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Manager Customer Service

Location:
Chicago, IL
Posted:
March 08, 2016

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Resume:

MELISSA GLOVER

***** ******* **** **, **** Liverpool, OH 43920

Home: 330-***-**** • Cell: 740-***-****

******.*******@*****.***

EXECUTIVE SUMMARY

Accomplished manager with extensive experience in operations and a demonstrated ability to cut costs, innovate processes, and build talent.

CORE QUALIFICATIONS

Operations Management Multi-million Dollar P&L Management Sales Management Multi-unit Operations Management

Logistics Management Change Implementation

Human Resource Management Lean Initiative Strategy PROFESSIONAL EXPERIENCE

STAPLES

Cranberry Township, PA

General Manager 12/2015 to Present

Development and engagement of talent throughout full employee life cycle. Recruiting, hiring, training, and performance managing associates to meet company and personal development goals. P&L management with a heavy focus on operational metrics targeted at revenues, margins, and controllable expenses Delivery of World-Class customer service to ensure loyalty and referral business. Build community relationships to strengthen the brand. KATMAI GOVERNMENT SERVICES

Wintersville, OH

Logistics Analyst/Project Manager 05/2013 to 11/2015 Implement strategy and business plan for previously undefined position. Remote management of procurement, inventory and logistics for seven Marine bases. Oversee maintenance administration for over fifty remote locations. Orchestrate delivery, manage supply chain, and monitor vendor relations for multi-million dollar purchases. Defined a standard for performance and received numerous employee and customer accolades. BEST BUY STORES, LP

Cranberry Township & Monaca, PA

Operations/Human Capital/Sales/Logistics Manager 05/2010 to 10/2012 Implemented hiring and training standards that reduced turnover from 144% to 41% annualized, resulting in a $250,000 savings on the P&L statement.

Initiated employee engagement practices which elevated employee viewpoint scores over 1.5% year over year. Led a sales team from bottom quarter of the company to top ten performance in first month as Sales Manager and maintained top fifty ranking every month thereafter. Built long term customer relationships and received numerous customer compliments through surveys and letters. Tackled difficult customer issues while keeping both the customer and company’s interests as the basis of every decision. BEST BUY STORES, LP

Cranberry Township, PA

Operations Manager 06/2002 to 05/2010

Oversaw all front end and back office cash management. Managed P&L budgets for all controllable expenses. Promoted to manager after only twenty months as a supervisor. Facilitated new employee training and organized continued training strategy for all new hires. Received Chairman's Innovation Award for improvements that streamlined process and increased efficiency. Received Top Gun Award for highest performing Operations Manager in the district. Elected District Integration Manager for Operations in nine consecutive years 2002-2011. Facilitated district trainings and conference calls aimed to educate and improve performance. Supervised three successful grand openings.

Built talent bench that resulted in seven internal managerial promotions EDUCATION

BBA

Southern New Hampshire University, Hooksett, New Hampshire, USA Magna Cum Laude

ASSOCIATES: BUSINESS ADMINISTRATION/ACCOUNTING

Eastern Gateway Community College, Steubenville, OH, USA Magna Cum Laude

CERTIFICATIONS

Lean Certification 2014

OSHA 10 Certification 2015

OSHA 30 Certification 2015



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