Remote Customer Support & Experience Specialist Resume Title

Scott N. Woodward

**** ** **** ***, ********, OR

509-***-**** Email: *************@*****.***

JOB OBJECTIVE

Seeking a part-time or full-time support role where I can contribute my strengths in customer service, operations, and team collaboration in a hands-on, service-oriented environment. Open to roles that value reliability, adaptability, and a positive work ethic.

CAREER PROFILE SUMMARY

Dynamic and results-driven operations leader with over 25 years of progressive experience managing retail, service, and entrepreneurial ventures across highly competitive industries. Recognized for building high-performing teams, turning around underperforming operations, and driving sustained growth in revenue, customer satisfaction, and operational efficiency. Proven track record of success in executive-level roles with national brands like LensCrafters, AT&T Wireless, and Kinko’s, as well as hands-on ownership experience in small business environments. Skilled in team development, strategic planning, P&L management, sales execution, and delivering customer-centric solutions that foster long-term loyalty. Adept at leading cross- functional teams, improving processes, and adapting quickly to market changes. Known for a strong work ethic, attention to detail, and a consistent focus on excellence.

KEY SKILLS

Customer Support

Client Retention

Operations Management

Business Management

Budgeting, P&L Analysis & Forecasting

Team Leadership

Staff Development

Conflict Resolution

Performance Coaching

Remote Work

Digital Collaboration

Process Improvement

KPI Tracking

Vendor & Partner Relationship Management

CRM, POS & Inventory Systems

Social Media & Web Engagement

PROFESSIONAL EXPERIENCE

General Manager Portland, OR

LensCrafters Jan 2012 – 2023

Directed daily operations for a leading optical retailer, overseeing both retail and lab production in a highly competitive market.

Partnered closely with optometrists and medical staff to deliver exceptional patient care and drive product sales.

Turned around an underperforming team through strategic hiring, training, and performance management.

Grew customer retention and satisfaction scores consistently year over year.

Achieved Top 50 National Presidents Club Award in 2016 out of 1,000+ locations nationwide for sales and operational excellence.

Managed inventory, visual merchandising, payroll, scheduling, and compliance in alignment with corporate standards. Co-Owner / Operations Manager Spokane, WA

Inland Empire Floor and Window Coverings Oct 2006 – 2012

Oversaw day-to-day operations, sales strategy, and customer support for a regional floor and window coverings company.

Built and nurtured client relationships with homeowners, contractors, and commercial developers.

Handled vendor contracts, inventory sourcing, job site coordination, and project scheduling.

Improved profitability by streamlining supply chain processes and enhancing customer service.

Played a critical role in branding, marketing, and maintaining a strong local reputation through word-of-mouth and digital outreach.

Sales Manager Spokane, WA

AT&T Wireless Jul 2003 – Jul 2006

Led sales operations across retail, B2B, and consumer wireless/data channels in a highly competitive telecom market.

Recruited, trained, and developed high-performing sales teams, consistently exceeding revenue and customer acquisition targets.

Drove regional sales growth by implementing performance-based incentives and customer-focused selling strategies.

Collaborated with marketing and regional leadership to launch promotional campaigns and upsell data plans and accessories.

District Manager

Kinko’s (Now FedEx Office) Jan 1999 – May 2002

Managed 13 locations with a combined $21M annual budget, providing strategic oversight on operations, sales, and staffing.

Achieved 6th highest-performing district in the U.S. by 2001 through focused leadership and operational discipline.

Improved profitability through performance tracking, regional training programs, and quality control initiatives.

Mentored branch managers to elevate customer service, increase team engagement, and meet revenue goals. Branch Manager Seattle & Redmond, WA

Kinko’s 1990 – 1999

Directed daily operations of multiple high-volume locations, driving strong sales performance and exceptional customer satisfaction.

Recognized with the Chairperson’s Club and Top Sales Awards for consistently exceeding performance metrics.

Led cross-functional teams, managed budgets, and streamlined service offerings to enhance efficiency and profitability.

Built a reputation for team cohesion, customer service excellence, and operational effectiveness. Co-Owner / Partner Spokane, WA

Priority Copying Services 1986 – 1989

Co-founded and managed a commercial copying and print services business, overseeing all aspects of operations and growth.

Developed business plans, hired and managed staff, and cultivated key customer and vendor relationships.

Led marketing, design services, and financial oversight, growing the client base through local outreach and service quality.

Handled customer service, order fulfillment, and process improvements to maintain a competitive edge. EDUCATION AND TRAINING

Eastern WA University - Organizational Management, Winter/Spring 2005/2006

American Intercontinental University Online 2002

Spokane Community College 2001

Shoreline Community College 1987

VOLUNTEER

PTA, Hoop-Fest, Habitat for Humanity, Girl Scouts REFERENCES

Available Upon Request

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