Manager Customer Service
Resume:
Martin D. Kiersey
Lakeland, FL *****
RETAIL OPERATIONS MANAGER/HUMAN RESOURCES
> Human Resource Management
> Recruiting, Hiring, Loss Prevention
> Training and Development of Employees
> P&L Responsibility
> Vendor Management
> Outstanding Negotiator
> Transportation, Dispatching
EXPERIENCE
Lewis and Raulerson, Port Everglades/ Lakeland, FL
2007 – 2012
Terminal Manager/Retail Account Manager
Manager over approximately 30 stores. Ensured customers kept corporate standards in their stores. Oversaw store resets and rebranding. Assisted dealers to properly train their employees. Acted as liaison between company and customers. Dispatched for both keep fulls and call in customers. Handled ASAP loads. Brought on new accounts for the company. Driver scheduling, hiring, training, terminating drivers and coordinated loads with dispatch for customers. Investigated accidents and all product losses. Successfully resolved customer problems.
> Helped dealers hire and retain employees.
> Increased average mystery shop scores in my stores to 92% average.
> Hired good drivers and decreased turnover.
Handy Food Stores, Tampa, FL
2004 – 2007
District Manager
Responsible for profit & loss sheets for five convenience stores and one grocery store. Negotiated with vendors. Hired, scheduled, and trained all employees including managers. Conducted store inspections and monthly inventory audits. Performed all fuel ordering and set pricing for stores. Investigated store losses and kept shrinkage at a minimum. Oversaw the re-setting of all six stores. Ensured excellent customer service.
> Reconstructed this area to the most profitable in the company.
> Personally hired and trained all managers.
Racetrac Petroleum/Energy Dispatch, Atlanta, GA
1995 – 2004
Florida Regional Manager (2000-2004)
Conducted interviews and managed hiring process. Coordinated all training of drivers. In charge of all profit & loss sheets, driver scheduling, and truck maintenance. Worked hand in hand with dispatchers to assure that stores did not run out of fuel. Investigated accidents and product losses. Provided crisis intervention. Negotiated with outside contractors to secure backup haulers. Conducted on site employee evaluations. Communicated all field operations to corporate office.
> Ran the most profitable region in the country for three years.
>Achieved driver turnover ratio of much lower than the national average due to
direct involvement in effective hiring and development of team.
Florida Regional Personnel Director (1997-2000)
Hired team members and coordinated all training of store managers for over 100 stores in the state. Negotiated with vendors. Taught classes on how to train associates. Ensured all HR policies were followed, conducted store inspections. Investigated store losses and harassment charges. Recruited and developed numerous managers who were later promoted to area supervisors and regional managers.
> Recruited and developed numerous managers who were later promoted to area
supervisors and regional managers.
Area Supervisor (1996-1997)
Held responsibility for profit & loss sheets for up to 13 stores. Negotiated with vendors. Hired, scheduled, and trained all employees. Conducted store inspections and monthly inventory audits. Investigated store losses. Participated in store re-sets. Ensured excellent customer satisfaction.
> Restructured a previously non-profitable area into a successful one within six
months of hire.
Store Manager (1995-1996)
Held responsibility for profit & loss in one store. Handled hiring, training, and scheduling of all employees. Performed all ordering and negotiated with vendors. Communicated all store maintenance needs to corporate office. Ensured compliance with legal standards of all health and safety regulations. Maintained excellent customer satisfaction. Assigned to four of the most difficult non-profiting stores in the area, and over the course of one year turned each store into a profitable, clean, respectable site.
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