Customer Service Manager

RYAN E. BLAKEY

** ****** ****** • Boston, Massachusetts

401-***-**** • ******@*******.***

SALES MANAGEMENT PROFESSIONAL

Innovative and results-driven management professional with experience impacting corporate performance through comprehensive operations, category and team leadership, training and development expertise within the consumer products and service industry. Directs large, complex business operations in alignment with organizational business goals and objectives. Collaborates with department managers on category sales and maintenance strategies. Drives business development, increases operational efficiency, and ensures customer satisfaction. Builds, maintains and expands community involvement programs, augmenting corporate visibility while providing key support to charitable programs. Successfully trains, develops, coaches, mentors and manages staff members in optimizing their performance and knowledge to enhance business growth, increase revenues and drive profitability.

AREAS OF EXPERTISE

Leadership • Training & Development Program Creation / Implementation • Operations • HR Management

Business / Strategy Development • Budget Development / Analysis • Organizational Development • Negotiations

Community Involvement • Loss Prevention • Regulatory Compliance • Labor Relations • Customer Service

PROFESSIONAL EXPERIENCE

STOP AND SHOP SUPERMARKET COMPANY, multiple locations • 1996-2012

A chain of supermarkets located in New England, New York and New Jersey.

Store Manager / General Manager – Revere, Massachusetts (2011-2012)

Drove all aspects of a 55K sq. ft. retail grocery operation with $35M in annual sales, $2.1M in product inventory and $12M in budgeted costs. Provided direct management of sales, merchandising and inventory replenishment activities. Led supply chain initiatives, vendor relations, OSHA regulations and safe-food handling procedures. Held accountability for customer service, local, State and Federal law compliance, union labor relations and Human Resources management. Spearheaded personnel training and development, budget and payroll analysis and community involvement. Oversaw the activities of 185 associates.

Grew sales by 6.3% over budget.

Controlled $51K (8.45%) in budget payroll on a weekly basis.

Managed the store team during a 4-month, $4M remodel while maintaining OSHA safety standards and successfully delivering $600K in weekly budgeted sales.

Converted the internal E-Mail system from Lotus Notes to Google Apps by launching an IT initiative.

Led the store to #3 for the Customer Service Achievement Award out of 214 stores in the New England Marketing Division.

Designed and implemented Self Checkout retraining program for 4 districts and 52 stores

Collaborated and directed community involvement programs such as the Revere Community Outreach program with the City of Boston and an Open House program with local community centers, as well as participating in the 1st Annual Revere Cleanup Day.

Raised $8.5K for the Food for Friends program and donated money to the local Food Pantry, as well as $15.5K for the Jimmy Fund, donating 15% to the Great Boston Food Bank.

Served as District Lead for Self checkout processes and productivity across 14 stores with 132 associates.

Drove 9 departments and 32 full time associates to exceed budgeted profit margins by 1.2% ($2.2M).

Acted in the role of Lead Negotiator for labor relations with UFCW Local 1445.

Directed all changes in compliance with the Patriot Act.

Reduced inventory loss through the development of an action plan with asset protection administration.

RYAN E. BLAKEY • Page 2 • ******@*******.***

STOP AND SHOP SUPERMARKET COMPANY (continued)

Assistant Store Manager / Perishable Manager – Boston, Massachusetts (2009-2011)

Served as Assistant Store Manager, providing management support for a 35K sq. ft. facility and 165 associates with $28M in annual sales. Directed all perishable operations, including those for deli, florist, meat, seafood, produce, and bakery departments. Collaborated with store departments on plans to meet and exceed budgeted sales and margin targets. Established fundraising initiatives and job sourcing opportunities with local Boston community groups. Conducted Human Resources management, including recruitment, interviewing, orientations, training and development. Partnered with the Boston Sales District concerning Deli and Bakery budgeting input.

Boosted budgeted sales by 10.21% vs. the previous year.

Exceeded perishable profit margin by .25% ($54K).

Partnered with the Greater Boston Food Bank on community involvement, donating $17K+ from the store.

Acquired 42 positions for unemployed community members in cooperation with Goodwill of Boston.

Utilized the HR express system to recruit and hire 85 associates.

Increased Boston Market area Bakery and Deli department sales and profits by making weekly management inquiries.

Implemented an Associate Modular training program across 13 Boston area stores.

Drove productivity and sales through the development of an overnight meat cutting program in 8 Boston area stores.

