Customer Service Operations Manager

No*** Box Branch Circle

Jacksonville, FL *****

Cell 904-***-****

***********@*******.***

OPERATIONS MANAGEMENT & CUSTOMER SERVICE

Motivated, proven performer in operations management, sales, marketing and collections for an emerging technology project as well as the Payday Advance industry and the Rent to Own industry. I am a skilled multi-tasking supervisor with unprecedented results in revenue growth, maximizing profits and coaching best practices. I am committed to providing an atmosphere of exceptional employee morale and superior client relations. I am intent on running a business with an ownership mentality and garner the benefits from that determination.

Key Skills:

Client Relations

Financial Management

Multi-unit Supervision

Advanced Development & Delivery of Motivational Training Programs

Product Procurement

Microsoft Word, Excel, Front Page and Power Point proficiency

Business Plan Development

Strategic Planning, Forecasting and Budget Preparation

Collections Management

Bachelor of Arts Degree

Sales Incentive Programs

Maximize Revenue Potential

Merchandising & Marketing

Auditing & Analysis

Staff Selection & Interviewing

Employee relations

Communication

Career Summary:

My career began in the Rent to Own industry. I started as a General Manager of a branch unit to a fast-track career progression to multi-unit operations. I grew six units to the largest rental stores of it kind. I moved on to a failing company to assume the turn around of 24 units and increased same store sales by 52%. I maintained an operations career for 19 years in this industry with superior results and contributions to all companies. In 2010, I purchased the company that I was running from the financier. I sold that business October 2016 and started my own Management Advisory firm.

Business Experience:

Lean Bend Management Advisory LLC

Jacksonville, FL

Owner

This is a management advisory business that I started in January 2017. I am presently working with a payday loan company with declining revenues and high losses.

Heritage Cash Advance - Jacksonville, FL

Local Payday Advance Company based in Jacksonville, FL

Owner

I have pioneered the way for a more convenient and secure method by which our customer can get a payday advance. I have developed the business model from a concept and created a formalized business plan. From that we established an operations procedure for 4 different web based venders. I have coordinated these venders into a system that falls within the state and federal statute guidelines. I developed the operations manual, employee handbook and all the essential forms that are required for a Deferred Presentment Provider. I have designed the layout of the branches and how the workstations will be set up. We have set up the security measures with the computers and cash control. In short developed the entire operations system by which we will function.

CashMe Smart Check Cashing Kiosk - Jacksonville, FL

Local Company based in Jacksonville, FL

Project Manager

As the project manager, I was responsible for the development and launch of a revolutionary new product in the check cashing industry. We have invented and patented a self-serve check cashing kiosk that will eliminate the need for unbanked customers to go to high risk neighborhoods to cash their paychecks. I have pioneered, designed, overseen production and software development of the project for five years. I have designed and overseen the implementation of a remote capture device for cashing paychecks and government checks. I have also adapted the kiosk to distribute our stored value card in lieu of cash. As the Project Manager for CashMe, I have written the Business Plan and Marketing Proposal. In the course of development, I wrote all the content for the website, the sales presentations, the documentation and interactive instruction for the CashMe Smart Kiosk.

Advance America Cash Advance Centers - Jacksonville, FL

National Payday Advance Company based in Spartanburg, SC with 2500 stores in 36 states. The total annual sales are $800 with 7000 employees.

Divisional Director of Operations

Operations manager for 18 Payday Advance stores in the Jacksonville to Daytona Markets. Responsibilities include: training of staff in critical state and federal statute requirements as they relate to the industry. I Audited and inspected all branch operations as well as security and safety issues. Recruiting and selection of staff was crucial to an ongoing growth schedule. I selected sites and coordinated the opening of six new locations. Fiscal responsibilities included, but not limited to; P&L statement management and analysis and quarterly and annual financial review presentations.

During my tenure as DDO, my Division was very productive including the following accomplishments:

oMy Division had the highest held checks per branch in the company at 392 per store.

oThe buyback was at 97.1%

oI had a growth of 437 held checks in the fiscal year including a gain of 919 held checks.

oThe market did $5.04 million in sales and $2.6 million in operating income or 51% profit.

oWe increased same store sales 5.9%.

RentWay / Champion Rent to Own - Jacksonville, FL

Nationwide Rent to Own Company based in Erie, PA with 1100 stores in 39 states, $650 million in sales and 5,000 employees.

