Manager Customer Service

James Lake

** ****** **** ****, ****** MA 978-***-**** ****.******@*****.***

Summary:

Field Manager

Performance Profile

Enabled stores to meet 100% of each stores’ budget in line with store operational and financial goals.

Multiple-unit store management and Customer Service management with a proven track record. Decisive hands-on manager, able to lead retail staff and service teams. Directed Store Managers to perform according to company policies and standards. Motivated employee performance levels and hired and developed new employees by conducting training in a classroom and hands-on environment. Maintained high Customer Service standards at all times.

Core Competencies

Customer Service Employee Relations Problem Solving Vendor relations

Team Building Conflict Resolution Inventory Control Technical recycling advisor

Loss Prevention Communications skills Training Programs Lead projects

Resolve Customer complaints Product Knowledge Fund Raising

Professional Experience

Savers Recycling Inc. 2013 - 2016

Recycling Field Manager

Field Manager for all internal and external recycling at all Savers stores on the east coast of United States.

Directed Recyling programs for 50 stores from New Hampshire to Virginia. Improved profitability to stores by ensuring that stores recycle product responsibly for resale in store or ship overseas for resale.

Developed a working knowledge of the recycling/rag industry by becoming familiar with Savers operating procedures and actively developed working relationships with Regional Directors, District Managers, Store Managers, and team members.

Demonstrated skills in training and facilitation before large and small groups

Set priorities, met deadlines and multi-tasked with minimal supervision.

Communicated relevent information and responded to questions from groups of managers, clients, customers, and the general public.

Audited each store’s recycling performance twice yearly and reported results of recycling audit to Savers Regional Directors, District Managers, and individual stores. Presented actionable items or opportunities for the store to correct.

Advance Auto Parts, Lowell, MA 2010 - 2012

Store Manager

Store Manager for a retail automotive parts store servicing both retail customers and commercial customers while maintaining superior customer satisfaction. Direct reports include 12 staff: Commercial Parts Pro, Retail Parts Pro, Salespersons, and Delivery Drivers. Interviewed and hired new employees according to company standards.

Impacted productivity by implementing IGNITE productivity program

Visited Commercial accounts on a weekly basis to maintain great relationship, prioritizing on customer’s relationship with Advance Auto Parts by ensuring we met all of their needs by accurately delivering the correct parts, on time.

Manage inventory to expected company standards

Eliminated overtime to reduce costs by scheduling according to company profile for store

Insured that store was operated to company standards by having weekly meetings with store team members to review previous week’s accomplishments and discussing ways to improve.

Jiffy Lube International

Regional Manager, Regional Trainer, Store Manager 2000 - 2008

Effectively supervised 10 stores while maintaining excellent Customer Service Scores in all stores. Direct reports included 100+ staff, Store Managers, Assistant Store Managers, and Technicians.

Improved productivity by implementing Pacesetter program

Maintained HSSE standards throughout all stores

Communicated corporate expectations to all stores by conducting Store Manager meetings

Insured that all stores were up to company standards

Discovered theft in several stores and was able to terminate responsible parties.

Resolved customer complaints in a manner that was satisfactory to the customer and cost effective for the company.

As store Manager, accepted challenge to save a store in danger of closing due to being unprofitable by transferring to that location.

Interviewed and hired numerous personnel to fill Store Management and other positions.

As Regional Trainer, conducted technical training courses in a classroom environment..

Central Florida Lincoln-Mercury

Sales Consultant ` 1995 – 2000

Lake’s Exxon II

Business Owner 1984 – 1995

Education

Graduated Peabody Veterans Memorial High School

Attended UMass Boston, major Biology/Computer Science

Awards

Received $500 gift card for winning Valvoline recycled oil sales and collection contest

Received ‘Director of the Month’ certificate numerous times for excellent performance.

Received 4 all expense paid trips for my family to Disney World for exceptional fund raising for the JIMMY FUND in a 5 year period.

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