Customer Service Section Manager

MICHAEL C. FITZPATRICK

E: ****.*************@*****.*** M: (317) 832 - 7007 Avon, IN 46123

BUSINESS MANAGEMENT

Accomplished and highly driven business manager. Possesses extensive leadership experience resulting in countless operational achievements throughout every business endeavor embarked upon. Develops and implements standard operating procedures, applying direction and tracking progression in order to meet all objectives. Core competencies include:

• Qualitative & Quantitative Tracking • Process & Method Improvement • Data Analysis & Reporting • Monitor & Analyze Trends & Issues • Management of Clinical, Administration, and Retail Operations • Multi-level Communication • Productivity Measures & Evaluation • Staff Training & Development • Senior Level Briefing & Presentation • Energetic & Innovative

EXPERIENCE

Kroger Company October 2013 – Present

Position: Store Manager

Achieved five promotions; assigned to stores of increased sales volume and responsibility.

Improved sales growth at current location by 4.8% over the last six months. Drove sales through enhancing customer relations, merchandising execution, sales plan discipline, and motivating.

Currently responsible for coaching, development, and productivity of 114 associates, 12 department leaders, and 3 assistant managers; fostering a team environment.

Decreased store product loss by 7% through routine detailed department audits; providing for favorable inventory results and changing direction of store profitability.

Enormous success in customer satisfaction. Moved the ratings by three levels by impacting associate friendliness, store cleanliness, and product level consistency.

Manages weekly sales budget of approximately $680K, department schedules, and labor metrics.

Adheres to union contract policies, while remaining flexible to evolving company guidelines.

Resolves conflict, problem solving during unforeseen circumstances while working with a variety of people of diverse backgrounds and experiences.

Instills work culture of positive morale, inclusion, and sense of belonging.

United States Army, Camp Atterbury/ Fort Knox February 2008 – September 2013

Position: Medical Records Section Manager

Oversaw operations, trainees, and various programs within Medical Clinic, to include 16,200 patients in one full year, comprised of Soldiers, DOD personnel, and civilian contractors.

Developed standard operating procedures, organizational structure, and management processes, while striving for constant process improvement and increased accuracy, resulting in decreasing overseas deployment processing by one full day.

Produced medical readiness reports, performed briefings, and delivered presentations to upper management in regards to medical deficiencies and forecasting future health requirement trends.

Utilized various medical reporting systems in order to provide close technical review of work performed, offering feedback and recommendations based on mass amounts of collected data.

Knowledge of patient registration, scheduling of medical appointments, and participation in various administrative duties.

Coached and counseled a diverse workforce of nine personnel. Ensured all were highly motivated in order to deliver top-notch patient care, encouraging all to be forward-thinking problem solvers.

Improved medical center’s performance standards through the development of patient satisfaction surveys and questionnaires; resulting in greater capabilities & tools to measure organization effectiveness, while building strong relations with various agencies.

Maintained integrity and physical security of over 16,000 medical records in compliance with HIPAA and DOD standards.

Accountable for inventory of medical equipment.

Assisted in management analysis and research projects, resulting in the creation of traumatic brain injury screening process.

United States Army, Fort Knox February 2006 - February 2008

Position: Team Leader

Committed to welfare of 35 wounded Soldiers suffering from wide range of behavioral health issues, multiple physical limitations, and disabilities, providing for a mission complex in nature.

Collaborated with evaluation board liaison, case managers, and doctors to discuss all aspects of the patient’s health and welfare, including the tracking of pain management, appointments, physical limitations, surgeries, and Medical Evaluation Board processing.

Motivated and assisted subordinates in establishing a career transition plan.

By staying knowledgeable of technological trends, designed and delivered unit medical readiness reports in order to maintain maximum medical readiness of 160 Soldiers.

Maintained elevated performance measures by enforcing mandatory staff training; referred service members on resources for Physical Disability Evaluation appeals and rebuttals.

Financial Service Solutions June 2003 – February 2006

Position: Team Leader

Managed staff of 15 home loan processors, consistently top-producing team within organization.

Completed 8 month Leadership Academy course.

Duties included the recruitment, hiring, scheduling, disciplinary action, orientation, coaching, budgeting, and performance monitoring of manpower.

Administered loan closing documents and scheduled closings over the telephone.

Effectively communicated with customers, banks, and third-party vendors across the country.

Ensured through call quality audits that 100% customer service excellence was delivered.

Advised and consulted top management, developed standard operating procedural work.

MILITARY

United States Army Reserve

Positon: Medical Operations/ Training Officer, Captain March 1996 - Present

Develops and ensures accomplishment of annual training schedule for Medical Support Unit consisting of 58 Soldiers. Unit consists of medical professionals of all levels and expertise.

Receives orders from higher command. Responsible for oversight of all medical and tactical operations, ensuring 100% mission accomplishment.

Tracks multiple requirements of Soldier readiness metrics; communicating status and plans to

upper echelon through power point presentations, conference calls, and Teams meetings.

EDUCATION

Grantham University: Kansas City, MO

Program: Master’s in Business Administration

Graduation: April 10, 2013, with distinction

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