District Manager Customer Service
Resume:
INDIANAPOLIS, IN
*********@*****.***
Kenneth Garmon
DISTRICT MANAGER
EDUCATION
B.S. Degree
Ball State University, 2002
A Proud Member of Alpha Phi Alpha Fraternity
Oracle Database 12c: SQL Fundamentals
ONLC Training Center, 2019
REFERENCES
Michael McDonald II
Vendor Finance Operations Interface
Anthem BCBS
*******.*********@******.***
Dr. David Lee
RVP II Provider Solutions
Depart. VP IN MARKETING
*****.***@******.***
Carlisa Epperson
Dir of Benefits, Pay Role (Human Resource
& Information Systems (HRIS)
Can Capital
*************@*****.***
Abruce Gregory
Director of IT
Davita Dialysis
*************@*****.***
OBJECTIVE
Results-driven District Manager with extensive experience in operations management, project management, business analysis, and strategic sourcing. Highly skilled in leveraging advanced data analytics tools such as Power BI, SQL, Tableau, and Alteryx to inform business decisions and drive process improvements across diverse industries. Proven track record of leading large, cross-functional teams, optimizing organizational performance, and recovering over $8 million in assets. Adept at managing complex projects, integrating new systems, and enhancing HR, finance, and customer service operations. Seeking a challenging senior management role where I can apply my leadership, strategic thinking, and problem-solving skills to drive organizational growth, operational efficiency, and long-term success.
FUNCTIONAL SKILLS
Cross-functional Collaboration
Strategic Communication
Strong Organizational Skills
Adaptable & Flexible
Project Planning & Execution
Cross-Departmental Coordination
Deadline Management
Process Improvement
HR Administration
Conflict Management & Negotiation
Confidentiality & Integrity
Training Development
Financial Reporting; Accounts Payable & Receivable
Asset Recovery; over $8 million
Sourcing Strategy Development; Vendor Relations
Business Analysis; Presentations, Reporting & Summarization
Data Modeling, Data Migration & Data Warehousing
Data Analytics; SQL Proficiency, Power BI & Tableau
CRM (Salesforce) & ERP (NetSuite)
HL7 Interface & Informatica
Excel & Alteryx
System Integration; CSV/Excel data.
EXPERIENCE
District Manager September 2023 - present
Waffle House
-Oversee 5 Unit Managers and 60+ hourly associates, ensuring adherence to company policies, safety standards, and legal regulations (federal, state, and local).
-Ensured compliance with food safety, brand standards, cash handling procedures, and staffing levels across multiple locations.
-Managed communication between headquarters and branches, facilitating operational efficiency and consistency.
-Set projected revenue targets and sales goals, driving market share growth, and optimizing the customer experience.
-Recommended operational improvements to Senior Vice President, focusing on increasing profitability and streamlining processes.
-Recruited, trained, and developed store managers, fostering leadership and managerial capabilities across all locations.
-Led regional goal-setting initiatives, ensuring stores met performance expectations and adhered to industry regulations.
-Managed hiring, budgeting, and financial planning for each unit, ensuring alignment with overall business objectives.
-Known for energetic, goal-oriented leadership, with a strong ability to innovate and inspire teams toward achieving ambitious sales and operational targets.
Director of Call Center Operations September 2018 – September 2023
Indy Go Transportation
-Managed and developed a team of over 100 employees, including 8 Team Leads, 10 Operations Managers, and direct oversight of daily transit operations and customer service.
-Led recruitment, training, and performance development of operations personnel, fostering a high-performing and efficient team.
-Built strong relationships with peers, subordinates, local government officials, and union representatives; handled union grievances and arbitrations while interpreting union contracts.
-Ensured compliance with transit regulations and policies (FTA, FMCSA, DOT, OSHA, etc.) while promoting safety and customer service excellence.
-Monitored ridership, fare collection, and key performance indicators, generating reports and analyses to drive performance improvements.
-Maintained accident investigations, customer complaints, and operational reports to ensure continued service efficiency.
-Managed operational budgets and prepared monthly, quarterly, and annual reports, driving cost-effective operations.
-Oversaw call center operations, including the recruitment, training, and evaluation of call center staff, ensuring effective customer support and service resolution.
-Developed and implemented strategies to improve team performance and meet financial targets, including monitoring system performance, resolving issues, and preparing annual budgets.
-Managed and optimized two shift schedules (6 AM and 5 PM–10 PM) while maintaining a high standard of operational performance and customer satisfaction.
Sr. Operations Manager March 2010 – October 2018
FedEx Corporation
-Managed and led a team of 80+ employees, including training and motivating managers, team leaders, and staff to ensure high productivity and quality service.
-Oversaw operations in warehousing, inventory management, and safety protocols to maintain efficient workflows and meet customer satisfaction goals.
-Played a key role in budgeting, forecasting, and facility layout planning to optimize operational processes and ensure timely service delivery.
-Led initiatives to manage e-commerce operations and global competition, driving improvements in customer service and operational excellence.
-Coordinated scheduling and input/output operations for FedEx, ensuring accurate scanning and sorting of freight to meet delivery deadlines.
-Fostered a team-oriented environment focused on commitment to customers, safety, and continuous improvement.
-Ensured compliance with safety regulations and maintained a high level of alertness to prevent accidents or delays in operations.
-Provided leadership in managing employee compensation, ensuring all staff were paid correctly and on time.
-Acted as a liaison between employees and management, ensuring all staff were well-informed of their benefits and job responsibilities.
-Directed launch and control room functions for domestic and international freight, ensuring on-time departures with minimal cost.
-Demonstrated strong management, human relations, and communication skills, leading to increased employee engagement and high-performance standards.
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