Director, Senior-Mid Level Management

Robert L. Hernden

******@*****.*** • 951-***-****

LinkedIn • San Jacinto, CA 92582

Senior Level Management

Detail-oriented executive with over 30 years experience leading a wide range of business operations with a strong emphasis on generating revenue streams and driving organizational vision.

Skilled in delivering comprehensive support and leadership in a fast-paced, deadline-driven environment to accomplish corporate objectives. Proven success in formulating and implementing future-focused roadmaps to deliver high-quality customer service aimed at meeting client needs and expectations. Instrumental in identifying improvement areas, rationalizing workflows, and ensuring process optimization to enhance productivity and efficiency. Adept at hiring, developing, training, and directing top-performing teams to manage business operations and achieve targeted milestones. Well-versed in overseeing profit and loss activities and administering budgets in a cost-effective manner aimed at facilitating financial functions.

Areas of Expertise

Business Development & Success

Strategic Planning & Execution

Customer Service & Satisfaction

Organizational Management

Revenue Optimization

Profit & Loss Assessment

Performance Monitoring

Critical Problem Resolution

Team Building & Leadership

Client Relationship Management

Budgeting & Cost Improvement

Cross-functional Collaboration

Career Experience

BFG Supply Co, San Bernardino, CA 2009 – Present

Customer Service Manager

Manage all facets of customer service with a focus on achieving client loyalty. Supervise regional team of customer service representatives to meet and exceed service levels. Offer high-impact resolutions to address customer queries and resolve major issues. Provide exceptional training to enhance skill sets of individuals. Drive business functions in collaboration with Sales Managers from all territories and West Coast VP of Sales. Coordinate with VP of Marketing to plan and organize annual trade shows, including event arrangements, big-name entertainment bookings, and venue set-up. Administer entire customer show database and check-in/registration processes in an efficient manner. Oversee booking tasks in hotel reservations system by using Cvent and Passkey. Act as first point of contact for customer to solve customer problems related to travel and accommodations arise before, during, and after event.

Ensured correctness of all information while managing booking of over 1K hotel rooms annually.

Served as Host and Master of Ceremonies to direct front-end of venue during event for past 13 years.

Led business operations across eight locations spanning from Wisconsin down to Louisiana and over to West Coast.

Maintained delivery of quality service, achieved customer satisfaction, and increased operational efficiency by streamlining workflows.

Additional Experience

Gold Medal Travel -formerly- ProTravel, Fresno, CA. 2014 - 2019

Independent Travel Agent

Sold and managed transportation, accommodations, insurance, and tours aimed at achieving business growth.

Resolved critical travel issues, conflicts, complaints, cancellations, and refunds in a timely and efficient manner.

Delivered comprehensive suggestions to clients regarding destinations, cultures, customs, and weather.

Connected VIP Celebrity Entertainment Company, Los Angeles, CA. 2002 - 2009

Event Director – VIP Entertainment

Planned and arranged celebrity and charity events to ensure great experience for all attendees.

Developed and managed event budget with a focus on reducing expenditures and costs.

Negotiated contracts in a professional manner to secure lucrative deals.

Leisure Living Superstore, Temecula, CA. 2002 - 2007

Director of Operations & Customer Service

Received promotion form Store Manager to Director of Operations and Customer Service.

Contributed to over achievement of $12M sales goal by reaching $40M in sales and doubling total year after.

Led operations of customer service, warehouse, deliveries, scheduling and routing, shipping and receiving, and P&L.

Palm Springs Hilton Riviera, Palm Springs, CA. 1989 - 2000

Director of Operations

Tracked and improved performance to ensure seamless execution of operations in line with facility's policies.

Directed entire hotel staff of more than 200 employees, including all department heads.

Managed front-office activities of hotel to resolve complex problems.

Nordstrom’s, Orange County Region, Santa Ana, CA. 1982 - 1989

Internal Theft Investigator

Oversaw cycle counts and analyzed annual inventory results to check shrinkage.

Supported Store Management, Department Managers, and Associates in understanding of loss prevention program.

Steered all aspects involved in internal loss management, assets protection, and customers and employees’ safety across multiple store locations.

Professional Development

OSHA Certified Fork Lift Trainer

Technical Proficiencies

Knowledge of computer applications, particularly Microsoft Office, including Microsoft Word, Excel and Outlook.

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