Customer Service Manager

CATHERINE CRAIG-CRUM **** Snowberry Ct, Indianapolis, IN 46221

317-***-**** • add61u@r.postjobfree.com

https://www.linkedin.com/in/catherinecrum

Results-driven leader with over 14 years’ retail management experience in a high-volume Fortune 500 company. Skilled in P&L management, coaching and mentoring, problem solving, and motivating a team to provide outstanding customer service.

PROFESSIONAL EXPERIENCE

STARBUCKS COFFEE COMPANY, INDIANAPOLIS, IN 2006 – Present

Manager, 2014 – Present

·Manage a $1.3 million Starbucks facility with a staff of 21-23.

·Interview, hire, train Shift Supervisors; ensure that other staff members complete training; schedule employees; conduct 3 and 6 month evaluations, and handle progressive discipline and corrective action when performance does not meet company standards.

·Order food and supplies, ensuring that expenses are within budget.

·Ensure that customer complaints are addressed in a courteous, professional manner.

·Maintain high standards for store cleanliness and sanitation.

·Produce a controllable contribution (profit) of 53%-57% (objective is 48%).

·Coach, mentor, and encourage staff, resulting in a 61% turnover rate versus standard of 67%.

·Complete monthly P&L reports.

·Review bi-monthly survey reports on customer satisfaction and store operations, and take corrective actions where warranted.

Assistant Manager, 2013 – 2014

·Completed management training in interviewing, hiring, training, scheduling, progressive discipline, corrective action, and employee evaluations.

·Supervised daily store activities, including resolving customer complaints.

·Ordered food and supplies under the guidance of Manager. Maintained expenses within budget.

Shift Supervisor, 2006 – 2013

·Supervised staff, ensuring that work was completed in a satisfactory manner, customer problems were resolved, and standards for cleanliness and sanitation were met.

·Established regular routines and protocols to meet QASA standards.

·Studied labor costs, food cost, P&L reports, variance reports, and customer voice reports to develop a thorough understanding of the business.

INDEPENDENT REAL ESTATE AGENT, INDIANAPOLIS, IN 2009 – 2013

Real Estate Agent – Residential and investment homes

·Communicated with customers and lenders to buy and sell homes (including foreclosures). Negotiated contracts; interpreted financial and investment documents; resolved problems; attended closings.

EDUCATION

Pursuing Bachelor’s in Business/Marketing, Purdue University, West Lafayette, IN

and Southern Indiana University, Evansville, IN (Completed 3 years)

COMMUNITY SERVICE

Volunteer, Race for the Cure (breast cancer awareness)

Starbucks Youth Works Program – volunteers assist with resumes and set up mock interviews

Contact this candidate