Customer Service Territory Manager

ROHINI KUMAR

***** ****** ***** **** 650-***-****

Lathrop, CA 95300 Email: ********@***.***

PROFILE

Highly skilled and accomplished Director of Operations running 85 retail locations with as many as 1,000 employees and multi-million dollars in annual revenues. COMPETENCIES

• Strategic Planning • Business Development

• Marketing/Outreach • Information Technology

• Change Management • Team Coaching & Development

• Goal Setting/KPIs • Accounting/Finance

• Profit & Loss

• Training& certification

• Food Certificate

Proctoring

• Franchisee Training

• Sales/Revenue Growth

• Remodels and new builds

• Cost and budgeting

• Certified Trainer

WORK EXPERIENCE

SUBWAY, San Francisco, CA 2003 – Present

DIRECTOR OF OPERATIONS & TERRITORY MANAGER/ADMISTRATOR

• Direct territories with 85 stores and with ten stores with as many as 1,000 employees including company owned and 35 franchise owners.

• Direct key operational functions including strategic planning, sales, marketing, human resources, technology, general accounting, operations, safety, compliance, budgets, and finance.

• Prepare financial statements and tax returns.

• Conduct ongoing audits and operational reviews.

• Align all operations with the company’s vision and strategic objectives.

• Communicate goals and establish Key Performance Indicators (KPIs) followed by real time data collection and analysis.

• Use analytics to take a proactive versus reactive response to risks and opportunities, and as a baseline for continuous improvement.

• Lead community outreach initiatives including sponsoring local events and sports teams.

• Focus on organizational branding.

• Oversee policy, procedures, governance, and compliance.

• Serve as Technology Leader for entire territory.

• Serve as a catalyst for positive change and transformation management.

• Grew year-over-year annual revenues.

• Collected payroll data and processed payroll for Development office and store employees directly owned by Development office.

• Hired, trained, and coached new employees.

• Conducted monthly franchisee meetings.

• Reviewed new store openings, remodels and trained new franchisees.

• Administered 401K for team members.

• Trained franchisee managers and employees.

H&R BLOCK, San Bruno, CA 10/03 – 4/17

TAX CONSULTANT

• Prepared tax returns.

• Provided advice to clients on tax shelters.

• Served in a consultative role.

DOWNEY SAVINGS/U.S. BANK, San Bruno, CA 5/02 – 6/09 MANAGER, CUSTOMER SERVICE

• Coached and developed team members.

ROHINI KUMAR Page 2

Resumé (Continued)

WORK EXPERIENCE (Continued)

MANAGER, CUSTOMER SERVICE (Continued)

• Promoted bank products and services.

• Served as a solutions seller.

• Consistently developed a positive customer experience.

• Managed daily operations including scheduling, audits, branch, and vault balancing.

• Conducted monthly team building training.

• Audited weekly, monthly reports for accuracy on new accounts, Balanced General Ledger, and monetary instruments.

• Originated mortgage loan applications and collected under writing documents and submitted to loan dept.

• Acted as liaison between mortgage department and clients.

• Increased bank deposits and clientele thru outside marketing and business mixer meetings.

• Conducted open house visits and partnered with real estate agents to build business.

• Opened new accounts and promoted other bank products to existing and new customers.

• Processed branch payroll and maintained inventory of disclosures, templates and other items needed for operations.

• Helped with technology integration to new software and provided training to employees.

• Initiated wire transfer (domestic and foreign)

• Conducted team appraisal and submitted bonus calculation for payout. CALIFORNIA CHECK CASHING, San Bruno, CA 2/01 – 4/02 ASSISTANT MANAGER

• Ran all daily operations.

• Hired trained and supervised employees.

• Focused on revenue growth and customers’ loyalty.

• Processed branch payroll.

• Hired, trained, and coached new team members.

• Balanced branch and monetary instruments daily (money order, western union, pay advances and travelers checks)

• Ordered branch cash and made bank deposits.

• Conducted collection calls to clients with dishonored check and sent for collection.

• Conducted employee appraisal and quarterly bonuses.

• Collaborated with District Manager on ways to promote product and services.

• Prepared taxes and renewed DMV registration.

EDUCATION

UNIVERSITY OF PHOENIX

Pursuing a Bachelor’s Degree in ACCOUNTING, Expected Graduation Date, October 2024 EVEREST UNIVERSITY ONLINE

Associate’s Degree in ACCOUNTING

COMPUTER SKILLS

Microsoft Office Suite; QuickBooks; Peachtree

Paychex flex and ADP workforce.

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