PROGRAM MANAGER/OPERATIONS MANAGER Customer Program Manager with 8 years of Project and Operations Management experience, seeking a new opportunity. Extensive experience overseeing the day-to-day operations of high-volume manufacturing facilities and multimillion-dollar retail stores and managing projects with budgets of up to $1 Million. Well-developed skills training and supervising employees, managing inventory and resources, controlling costs, developing budgets, providing exceptional customer service, and increasing client retention. Dedicated leader with outstanding communication skills and a proven track record of success developing and implementing processes and procedures to boost overall operational efficiency and increase individual store sales by up to $1.5 Million in one year.
Staff Training & Development
Customer Program ManagerJan 2015 to Current APSM SYSTEMS － Phoenix, AZ
Vertically integrated Electronics and Sheet Metal Manufacturing Services that include product design, lean manufacturing, and logistics.
Lead Project Team to meet all customer and internal goals and manage planning to meet all Sales orders.
Manage products through all processes and procedures and interface with all departments.
Coordinate production order management with plant schedulers, including lot size, frequency, and timing.
Evaluate customer programs to ensure sales profitability is achieved and products are effectively processed.
Process and enter daily orders and provide daily, weekly, or monthly reports to accounts.
Complete and formalize quotes and review all pricing with Account Management prior to customer delivery.
Extract data, develop spreadsheets, and provide detailed information to customers.
Ensure superior customer service by providing timely responses to customer inquiries via fax, email, or phone.
Track orders in production and notify customers of any delivery delays.
Issue return merchandise authorizations (RMAs) and assure quality-related issues are resolved.
Assist Finance with resolving invoicing discrepancies and billing issues.
Attend Sales meetings and keep Account Managers informed of any key activities.
Manage programs with Account Managers from implementation through end of life by assuring all materials are consumed, no excess inventory remains, and no increased costs are acquired.
Attend customer meetings and coordinate customer visits when Account Manager is not available.
Project ManagerJan 2013 to Jan 2015 ASSA ABLOY － Phoenix, AZ
Global leader in door opening solutions for security and safety generating up to $4 Million in annual revenue.
Planned, developed, and managed projects from inception through completion on time and within budget.
Managed project budgets ranging from $20,000 up to $1 Million.
Reduced excess inventory and managed waste by constantly evaluating demand against supply.
Coordinated resource use and assisted with the development and implementation of new processes.
Collaborated with Engineering on bill of materials, part numbers, and specification interpretations.
Ensured project compliance with building codes and safety regulations.
Processed customer orders and resolved customer complaints quickly and efficiently.
Communicated with Production and Suppliers to provide customers with accurate order information.
Helped reduce waste by 10% and developed process improvements to increase customer satisfaction.
Helped organize a fundraising event for Feed My Starving Children that raised $2,000.
Assistant ManagerJan 2012 to Jan 2013 DUTY FREE AMERICAS － Phoenix, AZ
Carry a wide selection of fragrances, watches, gifts, jewelry, and travel-related merchandise from top brand names.
Managed daily operations and logistics at a store responsible for generating $2.5 Million in annual revenue.
Recruited, hired, scheduled, and managed a staff of up to 20 employees, including Supervisors, Team Leads, Warehouse Leads, and Sales Associates.
Managed client accounts and built strong relationships with customers to ensure client retention.
Managed budgeting, cost and inventory control, payroll, and waste reduction.
Reviewed daily sales reports and analyzed P&L to identify opportunities for growth.
Worked with management team to identify areas to increase sales, productivity, and operational efficiency.
Developed marketing campaigns for product merchandise to help increase store visibility, defined target market, and determined advertising placement.
Trained employees to enhance customer service and increase profits through suggestive selling techniques.
Processed duty free claims for Custom Brokers and ensured compliance with all federal regulations.
Grew business from $1 Million to $2.5 Million in one year.
Increased sales by 30% and decreased payroll costs by 15% through effective resource management.
Sales ManagerJan 2011 to Jan 2012 S&S HAIR FACTORY － Phoenix, AZ
Full-service hair salon in Phoenix.
Oversaw all store operations, including inventory control, profit and loss management, payroll, and scheduling.
Recruited, hired, scheduled, and supervised up to 10 employees, including a Salon Manager and Stylists.
Oversaw department inventory, placed orders, managed bookkeeping, and processed payroll.
Reviewed daily sales reports and analyzed P&L to improve operations and identify opportunities for growth.
Developed marketing campaigns to attract potential customers and retain existing customers.
Maintained knowledge of various product lines and promotions and provided exceptional customer service.
Grew business from $20,000 to $100,000 in one year.
ManagerJan 2007 to Jan 2012 WALGREENS － Rancho Mirage Phoenix, CA AZ
Managed all operations in the cosmetic department.
Hired, trained, scheduled, and supervised a staff of 4 Beauty Advisors.
Reviewed daily sales reports to evaluate opportunities for growth and change.
Maintained cosmetic department inventory, restocking items and reducing loss of merchandise.
Trained and developed employees on various product lines and promotions.
Entered and processed pharmacy insurance claims and maintained extensive knowledge of insurance providers and organizations (HMO, PPO, and OAP).
Increased annual revenue in the department by 3.5%.
Managed a key performance indicator (KPI) program that increased overall sales by 10%.
Increased sales of a specific product by 11% using a targeted marketing campaign.
Developed a sales program that increased profits and improved customer retention rates.
Received 4 Outstanding Customer Service Awards and a Best in Promotional Sales Items Award.
Bachelor of Business AdministrationNORTHERN ARIZONA UNIVERSITY － Flagstaff, AZ