Operations Manager Customer Service

SUSAN CSASZAR

Edmonton, AB

Mobile: 780-***-**** Email: *********@*****.***

www.linkedin.com/in/susan-csaszar-37231a4b

~ Director of Operations Manager~

Seeking New Operational Role Utilizing My Analytical Expertise.

Operations-driven management professional adept in managing KPI's, driving customer service programs, evaluating inventory and service quality, addressing/resolving complaints, developing forecasts, and ensuring financial/P&L stability. Expertise in driving all areas of policies, leading strategies focused on optimizing business operations, while minimizing loss but continuing to drive market share, and increasing profitability.

●Multi-Unit Operations

●Exception Based Reporting

●Change Management

●Cost & Budget Control

●Multi-Unit Accountability

●Data Analytics - Excel Based

●Performance Management

●Inventory Management

●New Store Facilitation

●Team Hiring & Management

●Training & Development

Strategy Planning/Execution

PROFESSIONAL EXPERIENCE

Starbucks Coffee Canada 11/1997 – Present

STORE/OPERATIONS MANAGER

Manage and oversee the daily operations and activities of multiple store locations, to include P&L management, staff administration, process/program development and implementation, and sales and service management, while facilitating the training and development of new managers in operations and merchandising principles for takeover of those stores. Successfully penetrated markets and opened new locations in Edmonton, Sherwood Park, St Albert, Lethbridge and Calgary, which included project management, new team hiring/development, and opening day strategy.

●Detected inexplicable variations in POS metrics, identified trends and exceptions that affected loss prevention, such as thefts, fraud, and risk exposure.

●Managed confidential and sensitive information effectively, ensuring the protection of company and customer data at all times.

●Proficient in Microsoft Excel, utilizing various features and functions to analyze and report on loss prevention data.

●Prepared program operating budgets, budget reports and other financial performance reports.

●Establish operational objectives and work plans; delegate assignments to subordinate managers.

●Analyze financial reports and weekly dashboards to implement effective methods to improve productivity and sales, while increasing sales and each store’s performance.

●Assist with analyzing business performance, sales reports and expense reports; identify and develop plans to improve sales, while controlling costs through effective budgeting.

●Leverage multiple methods to drive business performance; proactively identify trends or barriers to business performance.

●Utilized as subject matter expert when peers required one on one understanding of exception based reporting pertaining to policies/guidelines

●Communicated clearly and concisely, both orally and in writing, ensuring that all partners were kept informed of any fraudulent activities and loss prevention measures.

●Utiized exception based reporting to ensure all cash handling, partner markouts, and discounting was properly followed by team.Utilized Partner asset and protection team for guidance when questions arose and discipline was required.

●Consistently reduce and control expenses by decreasing inventory markdowns to <3%.

●Led multiple corporate-wide initiatives and new product implementation; drove food warming and instant coffee to a #2 ranking in sales throughout the country beating out 1000 other stores in a matter of six weeks.

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