Manager Customer Service

Charles L. Short

* ****** **.

Cellular 757-***-**** Hampton, VA 23666-4231

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

Objective Manager Position utilizing previous experience and knowledge as in customer service with more than 20 years of management experience. Supervisory position with growth-oriented company offering opportunity for advancement and professional development.

Summary Supervisory experience of more than 20 years for up to 65 hourly & 8 supervisory personal. Performed all managerial functions including hiring, salary & personnel administration, evaluations, disciplinary actions, and both oral & written counseling sessions, & terminations. Strong Support/collections background. Good analytic and planning skills. Experienced leadership & motivational skills. Dependable work ethic, self motivated and goal oriented. Develop, train, and coach employees in all operational aspects. Excellent written and verbal communication skills. Represented firm in numerous court actions. Set up A.R. system & daily cash accounting. Performed credit background checks utilizing Dun & Bradstreet, Experian, and CSC services. Posted daily cash receipts and contacted customers for account collections.. Responsible for assessing staff adherence to policy standards. Generated property tax, sales tax, and business tax returns. Directed company operations emphasizing business development. Traveled though out east coast operations area assisting in training both management & hourly staff in all areas of operations including computers & establishing to correct standards any one of the three cash register systems in use at that time. Opened and closed the store and responded to alarm calls. Managed newly opened store. Managed daily operations of Environmental Services Dept. Created, supervised and developed systematic maintenance of 500K square ft. hospital with 14 substructures on the grounds. Managed 7 departments and staff of 2 assistant managers. Directed sales force of over 35 sales representatives to develop and deliver marketing campaigns for a retail chain store. Established quotas and managed performance to meet sales goals of $54.5 million per year.

Experience

2005- 2011 Assistant Manager

Army Air Force Exchange Service Ft. Eustis, VA

Developed valuable professional rapport with operations managers, marketing officers, and clients and set standards for product development, service delivery, and customer relations. Expertise in management, training, development, negotiation, and budgeting. Directly responsible for management of major accounts, production, development, and overall branch operations. Serviced tour in Iraq as a PX manager F.O.B. Warhorse. Managed seven satellite operations, six managers, and 65 Third Country National contract employees. Oversaw all operations on daily bases. Served as assistant manager of post burger king. ServSafe certified. Acting payroll manager.

2000 - 2005 Collector II

Household Credit Services Chesapeake, VA

Ability to communicate effectively with customers, management, and staff. Broad collections & bank card experience. Encourage oral communication and partnership. Insured compliance with policies and procedures. Team player with ability to oversee all levels of production. Planed and organized work under minimal supervision of manager. Outstanding ability to solve problems under high pressure conditions in a professional and concerned manner. Found mutually beneficial solutions to problems. Consistently recognized by management and peers for producing high quality work.

1999 - 2000 Senior Collector

Bank of America Norfolk, VA

Daily contact with customers regarding the collections of overdue accounts.

1996 - 1999 Collector

Household International Chesapeake, VA

Same as Bank of America Company above

Manager

Kellam Energy/Shore Stop Newport News, VA

Balanced accounts, input payroll figures, and communicated with store managers for multiple operating centers. Operated as coordinating supervisor with 7 other managers for policy compliance and financial reports to corporate office. Performed all aspects of managing a convenience store establishment including cashiering, customer service, balancing daily deposits and completing paperwork; hiring, firing, and scheduling employees; and ordering stock. Maintained internal and external loss prevention programs. Stabilized management turnover through training and development. Successfully completed and trained staff in all aspects of liquor sales and management.

Certified Store Manager

Southland Corp. Hampton, VA

Assisted with implementation and transition to computerized system. Excellent management experience. Consistently implement new techniques and procedures which increase productivity and lower costs. Developed and maintained relationships with buyers, owners, and wholesale managers. Negotiated with sales staff and advertisers to successfully resolve problems. Planned budget and executed promotional programs on all strategic brands. Instituted pricing structure for both individual and corporate sales.

Manager

R. Cross Inc/American International Rent-A-Car Newport News, VA

Created A.R. system & responsible for collections of all accounts. Represented firm in numerous court actions. Provided senior management with monthly and year-to-date comparisons of business results and financial forecasting information. Prepared and maintained travel expenses. Posted insurance claim information. Excelled in leading, motivating, facilitating, coaching, and mentoring.

Education

B.S.B.A., Economics

Christopher Newport University Newport News, VA

Dual Major in Economics & Management. Member of Alpha Kappa Psi Professional business fraternity. Served as president. Senator in student government.

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