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Customer Service Manager

Location:
Toronto, Ontario, Canada
Posted:
October 31, 2016

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Ben Young

***-** ********* ********

Cell: 416-***-****

Etobicoke, Ontario, M9P 2K6

E-Mail: acxbek@r.postjobfree.com

A proactive, energetic and highly effective Business Executive

with extensive franchising and retailing experience.

Strong hands on technical and management knowledge in retail operations. Demonstrated key strengths in:

Communicating

Relationship Building

Negotiating & Delivering Impressive Results

Problem-Solving

PROFESSIONAL EXPERIENCE

Standard Parking of Canada Ltd. October 2008 to Present

Senior Manager – Downtown Toronto, Kitchener / Waterloo, Hamilton, Oshawa, Lakeridge, CBRE

4 direct Facility Manager reports

3 direct Bookkeeper reports

Achieved over $30 million in revenue over 11 sites

Accountable for financial and operational audit scores, reporting to publicly traded company.

Client / company representative achieved timely monthly client reporting statements.

Yearly budget building, both on client and company profitability

Operations Center leader

Achieved in the setup of a new business vertical, SP+ Security of Canada business in downtown Toronto, Cambridge Memorial Hospital, and City of Hamilton.

Best Buy Canada Ltd. September 2006 to March 2008

Business Sales Manager

Responsible for managing Computer Department sales, Geek Squad sales and services, and Best Buy Business Technology Sales Professionals

Achieved sales greater than $35m in store

Seven direct reports

Achieved profitable sales by developing team awareness and training.

Bulk Barn Foods Limited November 2004 – July 2006

Manager Corporate & Franchise Affairs

Initially hired as Manager Corporate & Franchise Affairs

Achieved in providing a positive, friendly relationship between Franchisee and Franchisor.

Relationship building in initial stages of Franchisor / Franchisee relationship.

Telephone and written enquiries regarding Franchising.

Member of committee whom interviewed potential Franchisees and made recommendations to management committee whom to interview in second stage.

Guided approved Franchisees to the set-up of a new business, from incorporation to hiring of employees.

Facilitated in-house training program for new Franchisees.

Instructed the Customer Service portion of the Franchisee Training.

Main point of contact for Customer Service enquiries within 100 stores.

Used problem-solving skills to resolve Customer Service issues.

Project Manager

Moved to Project Management January 2006.

Produced scaled floor plan layouts of new sites.

Achieved a reduction in overall costs of a store build with vendors.

Achieved a 10% reduction in new store build by tendering build out, and negotiating with vendors.

Processed building permits for new sites.

Produce purchase orders for all aspects of a store build, based on quotes & budgets.

Achieved a 100% on time of all new store shipments from corporate office warehouse.

Supervise initial fixturing of new builds.

Supervise the removal of store fixtures in store closures.

Coordinate with corporate office personnel multiple checklists to ensure smooth transition between new stores builds, re-sale of stores, transfer of corporate stores to Franchisees, and sales between two third parties.

Maintained responsibility of guiding approved Franchisees in the set-up of a new business.

Canadian Industrial Services Limited

July 1991 – November 2004

District Manager Franchise Operations

Project Manager

Responsible for 65 franchised and 4 company stores. Provide support on marketing strategies to profitably increase sales.

Achieved in developing a ``Win-Win`` environment to facilitate a healthy, award-winning relationship between franchisor and franchisee.

Achieved in creating open, communication network with franchisees, ultimately benefiting the franchisee’s business with positive cash flow in as short a time period as possible.

Developed a successful business model over a twelve-year period, which is currently being used to ramp up sales in a shorter time period in new operations. Created an operating expense guideline to gauge Profit and Loss statements.

Regularly consult with franchisees on ways to improve their management skills, and in turn their operating results. Analyzes financial statements to identify opportunities to reduce expenses and improve cash flow. Successfully prevented marginal operations from closing and turned their operations to successes. Trained over sixty units in operations and management, including Financial Management, Marketing, Customer Service, System Standards, Staffing Scheduling and Management, WHMIS, and Digital Technology.

Achieved in reducing costs of initial store builds by negotiating with general contractors to bid on new store construction and renovations on behalf of franchisees.

