Customer Service Operations Manager

Matt F. Kolcz MS

**** *. ******* ****., **** *N

Chicago, IL 60660

Tel: 773-***-****

******@*******.***

Work Experience:

Current-May, 2021

Operations Manager TJMaxx #578

Manage day-to-day business operations.

Manage scheduling, hiring and seasonally-focused projects.

Drive TJX Rewards Credit Program.

May, 2021-September, 2019

Operations Manager and Merchandise Manager TJMaxx #562

Manage scheduling, door-to-floor, payroll and onboarding.

Supervise all aspects of merchandising.

Drive TJX Rewards Credit Program.

Drive customer engagement.

September, 2019-January 1, 2016

Operations Manager

TJMaxx #621 Dunning Square

Scheduling using Kronos up to 65 associates.

Door-To-Floor Process.

General Supervision.

December, 2015-August 1, 2014

Merchandising Manager, TJMaxx Store #621 Dunning Sq.

Lead merchandising activities in the Men's, Children's Women's, Housewares and Sportswear Departments in a store that generates $11M annually.

Ran service-focused operations throughout the store daily.

Prepare numerous sales, payroll, operational and cash handling reports for Regional Management.

Selected and developed new employees.

Performed payroll management functions.

June 30, 2014-October 1, 2011

Customer Engagement Manager, TJMaxx Store #724 State St.

Managed a sales force of 150 during a period of change within the organization's focus and helped drive sales to $25M in our best year.

Led customer service throughout the store.

Managed store operations daily.

Selected, trained and led sales personnel.

JCPenney, Inc. Aurora, IL.

September, 2011-April, 2008

Store Engagement/Operations Manager

Led customer service and general store operations activities in an anchor store that generated $200M yearly net, and employed full and part-time sales staff of 300 employees + 50 Seasonal .

Trained sales force in the areas of customer service and merchandising.

Wrote weekly schedule for the entire store using an Oracle software product modified for JCPenney (Jtime) up to 350 associates.

Led merchandising duties throughout the store.

Generated numerous sales, personnel and merchandise reports for corporate review.

ALDI Foods, INC.

March, 2008-March 2001

Assistant Store Manager/Interim Store Manager

Ran day-to-day operations in multiple units.

Prepared daily orders in the areas of grocery, freezer, cooler, produce and special purchase.

Performed all inventory control processes.

Supervised various staff sizes based on store volume.

El Camino Resources, Inc.

January, 2001-May 1999

Manager, Workforce Education and Development

Developed and led a staffed Training Department for the software and hardware technicians on a national scale.

Developed individualized training plans for IBM eBusiness/eCommerce technical personnel (AS400, RS6000, S390 and Netfinity platforms).

Developed training plans for mid-management and executive personnel.

Created and enforced training budgets.

Created and delivered training programs as required by management.

Worked closely with Legal to remedy corrupt business units.

Approved expense reports for all technical personnel.

Created Intranet pages for the Training Practice and corporate bulletin.

Education:

April, 1999-August, 1995

Southern Illinois University-Carbondale

Master of Science, Workforce Education and Development (secondary Master's concentration in Business Administration)

Thesis: Summary and review of Adult Education, Training and Development Methods based on Malcom Knowles.

Training programs design and implementation

Training programs assessment

Web-based training design

Business and Administration

Financial, managerial & cost accounting

Corporate finance

Manufacturing management

Human resource administration

Management information systems

Small business development

Strategy development

Business Law

-Instructor of business courses while in Graduate School.

-Published text in Research Spring, 2000

May, 1992-September, 1988

B.A., German

written

spoken

Minor, Industrial Psychology

Decent in Spanish

May, 1987

Wheaton North High School Graduate, Wheaton, IL.

Student Exchange to Germany, Summer, 1987

Personal Attributes:

Take-charge leader

Professional

Appreciative of a diverse workforce

Professional Affiliations/Interests:

The US Naval Institute

American Management Association

American Society for Training and Development

SIU Alumni Association

Member, Lac Du Flambeau Native American Indian Tribe, Lac Du Flambeau, WI.

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