Regional Operations Manager & Training Coordinator

Training Coordinator for 600 stores in the Southern United States. Responsibilities include; Development and Delivery of training initiatives, provide Transitional Support to Regions during staffing change; analyze, plan out and institute systems in opportunity markets; manage the Gateway Rental program and coordinate the corporate training process for field staff.

oSuccessfully piloted RentWay’s largest PAL program. Developed and coordinated extensive communication systems for this mentoring initiative to support a major point of sale software change. Conducted the training of the new POS software program in various parts of the country and arranged for the other 1082 stores to receive assistance during the conversion. Saved RentWay millions in lost revenues by guaranteeing a seamless transition of one system to another.

oCoordinated and facilitated a Business Plan, Sales Forecasting and Customer Service training event for over 400 Branch Managers in 8 states in time so that they would be able to take advantage of the information and use it for the Holiday season. The impact resulted in our best Holiday sales growth in 3 years.

oTeam leader responsible for 55 stores at the bottom the company rankings for profit. We performed assessments on the stores performance and analyzed that information to form a business plan. This required a high level of communication to several layers of management to guarantee their support for the systems we introduced. After only 3 months, our team increased profit in those stores by an average of 10-15%.

oManaged the Gateway Rental Program for the 89 stores in the state of Florida. I took over the state with an average of 45 computers on rent and ranked 14th of 18 Divisions. Through extensive on site training and sales product knowledge newsletters to the market we increased to an average of 102 on rent and a number one ranking in just 9 months.

Regional Manager of 6-12 rental stores with annual revenues of $3.4 million. Responsibilities include; recruiting and selection, training, product purchasing, auditing, budget preparation, profit forecasting and overall operations management.

oHighest Revenue Market in the Champion chain and highest profit market per store average.

oTop 15% performer in account and revenue growth for three years running.

RTO Rents Inc. – Columbus, Ohio

Nationwide Rent to Own Company based in Deerfield, IL with 172 stores in 9 states, $80 million in sales and 900 employees. General Electric was the principal owner.

Divisional Operations Manager

Divisional Manager of 24 rental stores and 5 Regional Managers with annual revenues of $15.3 million. Responsibilities include; recruiting and selection, training, product purchasing, auditing, budget preparation, profit forecasting and overall operations management. Recruited by corporate C.O.O. to head the 24 stores in Ohio, West Virginia and Tennessee. My assignment was to turn around a failed business, to assume full operational authority and increase the top line revenue and overall profitability in the Eastern Division.

oSuccessfully recruited and placed multi-unit supervisors, general Managers and entry level staff.

oDecreased controllable loss revenue from 12% to 3.5%.

oIntroduced sales and collections training programs, which lead to a 42% revenue increase to $15.3 million.

oDevelopment of management guidelines and author of many corporate systems, policies and procedures.

oInvolved in the implementation of budgeting and P&L formatting.

oSet new standards for auditing requirements.

oBottom line increased 24%.

Rent a Center - West Palm Beach, FL

Nationwide Rent to Own Franchise based in Wichita, KS with 95 stores in 2 states, $40 million in sales and 500 employees. Comcoa, d.b.a. Rent a Center is the largest franchise of the leading Rent to Own Company in the world.

Zone Operations Manager

Multi-unit supervisor of 6 high volume rental stores in the West Palm Beach and FT. Lauderdale Markets. Annual revenues of these 5 stores were $5.5 million. Began as entry level and proceeded to grow within the company to multi-unit management. Responsibilities include; recruiting and selection, training, product purchasing, auditing, budget preparation, profit forecasting and overall operations management.

oZone Manager of the Year.

oResponsible for the operations of 5 stores in Palm Beach County generating

$5.5 million annually

o4 stores were among the top 10 of all franchise stores in America in total revenue.

oHead of purchasing of 24 stores for 2 years.

oThe zone managed a 50.3% bottom line contribution before corporate overhead.

Continuing Education Development:

Development Dimension International - Targeted Selection Training Certification

Learn Key International - Online computer operations classes

Certified Resources, Dallas, Texas - Executive communications training

Interpersonal Management Skills, Orlando, FL - Interpersonal communication training

Excellence by Learning International, Nashville, TN - Problem Solving & Communications Training

Indiana University of PA, - Bachelor of Arts Degree in Criminal Science, Pre Law & Business

Lee F. Bendinelli

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