Manager Customer Service

JEFFREY D. KOHL

* ***** ***** • Dana Point, CA **629

949-***-**** • ************@*****.***

PROJECT MANAGEMENT

Results-driven management professional combining extensive track record implementing superior performance and cost reduction measures across multiple departments while streamlining operations and improving productivity. Excellent communicator and innovative problem solver; can cultivate lasting relationships with clients and negotiate lucrative contracts with vendors.

* Thrive in dynamically changing environments requiring focused decision making.

* Adept at developing innovative policies and strategies to effectively manage multiple departments with precision and accuracy.

* Skilled leader with proven success managing $50M+ in annual budgets and 80+ cross-functional personnel.

Team Building & Leadership • Strategic Planning • Organizational Transformation • Service Excellence

Performance Management • Quality Metrics • Solution Implementation • Process Improvement

Customer Service • Budgeting • P&L Management • Account Management • Asset Management

PROFESSIONAL EXPERIENCE

SEARS, ROEBUCK & COMPANY, Cheyenne, WY • 2009-2010

Leading broadline retailer providing merchandise and related services.

Store General Manager

Directed all daily operations across hardlines, softlines, home improvement, and auto center departments. Supervised 4 managerial direct reports and 85 associates, focusing on customer satisfaction and business growth. Managed P&L, operational integrity, and sales of $10M per year.

* Consistently delivered acceptable results as measured by the Location Balanced Scorecard with an intense focus on customer service and sales growth.

* Ensured the store was “Location Certified” and every associate was “Role Certified” to do their job.

* Top 25 in Full Line Stores Sales Performance 6 times.

CIRCUIT CITY STORES, Rancho Santa Margarita, CA • 2003-2007

Second largest US consumer electronics retailer.

Operations Manager

Promoted a culture that instilled customer focus by understanding needs and delivering value with each interaction, and inspiring team to provide the highest levels of customer satisfaction and operational integrity.

* Coordinated opening of new Circuit City store in Rancho Santa Margarita, including staffing, acquiring supplies, and merchandise load-in. Coordinated three remodeling efforts (contractors, security, materials).

* Implemented new receiving/merchandising processes to reduce expenditures by 15%.

CAPISTRANO UNIFIED SCHOOL DISTRICT, San Juan Capistrano, CA • 2001–2003

Second largest school district in Orange County, California.

Teacher

Provided inspirational instruction, support and guidance, managed the learning process, and focused on students' individual needs in Math, Science, Social Studies, English, and Computer Science.

AQCESS TECHNOLOGIES, INC., Irvine, CA • 2000–2000

Start-up Tablet Computer Manufacturer

Vice President Operations

Established operational, administrative, and reporting systems to effectively manage and grow computer startup organization. Managed the strategic product roadmap, product development, and product launches in order to gain maximum benefit from each product.

* Directed teams responsible for product development, established and scheduled contract manufacturing/delivery of second-generation product, reducing cost by 30%, reducing size by 20%.

* Developed channel relationships to co-brand (Compaq)/sell product at Best Buy and Circuit City.

* Negotiated business alliances with Intel/Microsoft for product design, development, and marketing.

MCI WORLDCOM CORPORATION, Santa Ana, CA • 1993–2000

Second Largest Global Provider of Telecommunications Services

Wireless Market Sales Manager

Managed and guided direct sales activities of sales representatives, focusing upon retention, profitable growth of existing revenue streams, and creating new revenue.

* Coordinated all MCI WorldCom Wireless RFI/RFP responses for large global customers (Disney, Universal Studios, Toyota, Kaiser Permanente, PacifiCare Healthcare, and Apria Healthcare).

* Acquired new accounts representing $9 Million in wireless business.

Product Development Manager

Directed cross-functional product development teams charged with developing business cases, business requirements, and presenting proposals to senior management.

* Identified and developed partnerships, implemented negotiated business processes and systems interfaces between eight Regional Bell Operating companies and MCI WorldCom.

* Streamlined the business and consumer segment approaches to wireless business processes, saving $10M annually.

* Directed the development/implementation of business processes and systems approaches for two new large-scale business initiatives (wireless & local).

* Identified, investigated, and analyzed possible acquisition and merger opportunities. Performed due diligence activities for business processes/systems for two potential acquisition targets.

LORAL AEROSPACE CORPORATION, Newport Beach, CA • 1986–1993

Defense Electronics Contractor

Business Manager/Strategic Planning Manager

Directed all customer liaison activities, coordinated long range IT planning, forecasting & budgetary information ($58M), and competitive business proposals. Directed all aspects of project planning for customer-support related projects.

* Transitioned all computer services, contracts and licensing during company merger/acquisition.

* Managed a team of corporate and divisional managers in a large-scale computer conversion effort saving $4.7M, supervised project personnel, managed $3M budget to convert 77 systems, and coordinated $5M equipment acquisition.

EDUCATION

Bachelor of Science in Multidisciplinary Social Science

Michigan State University, East Lansing, MI

COMPUTER SKILLS

Microsoft Word, Excel, PowerPoint, Project

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