Customer Service Operations Manager
Resume:
Chris L Barnwell
**************@*****.***
Summary
Highly accomplished and results-orientated management professional with 15+ years’ experience driving growth for small and medium organizations through process improvements and expert staff management.
Engaging senior manager adept at employing people management and operational vision skills to effectively boost all outcomes within an organization. Proven success maximizing sales, profits, and customer satisfaction throughout numerous industries. Aptitude for developing long-standing relationships to enhance professional development of teams. Demonstrated capacity managing complex tasks and projects in deadline driven environments. Advanced proficiency in all productivity software including DocuSign, Trello, Dropbox, Epicor Prophet 21, GBS, Microsoft Office Suite, and Google Suites.
Areas of Expertise
•Business Development
•Strategic Planning
•Leadership & Training
•Scaling Operations
•Production
•Operations Management
•Profit & Loss Analysis
•Performance Improvement Planning
•Process Improvement
•Supply Chain
•Human Resources Management
•Staff Retention
•Revenue Increase
•Relationship Building
•Quality functions deployment
Accomplishments
Fostered business growth for multiple companies including Shannon Robnett Industries, Gensco Inc, EZCORP, and others through creation and application of business improvements.
Employed leadership proficiency to select and train high-performing teams with measurable results achieved in realization of organizational goals for numerous companies as well as 60% decrease in associate turnover rates.
Maximized sales and profits for organizations, receiving Excellence in Achievement award for 8 years in a row.
Career Experience
Director of Production Operation, HLP Integration Florida Inc, Lakeland, FL 02/2022 – Present
Plan, maintain, improve the business and production operations to ensure efficient and profitable business operability in all departments. direct reports to achieve targets and business objectives. Streamlined processes by creating and implementing new systems.
Oversee all HLP Florida operations
Cultivated and built a consistent high standard of culture. Implemented an office environment with focus on employee well-being and cultural awareness.
Tracking organizational revenue margins and conducting budget reviews to increase profits.
Developed, designed, and implemented a facility wide plan to ensure compliance to KPI.
Oversee IT function availability to ensure business continuity and productive platform Performance.
Ensure resource availability for efficient operations to achieve planned Acceptable AQL.
Supervise supply chains and inventory tracking.
Identified areas for improvement by locating and unlocking bottlenecks to streamline existing processes.
Chief of Staff, Shannon Robnett Industries Inc, Meridian, ID 03/2020 – 12/19/2021
Support company CEO with identifying strategic business initiatives for real estate industry and implementing improvements to current processes to ensure optimized productivity and efficacy. Manage company staff, serving as liaison between executive leaders and lower-level employees to provide updates on progress. Lead direct reports to achieve targets and business objectives. Verify all projects completed within timeframes.
Streamlined processes by creating and implementing new systems.
Cultivated productive office environment with focus on employee well-being and cultural awareness.
Managed all levels of organization through stellar communication and personnel development.
Built high-performing teams by expertly matching talent with relevant functions.
Translated CEO’s vision into actionable plan with positive impact for company.
Regional Area Operations Manager/Branch Manager, Gensco Inc, Boise, ID 06/2008 – 03/2020
Directed daily Wholesale HVAC operations of company’s Mountain Region branches in Idaho and Montana, creating strategies to ensure company targets achieved. Fostered positive relationships with clients to build long-term brand loyalty. Supervised employee functions, providing guidance to maintain high productivity. Utilized analytical approach to foresee impacts of strategic decisions and ensure future growth of company.
Achieved 98.6% combined inventory accuracy for last three years ($6.8M inventory and $56m+ sales).
Won Excellence in Achievement award from 2010 to 2018 and Safety award for 2010 to 2017.
Heightened customer satisfaction through exceptional service in all branches.
Initiated sales and operational improvement opportunities to enhance business growth.
Recognized for professional development and performance management of overachieving teams in multiple branches.
Boosted company growth each year through personnel management.
District Manager, EZCORP, Boise, ID 07/2007 – 06/2008
Led business activities and staff management for entire district, developing and executing strategic and operational direction for company. Created and maintained employee adherence to Standards of Operation (SOP). Managed finances and budgets, performing profit and loss (P&L) analysis and financial reporting. Measured district and store results, corresponding with staff and managers about issues, and documenting actionable solutions. Projected future store and staffing needs, employing expertise gained through extensive experience. Educated employees on customer service principles to maintain quality output at all levels.
Triggered 18% increase in fees with resultant 10.2% debt reduction.
Diminished associate turnover by 60%, through effective management of staff.
Boosted revenue and output for previously underperforming district, now constantly achieving target.
Generated 101+% contribution increase.
Maximized return on investment, cost management, and shrinkage control.
Accomplished company goals while remaining within scope of objectives.
District Director of Operations Idaho District, CNG Financial Inc, Boise, ID 01/2006 – 07/2007
Spearheaded team improvement initiatives while managing global objectives of high risk and fraud insight group. Strategized and implemented results-based selling processes, effectively negotiating renewal rates to increase business growth and revenue. Trained and developed high-performing team through knowledge sharing and education on best practices. Managed district debt, financial performance, and site operations.
Heightened fees by 28% to achieve increased profitability.
Reduced debt by 13.7% with 103+% contribution increase.
Led 60% associate turnover rate decline.
Cultivated key relationships through sales journey.
Additional Experience
Regional Training Manager, Dollar Tree Corporation, Boise, ID
Director of Retail Stores/Regional Manager, Towne Square Six LTD, Boise, ID
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