Customer Service Manager

Frank Amato

Wexford, PA • 917-***-**** • *******@***.***

Experienced Multi Unit Management Professional

A proven multi-unit leader with over 20 years of expertise building, training, and motivating teams to provide superior customer service and full execution of operational functions. Consistently meet and exceed established financial and sales goals and maintain profitability by implementing and executing best practices in customer service, merchandising, operations and P&L management. Areas of strength and focus include:

Multi-Unit Management

Retail Management

Departmental Management

Food Service Management

Safe Food Handling

Accounting & Payroll

Vendor & Supplier Relations

Employee Supervision

Labor Relations

Profit Strategies

Budgeting & Cost Containment

Product Merchandising

Financial Analysis

Excellent Customer Service

Superior Communication

Professional Experience

Heartland Restaurant Group, Pittsburgh, PA 2016-Present

District Manager

Oversee seven Dunkin Donuts store locations and management teams as well as an Area Manager with three restaurants under their supervision. Direct workforce management, communication, customer experience, store technology, business analysis, operational planning, merchandising, and training for all stores to meet all corporate revenue and profitability goals.

Led district to win Best Financial Performance award in May 2016

Jiffy Lube, Pittsburgh, PA 2012-2016

Regional Sales and Operations Manager

Demonstrated leadership, communication, and vision as senior manager overseeing 14 locations with annual sales exceeding $10M. Directly supervised two district sales and operation managers to lead a network of 14 general sales and operations managers, 25 assistant managers, and 75+ service advisors and technicians. Ensured subordinate managers and employees received proper training, had necessary resources, and followed company guidelines for customer service and workmanship.

Increased market sales by 4.7% within one-year period

Added an additional $11K of revenue for two locations through pilot program adding brake service

H&R Block, Pittsburgh, PA 2011-2012

District Operations Coordinator

Directed operations for 48 offices in 2 districts covering three states. Worked with district managers to ensure staffing schedules met customer needs and budget targets. Enforced company standards, policies, and procedures to consistently reproduce and reinforce company brand. Coordinated with landlords and vendors to open/close/maintain offices to corporate standards. Supervised staff in supporting office upgrades, deliveries, and administrative activities. Planned and participated in district meetings.

Successfully managed two districts; improved communication between store managers and district office

Centralized supply ordering and distribution resulting in significant cost reductions and supply chain improvement

The Original HoneyBaked Ham Company, Charlotte, NC 2009-2011

General Manager

Provided positive in-store operational leadership as general manager for day-to-day operations of retail storefront and two kiosks. Built sales through a relationship oriented marketing approach to local businesses. Implemented corporate promotions to maximize sales and create a positive selling environment. Promoted corporate brand and culture of “best-in-class” customer service at all times; ensured exceptional quality and service. Recruited, hired and trained all store employees; delegated and empowered employees to manage and be accountable for daily operations of their respective departments. Oversaw cash handing, customer service, merchandising, human resources administration, strategic business planning, and operations. Developed and implemented financial and operations plans to meet customer requirements while controlling expenses, achieving budgeted labor costs, and maximizing profits. Controlled costs through effective labor practices and precise cost/inventory controls in all departments.

Produced highest revenue of any location in the Charlotte market

Increased lunch and catering sales by 30%; increased total sales by 9%

Increased net income by 8.5% through careful control of expenses

The Original SoupMan, New York, NY 2005-2008

Operating Partner; Director of Training

Simultaneously served as Director of Store Operations, Director of Training, and District Manager for over 35 franchised locations. Liaised with franchisees in all aspects of new store openings and day to day operations while working to build brand and drive profits. Selected and developed store management teams. Conducted SWOT analysis to identify training gaps; taught training and certification classes to franchisees. Inspected store environments and reviewed KPIs in all stores to identify problems and opportunities for improvement in order to provide coaching to store teams needed to achieve operational goals. Participated in marketing and merchandising decisions and oversaw outsourced marketing projects.

Supervised operations generating up to $24 million dollars in revenue in 9 states and Canada

Created entire operations manual for franchise

Created and implemented all aspects of franchise training program for employees and owners

Starbucks Coffee Company, New York, NY 1999-2005

Store Manager

Directed day to day operations of high volume retail store. Supervised staff of 45+ employees, while overseeing all customer service and staff related issues. Developed, executed, and measured impact of strategic and operational plans for store. Additional duties included financial analysis, implementing district marketing programs, and analysis of district food, labor, training and retail reports to optimize sales.

Named Manager of the Quarter

Successfully managed, trained, and coached 25+ management trainees at start of their Starbucks career

Revitalized five stores suffering from poor sales through effective training and staffing initiatives

Certifications

ServSafe and NYC Health Department Food Handling Certification

Starbucks Coffee Master Certification

Education

Business Coursework, International Correspondence School, Pittsburgh, PA

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