Customer Service Manager

KEITH GERDES

Phoenix Area, Arizona, ***** 707-***-**** ************@*****.*** https://www.linkedin.com/in/keith-gerdes-/

Senior Operations Executive

Fiscal Discipline Revenue Generation Business Transformation

Versatile, high-energy executive who develops competitive strategies that lead companies through change and challenge to operational improvement. Experienced in marrying strategy and execution in pursuit of new business opportunities. A pragmatic thinker who architects strategies with a tactical, hands-on approach in business process mapping, organizational change management, strategic planning, and compliance. Provides extensive financial modeling in support of corporate FP&A.

Change & Turnaround Management - Develops processes and plans to help ease the impact change can have on organizations. Implements a sequence of events to move change from inception to delivery, and then develops support and a project team to deliver on strategic goals and milestones.

Customer Experience Champion – Provides Best in Class customer service while implementing cost-saving strategies. Continuously brings Voice of the Customer input and initiatives to improve the experience of the Customer and enhance customer service. Manages P&L Communicates updates, project status, key metrics, and risks to all stakeholders.

Strategic Planning & Market Development - Develops and executes policies and procedures, technologies, and project initiatives in furtherance of corporate objectives. Conducts research to understand local markets, client needs, and competitors. Developing a solid plan that weaves goals and tactics into a seamless experience for both Companies.

Budgeting & Forecasting - Designs effective budgets to analyze financial information. Forecasts future budget needs to identify variances between actual and budgeted results at the end of each reporting period. Presents annual budgets to Board members.

Employee Leadership & Engagement - Implements programs to increase morale, encourage employee participation, and decrease staff turnover. Inspires idea generation and innovation by instilling highly effective communication and empowerment methodologies.

PROFESSIONAL EXPERIENCE AND ACCOMPLISHMENTS

Centre Lane Partners Private Investment firm 2019 – April 2020

VICE PRESIDENT OF US OPERATIONS

Direct department reports, HR, Finance, Sales, and IT, creating a singular focused organization for assigned investment

Championed the implementation of performance controls, metrics, analytics, and targeted budgets for each region. Formulated comprehensive performance reports using metrics for all levels of management. Launched strategies and policies in collaboration with executive partners to establish and achieve long-term business objectives, providing companies with strong and sustainable leadership. Cultivated relationships across functional leadership areas to keep revenue development and operational plans interconnected and effective.

Devised, deployed, and monitored processes to boost long-term business success and increase profit levels 13% despite 6% labor rate increases.

Navigated the organization through a successful turnaround, eliminating over $5 million in cost with waste elimination.

Redesigned the organization o match revenue expectations for each level of management, resulting in a salary savings of $2.4 million while increasing product

KEITH GERDES 707-***-**** ************@*****.*** PAGE 2

BLACKSTONE PRIVATE EQUITY

VICE PRESIDENT OF WEST COAST OPERATIONS (2015 – 2019)

Commanded the domestic operations for over 21 states and $110 million of revenue with oversight of 7,000 employees who conducted 100,000 annual inventory projects. Utilized performance data to evaluate and improve operations, target current business conditions, and forecast needs. Controlled the annual budget and prevented overages, minimize burn rate, and supported sustainability initiatives. Participated in four successful large-scale corporate restructurings.

Executive Project leader for the development and installation of new AI scheduling system. A Yearly savings of $1.7 million.

Tasked with cutting 10% of controllable fixed cost ($2.7 million) from the previous year. Delivered $5.1 million (over 20%) in cost savings over a 19-month period.

In 2018, saved over $3.8 million YOY in overtime costs, lowered turnover rate by 6% with increased customer satisfaction scores by 21%.

Member of a committee that reviewed leasing and insurance costs and proposed a savings option. By eliminating leased vehicles and insurance costs and moving to rental cars, saved $1.3 million in the second year.

SENIOR OPERATIONS MANAGER, San Jose, CA (2008 – 2015)

Charted key internal functions while outlining the scope of positions for the organization.

Trained, coached, and mentored staff to ensure smooth adoption of new inventory program.

Directed 1,500 employees in four states over multiple shifts, overseeing efficiency of inventory control and cost reduction. Instituted new policies designed to bolster productivity and reduce overall costs.

Part of a M&A due diligence team involved in the purchase of a new company; transaction was completed and integration was completed in three months

Boosted the long-term business success and increase profit levels 21% by formulated daily operations plans such as flow routes, employee assignments and promotional strategies

OPERATIONS MANAGER, Pleasanton, CA (2002 – 2008)

Scrutinized financial reports and investigated variances with accounting staff to keep records accurate. Formulated daily operations plans such as flow routes, employee assignments, and promotional strategies.

#1 in the company for 22 quarters for profitability, customer satisfaction and turnover metrics

EDUCATION

Bachelor of Business Administration & Management Dordt College Sioux Center, IA

CORE COMPETENCIES

Strategic Planning - Change Management - Budgeting & Forecasting - Performance Management

Reporting - KPI’s - Integrations - SOPs - Continuous Improvement - Risk Management - Safety Growth Initiatives - Data Analytics - Global Initiatives - Capital Expenditures - Telematics

Crisis Management - Sales Plans - Communications - Multi-Site Operations - Project Planning Pricing - Cost Control Strategies - P&L - Revenue Generation - Supply Chain - Customer Service

Training & Development - LEAN - ROI Improvement - Turnaround Strategies

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