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Manager Customer Service

Location:
Houston, TX
Posted:
August 09, 2012

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Resume:

JOHN E. MACHEN, JR.

**** ********** ****** **. #*** Katy, TX 77494

Cell 281-***-**** o5yyb8@r.postjobfree.com

PROFESSIONAL SUMMARY

Decisive, results-driven executive is offering 20 plus years of proven results in retail marketing gasoline / convenience store industry, with 11 years in the design, development, and management of training and development activities directed to franchisees and company employees, and 5 years pricing and project management expertise.

AREAS OF EXPERTISE

• Territory Management • Customer Service • Organizational Development

• Process Improvement • Marketing Analysis • Merchandising

• Loss Prevention • Contract Negotiation • Classroom Facilitation

• Leadership Coaching • Budget Preparation • Lean Methodology

• Project Management • Management • Instructional Design

• Operations • Business Consultant • Franchise Consultant

EMPLOYMENT HISTORY

KNOWLEDGE LEARNING CORP, HOUSTON, TX 2010 TO PRESENT

Regional Manager

Direct all activities within the Texas Region consisting of 76 after school programs to attain company goals. Oversee a team of Area Managers who manages 9 to 13 after school programs.

• Maintained quality and labor controls.

• Recruit, select, train, develop, evaluate, motivate, and manage the performance of your Area Manager.

• Profit and Loss responsibilities, acquired 24 additional programs resulting in an increase of revenue of over $1M.

• Manage and maintain client relationship at the district and school levels to establish an ongoing partnership.

• Secured a five year agreement with Northwest ISD to offer programs at all of their schools.

RWD TECHNOLOGIES, INC., HOUSTON, TX 2006 TO 2009

Training Analyst

Project Manager/Consultant with various companies like ExxonMobil on performance and development needs. Developed training that fit the needs of the various departments.

• Reduced the cost of developing documents using Lean Methodologies by 10% resulting in an average savings of $1,500 per product and a yearly saving of over $500,000.

• Managed projects that resulted in $300,000 in revenue for the company.

• Established and maintained relations with clients and ensured that all clients received quality service.

FLOOR’S TODAY, HOUSTON, TX 2005 TO 2006

District Manager

Direct all activities within a District consisting of 7 stores to attain company goals. Oversee a retail management team, consisting of Store Managers who manage the day-to-day operation of flooring stores.

• Increased store sales from $256K per month to $1.1mm per month in six months.

• Maintained stores’ implementation to merchandise plan-o-grams and store environmental standards to maximize sales.

• Recruit, select, train, develop, evaluate, motivate, and manage the performance of your Store Managers and stores’ employees to maximize their potential.

• Opened three new stores and developed a strategic plan to open other new stores over the next year.

MURPHY OIL USA INC., HOUSTON, TX 2003 TO 2005

District Manager

Direct all activities within a District consisting of 14 stores to attain company goals. Oversee a retail management team, consisting of Store Managers who manage the day-to-day operation.

• Increased store sales from 15% to 40%.

• Maintained stores’ implementation to merchandise plan-o-grams and store environmental standards to maximize sales.

• Recruit, select, train, develop, evaluate, motivate, and manage the performance of your Store Managers and stores’ employees to maximize their potential.

• Control the loss of retail items through loss prevention strategies.

TELECHECK SERVICES, INC. A FIRST DATA COMPANY, HOUSTON, TX 2001 TO 2003

Manager, Learning and Development

Consulted various departments within First Data Corporation including TeleCheck on performance and development needs.

• Managed and facilitated First Leaders a leadership development program geared towards front line managers and supervisors.

• Developed and managed the strategic plan that supported the four key strategic initiatives Acquisitions/Synergies, Growth and Profitability, Customer Care Programs, and Talent.

• Redesigned the new employee orientation process including a manager’s guide that resulted in a six months savings of over $536,000.

• Partnered with other departments to analysis training needs from strategic goals and current performance. Developed and managed the training focused on performance gaps.

• Prepared and administered an $825,000 annual operating budget.

