CUSTOMER SERVICE DEPARTMENT MANAGER | OPERATIONS & TEAM LEADERSHIP
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Customer Service and Operations Manager with Bachelor's Degree in Business Management, 23 years of leadership and 10+ years managing 100+ staff. Proven in fast, friendly, customer-focused environments delivering legendary service. Expert in training Team Leads, building high-performing positive team culture, managing daily activities of customer service department, evaluating procedures for improvement, reviewing performance reports to increase efficiency, and resolving escalated customer issues promptly.
Background spans Fortune 500 retail, corporate fitness, non-profit, NFL Customer Service, and entrepreneurship with deep coaching and team development.
Founder Owner & Operations Manager - Kansas City Barber Bus - Kansas City (2019-01) - Manage daily activities of customer service operation, training team members to deliver fast, friendly, customer-focused service - Build high-performing, positive team environment; evaluate procedures and implement improvements to increase efficiency and satisfaction - Review performance reports to identify trends and drive operational improvements - Resolve escalated customer issues promptly, maintaining reputation for legendary customer experience Branch Manager Equivalent, 100+ Staff - Dicks Sporting Good(2014-01 - 2017-12) - Managed daily activities of 8 departments with 100+ staff; trained, coached, and developed Team Leads - Led team to deliver Top 50 national performance through service excellence and operational focus - Evaluated procedures, analyzed performance reports, and implemented continuous improvements - Resolved escalated customer issues while ensuring fast, friendly, Store Manager — PetSmart experience Store Manager - PetSmart (2010-01 - 2014-12) - Managed customer service department of 30+ staff, focusing on training and development of Team Leads - Cultivated high-performing, positive team environment to enhance customer satisfaction and retention Corporate Clubs General Manager - Title Boxing Club - Corporate (2017-01 - 2019-12) - Trained Team Leads to build high-performing, positive teams across 2 locations with 47 staff - Managed daily activities of membership and training departments, ensuring service standards and operational efficiency - Evaluated procedures, identified areas for improvement and implemented process enhancements - Reviewed performance reports to increase efficiency and resolved escalated customer issues Marketing & Customer Service (2005-01 - 2010-12) - Delivered fast, friendly, legendary customer service in high-volume environment - Resolved escalated fan issues promptly, ensuring positive member engagement and service quality Marketing & Customer Service — NFL (Early Career)
Bachelor's Degree - B.S. Business Management - Northwest Missouri State University (2001)
