Customer Service Operations Manager

David J. Hoover

** ***** ********** ****

East Amherst, NY 14051

Home: 716-***-****

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

EDUCATION

****-**** *********** ******* - ***********, Massachusetts

Bachelor of Science in Physical Education, Health & Recreation

Graduated cum laude

1975-1977 UNIVERSITY at BUFFALO – Buffalo, New York

Completed 17 graduate hours towards Master of Science

In Physical Education and Health with a 3.35 GPA

PROFESSIONAL EMPLOYMENT EXPERIENCE

2006-Present BUFFALO OLMSTED PARKS CONSERVANCY – Buffalo, New York

Golf Operations Manager, Golf Special Events Director

Responsible for day to day operations of three golf courses. Includes

Managing 16 employees, developing sales and promotion plans,

developing and maintaining budgets and cash handling procedures.

Purchasing golf course supplies and golf merchandise. Working

daily with golf course turf staff to communicate golfer comments on

course conditions and discuss plans of action.

Plan fundraising initiatives – Olmsted Open. Handling community

relations and providing superior “Customer Service”.

2005-Present GENESEE COMMUNITY COLLEGE – Batavia, New York

Head Men’s lacrosse coach.

2004-2005 GOLF GALAXY – Amherst, New York

General Manager, responsible for total operation of 15,000 sq. ft. facility. Directed entire “Opening” process of new retailer to W.N.Y. area. Managed 27 employees. Responsible for hiring and training of staff, developing and implementing sales plans and specialized store promotions. Developed and maintained operations budgets. Supervised staff in planning, scheduling and assigning work weekly. Managed staff in the receiving of merchandise, loss prevention, inventory procedures and providing customer service excellence. Handled communications with District and Corporate initiatives, results and improvement opportunities.

2004-2004 ARROWHEAD GOLF CLUB – Akron, New York

Pro-Shop Supervisor. Responsible for opening/closing duties,

scheduling reservations, checking in and servicing customers.

Merchandising and overseeing smooth Pro Shop operations.

1993-2004 DICK’S SPORTING GOODS – Buffalo, New York

General Store Manager, responsible for total operation and management of 50,000 sq. ft. facility and a staff of 70 + employees. Supervised total team in planning, organizing and developing weekly work schedules.

Planned sales initiatives, preparation of sales budgets and analyses for opportunities. HR duties including recruiting and training staff, annual review process, etc.. During my tenure, I opened 3 new stores in the Buffalo market and handled Community Relations & Promotions with local companies and organizations.

1977-1993 J.C. PENNEY CO., INC. – Buffalo, New York

Hired as Sales Associate in 1977 and regularly promoted to positions with increasing levels of responsibility including Department Manager of men’s & children’s areas, as well as, General Merchandise Manager for the entire store. Selected by District Manager to direct Personnel & Operations divisions for a 16 store district. Active in all aspects of running a $20 million operation, 100,000 sq. ft. facility with 200 employees. Significantly increased sales and profit margins in 5 different stores while with J.C. Penney’s.

1974-2008 Various Coaching positions in the sports of lacrosse, gymnastics,

softball and football at the youth, High School and College levels.

HONORS RECEIVED

Chosen to direct District Operations & Personnel assignments with

J.C. Penney’s

Chosen to open three (3) new retail stores in the Buffalo, NY market

for Dick’s Sporting Goods

Tri-Senior Athlete of the year Award, Springfield College

All New England Honorable mention Lacrosse, Springfield College

Co-Captain, Senior year, Springfield College lacrosse team

Senior Athlete of the year Award. Kenmore East H.S., Tonawanda, NY

SUMMARY OF QUALIFICATION

Enthusiastic, results oriented manager, administrator, trainer, coach with a proven ability to get the job done and develop a history as a builder of successful programs. Successful manager, coach with effective professional leadership, organizational and communication skills. Customer friendly and people oriented. Diversified background in my job experiences.

Contact this candidate