Customer Service Care

Mark J. Lopes

**** *** ****** **. #*-* Meriden, Connecticut 06451

Cell 860-***-**** **********@*****.***

Management Professional

Operations/ Labor Relations/ Staff Development/Training

Professional Profile

I am an enthusiastic, professional dedicated manager, who enjoys being part of, as well as leading, a successful and productive team. I am quick to grasp new ideas and concepts, and to develop innovative and creative solutions to problems. I am able to work well on my own initiative and can demonstrate the high levels of motivation required to meet the tightest of deadlines. Even under significant pressure, I possess a strong ability to perform effectively. Proven leadership skills- able to recruit, retain, develop and motivate employees to new levels of productivity. Communicate successfully and productively to any and all types of people. Excellent problem solver. Strong team orientation.

Core competencies include:

Verbal/Written Communications Prospective Employee Interviews Shrinkage Control

Relationship Building/Facilitation Interpersonal Skills Policy Creation

Performance Evaluations Team Building Payroll

Productivity Improvements Troubleshooting/Problem Solving Training

Leadership/Mentoring Employee Staffing/ Scheduling Inventory Control

Employment History

Bozzuto’s Cheshire, Connecticut 1999-2008

Provider of grocery and perishable product to supermarket chains in New England area.

Accountable for all phases of personnel management-hiring, staff development, and evaluation. Created general employee work policy manuals. Controlled labor costs by optimising staffing requirements by monitoring break times, clock in and out accuracy, and on the clock productivity. Maintained cost file spreadsheets by utilizing costs to determine overall case cost of each product. Cost reduction programs and improving operational efficiencies. Managed daily operations, including scheduling, daily decision-making, delegating tasks while upholding standards, product quality and cleanliness.

Directed activities of all supervisors and assisted managers in supervision of multiple buildings. Directly supervised 50 employees and 110 indirect employees.

Selected Contributions

Restructured management and warehouse scheduling from a 5 down to a 4-day workweek.

Monitoring and controlling warehouse compliance in all areas, including customer care, effective planning, staff training and development, organization and time management.

Streamline staffing needs by designing employee multi-task and partnership system.

Played key role in reducing company shrinkage from 3 million a year to 1.4 million per year.

Assisted in CIT (Continuous Improvement Teams)

Teams included: Warehouse personnel and management working together to

create new incentive programs, bring awareness to safety rules, employee rewards

and damage reduction.

Education

A.D., Business- Holy Cross

Grocery Distribution Center Management – Cornell University

Supermarket Management – IGA/ Coca-Cola Institute

Training

DCMT CRIS / Kronos/Activity Rpt/ Safety, Situational Leadership, Coaching and Counseling, Gang Awareness/Workplace Violence, Performance Appraisal Training, Team Leader and Facilitator Training, Motivation and Delegation, Goal setting/ Action planning, Problem Solving and Decision Making, Harassment Training, Sexual Harassment, Stress Management, Conflict Resolution, Professionalism in Ethics, FMLA, Analyzing Data and Process Improvement, Professional Business Writing, Time Management, Critical Thinking, SCORE Navigation, Managing Emotions and Team Building, Microsoft Excel, Word, AS400

Rent-A-Vision 1996-1999

General Manager

Monitor Customer Service Levels, Employee Performance, and Labor Costs. Track and evaluate daily sales. Responsible for prospective employee interviewing and hiring. Teach and facilitate communication skills. Supervised up to 10 people, including in-store personnel and delivery people.

Selected Accomplishments

Launched innovative ongoing promotions

Screened, hired and trained new personnel for store openings

Responsible for meeting budgetary and sales targets

Received rarely issued management recognition award for excellence.

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