Operations Manager Customer Service

James J. Richer Jr.

** * ******* ** ******, DE 197**-***-*** 8464 *************@*****.***

Diligent Operations Manager bringing over 25 years of experience in operations, production management, organizational development and team building within diverse industries. Proficient in planning, coordinating and executing successful production strategies. Adept at improving operational stability, efficiency and profitability. Team-minded individual works well with senior stakeholders and effectively prioritize tasks.

Management Information Systems

Work Flow Planning

Solutions Development

Cost Reduction Strategies

Team Leadership

P&L Management

Risk Management

Relationship Development

Project Planning and Development

WORK HISTORY OPERATIONS MANAGER 05/2020 to 12/2022

Amazon - North East, MD

•Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.

•Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.

•Identified and resolved unauthorized, unsafe or ineffective practices.

•Advanced productivity Key Performance Indicators (“KPIs”) to achieve key business goals and objectives.

•Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.

•Formulated processes to reduce downtime and financial loss.

•Managed teams of 20 up to 400+ individuals in both inbound and outbound functions.

•Established positive and effective communication among department staff and organization leadership, reducing miscommunications and missed deadlines.

STORE MARKET MANAGER

LensCrafters - Wilmington, DE

•Interview, hire and develop a staff of 10-12 associates for both retail and lab manufacturing staff to provide the best in eye care and eye wear.

•Successfully manage KPI's including sales, profit, year over year sales growth, traffic count, customer conversion, as well as company specific sales enhancements.

•Grew business steadily by 3-5%, beating sales goal projections and year over year sales growth and dependably reduced unexplained inventory loss by 4% every 6-month inventory providing additional profit to store's bottom line through cultivation of talent by assisting approximately 4200 patients each year.

•Managed risk exposure for both federal regulations and company policies.

•Continually maintained and improved company's reputation and positive image in markets served.

MULTI UNIT OPERATIONS MANAGER 09/2010 to 03/2015

Wireless Zone - Hockessin, DE

•Manage inventory, merchandising and reporting KPI's across multiple locations to corporate headquarters.

•Manage projects from concept to implementation and accountable for identifying operational and business opportunities.

•Grew store sales growth by 2-3% year over year, increased gross profit margin by 1-2%.

•Managed the development of new site location and increased sales 6% above base projection in one year by promoting product and services and providing direct marketing.

•Accountable for the daily reconciliation of Profit and Loss Statements (P&L's) and budget analysis statements to ensure accuracy for payroll, monitoring and corporate performance measures maintaining consistent 1-2% profit growth year over year.

•Responsible for the strategic planning, staffing and talent development of staff, Net Promoter Score ("NPS”) customer satisfaction rating, project deliverables and top-level conflict resolution.

TERRITORY MANAGER 03/2009 to 06/2010

Flextronics RTS - Wilmington, DE

•Maintained operations scheduling for multiple locations to ensure appropriate coverage.

•Managed all inventories for multiple locations.

•Recruit and interview employees for all Delaware, south eastern Pennsylvania and north eastern Maryland locations.

•Managed strategic direction within the territory to ensure seamless execution in servicing environments.

•Responsible for ongoing coaching and development of staff including monitoring of individual and location NPS customer satisfaction rating.

•Cultivated and maintained excellent working rapport with vendors and product representatives and managed relationship and vendor needs for all locations.

•Responsible for calibration of policies, practices and service across multiple locations within territory.

•Measure, validate, and report KPI's for individual locations and territory performance.

DEPARTMENT MANAGER

Bed Bath and Beyond - Wilmington, DE

•Customer Experience management including maintaining outstanding standards, solid product knowledge and all other components of guest services.

•Analyze and measure business trends; develop and implement plans to maximize sales and meet or exceed goals and objectives.

•Manage merchandise stock levels, merchandise presentations; signing and assortment in all departments.

•Manage compliance to policies and procedures by conducting audits and ensuring appropriate controls are in place.

•Analyzed historical financial performance data and created action plans with specific deliverables for managers to enhance overall store performance.

STORE MANAGER 02/2006 to 02/2007

Rite Aid - Bear, DE

•Lead store associates through the execution of company business plans/ objectives to drive sales, maximize profit and provide a superior customer and associate experience.

•Interview, hire, train, direct, reward, coach and discipline associates; appraise associate performance; and resolve issues.

•Provide leadership and development for associates by communicating career opportunities, provide regular performance feedback.

•Maintain merchandise standards, profit planner, corporate plan-o-grams and on-going merchandise information.

•Managed vendor relationships, vendor product quality, timeline commitments, order management and issue management.

•Participate in and supervise the preparation and accountability of retail store physical inventory and develop action plans to achieve expected results.

CORPORATE TRAINING MANAGER 12/2000 to 02/2006

Brew HaHa - Newark, DE

•Develop, implement, and monitor training programs within the organization.

•Create brochures and training materials.

•Create testing and evaluation processes.

•Managed vendor relationships for multiple sites to ensure vendor product quality, order management, payment agreements/contracts and issue management.

•Provide logistical support, course development, delivery, evaluation, process measurements, and cost management.

•Plan the implementation and facilitation of activities and events, budget spending, material production and distribution, and other resources to ensure that operations are managed within authorized budgets.

•Created and managed customer service quality audits, cleanliness quality audits, and cash handling audits for multiple locations.

•Managed new employee orientation training process for more than 125 employees each year.

•5 years of training experience for the National Restaurant Association ServSafe sanitation certification.

•Increased sales at flagship location 15% in one year and an additional 7% the following year, all while increasing gross profit 6% through human resource management, direct marketing, and positive word of mouth advertising.

•Increased sales at largest location to 11% in one year, while increasing gross profit 4% through human resource management, direct marketing and positive word of mouth advertising.

Bachelor of Science, Business Administration and Management, 1999

Widener University, Chester, PA

ServSafe Food Safety Trainor Certified

National Restaurant Association

ServSafe Food Safety Certified

National Restaurant Association

Boy Scouts of America, Troop 75, Christiana, DE, Adult leader

Good Works, Chester County, PA, Service Work Crew

PROFESSIONAL

SUMMARY

SKILLS

03/2015 to 05/2020

02/2007 to 03/2009

EDUCATION

LICENSES/ CERTIFICATES

AFFILIATIONS

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