Business Analyst Customer Service
Resume:
ROBERT L. GOLDSTEIN JR.
Upper Marlboro, Maryland 20772
******.***********@*****.***
Business Management
Versatile business professional with 25+ years of experience in managing high performance teams with aggressive timelines. Proven record of success analyzing all aspects of special projects, improving the efficiency of operations and providing solutions for high priority business goals. Skilled troubleshooter and problem solver, with the ability to translate business intelligence and performance management requirements into manageable data formats. Additional skill in cost estimating, business analyst and operations, accounting and quality assurance. Acknowledged for integrity and high professional standards. A positive leader who has a track record of success in relationship building, decision making and communicating.
EDUCATION / TRAINING
University of Maryland Global Campus Upper Marlboro, Md. 05/22 -Present Human Resource Management
JRock Technology Landover, Md. 05/15
Business Analyst
Temple University Philadelphia, Pa. 05/92
Communications
SUMMARY OF QUALIFICATIONS
• Proven ability to adapt to change and successfully complete demands in a face paced environment
• Self-motivated employee who performs diligently to accomplish business goals with the ability to learn new skills quickly and effectively.
• Adept in customer service with the ability to handle and resolve issues quickly and efficiently
• Team oriented, having excellent communication skills; Works extremely well with others
• Ability to work with cross-functional teams
• Skilled in data analysis, business process improvement and asset management
• Exceptional planning and implementation capabilities ROBERT L. GOLDSTEIN JR.
10900 Melwood Park Place
Upper Marlboro, Maryland 20772
******.***********@*****.***
CAREER EXPERIENCE
IAA Inc.
Assistant Branch Manager. Brandywine MD. 3/2023 - Present Consciously build a workplace culture that is consistent with the overall organization's and that emphasizes the identified mission, vision, guiding values, policies, and values of IAA Maintain overall performance and operate auction branch locations; leading planning processes and developing new methods of internal procedures to improve efficiencies Coach, mentor, and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities
Ensure that the branch/ service center meets its planned profitability sales and customer service levels in addition to marketing the branch/service center within the approved expense budget. Lead employees using a performance management and development process that provides an overall context and framework to encourage employee contribution and includes goal setting, feedback, and performance management where required
Support and handle all personnel issues, including hiring and terminating of employees and overseeing the overall safety and security of all branch personnel and company assets Lowes Home Improvement Washington, DC. 10/2019 -3/2022 Assistant Store Manager of Operations
• Recruited, hired and trained new employees, aimed at building high-functioning team focused on stock management, visual merchandising and general store operations.
• Implemented theft prevention policies to minimize potential stock loss.
• Communicated issues and challenges to corporate leadership, providing possible solutions.
• Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
• Reduced company expenditures and met budget targets by closely monitoring, tracking and controlling expenses.
• Provided weekly work schedules to employees to accommodate business demands and vacation requests.
ROBERT L. GOLDSTEIN JR.
10900 Melwood Park Place
Upper Marlboro, Maryland 20772
******.***********@*****.***
Wave Executives Inc.
Senior Account Manager Fairfax Va. 11/18 - 10/19
• Promoted from Account Representative to Senior Account Manager within two months
• Trained team on products and services regarding features, benefits and applications of equipment
• Developed and maintained customer relationships while introducing new product lines
• Built team from the ground up which led to major growth internally and increased client profits
• Ranked Top Performer on team in upgrades and product sales
• Determined event requirements, budget and goals of tradeshow program while developing relationships with client marketing managers
• Trained team on customer and project requirements
• Developed relationships with national resources contributing to increased profit margins.
• Led team in securing new accounts by cold calling, resulting in a 20% increase in revenue
• Trained new hires on presentations, impact and compliance
• Trained new hires on sales tools and risk management regulatory compliance
• Set sales targets and specific performance metrics, aligned with business strategies
• Delivered exceptional account service to strengthen customer loyalty
• Supervised and supported account managers and representatives to ensure client satisfaction BJS Wholesale Club
Assistant Store Manager Upper Marlboro Md. 10/15 - 11/18
• Responsible for safety, loss prevention, receiving, and inventory control
• Oversaw and directed the work of supervisors and team members in the asset protection and receiving/inventory control departments
• Maintained a safe club environment by promoting safe work habits
• Managed physical and systemic receiving, processes damages and defective returns, and ensured inventory accuracy in the front and back of the club
• Monitored and executed all company asset control programs
• Acted as a key holder for the club and held manager on duty responsibilities
• Performed safety inspections and instructed on accident prevention techniques
• Handled worker’s compensation and general liability rates
• Developed/Taught loss prevention programs
• Ensured that merchandise and fixtures were protected from theft
• Investigated internal and external theft
• Reported shrink results
• Managed receiving and inventory control functions
• Oversaw count programs and drove operational shrink deterrence
• Performed computer room functions, including reporting and signage, while ensuring all signage was accurate
• Processed and ensured the accuracy of damage and defective returns ROBERT L. GOLDSTEIN JR.
