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Language skills
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About me

Strategic, high-energy Customer Success Manager with demonstrated accomplishments in driving company growth and customer success by partnering with customers, steering customers and product innovation, and delivering an amazing customer experience. Customer-obsessed professional adept at building and sustaining high-performing teams excelling at customer relationship-building. Data-driven, analytical leader skilled at shaping the operational vision and strategy from conception to launch, balancing completing projects and shifting course to respond to ever changing needs and priorities. Articulate, passionate change agent delivering complex problem-solving and customer solutions to power business performance.


08/2016-05/2010 High School Diploma @ Kell High School


02/2022 - Present Operations Project Manager @ RaceTrac

Spearhead mission-critical aspects of operations for a large retail corporation with 10K+ field employees and 800 corporate employees, contributing to annual revenues of $5.7M across 567 locations
Lead corporate initiatives to drive efficiency, boost productivity, and expand the capability of store teams
Review data and analytics to deliver approval or denials of new initiatives based on business needs
Develop centralized systems including improved communication tools, templates, and smart sheets to strengthen data
Orchestrate process improvements with a big-picture focus to lift productivity and overall team success
Strategize with the IT department on automated processes to minimize tactical ad-hoc requests, including implementing a streamlined format for communications saving 3 weeks of manual labor
Yield cost savings of $250K+ annually per store through standardization and ongoing project management; achieved $1.9M in annual cost savings in a one-year-span
Demonstrate top-flight leadership and management skills, delivering the average project in 6-8 weeks
Champion the employee experience, producing step-by-step guidelines, templates, and programs for field employees
Capture guest feedback and competitor insights to realize ongoing supplier and labor savings

02/2021-02/2022 Guest Engagement Manager @ RaceTrac

Directed, coached, and inspired a top-flight team of 8+ direct reports with 90%+ retention year over year
Elevated the customer experience journey by exhibiting first-class customer service management and skills in a rapid-fire growth culture, surpassing the goal of 95%+ customer satisfaction month over month
Thrived in a heavy-volume environment, overseeing 160+ daily calls and 15-45 daily emails per team member
Established a best-in-class talent factory by advancing team member customer service skills through training
Crafted policies and procedures utilized by customer service reps to resolve 95%+ of customer issues independently
Drove greater guest retention by implementing programs and projects designed for high customer satisfaction
Turned around a low-performing team with dismal retention rates, rebuilding the department culture, selecting new team members, and synchronizing employees around common business goals and objectives
Mobilized efforts to fill 100% of vacant positions within 3 months of earning a promotion
Harnessed the power of emerging technology, creating LinkedIn courses to uplift the team’s customer success skills
Fostered a growth-minded culture, garnering four key promotions of direct reports in one year
Facilitated impactful training of all 8 team members and a senior specialist acting as an assistant department manager
Engaged 5-8 guests per day through social media platforms, resolving 95%+ of issues in <48 hours
Responded appropriately to 10-12 daily guest feedback messages with a sense of urgency and diplomacy

10/2019-02/2021 General Manager @ RaceTrac

Held P&L accountability for a top-performing store with 45 staff, consistently catapulting sales and lifting profit margins
Stimulated productivity enhancements while leading relationships with co-workers, direct reports, guests, and vendors
Scrutinized financial statements, sales reports, analytics, and performance data to capture greater productivity
Pioneered an e-commerce platform and curbside delivery in concert with the team to heighten sales and profits
Navigated complex challenges during the pandemic, maintaining employee morale and low turnover for the market
Coordinated efforts with 10-15+ vendors to reduce costs when accepting vendor buy-ins or force-outs
Amplified the employee experience, fostering career advance that led to 8 key promotions of direct reports
Exhibited hands-on, engaging leadership skills by implementing turnaround programs and employee celebrations
Encouraged a cohesive company culture embracing fun, growth, teamwork, and dreamwork
Scouted and selected top-performing talent, building a team that positioned the store for future growth

10/2015-10/2019 Food & Beverage Manager @ RaceTrac

Presided over food and beverage operations across 12 locations to improve compliance with food safety regulations
Orchestrated 100+ food safety audits annually, attaining 100% on audits across store locations
Inspired, coached, developed, and trained 12 general managers, 12 co-managers, and 12 food and beverage managers
Established core responsibilities for key positions to attain productivity and sales metrics
Curated effective training materials for entry-level managers and associates
Regulated team schedules and workflows to ensure seamless operations across all store teams
Earned a reputation as a leading force in quality, attaining the highest average food safety score in the entire region
Promoted an environment of accountability, rectifying inefficient and broken processes swiftly and efficiently

10/2013-10/2015 Co-Manager @ RaceTrac

Fueled steep profits of $90K-$110K weekly while supporting the general manager with critical operational functions
Co-directed, coached, trained, and assessed a top-performing team of 3 entry-level managers and 15-20 associates
Partnered with the general manager on controlling inventory to significantly reduce shrink and optimize merchandise
Trained 20+ team members in key areas of operation and customer service
Excelled at delivering high-volume customer service, engaging 1.5K+ guests per day

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