Manager Customer Service

MICHAEL A. LINDER

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

Thief River Falls, MN 56701

218-***-**** / ***********@*****.***

SUMMARY

An effective manager leading diverse work groups with a focus on customer experience and service delivery excellence. Possess highest level of professionalism, setting the example while inspiring and motivating staff and peers to excel. Multi dimensional leadership experiences ranging from retail to service operations to program administration including military/government.

EXPERIENCE

Evergreen Implement Company Thief River Falls, MN Apr 2010 to Present Parts Manager (Feb 2014 to Present)

Manage parts operation by maximizing return on investment through parts sales, inventory control and expense control. Create annual department goals in alignment with corporate financial and operational objectives. Develop, communicate, enforce and monitor effective department processes to ensure internal and external customer satisfaction. Manage recruiting, staffing, and staff development activities within the department.

● Managed $1.1M parts inventory supporting $3.5M annual sales oversaw ordering, receipting, pricing updates procurement from third party vendors maintained all inventory process documentation

● Developed and implemented procurement strategies to maximize profit potential through applied program discounts

● Applied superior customer service skills and cooperative tactics to increase overall revenue generation increased sales $150K during second year (4.5% increase)

Service Administrator (Apr 2010 to Feb 2014)

Assisted service manager with administrative functions of a service operation generating over

$2M in annual revenue. Fielded internal and external customer inquiries to Service Department. Assisted in staff evaluations. Scheduled and assigned technician work assignments based on skills, knowledge, and workload. Managed safety component of the dealer site.

● Identified training needs for department personnel coordinated training through surrogate provider to meet new model qualification requirements

● Analyzed compliance training requirements reviewed and revitalized OSHA mandated HAZCOM training (Right to Know)

● Administered safety, financial, technology, training, and controlling functions for the organization as well as emergency response

Kmart Thief River Falls, MN/Spokane, WA Apr 2007 to Mar 2009 Store Manager

Led over 50 team members in receiving, merchandising, loss prevention, sales, and replenishment. Actively planned weekly projects, adhering to strict budget constraints. Identified and incorporated changes to operational goals and communicated to team members through meetings and one on one interviews. Improved team effectiveness through training programs, providing federal and state compliance training. Managed Loss Prevention functions to enhance customer in store experience through sound safety execution, hazard mitigation, and timely/accurate accident response.

● Managed day to day operations of a $6.1 million retail sales operation

● Aggressively planned and executed store inventory in FY 2008, netting a 50% decrease in inventory waste

● Initiated organizational turnaround through effective training and leadership realized 8.8% increase in profit contribution against an 8.5% decrease in sales

● Oversaw recruitment and training/development of store personnel to meet operational needs

U.S. Air Force Tyndall AFB, FL/Fairchild AFB, WA Jul 1999 to Dec 2015 Program Manager, Operations Plans (Sep 2004 to Dec 2005) Manager, Maintenance Operations/Training/Q.A. (Feb 1999 Sep 2004)

● Developed, reviewed, and interpreted plans, policies, and procedures implementing Air Force operational goals

● Served as advisor to base commander on matters of planning, capability, emergency response, and treaties

● Established planning program requirements and evaluation criteria

● Reestablished planning work group for operations plans developers implemented training program for newly assigned planners

● Created and presented briefings and training programs for base operational plans

● Managed and administered base Operations Security program

● Administered unit training programs for over 100 personnel in professional development and career progression, as well as recurrent training

EDUCATION

Embry Riddle Aeronautical University Daytona Beach, FL World Wide Campus B.S. Professional Aeronautics, Minor Air Transportation Economics 1997

Community College of the Air Force Maxwell AFB, AL A.A.S. Aircraft Systems Maintenance Technology

Modesto Junior College Modesto, CA

A.A. Business Administration 1992

TRAINING AND CERTIFICATIONS

30 Hour OSHA General Industry Sep 2011

Summit Training

Master of Project Management Certificate Dec 2009 Villanova University

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