Call Center Research Operations
Resume:
Cynthy Francis
Katy TX 77493
Objective:
Retail/Banking Manager 15+years of experience driving profitability through strategic growth, leading teams, and quality control. Fiercely competitive in my approach to gain new business, and able to handle complex situations from a strategic and tactical perspective. Presently seeking a suitable leadership position with growth potential. Education:
Greenbelt-Six Sigma Course certification
Lee College-Baytown
Management certification, December 1997
Supervision certification, May 1997
Ross Dress for Less, Baytown, Texas-2020- current
Store Manager
Store $13m, 30,000sqt 32 associates
● Minimized shrink 3% by holding min training sessions each week
● Increased annual sales 10% by improving one process in each category every week
● Increased Employee Survey scores from 64% to 78% within 6 months
● Reduced shortage by 20% at the end of the day’s cash draw
● Decreased theft 20% by increasing employee awareness
● Decreased turnover from 89% to 74% in 6-month timeframe through mentoring
● Recognized as top store in the Houston district for Sales Increase and Shrink decrease over 2 years, consistently
● Achieved 100% compliance on audits through detailed communication and training of staff members on expectations of facility operations, merchandising, company programs and initiatives Independent Trave Agent 2018-2020
● Arrangements for family and business travels
Wal-Mart, Houston, Texas- 2009 to 2018
Shift Manager-Total Store
Assistant Manager-Food Division
Store 113m, 227,000sqt, 167 associates
● Reduced department throwaways, in excess of $250.00 through
● inventory management process
● Successfully decreased expense budget by $400 each week through implementation of new production guidelines
● Increased department sales while reducing close dated products Increased team production goals 10-15% each month through Coaching and motivation
● Decreased unloading production process by 45 minutes utilizing the Green Belt Process
● Improved customer shopping experience by enhancing the apparel floor plans layout
● Reduced payroll expense by $288 per day, by improving the unloading process
● Schedule and review produce drivers
● Coordinate driver location and arrival time with each Store
● Staff truck loaders/unloaders to match with delivery expectations
● Review cost analysis spreadsheets to ensure proper changes and payments
● Review safety guidelines with all drives and loading sraff C & W Consignment, Brandon, Florida-2007 to 2008
Store Owner
● Successfully managed 100 New Consignors monthly
● Recognized as the 2nd of top 5 consignment stores in Tampa, for Cynthy Francis
2107 French Place
Baytown, Tx. 77220
adxdvb@r.postjobfree.com
● Quality, cleanliness, and staff courtesy
Bank of America June 1993 to February 2007
Customer Relations Call Center Manager AVP
Research Operations Manager
Team Leader
Loan Application Coordinator
Head Operator
Receptionist
● Successfully develop and present quarterly business reviews
● 100% Participated in Kazien and Greenbelt projects
● Participated in GreenBelt projects
● Saved $40 of hourly wages per week by completing several just do it projects, when the Received awards for completing process improvement and writing training material for new process
● Responsibility was to locate and reply to all areas involved with customer banking discrepancy
● Responsible for researching lost and stolen cases
● Successfully completed Travel’s to California and Washington to train associates on new process development by myself and team
● Recognized for team consistency green status for SLA/AHT
● Monthly recognition for consistently reducing abandon calls by 3-6% each month
● Selected in 2001 as one of top 3% manager of the company, and rewarded with being a part of company’s trip to Canada for this selected group
References available upon request
Cynthy Francis
2107 French Place
Baytown, Tx. 77220
adxdvb@r.postjobfree.com
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