Store Manager Customer Care

OPERATIONS & CLIENT SERVICES EXECUTIVE

Customer-Satisfaction Obsessed: Never Satisfied with the Status-Quo or Minimal SLA Fulfillment. Customer retention optimizer with an unwavering commitment to delight customers at every opportunity. Turnaround architect with a proven track record of achieving substantial profit and efficiency gains through process improvement and automation. Empathetic leader known for building top-performing teams and making employees feel deeply invested in the customer experience. Core competencies include:

Operational Excellence • Client Services • OSHA • Budgeting & Forecasting • Operational Support • Account Management • Business Performance Improvement • Staff Development • Strategic Plans • Data Collection • Vendor Sourcing • Customer Support • Customer Care Support • Client Relationships • Process Management • Operations Blueprint Design • Reporting Policies • Research • Executive Presentations • Systems Troubleshooting • Agile & Data- Driven Planning • Large-Scale Operations • Partnership Strategy • Talent Acquisition • Analytics & Checklists • Support Services • Team Management • Executive Leadership • End-to-End Project Management • Service-Level Agreements PROFESSIONAL EXPERIENCE

VICE PRESIDENT – CLIENT SERVICES & OPERATIONS

Gemini Resources, Kilgore, Texas, 2018 to Present

Recruited back to this medical transcription company to lead operational turnaround. Entrusted to improve productivity, profitability, and customer satisfaction. Oversee Operations, Accounting, Human Resources, Supply Chain, and Client Services. Lead and motivate 3 direct reports and 30+ remote employees to peak performance levels. Establish technology and equipment budgets, and control 6-figure P&L. Manage portfolio of key client accounts, ensuring positive customer experience

(CX), clear and consistent communications, and maximum retention. Analyze proposed/existing projects, drive business cadence, resolve complex problems and disputes, and generate effective solutions. Work remotely, collaborate with business leaders across the enterprise, and provide guidance on best practices. Transformed corporate operations, financial performance, customer satisfaction, and staff morale. Significantly improved culture and client engagement by listening carefully to employee and customer pain points. Identified and resolved order distribution challenges, strategized deadlines, and balanced workloads. Expanded new account volume after analyzing workflows, refining scorecards, and implementing value-stream maps. Redesigned client service, customer onboarding, order assignment, monitoring, and delivery protocols. Instituted regular staff meetings, employee recognition programs, frequent performance reviews, and standard operating procedures (SOPs).

• Turned 3 years of losses into 6-figure profits in 6 months. • Reduced average turnaround time by 26%.

• Boosted customer satisfaction from 50% to 85%+. • Rescued nearly all 15 at-risk accounts.

• Decreased labor costs by 19%. • Created annual client satisfaction survey. DIRECTOR – CLIENT SERVICES & LOGISTICS

Cain Food Industries, Dallas, Texas, 2014 to 2017

Optimized financial performance, manufacturing efficiency, product quality, and logistics within a highly regulated industry. Steered $23 million portfolio of strategic accounts while leading 4 direct reports and 7 indirect reports. Initiated key projects while directing Client Services, Operations, Logistics, Supply Chain, Sales Support, and Accounting departments. Spearheaded Six Sigma and Lean manufacturing initiatives. Pinpointed and proactively resolved complex issues through workflow process audits and root cause analysis. Served as project manager for SOP development and business process improvement. Improved regulatory compliance. Ensured full adherence to state/federal laws, HACCP requirements, USDA Organic standards, FDA regulations, kosher traditions, good manufacturing practices (GMPs), and Level 3 SQF Certification guidelines. Mitigated risks through staff retraining and process redesign. Conducted compliance audits, inspected facilities and equipment, streamlined FIFO raw material movements, and enhanced inventory management. Served on SQF Committee, HACCP and Recall Committee, and Continuous Improvement Team.

• Landed 1st-time wins with major national/global clients.

• Boosted productivity 71% and decreased labor by 20%.

• Lowered 2016 domestic outbound logistics costs by 37%.

• Raised quality scores 40% with continuous improvement.

• Avoided possible recall with 7-figure liability potential.

• Increased revenue 45%+ in just 9 months.

• Added 3 new production lines and a 2nd facility.

• Positioned company to pursue 7-figure contracts.

• Improved profit 35% through contract negotiation.

• Reduced operational expenses by 30%.

903-***-**** **************@*****.*** LinkedIn.com/in/BronwynCassedy FACILITY DIRECTOR

JumpStreet, LLC, Colleyville, Texas, 2012 to 2014

Successfully established and operated 20,000+ square foot recreation facility. Oversaw interior construction, equipment installation, and security system setup. Directed all aspects of daily operations, including scheduling, accounting, cash management, inventory, vending, equipment maintenance, facility maintenance, event planning, safety management, employee training, and customer service. Represented company and location at domestic/international meetings. Determined facility budgets for marketing and staff events. Improved community outreach and forged lasting business partnerships while collaborating with community leaders.

Maximized employee performance and accountability: Led 50+ direct reports and HR functions, including staff hiring, training, coaching, and terminations. Improved staff retention, morale, and satisfaction by introducing employee recognition programs, labor communication forums, and career advancement opportunities. Created model for corrective actions that was adopted companywide.

• Built new location on time and within budget.

• Held most successful opening in company history.

• Elevated guest satisfaction score from 74% to 92% in 10 months.

• Greatly increased revenue, profitability, and CX.

• Tapped to lead Turnaround Task Force for underperforming sites.

• Improved customer satisfaction 29% at 12 locations. PAST • SUCCESS Lowered staff turnover by 22% and guest injuries by 32%. Store Manager Ross Stores: Ensured excellent retail sales, profit, and customer service. Recruited, trained, and managed 35+ full-time employees (FTEs). Elevated upselling and cross-selling results. Reduced untraced product loss by 19%. Leveraged leadership experience to mentor, coach, and inspire employees and delegate tasks. Assistant Store Manager Coldwater Creek: Ensured strong financial performance management while supervising 20+ employees. Reduced staff turnover by 15% and won Service Excellence Award for driving record-high sales increases. Propelled store from #11 to #5 in territory within 12 months. CREDENTIALS Higher Education: Bachelor of Science (BSc) – Biology 3 Years Completed (100 Credits), 3.8 GPA

University of Texas – Arlington

Open to completing Bachelor’s Degree, pursuing MBA, and obtaining Six Sigma Certification

Memberships: Certified Member, CompTIA

Member, International Association of Risk & Compliance Professionals (IARCP) SKILLS & INTERESTS

Languages: Fluent English, Basic French, Intermediate Spanish Technical Skills: Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint), Adobe Acrobat, SAP, Salesforce, HubSpot, Oracle, BatchMaster, and PeopleSoft. Experienced with many CRMs, ERPs, enterprise applications, and cloud computing solutions. Equivalent work experience to Computer Science / MIS certification. Open to becoming certified in ITIL Foundation. Interpersonal Skills: Self-starter, team member, and collaborator respected for entrepreneurial spirit and positive attitude. Proven able to inspire confidence, listen intently, and set a clear vision. Talented at mentoring employees, delivering operations excellence, strengthening collaboration, and demonstrating the highest levels of integrity. Exceptional team- building, problem-solving, decision-making, and written communication skills. Decisive, driven, ethical, and creative. Catalyst for innovation with a passion for making businesses more competitive. Industries of Interest: Healthcare, Hospital Operations, Health Services, Patient Care, Reproductive Justice, Public Health, Nursing, Public Policy, Reproductive Health, Billing and Coding, Public Administration Page 2 of 2-903-***-**** **************@*****.***

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