Developing budgets for store construction and opening marketing plan. In the course of opening over forty stores, all have come under initial budget.

Approving authority for store design and renovations.

Achieved coordinating twelve renovations of existing units with minimal down time. Work with the franchisee to design an efficient floorplan layout of their operation. Coordinate the technical training of major equipment, and provide ongoing technical and operational training on major equipment. Achieved a zero cost overrun on budgeting store openings. Create a schedule to outline key dates and payments for the franchisee use during the initial training and store buildout.

Acted as site supervisor on behalf of the franchisee, during construction. Acting as General Manager of two company stores in the Ottawa market where I achieved in lowering operating costs by over ten percent, while increasing sales by over thirty percent.

April 2003, acted as manager of flagship store in Scotia Plaza, where I have again demonstrated my ability to lower the operating cost by five percent, while growing the sales to over thirty percent.

Negotiate, approve and act as liaison with approved vendors.

Developed a successful in-house yearly trade show for our franchisees, maximizing the relationship and buying power of our franchise system to the benefit of the franchisee.

Oversee merchandising presentations, marketing, lab equipment and quality control measures meet standards.

Equipment technical liaison.

Photographic chemical processing specialist.

Expert in legalities involved in servicing franchisees and monitor and observe compliance with the franchisees legal requirements.

Maintain the system operating standards.

All of the above demonstrates my ability to build and maintain a consistently high level of trust and credibility with the stakeholders in the system.

Northern Artists Professional Film Labs

1982 – 1991

General Manager

Provide leadership and training to a staff of over 15 employees while maintaining a profitable business for its stakeholders.

Created an internal organization of department heads, utilizing the best skills and talents available to me. Held weekly operational meetings with Technical department heads, and Sales department head. Prior to my organization, the business was being run without accountability from its staff. The implementation of this organization created an impressive amount of ``Esprit de Corps`` within the staff.

Responsible for day-to-day operations of technical operations.

Technical equipment including C-41 roll film processor.

EP-2 and RA-4 photographic processing.

Ilford Cibachrome printer.

Durst E-6 dip and dunk processor

Daylight enlargement.

Kodak Black and White paper processor.

Black and white film processor.

Chemical process monitoring.

Responsible for day-to-day operation of sales staff

Accountable for sales targeting and growth.

Cost analysis of materials, eventually leading to a profit and loss financial review

Scheduling of staff

Hiring of qualified personnel to work in both retail and technical.

Set up and managed a retail portrait studio, with the ability for customers to view their proofs within thirty minutes.

EDUCATION AND PROFESSIONAL DEVELOPMENT

University of Toronto 1979 - 1982

Three years completed in Bachelor of Applied Science (Engineering Chemistry)

Canadian Armed Forces (Air) 1982

Awarded Her Majesty Queen Elizabeth II Commission

Flight Operations 1982 - 1985

Model Store Management – Telemetrics

Member of the Canadian Franchise Association

Member of MotoPhoto Chairman’s Advisory Council

Member of MotoPhoto`s Franchisee Advisory Council (Training)

AFFILIATIONS

Royal Canadian Air Cadets – 142 Mimico Squadron

1991 - 1994

Commanding Officer (Captain)

Provided a leadership model for the development of youth and staff officers in an initiative program that has set standards in areas of Leadership, Training and Administration.

Increased enrollment from sixteen cadets upon commencement of term to seventy-two cadets upon retirement.

Royal Canadian Air Cadets Toronto Air Group (TAG)

Christmas Non-Commissioned Officers’ Course

1988 – 1991

Commandant

Recognized a GTA wide need to provide a comprehensive course to train future leaders in the Air Cadet organization which was comprised of thirty-two member squadrons in TAG.

Revamped and revitalized the course to a modern standard. Recruited the best possible team of officers to provide leadership and teaching skills. Trained approximately six hundred cadets in the four years that I was in command.

Training subjects include Leadership, Citizenship, Instructional Techniques, Effective Speaking, Drill, Command and Control, Time Management.

All course cadets, staff cadets and officers were assessed against a high standard, and the assessments were forwarded to the individuals’ squadrons.



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