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Manager Resume

Desired Industry: Management SpiderID: 46932
Desired Job Location: Charlotte, North Carolina Date Posted: 12/28/2010
Type of Position: Full-Time Permanent Availability Date: 12-31-10
Desired Wage: 75000
U.S. Work Authorization: Yes
Job Level: Management (Manager, Director) Willing to Travel: Yes, Less Than 25%
Highest Degree Attained: Other Willing to Relocate: No

Obtain a career that enables me to manage multiple individuals in an organized manner. Utilize technology and computer software to enhance my companies business. And conduct presentations and create lasting relationships with customers that expand the benefits of the company.

Premier Customer Manager, Sears Commercial Sales, 2006 to July 2010
I run the day-to-day operations of Home Warranty and Insurance business. My primary purpose is to find ways to make the company more productive by providing effective methods in its business operations. I assist in preparing program budgets for companies exhibiting over 67 million in revenue, facilitation of several programs around the company, handling delivery and installation and supervising over 40 employees. I utilize my strong leadership background to handle problems quickly and efficiently.
• Consults with business partners to capture, clarify and define project requirements and business case
• Served as the Operations lead for our projects throughout the U.S
• Oversaw a strong staff to manage multiple projects ranging from several hundred thousand to as much as $10 - 20M+
• Customer Credit and Collections
• Implementation and processing of team incentive payouts for sales
• Coordinates the work processes of the Home Warranty-Insurance associate
• Key contact for Home Warranty-Insurance associates and customers
• Communicate the business strategy and objectives as well as individual performance goals and metrics
• Ensures the development of people and skills through coaching and training to deliver expected results
• Management and execution of Order Management Process for Home Warranty-Insurance Companies and Big Home Builders
• Strong verbal and written communication skills as it pertains to the presentation of Order Management Processes to Home Warranty-Insurance Companies and Big Builders both face to face and via conference calls

Big Builder Lead Manager, Sears Commercial Sales, 2003 to 2006
I was responsible for enhancing customer relationships with Big Builders to increase company revenue. I created a way to offer a single point of contact from beginning to end during the process of purchasing appliances. I ensured that the team exhibited outstanding customer service at all times according to measurements and call monitoring.
• Established performance criteria for developing associates to meet/exceed business and individual goals
• Customer Credit and Collections
• Established standardization through processes and procedures
• Face to Face meetings with builders, defining processes, setting expectations and building working relationships

Page 2

Appliance Select Manager, Sears Commercial Sales, 2000 to 2003
I was responsible for ensuring that the team provided outstanding customer service in assisting new homebuyers with purchasing appliance for their homes. I worked closely with Appliance Managers to assist with management of the orders to ensure accurate and timely deliveries and installations.
• Provided daily one on one coaching for associates on: customer service issues as it relates to Appliance Select processes and procedures, system navigational issues, and policy and procedure adherence
• Served as a point of contact for escalated issues
• Assisted with dashboards and associate's measurements.
• Used appropriate empowerment and acquired skills to minimize expense
• Established standardization through processes and procedures

Distribution Coordinator, Sears Commercial Sales, 1997 to 2000
I was responsible for the accurate receiving and put-away of appliances in the warehouses, as well as picking and distribution of supplies to all vendors. I established daily goals for warehouse personnel and monitored performance, as a means to achieve established goals. Proactively anticipated supply needs in storage locations and notified Supply Distribution Manager of low stock or out of stock items as they were identified. I coordinated with Supply Distribution Manager and Purchasing Buyer to find alternate supplies for low stock or out of stock items.
• Assisted Logistic Management with daily inquiries concerning distribution issues
• Communicated with mixers, cross docks, and carriers concerning operational issues
• Resolved escalated requests from the center or field concerning distribution exceptions
• Prepared and distributing holiday scheduling for mixing warehouses, cross docks, and delivery companies. Performing zip code maintenance on the system

Purchasing Team Manager, Sears Commercial Sales, 1994 to 1997
I was responsible for purchasing the best goods or services, choosing suppliers, negotiating prices, and granting contracts that ensure that the right amount of the product or service is received when it is needed. In order to reach this goal I researched sales records and inventory levels of current stock, found foreign and domestic suppliers, and stayed up to date on any changes in either the supply of or demand for needed products and materials.
• Trained new associates
• Interfaced and actively supported Order Processing and Customer Service functions
• Prepared weekly schedules for associates
• Developed written procedure for Liquidation and Purchasing

Cross Dock Administrator, Sears Commercial Sales, 1992 to 1994
I was responsible for resolving issues concerning appliance shortages and damages on deliveries to the customer. I determined whether to substitute or upgrade at no additional cost to the customer to meet requested delivery dates.
• Communicated to cross docks and mixers on shortages and damages
• Daily communication to confirm deliveries
• Weekly requests for inventories cross docks and mixers

Store Manager, Wendy’s Old Fashion Hamburgers, 1984 to 1992

Professional Seminars: Six Sigma, Change Management

Skills include:

„X Interaction Skills
„X Trouble shooting and problem-solving
„X General Technical Skills
„X Leadership

Additional Information:
Please review the attached resume, which highlights the skills and accomplishments that will enable me to contribute to your company. During my 18 years in the Operations and Customer Service industry, I have demonstrated leadership, independence, mastery, superior work habits and proficiency, and would appreciate the opportunity to meet with you to discuss employment opportunities.
Throughout my tenure at Sears Commercial I frequently had the opportunity to use my skill sets and I‘¦m proud that we were able to grow size of the business, increase productivity, increase sales by percentage of increase, significantly, dramatically on a regular basis. I enjoy the challenges, responsibility, and goal setting involved in my work, and applying my abilities to real-world situations. I also have a proven ability with trouble-shooting, problem solving, and outstanding interaction skills, which I am called upon to use on a regular basis. All of these skills are critical to companies, such as yours, that must compete in today‘¦s difficult economy.
Thank you for taking the time to review my qualifications. I would appreciate the opportunity to interview and answer any questions that you may have.
I hope to hear from you shortly.
Katheryn Heath

Candidate Contact Information: has chosen not to make contact information available on this page.
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