Customer Service Operations Manager

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Philadelphia, PA ***** MICHAEL MILLER 215-***-****

adt9vp@r.postjobfree.com

PROFESSIONAL SUMMARY

Accomplished leader built a 15 location $4 million regional specialty retail company. Transitioned to large corporate, producing top performing stores in national markets. Career path growing revenue and margin in consumer and optical markets by identifying brand, building teams, understanding consumer needs, and providing best in class service. Passionate coach who values listening with care, communicating with clarity, and the critical role associates have in attaining goals. Management style built upon cultivating relationships, forming strategic alliances, and focusing on team development while fostering an environment of ownership. PROFESSIONAL EXPERIENCE

SOUTH JERSEY EYE PHYSICIANS Eye Care Professional with three offices and 11 doctors, Complete P&L responsibility DIRECTOR, RETAIL OPTICAL – Senior Leader of Optical and Lab Operations Team of 11 Moorestown, NJ Dec 2014 – June 2022 o Charged with Practice restructure focused on increased appointment rate, cross profit centers growth and per doctor value. o Implemented team training and accountability to improve best practices, patient satisfaction and financial accountability. o Developed practice wide initiatives to grow patient capture rate 15%, units sold 20%, and multiple pair sales 30%. o Year after year retail revenue growth while boosting net margin over 50% in same periods. o Created key performance indicator structured goals with bonus levels boosting per employee performance by 20%. o Negotiated outsource lab replacement as well as frame vendor relationships reducing supplier costs over 35%. o Researched and implemented point of sale system interfacing current EHR platform, insurance and patient history. o Multiplied EyeMed, VSP and Versant patient capture rate 15% while adding VBA to portfolio. o Maximized vision plans net margin by smartly matching benefit structure to lens and feature profitability. AMERICA’S BEST CONTACTS AND EYEGLASSES Nation’s fourth largest optical retail chain with revenue of $950MM MANAGER – Optical Retail and Optometrist Staff Audubon, NJ Mar 2014 - Nov 2014 o Transformed store to obtain monthly revenue goals in each of the first four months of management. o Had immediate staff impact by coaching proper sales techniques while instituting customer service expectations. o Streamlined store process to eliminate inefficiencies and reduce error rate by 15%. o Cut controllable expenses 7%, boosting monthly store contribution in each of the first months of management. o Partnered with on-site Optometrist increasing exam count by 10% and revenue by 8%. LENSCRAFTERS Largest national optical retail chain with revenue of $2.5B GENERAL MANAGER – Retail, Fabrication Lab and Optometrist Team, $2.5MM store Toms River, NJ Oct 2012 - Oct 2013 o Increased store sales performance from regional laggard to top achieving location in 15 store region. o Raised every Customer Experience Indicator to join top 10% of 250 store East Coast Zone. o Collaborated with on-site Optometrist to boost “Fill the Chair” initiative by 8%, resulting in 9% retail conversion increase. o Reestablished team by honing top talent and creating want-to-win atmosphere, while partnering with human resources. o Analyzed store and associate data to recognize strengths and weaknesses actualizing 3 President’s Club associates (top 5%). o Improved store and lab quality ratings from bottom quartile to top 1% of 960 stores nationally. CONCEPT RETAIL, INC. Regional 15 store specialty retail chain with revenue of $4MM PRESIDENT and Owner – Operations Manager of multi-channel retailer Philadelphia, PA 1984 to 2014 o Responsible for 120 employees including district managers, accounting, HR, logistics and customer service. o Consistently ranked top five in revenue of mall wide seasonal and year-round operators. o Implemented operational best practices and training to maximize per location performance and per associate revenue. o Increased same store revenue 20% annual average by optimizing product mix, pricing, promotion, and merchandising. o Developed company award initiatives and tiered bonus structures to invest all staff levels in shared goals. THE GIFT GIANT, LLC National 300 store specialty retail chain with revenue of $15MM PROGRAM DIRECTOR – Director of $12.5MM nationwide chain of holiday retail kiosks Long Island, NY 2007 to 2009 o Developed and implemented 250 location national holiday program generating $10MM during eight-week period. o Had $12.5MM retail division P&L responsibility focusing on analyzing operational processes and sales. o Created training programs to maximize revenue, ensure consumer satisfaction and safeguard corporate brand. o Directed management team of 10 including purchasing, sales, customer service, finance, real estate, and warehouse. 2 P a g e

EDUCATION

WHARTON SCHOOL, University of Pennsylvania - Bachelor of Science, Entrepreneurial Management Philadelphia, PA OPHTHALMIC SCIENCE TECHNOLOGY, Camden County College - Associate in Applied Science Blackwood, NJ President’s List of Academic Achievement

ADDITIONAL AWARDS AND EXPERIENCES

o Graduated number one in Ophthalmic Science class. o Ophthalmic Science Technology Advisory Board member at Camden County College. o Achieved National President’s Club top 5% of sales associates and coached 3 colleagues to this distinction at LensCrafters. o Received LensCrafters Regional Entrepreneurship Award in recognition of revenue growth and training initiatives. o Awarded Top Retailer Award among 300 locations for highest revenue three consecutive years. o Recognized among top 5 entrepreneurial students at Wharton Business School.