Customer Service Merchandise Manager
Resume:
SUMMARY
SKILLS
EXPERIENCE
WILLIAM
LEONARD
*******@***.***
Long Beach, NY 11561
High-performing Operational Manager with over 33 years of experience delivering successful improvements for business operations, profitability and team development. Resourceful project manager and compliance specialist with ability to thrive in fast-paced and changing environments. Dedicated to sustaining operational accuracy and delivering results for optimal profitability.
• Strong Operational knowledge
Thorough Emergency Procedures
knowledge
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• Extensive Winter Operations knowledge
• Skilled multi-tasker
• Excellent judgement
• Team player
• Conflict resolution
• Conflict resolution
• Dependable
• Team player
• Incidents management
• OSHA Certified
• HAZMAT Certified
• Solutions development
• Problem resolution
• Retail display setup
• Merchandising
• Promotional planning
• Resourcefulness
OPERATIONS MANAGER 03/2022 to 08/2022
SOLID Surface Care - NJ CT MA ME, NJ
Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
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• Managed scheduling, training and inventory control. Implemented policies and standard operating procedures and managed quality, customer service and logistics.
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Improved morale and management communication by creating employee recognition and rewards practices.
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Recruited, hired and trained crew members on application of projects, customer relations and customer service.
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Developed initiatives for process improvement and reviewed and assessed ongoing operations.
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Oversaw financial management, budget management, accounting and payroll activities.
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• Supported accident investigations and prepared related paperwork.
• Addressed customer concerns with suitable solutions.
• Published customer satisfaction results from feedback forms and correspondence.
• Presented performance and productivity reports to supervisors.
• Created corrective actions based on adverse KPI trends.
• Measured and reviewed performance via KPIs and metrics.
• Collaborated with team leaders on quality audits. Motivated and evaluated personnel for performance improvement and goal achievement.
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Controlled departmental facilities use and approved requests for repairs or improvements.
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Guided employees on understanding and meeting changing customer needs and expectations.
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• Conducted periodic assessments to evaluate company's financial performance. Crafted operations best practices using audits and project management team feedback.
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Reviewed daily financial reports and reconciled accounts to keep information current and accurate.
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• Tracked and replenished inventory to maintain par levels.
• Resolved challenges associated with company websites, vendors and telecoms.
• Identified areas of deficiency and performed root-cause analysis to solve problems.
• Built strong operational teams to meet process and production demands. MERCHANDISE MANAGER 10/2021 to 03/2022
Lowes Home Improvment - Suffolk NY, NY
Designed floor layouts, product displays and shelving layouts to maximize sales and influence customer purchasing habits.
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• Consulted with management and advertising teams to plan optimal promotions.
• Verified product placements in web scheduler.
• Organized and prioritized projects.
Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
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• Managed scheduling, training and inventory control. Implemented policies and standard operating procedures and managed quality, customer service and logistics.
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Improved morale and management communication by creating employee recognition and rewards practices.
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Recruited, hired and trained crew members on application of projects, customer relations and customer service.
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Developed initiatives for process improvement and reviewed and assessed ongoing operations.
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Oversaw financial management, budget management, accounting and payroll activities.
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• Enforced federal, state, local and company rules for safety and operations. Motivated and evaluated personnel for performance improvement and goal achievement.
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• Conducted periodic assessments to evaluate company's financial performance.
• Created corrective actions based on adverse KPI trends. Controlled departmental facilities use and approved requests for repairs or improvements.
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Reviewed daily financial reports and reconciled accounts to keep information current and accurate.
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Connected with clients and developed strategies to achieve sales and customer service goals.
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• Tracked and replenished inventory to maintain par levels.
• Built strong operational teams to meet process and production demands.
• Identified areas of deficiency and performed root-cause analysis to solve problems.
• Measured and reviewed performance via KPIs and metrics.
• Placed prices and descriptive signage to enhance displays and promote items. OPERATIONS MANAGER 11/2010 to 06/2020
American Airlines
• Managed the day to day operations of American Airlines at JFK.
• Ensured a safe and dependable operation.
• Coordinated activities and needs of various departmental groups.
• Worked extremely well under stressful conditions.
• Demonstrated an ability to carry out new ideas.
• Explored the strengths in others to enhance cohesiveness of the team.
• Responsible for Emergency Procedure Plan.
Developed corporate objectives and strategies collaborating on quality metrics and key performance indicators (KPI), as well as strategizing with cross-functional teams on improvement measures related to quality.
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Oversaw Operational team of 25 members focused on continuous improvement processes.
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Established organizational vision and developed strategies to achieve sales and customer service goals.
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EDUCATION AND
TRAINING
FACILITY MAINTENANCE MANAGER 02/2002 to 11/2010
American Airlines
• Managed the building system of the Passenger, Hangar, and Cargo Terminals at JFK.
• Understanding of OSHA codes, heat and air-conditioning systems.
• Performed routine inspections to maintain safety and functionality of facility's systems. Organized staff of 125 by supervising daily operations, developing work schedules and assigning specific tasks.
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Performed repairs and scheduled maintenance of company equipment, including building.
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• Established and enforced clear safety policies to protect workers from injury. Coordinated efficient maintenance schedules to keep systems running at peak levels.
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Improved operations by working with team members and customers to find workable solutions.
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• Performed site evaluations, customer surveys and team audits.
• Recognized by management for providing exceptional customer service. OPERATIONAL MANAGER AND ADMINISTRATIVE LEADER 01/1996 to 01/2002 American Airlines Manager Ramp Tower
• Ensured a safe and dependable operation.
• Coordinated activities and needs of various departmental groups.
• Worked extremely well under stressful conditions.
• Demonstrated an ability to carry out new ideas.
• Problem Solved - proficient in all aspects of passenger service.
• Oversaw employee work schedules and delegated daily assignments.
• Kept a close eye on security concerns and adhered to all related requirements. Recruited, trained and guided team members to offer every passenger top-notch service and support.
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CUSTOMER SERVICE TEAM LEADER 01/1994 to 01/1996
American Airlines
• Motivated teams by recognizing and rewarding excellence.
• Cross-trained staff members, resulting in increase in customer satisfaction ratings. Held monthly meetings with associates to provide constructive feedback on performance.
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• Set attainable daily, weekly and monthly goals and game plans. PLANNER/LEAD AGENT 01/1992 to 01/1994
American Airlines
• Had a behind the scenes for passenger service.
• Was a fall back for any off-schedule situation that developed. Rerouted connection passengers and their bags, accommodated delays, and oversold passen- gers.
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01/1987 to 01/1992
American Airlines Ramp Ticket Lift Agent
• Understood all gates and ticketing activities.
• Accommodated an assisted passengers.
• Ensured timeliness of departures and arrivals.
• Well versed in company policy.
SUNY Old Westbury - Old Westbury, NY
BA
Business Management/Finance, 01/1991
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