10900 Melwood Park Place
Upper Marlboro, Maryland 20772
******.***********@*****.***
• Developed effective and productive teams in the asset protection and receiving/ inventory control departments through selection, training, managing, evaluating performance, coaching, motivating and disciplining when necessary Morgan, Lewis & Bockius LLP Washington, D.C. 10/11 - 2/12 Patent Prosecution Specialist
• Performed activities related to Patent Prosecution, including the preparation and filing of documents to worksite and with the United States Patent and Trademark Office
• Reviewed and processed documents such as Filing Receipts, Notice of Recordations, Letters Patent and Notice of Publications in accordance with the set guidelines and procedures
• Obtained application information using private PAIR.
• Experienced in CPI records database, MS Office, Adobe Acrobat, Filesite, PAIR, Elite Enterprise, EFS-web, EPAS, MS Office and LegalKey
Drinker Biddle & Reath LLP Washington, D. C. 10/07 - 10/11 IP Records Specialist/Mail clerk
• Performed a variety of legal, clerical and administrative duties of a confidential nature for clients, attorneys, legal assistants and all staff in the prosecution of Patent Cases
• Tracked cases and maintained related legal and technical files, databases and records
• Responsible for Case room space management
• Delivered and shipped mail to and for clients and appropriate staff members;including internal and external clients and from office to office
• Experienced in Legalkey, CPI, (PAIR) System, MS Office
• Performed necessary office moves for all attorneys, legal assistants and staff members
• Handled copy jobs of a sensitive nature for clients, attorneys, legal assistants and all staff
• Assisted with secretarial and receptionist duties
• Trained for help desk position
Agape Cabbage Patch Learning Center Washington, D.C. 11/06 - 10/07 Teacher Assistant
• Supervised students in classrooms as well as on field trips
• Tutored and assisted children individually or in small groups in order to help them master assignments and to reinforce learning concepts presented by teachers
• Enforced administration policies and rules governing students
• Observed student’s performance and recorded relevant data to assess progress ROBERT L. GOLDSTEIN JR.
10900 Melwood Park Place
Upper Marlboro, Maryland 20772
******.***********@*****.***
Allied Security Philadelphia, Pa. 04/02 - 08/06
Assistant Account Manager
• Recorded time and attendance for supervised staff and submitted to manager
• Supervised 30 security guards and set time schedules for employees
• Trained new hires for security positions
• Established high standards to meet the needs of clients Citizens Bank Park Philadelphia, Pa. 04/04 - 06/06 Pressure Washer Manager
• Interviewed and trained all new employees
• Managed a staff of 25 employees providing cleaning services for entire stadium daily
• Responsible for the training and retraining of employees to ensure daily duties and demands are completed in a timely and effective manner
• Responsible for equipment storage on facility site United Parcel Service Philadelphia, Pa. 09/93 - 08/03 Manager
Reconciles financial accrual reporting on transportation and labor to identify required adjustments (e.g., staffing to volume plan, reduced overtime, etc.) for meeting financial objectives
Implements and maintains Quality Control (QC) programs to ensure employees are aware of QC procedures for reducing service failures (e.g., mis-keys, incorrect label placement, missorts, etc.)
Communicates performance expectations to vendors to correct performance deficiencies Assists in developing operational goals, production standards, and plans to improve work processes and increase productivity and efficiencies Maintains daily communications with staffing agencies to address fulfillment issues, communicate company standards, and discuss expectations Manages resources and people processes (e.g., Quality Performance Review [QPR], Career Development, Training, Staffing, etc.) to ensure the day-to-day administration of processes and formal procedures
Performs audits of operational processes and performance to ensure service levels are maintained and to identify areas of improvement
Maintains proper documentation of facility requirements (e.g., facility inspection spreadsheets, evacuation drills and participants, quarterly alarm tests, etc.) to ensure compliance with corporate and governmental procedures
Tracks expenditures against financial targets; describes impact of area’s budget on organizational financial plan
ROBERT L. GOLDSTEIN JR.
10900 Melwood Park Place
Upper Marlboro, Maryland 20772
******.***********@*****.***
Develops plans that balance details and the “big picture”; adapts the level of detail required for a given audience and the purpose; completes work with thoroughness; maintains records and information in an organized manner
Managed all facets of warehouse operations
Managed a staff of 15 salaried managers and a work staff consisting of 200 plus employees Responsible for hiring, training, and the dismissal of employees Responsible for the daily incoming and outgoing of shipments via airplanes, trailers and package cars
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