District Manager Customer Support
Resume:
Michelle Lang
St. Hedwig, TX *****
********@*****.***
Objective
Results driven District Manager with over 20 years of management experience. Seeking an opportunity as a key player where I may utilize my leadership, relationship building skills striving for growth and success. Experience
April 2023 – November 2023
Sales Support Manager Boss Products
• Responsible for all customer support on all domestic accounts
• Ensure optimal level of transactions for customers with absence of issues and implement QC processes.
• Create and measure KPI’s – audit management of internal errors and losses.
• Focus on customer satisfaction; monitor inquires, comments and complaints while reaching sales goal of $17MM while supporting Region Sales Managers.
• Create and implement SOP’s and streamline company processes; RMA, Sales Order and Closing Processes.
February 2021 - 2023
District Manager Kimco Facility Services
• Streamline processes, utilizing programs more efficiently, and strategize solutions correcting issues.
• Management of district fleet maintenance and multiple storage unit necessities.
• Manage operations exceeding $3.6MM with focus on growth via BPW and new business.
• Provide leadership and customer-based resolutions focused on service and profitable outcome for regional and national accounts.
• Monitor business trends, cut unnecessary expenses while focused on the P&L.
• Recruit, hire, train, and lead a team of multiple area managers and supervisors for 230 job sites throughout Texas, and lowered labor cost by 15%.
• Travel requirements 40%; site reviews-new business, QA using lighthouse, project work, and customer resolution.
• Use of CMMS for efficiently for the region benefiting the customer and billing.
• Account management of local and regional accounts.
• Monitor inventory and order supplies and equipment for new and existing accounts.
• Build customer base, site walks and bid submissions. August 2014 – November 2020
General Manager Lafferty Cleaning Services
• Establish small start-up business in highly desired market with annual growth of 30%.
• Business expansion with new office location.
• Recruit, onboarding, and lead management team and crew.
• Account management; lead point of contact, build strong customer relationships, interact with customer reviews, price negotiations, maintain contracts.
• Consult and inspect services from competitors to assist with service improvements.
• Test products for cost effective results, inventory or supplies and equipment.
• Co-Host and manage 12 vacation rentals providing a first-class experience and set up local experiences.
• Manage properties and provide VIP experience hosting vacation rental guests. Michelle Lang
• Identify cost effective supplies and luxury materials for vacation rental experience.
• Focus on commercial, government, VRBO and residential business growth.
• Develop SOP’s and create plans to manage profitable margins and customer concerns.
• Create marketing materials and analyze growth trends. June 2007 – February 2013
Legal Coordinator Select Management Resources
• Assess customer accounts for recovery; civil lawsuits, replevins, and garnishments in multiple states.
• Negotiate payoffs with court, counsel, and customers during court appearances.
• Bankruptcy settlements.
• Skip trace and collections.
• Create internal procedures and process guides for legal action.
• Travel 60% required; court hearings, filings, and negotiations with a 60% recovery margin goal. March 2004 – June 2007
Area Manager Select Management Resources
• Manage operations exceeding $200K new business monthly with focus on term loans and collections.
• Recruit, hire, and develop a leadership team in twelve offices and implement processes ensuring quality standards.
• Negotiate agreements with vendors, subcontractors and property management ensuring P&L success and recovery loss not to exceed 10%.
• Manage all vehicle replevins, recoveries, and auction sales.
• Assessing locations and work with government offices for permit requirements for new office locations.
• Conduct internal compliance audits.
June 2001 – March 2004
Region Administrative Manager Schwan’s Home Services
• Manage administrative operations in five states.
• Implement and manage processes for development and training for Region, District, and Local management.
• Monitor P&L, expense reports, procurement, marketing, and sales activity.
• Create individual development plans for administrative staff.
• Negotiate agreements with vendors, and property management operating with budgets.
• Coordinate training meetings, regional banquets, and presentations, and give presentations at region meetings and banquets.
Education
Cypress College 1991-1993
Certifications
• Texas Food Handlers Cert.
• First Aid, CPR and AED
• Real Estate 180 hours coursework
Contact this candidate