 2012-April 2013 (Company downsized-Management Restructuring)

Oversaw daily operations of 71 room hotel, ensuring safety and comfort of guest. Maintained cost accounting on a daily basis met and maintained controllable expenses, generated increased revenue through sales calls with local businesses as well as networking with current corporate guest in return generating future company contracts. Maintained effective employee relations through continual training and development. Conducted daily inspections for cleanliness and structural safety of the hotel. Developed successful marketing strategies. Managed payroll, scheduling, and hiring, disciplinary counseling, on call 24/7. Increased occupancy by 40% during employment with hotel.

365 Management Pros/Self- Employed Business declined with economy

January 2011-August 2012

Self employed Executive Management Recruiter and Independent Consultant for the hospitality industry. I provide a diverse skill set in the assessment of operations, revenue management, employee development and training, P&L management, troubleshoot distressed property opportunities. In addition, screen executive candidates for coordinated interviews, provide reference checks, and place potential new hires with the appropriate hospitality companies.

Cincinnati PC Solutions, Vic President of Operations

Cincinnati, Ohio

June 2009-December 2010 (Owners divorced, resigned with notice, started own business.)

Responsible for auditing and maintaining accounts receivable, utilized the aged receivables report to process collection letters to accounts past due.

Processed, and posted daily receivables through Peachtree Accounting Software. Initial audit of accounts reflected 30K past due, contacted and made arrangements for payment on these accounts resulting in 27K collected for the company by implementing due diligence practices.

Maintained and built platform for Autotask IT software. Autotask is specific software used in the IT industry to track accounts, technician service calls, invoicing of accounts, time tracking for all employees, and productivity reports, maintaining all information entered into the software system. Audited the software system on a daily basis, dispatching technicians to various service calls, and assigned technicians to client access service calls, provided the owners of the company with business productivity reports on a weekly basis. Created and maintained all categories within the software system to provide specifics for productivity.

Directed and managed the web division. Researched and contacted current as well as new accounts providing solutions for their businesses in the utilization of new web sites, or suggesting upgrades for their current web sites. The web division was successful by providing detailed and itemized proposals to clients, meeting face to face to answer technical questions and explain the benefits of having a web site or upgrading their current site, providing search engine optimization, keyword usage strategies, designing the site towards their target audience, use of specific categories to meet their objectives, provided user friendly navigation, as well as using key copy points in their sites.

Conducted all project management aspects of every site creation/upgrade to ensure client satisfaction, met all project deadlines in a timely manner. Current web site contracts and proposals for new business total 20K on a monthly basis. Took responsibility of the web division January 2010. Sought out additional clients through extensive cold calling, networking, and maintaining 10-15 face-to-face appointments per week to present web site proposals and to introduce all of the services the IT division offered as well.

Panera Bread, Manager

Cincinnati, Ohio

May 2008-June 2009 (Recruited by Cincinnati PC Solutions to run the company operations.)

Conducted daily operations of the bakery café and restaurant. Consistently held all employees and managers accountable to Panera’s standards of service. Service tracking by the computer was on a timing basis for providing customers with their orders within a maximum two-minute block. Exceeded customer service expectations on a daily basis. Received perfect 100% scores on secret shopper reports provided to corporate. In charge of scheduling, inventory, weekly product orders, nightly inventory of meats and cheeses, labor control, met and exceeded food-cost percentages running a 24% food cost respectively. Always promoted a positive and respectful working environment throughout.

Bob Evans Restaurants, Manager

Wilmington, Ohio, Hillsboro, Ohio, Jeffersonville, Ohio

May 2005-May 2008 (Relocated to Clermont County)

Ran overall operation of restaurant. Skills utilized as opening manager, and closing manager. Conducted weekly inventory and ordering of product, in charge of associate development, conducted training classes, processed payroll, provided scheduling for 40 employees. Daily control of food quality, followed food cost measures keeping percentages in-line of 23%-24%. Led by example, with a positive yet strict and fair working environment throughout. Assisted employees during busy periods in all categories of the restaurant, from grill cook, to pantry, to serving and hosting. Exceeded customer service expectations on a daily basis, receiving 100% scores on secret shopper reports provided to corporate. Completed extensive fourteen-week

management training module prior to assignment of unit. National Serv-Safe certified with passing score of 97%. Assigned, and transferred to various units in order to provide appropriate management coverage. Serv-Safe certified until 2015.

May 2003-May 2005

Resources In Food, Executive Management Recruiter-Rejoined RIF, working from satellite office in my home.

The Home Depot, Front End Manager

Beaverton, Oregon Store 4001

February 2001-May 2003 (Relocated back to Ohio to take care of my parents.)

Supervised, developed, and directed staff of 75-80 cashiers and lot attendants. Completed schedule on a weekly basis, coordinating a two-week out availability of staff. Conducted and wrote all staff reviews including 90 day and yearly reports for HR accountability. Coordinated daily shift assignments, including breaks, and lunch periods. Assisted Department managers in all phases of ordering notified of out listed inventory items. Held entire staff accountable for overages and shortages, which resulted in re-training initially with write up, to warnings with write up, and finally to dismissal of employees with more than two accountability write ups?

Facilitated customer service, safety, and returns training on an ongoing basis. Instrumental in driving the front end along with the entire staff to a .42% shrink result for a 10 million dollar inventory. Stores are budgeted $200,000 dollars for shrink, and we came in under $100,000 dollars for loss, and theft.

Resources In Food, Executive Management Recruiter for the Restaurant Industry

Full Time Washington, D.C., and Portland, OR offices, Part-time throughout past years, working from home.

March 2000-March 2005

Hospitality management recruiter

The World Bank, Manager of Digital Print Operations

Washington, D.C.

March 1999-March 2000 (Recruited by Resources in Food)

StudioPlus Hotels, General Manager

Raleigh, North Carolina

January 1997-March 1999 (Hotel merged with Extended Stay America, extensive manager benefits and bonus program was retracted after the merge)

Comfort Inn & Suites General Manager

Chicago, IL

January 1990-January 1997 Managed boutique hotel consisting of 80 rooms plus 3 specialty suites. Increased revenue 40% first year, additionally maintained and grew business overall by 45% through cold calling, signing of corporate contracts, and marketing campaigns.

Education: University of Cincinnati 1980-1982- Business Administration

United States Air Force 1978-1985 – Administrative Management

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