Customer Service Sales
Resume:
Troy L. Vargeson
N. Chesterfield, Virginia 23235
****.********@*****.***
SUMMARY
A focused and versatile Operations Manager with a strong background in leading, coaching and motivating large teams in excess of 40 associates. Skilled in customer service, strategic planning, operations analysis, P&Ls and implementing best practices. Identifies areas of improvement and recommends initiatives to expand associates’ skill sets. An effective motivator and producer, who conducts business with honesty and integrity, facilitating the success of an enterprise by solidifying its foundations; Resourceful, hardworking and very strong communicator.
EXPERIENCE
BJ’s Wholesale Club, Richmond, Virginia
Senior Assistant Manager, 2015-present
Responsible for managing the operational areas of the club including receiving, front end operations, loss prevention, personnel, cash office and maintenance, ensuring compliance with policies and procedures including but not limited to shrink, monthly self-audit, expense control, human resources, labor scheduling, payroll, cash control, and inventory control. Additional responsibilities include:
Ensuring the Club’s building, equipment, furniture and fixtures are properly maintained and in working order
Managing the Club budget to achieve the Club’s Planned Profit
Selecting, training, developing, assigning work, monitoring and evaluating performance of the management team and other Team Members as assigned
Developing Team Members and Managers for internal growth
Ensuring all fresh standards are achieved in sales, shrink and salvage
Ensuring all safety, sanitation and Members First programs are in place
CAPITAL ONE, Richmond, Virginia
Account Manager/Case Management/Fraud Investigator 2010-2015
Responsible for protecting Capital One customers from fraudulent activity on their accounts. Worked to quickly identify fraudulent activity on customer accounts through third party data sources and transaction verification with customers. Conducted investigations to determine the validity of accounts. Provided excellent customer service by answering inbound calls, initiating outbound calls to customers and service providers, and responding to emails within various Capital One teams. Performed data entry of customer and account information and transactions. Coached call center associates and other associates within different lines of business, significantly enhancing skill sets in resolving complex customer questions and concerns. Completed Policy exception procedure documentation; managed various lines of business mailboxes; assisted with account research; contacted cardholders to obtain additional information or inform of resolution of cases within various teams.
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Selected to help pioneer the first “work from home” concept in Capital One history.
Served as virtual help desk support associate providing advice, recommendations and coaching for up to 20 plus associates, facilitating improved quality metrics in customer service.
Won multiple performance awards specifically for providing outstanding customer service and starting up the “work from home” concept successfully.
Consistently maintained Quality Assurance scores above 90%.
Facilitate team meetings, demonstrating new organizational processes and create Power Point presentations to enhance associates skill sets.
Create multiple populating Excel tracking charts capturing questions and technical problems encountered by the team providing a mechanism for improving service delivery.
FRITO-LAY, Richmond, Virginia
Operations Manager, 2006-2010
Supervised up to 40 associates with responsibility for all aspects of training, hiring, and coaching; Drove efficiency within team by utilizing various motivational techniques. Tracked individual performance with regard to attendance, productivity, and accuracy; Created weekly workforce schedule. Forecasted business daily, weekly, monthly, and yearly; Oversaw P&L of business with regard to expense controls, conducted employee performance reviews, facilitated meetings and training classes.
Earned recognition for operations excellence award for best distribution center out of 198 centers in 2006.
Received Doolin Award for operations excellence as region in 2008.
Helped sales department increase sales 20% in 2008 and reduced turnover to less than 10%. Increased sales additional 10% in 2009.
Exceeded plan budget by $200,000, with $100,000 reduction in labor costs, year over plan in 2009.
Maintained all technological aspects of the business to include: Server, computing payroll, updating computer software, electronic ordering and trouble shooting/solving technical problems.
Effectively implemented any change control management.
TOTAL WINE & MORE, Richmond, Virginia
Store Manager, 2004-2006
Managed total operations of store, Directed P&L, computed payroll, and created schedules for associates; Hired associates and managers. Conducted training for associates and management, and coached employees and department managers daily.
Negotiated prices with third party vendors on products to maximize profits. Provided excellent customer service daily.
Contributed to company’s increase in sales by 30% and reduce turnover from 70% to 24% by creating and implementing a training manual in 2005.
FRITO-LAY, Richmond, Virginia
Route Sales Representative, 2001-2004
Serviced customers daily by providing outstanding customer service and negotiating promotions with third party clients; trained new associates for sales.
Increased sales by 45% in 2002. Raised sales by additional 25% in 2003 by providing outstanding customer service.
Earned recognition as Salesman of the Year in 2002. Helped zone win prestigious Herman Lay Award for best sales in nation in 2002.
Served as regional trainer for rollout of new computer hand-held system in 2003.
ELECTRONIC DATA SYSTEMS, Richmond, Virginia
Systems Engineer, 2000-2001
Directly impacted creation of new Medicaid system for state of Delaware, using C, C++, COBOL, SQL, and some mainframe programming languages. Completed project within allotted time frames and budget. Assisted in technical writing of project. Coded system, using Sun Microsystems. Tested and implemented systems. Collaborated with customers to determine needs. Assisted other programmers with technical questions, coding, and problem solving.
ADDITIONAL EXPERIENCE
LONG JOHN SILVER’S, Richmond, Virginia, General Manager, 1994-2000. Responsible for total operations of restaurant. Managed all aspects of P&L, including budgeting, cost controls, and forecasting. Held responsibility for multi-unit supervision for eight months in the absence of supervisor. Led multiple classes on customer service to different restaurants. Reduced turnover to less than 25% annually. Achieved sales of $1,000,000 annually. Earned recognition for best increase in sales and turnover reduction, with sales increasing by 25% and annual turnover reduced from 65% to 15%.
DOMINO’S PIZZA, Richmond, Virginia, General Manager, 1991-1994. Operational responsibility for restaurant. Directed P&L. Hired associates and managers for stores within region. Trained associates, Computed payroll. Supervisor for 12 stores in absence of immediate supervisor, performing as regional manager for one year.
EDUCATION
STRAYER UNIVERSITY, Richmond, Virginia, B.S., Computer Science, Project Management, 2005
ECPI TECHNICAL COLLEGE, Richmond, Virginia, A.A.S., Information Systems/ Computer Programming, 2000
MILITARY EXPERIENCE
UNITED STATES MARINE CORPS, Quantico, Virginia, E4 Corporal, 1987-1991.
COMPUTER SKILLS
Windows 7,8,10, Vista, XP, Microsoft Office Suite, COBOL, C, C++, Java, AS400, HTML, Sun Microsystems
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