Played a key role as lead Customer Service Supervisor, monitoring, compliments and complaints, and addressing and resolving issues for the store team.

Earned the #1 Assistant Store Manager (ASM) rating out of 75 ASMs across the New England Marketing Division after taking the Store Management Assessment Test.

Assistant Store Manager / Non-Perishable Manager – Nantucket, Massachusetts (2004-2009)

Oversaw ~260 associates that worked in a 16K sq. ft. store with $1.5M in weekly sales during the peak season. Led seasonal employment recruitment, development and placement. Hired through internal job fairs, as well as International Visa Programs, obtaining work permits for associates from Jamaica, Dominican Republic, Haiti, Columbia, Peru, Bulgaria, Slovakia, Russia, Nepal, and Philippians. Served as a Property Manager for 11 properties that housed 85 associates in company quarters. Provided employee transportation to the island and housing arrangements, as well as job placement and training. Owned responsibility for $1.6M+, 5 non-perishable department operations and inventory. Managed 5 department manager and 2 assistant store manager direct reports. Drove the operation of product flow, supply chain, personnel schedules and responsibilities to meet seasonal business growth. Trained and retrained associates for job functions because the J1 Visa Program issued only 4 month visas, while the H2B program issued 10 month visas.

Led the store to #1 of the company’s stores for profit margin, generating 11% of the company’s total profitability of $9.1M in 2006, 2007, 2008 and 2009.

Initiated the “Island Experience” job fair to recruit associates internally for both Nantucket and Martha’s Vineyard Island.

Successfully recruited 120 associates across 8 marketing areas of the New England Sales Division.

Led recruiting, hiring, orientation, housing and training for ~260 employees through the US State Program’s International Visa program.

Collaborated with US House of Representatives and US Senators on H2B Visa program in 2008.

Delivered $1.9M in record breaking sales within 1 week by developing operations and accountabilities.

Managed an 11-unit, 85-bed property valued at $9.25M.

Served as the lead Food Safety Supervisor, developing safe food handling operations with the Nantucket Board of Health.

Accomplished #2 in New England Sales Division profit margin in 2005, 2006, 2007, 2008 and 2009.

Finished #1 in profitability in the New England Sales Division during 2005, 2006, 2007, 2008 and 2009, #1 in Non-Perishable Shrink in 2006, 2008 and 2009 and Top 10 for Perishable Shrink in 2005-2009

RYAN E. BLAKEY • Page 3 • ******@*******.***

STOP AND SHOP SUPERMARKET COMPANY (continued)

Customer Service Manager – Cranston, Rhode Island (2002-2004)

Held accountability for all customer inquiries, and developed solutions to meet them. Created action plans to improve customer service levels. Collaborated with the Head of Service Department to deliver complete customer satisfaction concerning product offerings and store cleanliness, as well as quick service and employee friendliness. Acted as the Hiring Manager, working with all departments on developing new associate programs. Managed all new hires, and the Associate Modular Training Program. Created a community outreach program with 3 Cranston area middle schools. Instituted a weekly store tour with the school’s Physical Education Department. Served as Store Manager for ~195 associates in a 55,000 sq. ft. building with annually sales of $42 million and profit margins of 1.9%.

Grew the score of the Customer Service tracking study by 4 base points.

Facilitated the promotion of 4 full time associates by designing and implementing the Associate Modular Training Program.

Created a community outreach program with 3 Cranston area middle schools.

Partnered on the development of Easy Scan and Self-Checkout with the IT Department.

Acted as the lead recruiter for Rhode Island’s 1st Peapod Home Delivery location.

Led monthly new hire orientations for 14 District stores.

Created, developed and implemented store OSHA regulatory standards, chairing monthly meetings and follow-up tasks.

Enhanced customer service perception by increasing company visibility in the community by coordinating 8 events, including cultural parades, as well as Health and Fitness seminars.

Served as the company representative in the community by participating in seminars, parades, TV programs and news broadcasts.

Established the idea for community outreach across 13 other district stores.

EDUCATION

Bachelor of Science in Business Administration in Management and Economics

Bryant University, Smithfield, Rhode Island

AFFILIATIONS

Boston Young Professional Associations

Society for Human Resource Management

Nantucket Rotary Club

Bryant University Alumni Association

TECHNICAL COMPETENCIES

Word • Excel • PowerPoint • Access • Outlook • Google Apps

Lotus Notes • E-Learning • Enterprise Performance Management • HR Express

Kronos Payroll System • Hummingbird Network

Contact this candidate