Customer Service Manager
Resume:
Samantha Ranieri
**********@*****.***
www.linkedin.com/in/samantha-ranieri-590853a5
SUMMARY
Highly efficient operations leader with 10 years of experience responsible for managing multi-unit locations, including H&R items, P&L management and driving the success of 95% customer service rating average over all locations.
Experience
Manager of Corporate Operations
Agile Pursuits INC (A P&G Company), September 2019- Current
Manage and support multi-unit corporate locations- 12 locations
Identified new opportunities for sales growth (Business to Business-B2B) then created a vision for the market’s direction;
Implemented effective targeted marketing and corporate developmental strategies and plans to meet or exceed financial and business objectives
Set the tone for a high performing, positive and quality focused market by recruiting, developing, rewarding and retaining the best operations leaders in the industry
Coached and developed team members by assessing development markets, establishing development plans, and conducting succession planning.
Franchise Operations Specialist
Agile Pursuits INC (A P&G Company), June 2016- September 2019
Assisted Franchise Business Director with influencing franchise units hitting P&L short- and long-term goals and objectives.
Supported franchise units with management of their P&L, sales, marketing metrics, customer service scorecard, industry news, and competitive activity.
Lead Operations Capability Assessments in Franchise and Corporate locations.
Supported franchisees in the transition from Construction completion into and through franchisee unit operation and opening their location for success.
Collaborated with franchisees regularly and provides ongoing support with growth.
First Level of contact support for franchisee unit level Guest Service initiatives.
Provided store level support and leadership for the opening of new Franchise and Corporate locations.
Vendor relations and working with providing hands on training with specific vendors.
General Manager
Tide Dry Cleaners (A P&G Company), October 2010- June 2016
Operated and oversaw a team of 10 employees at a store with sales of $850,000 in 2013 and a staff of 15 employees when we reached sales to 1 Million in 2015.
Provided superior customer service while demonstrating attention to detail and flexibility in resolving problems.
Averaged 98% in customer service mystery shops and customer service surveys
Executed plans to optimize the output of employee productivity, customer service and store operations through proper training and measurable goals
Traveled to Franchisee locations to train Customer Service Representatives, managers and franchisees in preparation of new store openings. All sites currently average above 95% in customer service mystery shops
Performed Human Resource responsibilities such as interviewing and hiring employees, addressing disciplinary issues, and delegation of responsibilities and tasks
Reviewed P&L, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement
Played a fundamental role in launching the company’s first residential delivery service
Oversaw creation of first delivery route at my store, now being rolled out network wide
EDUCATION
Eaton High School- 2002-2006 Diploma
Sinclair Community College- 2007-2008 Credit hours in Journalism
Cincinnati State- 2009-2010 Credit hours in Business
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