Operations Manager Customer Service

Location:

Valparaiso, IN, 46383

Posted:

July 24, 2024

Contact this candidate

Resume:

Brian Black

*** *****, *********, ** *****

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

219-***-****

Professional Summary

Highly knowledgeable and skilled operations manager with accomplishments in increasing efficiency, reducing costs, and driving employee commitment. Analytical and data-driven with a rapport building approach. Successful in training, employee retention, process evolvement.

Professional Objectives

I am looking for a company that has excellent standards and reputation, competitive compensation, historical growth and internal movement, career stability, and community investments; with intent on hiring an investment much like myself for long-term growth together. I bring passion for development, loyalty, experience, and dedication to success.

Skills

Operations Management

Communication

Team building

Customer centered

Financial analysis

Customer Service

Vendor relations

Leadership

Training and Evaluation

Inventory accuracy

Computer and multi-program literate

POS

People Management/Direct reports

Supervision

Cost controls

Strategic Goals

I am well versed in using MICROS and programming MICROS, Windows, Microsoft Office, Excel, Power Point, Spreadsheets and a multitude of other applications and software for operating computers.

Experience

Sales Consultant Feb 2024-March 2024

Michigan City KIA Michigan City, IN

Assess customer specifications and guide through process of obtaining vehicle

Utilize multiple inventory programs to research and successfully obtain product

Assist customers through purchase process to obtain best possible payment plan

Upsell products for aftermarket purchase to enhance longevity of vehicle

Consult with service department for customer needs

Area Manager, L5 AMZL Logistics Oct 2020-Aug 2023

Amazon South Bend, IN

Monitored product flow from unloading to containerizing to ensure expected product flowed at rate and have transitioned to delivery successfully

Maintained safe warehouse environment for accurate and proper handling of products throughout

Utilized multiple monitoring systems to coordinate drivers, L4’s/L3’s, and team members throughout shift to ensure timeliness and accuracy

Managed labor to ensure movement of team members during shift to maintain rates needed; utilized no overtime during tenure

Best Manager Satisfaction Rates from direct reports and L3’s for over 31 months

No work related injuries throughout distribution center for over 19 months

Coached team members on performance and technique to enhance performance to targeted rates; reducing labor by 8% on average throughout week

Performance development of L3’s and L4’s with goal for successions; 7 out of 7 promoted within timeframe

Assisted customers with package pick-ups at warehouse

Oversaw and reviewed shift reports to accurately detail labor, package reports, safety assessments, and time assessments

Food and Beverage Operations Manager Dec 2017-Sep 2020

Four Winds Casino New Buffalo, IN

Reduced alcohol waste at all walk-up and service bars by implementing free-pour standards

Maintained 15% cost of alcohol inventory out of warehouse by controlling ordering to as-needed and reducing stock

Created drink specials and menus; increasing sales at all bars, restaurants, concert venue, events with sales initiatives

Increased concert venue and event alcohol sales by 30% and reduced wait time in lines for guests with pre-mixed, themed to the event cocktails

Utilized bar kiosks to be strategically placed throughout casino floor to decrease wait time and enhance sales

Created bids for team members through labor and sales analysis bi-annually

Directed three Beverage Shift Managers, seven Shift Supervisors, and multiple departments with over 140 team members; maintaining positive relations with all

Open-door policy to all employees

Two walk-up bars; four service wells, ordered all alcohol on property for all venues; took over concert venue bar

Responsible for safe environment throughout casino, bars, kitchens, and warehouse

Handled guest satisfaction, interacted with players and guests to gauge overall performance of team service

Met with outside representatives to ensure product availability and research new products for floor or venues

Increased team satisfaction scores with open meetings and bid reviews to maintain a 95% plus score throughout each month

P & L, Inventory, Labor reporting weekly/monthly/annually

Maintained Serv-Safe Certification and Liquor License

General Manager Culinary Aug 2016-Nov 2017

Unidine/Sanctuary at St. Paul’s South Bend, IN

Managed culinary departments for comprehensive care retirement center with 380 beds and over 400 residents

Monthly menu creations, implementation, adjustments

Weekly labor scheduling based on census and menu handling needs each meal

Control of budget and ordering of all products

Maintained safe environment on all floors and kitchens with no work related injuries during tenure

Monthly meetings open to residents for menu review; product suggestions; planning upcoming events

Four Direct Managers and average of 60 staff; coaching, hiring, firing, training review; supervising for policies and procedures of service/handling

Catered all events on property; responsible for Celebrations of Life events; Happy Hour Fridays

Vendor relations

Traveled as required for Unidine meetings

Maintained Serv-Safe Certification and Liquor License

Food and Beverage Operations Manager Dec 2006-Jun 2016

Blue Chip Casino Michigan City, IN

Started as a Supervisor and was promoted within 4 months to managing all aspects of the beverage department

Within 1 year took over all food and beverage operations on the property

All team members were union; worked within union guidelines to handle and negotiate as needed

Directed seven Managers; thirteen Shift Supervisors; over 200 hourly team members; maintained positive relations with all

Created menus for all venues including restaurants; pricing

Ordered all alcohol for the property; including Spa

Assisted with drink specials and monthly sales incentives

Created bids compliant with union parameters bi-annually to reflect needs of all venues based on YOY business analysis, sales, labor costs

Performance reviews of Managers and Supervisors

Open door policy to all employees

Responsible for safe environment throughout casino, bars, kitchens, and warehouse

Handled guest satisfaction, interacted with players and guests to gauge overall performance of team service

Met with outside representatives to ensure product availability and research new products for floor or venues

P & L, Inventory, Labor reporting weekly/monthly/annually

Maintained Serv-Safe Certification and Liquor License

Prior Experience to include 1990-2005

Worked in psychiatric services with chronically mentally ill, indigent adults, battered women, acute at-risk children, semi-independent living. These experiences involved psychiatric acute in-patient, residential, and semi-independent living services.

Education

Purdue University Graduate 2012 Westville, IN

Bachelor of Arts: Business Management, with a minor in Behavioral Science

Semester Honors and Dean’s List throughout academia

1986 Graduate from Valparaiso High School

Community

Loaned Executive for United Way of LaPorte County (2010-2016)

Ordained Minister Sep 2017

Volunteer Lake Shore Paws 2023-present

Linkedin: Brian Black

Keywords

Professional, Management, Operations, multi-tasking, P&L, guest relations, vendor relations, purchasing, human resource relations, budgeting, strategic development, Union and Non-Union experienced leadership

References

This list contains personal and professional references for my use. I have provided job title, number of years known and home phone numbers. This information is expected to be kept confidential. Your co-operation is appreciated. The people listed below have been informed that you might be contacting them for professional and/or personal information regarding myself, and they are prepared to assist you with your inquiries. Again, professionalism is contagious, and I am hopeful that upon contacting these listings, you remember you might be calling when they are at home or work, and that the call should be made at a convenient time of day. Thank you.

Professional References:

Patrick Higgins

Annette Corbett

Executive Chef

GM Long Beach Ctry Club

Known for 19 years

Long Beach, IN

(mobile) 702-***-****

Known for 20 years

(mobile) 219-***-****

Dennis Borrousch

Former Director of Operations