• Managed and developed a core group of seven trainers that facilitated leadership development, systems, and advanced customer service training.

• Rolled out MeansBusiness, eAdvisor, and eLearning website to 2,500 employees nationwide.

• Worked with the Six Sigma group on the software migration.

• Instrumental in the company’s growth via a recent acquisition.

FRIEDKIN BUSINESS SERVICES, HOUSTON, TX 2000 TO 2001

Leadership Development Specialist

Developed, deployed, and facilitated training programs on leadership development, Human Resources and process improvement to various levels of management. Collaborated with other business units to identify learning and development needs.

• Designed and facilitated leadership development sessions including Legal Aspects of Hiring, Constructive Discipline, Sexual Harassment, and Interviewing and Selection.

• Conducted Code of Business Conduct session for 2,500 employees.

• Redesigned the Employee Orientation Program resulting in savings of $80,000 annually.

• Delivered AchieveGlobal Leadership 2000 series to 50 managers and supervisors.

CHEVRON PRODUCTS COMPANY, LA HABRA, CA 1984 TO 2000

Senior Retail Training Specialist (1996 – 2000)

Coordinated, developed, and facilitated classroom-based learning of professional development programs and advanced training subjects for employers and employees in the retail industry.

• Developed and conducted leadership training courses for retail convenient store managers and have trained over 275 management professionals to date.

• Executed successful training programs to more than 300 individuals regarding new programs and processes for store ordering processes, as well as recruiting and hiring procedures for CSI (Chevron Stores, Inc.)

• Prepared and administered a $125,000 annual operating budget.

• Fostered enhanced performance from new trainers by facilitating “Train the Trainer” workshops.

• Conducted financial management workshops that taught basic strategies for identifying, analyzing, and resolving financial issues. (Included analysis of work orders and up selling automotive service repairs and maintenance, profit and loss, etc.)

• Eliminated over 250 hours of overtime by implementing a scheduling and labor process.

• Worked in conjunction with consultants in developing and implementing a merchandising course for territory managers.

• Developed merchandising and sales training programs for dealer and co-op locations.

Retail District Manager (1992 – 1996)

Provided consultation to approximately 30 to 35 (accounts) jobbers, dealers, company operated and other retail stores on small business operations.

• Played a major role in the acquisition of five new accounts, which resulted in a sales increase of 1.5 million units per month.

• Increased store category sales from 5% to 20%; and directed the implementation of 20 merchandising programs.

• Implemented innovative sales and marketing programs that were designed to develop new business, expand profit margins, and increase market share.

• Prepared bids for proposal, negotiated terms of contracts with clients, and coordinated site development with support personnel.

• Established and maintained relations with clients and ensured that all clients received quality service.

• Maintained new and existing territories.

• Consulted in equipment, site design, product placement, and customer service to 30 retail accounts; managed the reconstruction of several retail sites.

• Developed and maintain Strategic Network Plan (SNP) for the station promotions and sales events.

Pricing Specialist (1990 – 1992)

Maintained consistent competitive retail gasoline prices to optimize sales and profits at 358 company operated retail service locations.

• Formulated strategic supply strategies.

• Managed market activities and developed and implemented pricing strategies for company operated trade classes.

Various Other Positions (1984 – 1990)

This included: Salesman, Lead Salesman, Assistant Manager, Store Manger, Project Specialist, Retail Specialist, Property Specialist, EHS Specialist, etc.

ACADEMIC CREDENTIALS

Bachelor of Arts in Marketing

California State University, Fullerton

PROFESSIONAL DEVELOPMENT

National Association of Convenient Store Series, Cornell University

Supervisor Behavior Analysis II, Blanchard Training and Development

AchieveGlobal Certification (Zenger Miller)

Instructional Design Workshop

Academy Sales Training

Florida International University – Instruction Design

Six Sigma – Green Belt

COMPUTER SKILLS

MS Access, Excel, Exchange, Outlook, PowerPoint, Word, Project, Net Meeting, Visio, SAP, Articulate, Publisher, SharePoint

PROFESSIONAL AFFILIATIONS

American Society for Training and Development



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