Customer Service Management

THOMAS KOLSTAD

*** ******** ***** ******, ** ****4 H: 724-***-**** C: 865-***-**** *********@*****.***

http://webprofile.info/tkolstad

SR. OPERATIONS EXECUTIVE: COO / GM

A highly successful senior operations executive with proven experience driving performance improvement and stakeholder ROI in the commercial, government and nonprofit sectors. Proven ability to lead multi-unit operations regionally and internationally from the ground up and exceed company objective through team building. Maximize operational performance by clearly defining the economic future of the organization, and aligning resources to achieve those goals at the lowest marginal cost and risk.

CORE COMPETENCIES

• Multifunctional Leadership • Market Analysis / Product Identification • Government / Private Contracts

• Global Facility Management • Performance & Process Improvements • Vendor Relations / Negotiations

• Strategic Planning & Execution • Budgeting / P&L Management • Team Development / Deployment

PROFESSIONAL EXPERIENCE

USO - Arlington, VA 2008 - 2012

Vice President, Pacific Region ( Korea, Japan, Hawaii, Guam, Okinawa)

A nonprofit organization with more than $400 million in annual revenue and 165 operations globally.

Held responsibility for all operations in the largest region of the USO, including complete program development and execution. Oversaw budgeting, P&L execution, facility management and support for all military and their families. Led 12 direct and 1,000+ indirect reports.

• Accurately budgeted and forecasted facility design and build plans to construct a $5 million USO center at the new Camp Humphries installation.

• Developed and implemented a USO customer appreciation process for more than 50,000 deploying and returning U.S. military troops from the region.

• Obtained $375,000 in vendor donated and corporate financial support, enabling the completion of major technology upgrades to improve regional service levels for military personnel.

• Significantly improved financial controls by instituting financial literacy training for all Directors and Managers while simultaneously establishing position descriptions and accountabilities.

• $2.4 million region profit improvement achieved by closing a struggling line of business and outsourcing remaining operations to third party agencies.

• Secured $1.12 million in renovation contracts by developing and presenting successful RFPs and subsequently evaluating and selecting contractors, taking personal responsibility for project implementation.

• Negotiated for, planned and delivered a $400,000 self-contained USO-in-a-box mobile unit to Special Forces in the Pacific as the only one of its kind in the region.

GIANT EAGLE SUPERMARKETS - Pittsburgh, PA 2001 - 2008

Director of Retail Operations

A family-owned, $9 billion regional supermarket retailer with 240 stores and 150 convenience stores with gas stations covering a four-state region.

Oversaw complete store operating standards, budgets, P&L performance, cost reduction initiatives and strategies designed to enhance profitability. Led 28 Regional Managers as direct reports.

• Successfully implemented the first E-sourcing process for live, reverse auctions of "not-for-resale" categories, achieving as much as a 50% cost savings with zero loss of product specifications.

• Effectively trained distribution employees on Toyota Production Systems (TPS), resetting a cold storage warehouse with a new pick system that reduced semi-truck loading time by 50%.

• $10 million annual reduction to department costs achieved by implementing innovative training processes that increased individual financial awareness and accountability.

• Reduced annual corporate federal income taxes $1 million annually by developing and rolling out a process to deduct store donations to charitable organizations.

NAVY EXCHANGE - Illinois / Virginia / Guam 1985 - 2001

Midwest Region Director - Chicago, IL (1993 - 2001)

The Navy Exchange with 16,000 employees is a $2 billion global enterprise of over 600 stores consisting of big-box retail / specialty / and convenience stores, hotels, gas stations and concessions operations on U.S. military bases.

Led the region as Senior Executive Director for all operations covering the four-state region, including budgeting, P&L accountability, customer service, facility management, strategic planning and logistics. Oversaw 15 direct reports and more than 1,100 indirect reports.

• Directed a major financial turnaround transformation from a financial loser into being the #1 profit generator in the company.

• $65 million total revenue increase achieved by effectively addressing major operational, customer service and management deficiencies.

• Initiated revolutionary laundry system to process 1.0M pounds of clothing, eliminated all plant overtime and provided 24-hour turnaround service to 56,000 customers.

EXPERIENCE PRIOR TO 1993:

General Manager - Marianas Islands, Guam

Ensured overall continuity and profitability for all operations, including managing the $85 million P&L for all Navy Exchange business across the region. Led all facility maintenance, introduction of new products and business lines, employee training and work performance standards. Oversaw 15 direct reports and 1,100 indirect reports.

• Successfully directed the planning, development contracting, construction and opening of the first-ever Navy hotel in Guam for military personnel.

• Oversaw the emergency reopening of convenience stores and gas stations immediately following the passing of seven major typhoons, providing necessity items to the public.

• Increased total revenues $38 million steadily over three years by conducting a market analysis and effectively implementing multiple new businesses.

• Led emergency customer service for support of all U.S. evacuees following the Mt. Pinatubo eruption, resulting in the #1 top Senior Service Executive Award for exceptional customer service.

Deputy Director, Worldwide Store Operations - Virginia Beach, VA

Held responsibility for 160 Navy Exchange worldwide reporting groups of over 600 stores with $2.0B in annual revenue. As the No. 2 Senior Executive Director for all global operations. Directed all budgeting, P&L performance, customer service, facility management, planning, logistics and career management while leading 160 direct reports and 16,000 indirect reports.

• Dramatically improve food options by identifying, addressing and negotiating for nationally recognized fast-food restaurants to operate on U.S. military bases worldwide.

• Raised vending profitability 25% within one year of converting contract vending operations to a direct run system.

• Directed the worldwide management recruitment, relocation and career planning for all operational management personnel.

EDUCATION / CERTIFICATION

Bachelor of Science in Hotel and Restaurant Management, University of Wisconsin - Stout

Toyota Production Systems (TPS)

Non-Profit Executive Leadership Training

Carnegie Mellon, The Executive Program

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