City Operations Manager North America Value Offered A highly motivated, results-focused manager with 18 + years of management experience in the retail industry. 10 years of Operations Management Experience. 2 years of Service Quality Audit management experience. 2 years owner/operator of a successful retail business. Management background includes leading teams, safety program development, employee supervision and development, devising time lines, monitoring project standards, developing and managing budgets, development of training curriculum, conducting training and investigations, and maintaining quality assurance. Possess strong leadership and successful team building capabilities, Excellent technical, analytical, communication, presentation, and customer service skills, Resourceful problem solver with proven ability to bring quick resolution to challenging situations, Able to build lasting relationships with vendors, customers, and employees. Key Skills Global Market Expansion Strategies Business & Channel Development Sales Team Training & Management Complex Negotiations & Sales Cycles Territory Startup & Turnaround Strategic Partnership Building Key Account Management Forecasting & Market Analytics
Budgeting and forecasting
Customer relations specialist
Cost reduction strategies
Quality assurance and control
Human resources management
Assistance Store Manager, 07/2014 to Current Ross Dress for Less – Dallas, TX
• Reduced a stores shrink from a 3.4% to a
1.8% in less than two months.
• Managed all aspect of HR; sourcing,
selection and assessment of top talent, performance management, succession
planning, training and development, workers' compensation, conflict
management, retention plans, LOAs, employee relations and union avoidance,
labor laws, legal compliance, etc.
• Successfully orchestrated a program for
Special Services that had an immediate and drastic effect on the shrink
percentage related to that store.
Drove sales and
quality customer experiences in electronics, toys, seasonal, stationary
and house wares. Coached and developed a team of six non-exempt department
managers and a staff of 75 associates to properly merchandise products and
perform high-levels of customer service.
Consumer Relations, 11/2013 to 02/2014 Experian Credit Bureau – Allen, TX
By demonstrate strong
customer service skills and positive and cooperative tone with both
customers and co-workers. Responsible and determine the different types of
issues contained in dispute and forward those requiring handling in
different departments to appropriate personnel. Educate the consumer on
dispute process and offer options for immediate resolution. Accountable to
Identify and investigate dispute issues. Exceptional ability to enter data
accurately and efficiently into appropriate database system. Maintain the
integrity of the database by ensuring data quality and accuracy.
Responsible in handling escalated consumer issues.
Owner and Operator, 04/2010 to 06/2013 Fine Cigars – Allen, TX
Primary owner and
champion of a Fine Cigar and Lounge
presentation of the entire store
Plans, direct, and
coordinate all sales floor events to maximize sales, profit, guest
service, productivity, and team satisfaction.
Supervise the day to day
operations of the team and provided leadership and direction for
other team members
by providing honest feedback, coaching, mentoring and recognition
Ensure the team is
following store guidelines for presentation and implementing new practices
as they are established.
Supervised and trained
team members to achieve daily sales goals
Act as leader on duty
responding to team member concerns,
as well as opening and closing the store and ensuring all Fine Cigar
property and personnel are secure.
City Operations Manager, 02/2004 to 06/2010 Hertz Corporation – Texas
Accountable for managing, hiring and growing revenue for 250 employees across 20 locations in the D/FW area.
Supervised five senior managers, ten location mangers and 120 hourly employees, scheduled work hours, resolved conflicts and determined salaries) Project Manager for a Global Business Process Re-engineering initiative resulting in annual savings of $13 million on Vehicle accident collection.
Solved customer satisfaction issues, achieving a 20% complaint reduction each year Implemented new ordering systems, resulting in a $100,000 reduction of yearly expenses Improved profit margin from a 4% loss to an 8.9% profit by creating an atmosphere of team work, accountability and collaboration.
Directed talent management and employee retention initiatives which resulted in highest Employee Satisfaction rating "4.0" measured by Quarterly employee surveys.
Bachelor of Arts: Business Administration, 1 1994 University of East Africa - Kenya Business Administration
Lead Five Team member on several senior management driven strategic pilot programs to identified through SWOT) Strengths, Weaknesses/Limitations, Opportunities, and Threats) Analysis and participated in Kaizen and Hoshin exercises using lean principles.
Achievement Highlights continued) Built an accelerated career program for new hire management trainee's to add talent, diversity and future leadership Trained in and maintained excellent interpersonal and communication skills that complement proven creative problem solving capabilities Interacted efficiently with business customers, providing information and resolving critical problems Developed and coached staff to maintain high levels of service and to meet department standards and goals Hertz Corporations Senior Operations Manager, (2001 to 2004): * Oversaw the entire operation; evaluated staffing, developed managers / employees, ensured company policies / procedures were being met, communicated company goals and expectations, and facilities.
Achieved Key Performance Indicators; Adjusted Pre-Tax, Customer Satisfaction, Revenue, Fleet Utilization, Direct Operating Expenses, employee satisfaction and Safety.
Reviewed staffing, motivated employees and managers, inspected all departments, coached and advised employees and managers.
Interacted with customers and reviewed processes improvements for to reduce cost and increase business Hertz Corporations Operations Manager Long Beach Airport (1996 to 2001): Monitored employees to ensure they followed policy / procedures, coached employees on their performance and provided feedback, ensured employee morale was high, reviewed staffing needs and created schedules that maintained good workflow.
Achieved revenue and profit business plan, monitored agency locations to ensure corporate compliance, identified markets to open new locations, forecasted fleet needs for each agency location, coordinate fleet moves between locations, exceeding customer service expectations.
Oversaw all hourly employees, reviewed fleet needs, addressed employee or operational issues.
Evaluated and communicated customer satisfaction with all locations, provided feedback to ensure customers were satisfied.
Developed and implemented training plan to develop new employees and managers.
Business Process Re-engineering, closing, coaching, conflict management, customer satisfaction, customer service, customer service skills, database, direction, electronics, employee relations, gross profit, hiring, HR, leadership, legal, managing, mentoring, Excel, MS Office, PowerPoint, Windows, Word, performance management, personnel, profit, quality, sales, team work, UNIX