Manager Customer Service

RYAN J. MONTGOMERY

***** ***** ***** ***** #** Centreville, VA 20121 410-***-****

***************@*****.***

SUMMARY OF QUALIFICATIONS

Results oriented manager with an outstanding proven track record. A top producer with a diversified background in many market sectors. Strengths include the ability to create and maintain beneficial business relationships, lead long term strategic efforts and successfully coordinate tasks to meet all deadlines. Recognized as an effective decision maker and an excellent leader.

PROFESSIONAL EXPERIENCE

Archstone: Arlington, Virginia (August 2010-present)

Archstone is a recognized leader in apartment operations with a portfolio concentrated in the most desirable cities in the nation.

Community Manager

Manage twelve hourly associates and one Assistant Community Manager and Service Manager.

Demonstrates commitment to delivering excellent customer service through coaching and leading by example.

Anticipate changes in the market by reviewing competitor’s weekly as well as lease expirations and make-ready costs in order to minimize turnover and maximize occupancy.

Partner with Director of Pricing and Revenue Management on a weekly basis to ensure pricing is commensurate with leasing pace, competition, and demand.

Effectively communicate business driving initiatives to my team through leading by example, daily team meetings, setting individual goals, and providing feedback.

Partnership with marketing team in order to develop community specific marketing initiatives.

Complete monthly financial projections in accordance with budget based upon actual and expected expenditures for each month.

Under the guidance of Operations Manager, develop an operating budget for the property incorporating input.

Ensure that bills are paid to vendors in a timely manner and in accordance with financial budget.

Conduct physical inspections of all areas of the property in order to evaluate the condition relative to health, safety, risk management, asset preservation, customer service, and company standards.

Cole Haan, Inc.: Chevy Chase, Maryland (July 2008-July 2010)

Cole Haan, Inc. is an industry leader in men’s and women’s footwear as well as designer handbags and is a wholly-owned subsidiary of Nike, Inc.

General Store Manager

Manage fifteen hourly associates and two Assistant Managers.

Coach and develop staff to provide a world class shopping experience by establishing relationships with our clients and exceeding their expectations.

Effectively communicate business driving initiatives to my team through leading by example and providing positive reinforcement and constructive criticism.

Execute and maintain visual merchandising standards consistent with company brand standards and directives.

Analyze market trends in partnership with Area/District Manager to ensure an effective strategy exists that drives sales and achieves visual merchandising standards.

Create and maintain positive employee relations through building, leading, and developing a quality store team.

Monitor and maintain compliance of all policies and procedures.

Communicate with Area/District Manager on coaching and conflict resolution.

Williams-Sonoma, Inc. (Potterybarn): Mclean, Virginia (May 2005-July 2008)

Williams-Sonoma, Inc. is the premier specialty retailer of home furnishings in the United States via retail stores, catalogs, and the Internet.

Assistant General Manager

Manage fifty hourly associates and three department coordinators.

Prioritize and adjust schedules and daily agendas to meet business goals.

In partnership with the General Manager, recruit, interview, and select qualified candidates to build a talent pipeline to achieve current and future business goals.

Train and motivate all associates through on-going programs in sales, customer service, and product knowledge.

Assess performance and provide on-going feedback; Complete and deliver performance appraisals and development plans.

Ensure team provides and exceptional customer service experience in the store to achieve World Class Service standards.

In partnership with the General Manager, manage store-operating procedures i.e., inventory levels and cash control to minimize store loss.

Ensure store standards are met and maintained, i.e., visuals, cleanliness, signage, safety.

Pier 1 Imports: Salisbury, Maryland (June 2003–May 2005)

North America’s largest specialty retailer publicly traded on the NYSE

General Store Manager

Managed twenty hourly associates and one salaried sales manager.

Conducted daily goal meetings, and monthly workshops pertaining to sales focus and the understanding of customers and markets.

Ensured that team was meeting/exceeding sales expectations while training them to be future key leaders of the company.

Maintained effective expense control, payroll allotment per sales trends, cash management and timely completion of all corporate/regional paperwork.

Demonstrated leadership through building relationships with key customer groups: Pier 1 cardholders, gift registry customers, designers and dedicated clientele.

The Hertz Corporation: Los Angeles, California (October 2002-June 2003)

Largest vehicle leasing agency in the world, in business for over 80 years

Station Manager

Maintained operations at the highest volume and largest vehicle rental agency location in the world.

Accountable for daily and evening shift scheduling, staffing, and daily audits for procedure compliance.

Directly responsible for over eighty employees, including interface with union representatives.

Analyzed monthly Safety Contact log and Observation/Interventions to ensure employee safety in fast paced environment.

Conducted pre-shift meetings throughout the day and maintained Platinum manifest to assign staff for deliveries.

Jamba Juice: Kahului, Hawaii (September 2001-October 2002)

Hawaiian based subsidiary of Fortune 500 company Starbucks Corporation

Assistant General Manager

Maintained weekly and monthly budgets and wrote all staff operation schedules based upon sales feedback/requirements.

Responsible for weekly and period end inventory as well as WPR (Weekly Performance Recap) for all staff.

Utilized a VPR (Usage Variance Report) to monitor the cycle of food cost variances in an ever-changing market.

Worked to create an environment of high energy and productivity, while ensuring that company policies were thoroughly implemented and maintained consistently.

Walt Disney World: Orlando, Florida (June 2000-September 2001)

Fortune 100 Company and worldwide entertainment icon

Market Research Assistant

Interviewed visiting guests of Walt Disney World for the collection of demographic information and strategic research.

Downloaded daily research to main database in preparation for analysis.

Assisted research department in analyzing data collected for creation and implementation of marketing strategies and product development.

Responsible for training of all new cast members as a Certified Walt Disney World trainer for the Market and Research Department.

EDUCATION AND PROFESSIONAL TRAINING

University of Central Florida: Orlando, Florida May 2001

Bachelor of Science, Psychology

Minor, Sociology

Coldwell Banker School of Real Estate: Los Angeles, California April 2003

Certification Completed

AFFILIATIONS

University of Central Florida Alumni Association

Habitat for Humanity

UNICEF

References Available Upon Request

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