Customer Service Manager

Armand E. Musto

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

Lexington, MA *2421

Home Phone 781-***-****

Cell Phone 617-***-****

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

Self-motivated, driven professional with a proven track record of team building. History of exceeding customer service and financial goals while thinking outside the box. Experience building dedicated, high- performance teams that are focused on growth and enhancing the company stature. EXPERIENCE

2010-Present Senior District Manager

Sears Auto Center, Greater Boston Area

Oversee the operations, management, and revenue growth of up to 18 stores, with over 300 associates

Generate over 45 million dollars in annual revenue

Develop and coach management staff

Hire, train and retain associates

Build customer loyalty through enhancing and improving service standards throughout the district

Manage inventory levels and ensure stores are stocked with products that grow revenue and profit margins

Control local marketing efforts through grass roots efforts, and work with local and regional media and advertising outlets to enhance the visibility of the business

Grow customer base and enhance customer relationships while ensuring a loyal customer base for continued, repeat business

Direct and manage commercial/wholesale footprint by building relationships with local businesses and ensuring prompt service from stores within district, thus building long-term commercial relationships

Responsible for the management of the district P&L

Manage store expenses to ensure profit objectives are met both monthly and annually 1996-2010 Store Manager

Sears Auto Center, Leominster, MA

Ranked number one in operations within district for over 10 years

Turned profits that exceeded expectations

Consistently surpassed goals and completed tasks ahead of schedule

Maintained an excellent customer service ranking

Trained, motivated, and retained quality associates through a hands-on management style

Prepared and presented seminars regarding proper organization of staffing, inventory, payroll records, and profit management

Responsible for managing tire/battery/mechanical auto center and its associates

Created business plans to meet and surpass sales objectives

Managed payroll and expenses within budgetary limits

Ensured that associates completed company training and certification programs

Processed payroll and resolved any and all human resource issues at the unit level

Recruited, hired, and trained new associates for store and district

Maintained facility to company standards

Exceeded company customer service and profit objectives

Ensured a broad customer base

Ensure that the business grows annually and increase market share 1993-1996 Customer Service Advisor / Assistant Manager / Store Manager National Tire Warehouse

Nashua, NH; Everett, MA; Woburn, MA; Newton, MA; Natick, MA

Responsible for devising advertising and pricing for the district

Acted as liaison with print and radio media

Responsible for managing tire/battery/mechanical unit and its associates

Created business plans to meet and surpass sales objectives

Managed payroll and expenses within budgetary limits

Ensured that associates completed company training and certification programs

Processed payroll and resolved any and all human resource issues at the unit level

Recruited, hired and trained new associates

Maintained facility to company standards

Exceeded company customer service and profit objectives

Ensured a broad customer base

Ensured that the business grew annually and increased market share

Presented merchandise and services to customer base 1989-1992 Air Traffic Control Officer

Federal Aviation Administration, Hanscom Field & Nashua, NH

Maintained safe separation of aircraft in the air and on the ground within the facility boundaries

Learned and was fluent with the air route systems of the facility

Adept with all Federal Aviation Rules that applied to the facility 1983-1989 Drafting Assistant

United Electric Controls Co., Watertown, MA

Maintained drafting files within the mechanical drafting department

Filled orders from within and outside the company for blue print requests

Assisted in updating drawings and input computer data EDUCATION

1985-1990 BS in Business Management from Daniel Webster College of Nashua, NH 1990 Air Traffic Control Certified from Federal Aviation Administration Academy in Oklahoma City, OK

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