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Operations Manager
West Bend, WI | PHONE NUMBER AVAILABLE | EMAIL AVAILABLE | Linkedin
PROFESSIONAL SUMMARY
Operations Manager with 25+ years of experience managing claims, retail sales, marketing, and multi/single store operations,
ensuring profitable experience and rapid advancement towards business performance and success. Skilled in overseeing
recruiting, management mentoring, staff development, ethics and integrity leadership, and steering cross-functional teams to
drive profit growth. Proven ability to streamline store processes, maximize revenues, initiate innovative marketing strategies,
maintain quality and service level agreements, and boost departmental and organizational market visibility.
SKILLS:
Employee Engagement Training & Development Reports & Documentation Process/Performance Improvement Team
Leadership Strategic Planning & Execution Clients Relations Management Citrix Administrative Management
Service Bench system EPPI System Arranging Travel Plans People Soft
EXPERIENCE
Claims Manager
United Health Care | Milwaukee, WI | 2016 - Present
Spearhead 3 Supervisors & 53 Claim Representatives coordinate claim adjustments and settlements averaging $10K+
while verifying claim facts, determining policy coverage, and reviewing insurance contracts to ensure eligibility in
insurance claims.
Lead 50+ team members in 2020-2022 to implement system changes and enhancements, ensuring a faster claim
management process.
Exceeded daily claims processing target by maintaining quality and service level agreements between 2017 and 2021,
optimizing client satisfaction.
Supervise LEET (Local Employee Engagement Team) for 2 sites, initiating change in a recognition program that
increased Employee Experience survey results for Employee Engagement for the past 5 years, the first 2.5 years, and
now serve as a Consolatory to new Leet Leaders.
Appointed to participate in UHC s Emerging Leadership Program in 2018.
Store Manager
Shopko Inc., Grafton, WI | 2011 - 2016
Directed a team of 86 employees to manage daily operations at a shop store and enhanced customer support that met
and exceeded customer service levels and P&L expectations.
Managed the store's P &L reports to help attain and exceed 100% sale targets, gross margin, and expenses for 5 years.
Appointed as the Lead in Multi-stores in Grafton and Port Washington, WI to guarantee continuous business growth.
Double-checked and co-implemented new store layout in Alpine, TX and onboarded 20+ employees on standard daily
procedures, overseeing employee scheduling to optimize business success.
Contributed to Shopko Inc., Grafton, WI store selection as a Test Store for enhancing/streamlining store processes
that saved time & payroll expenses in September 2016.
Selected as a COE (Center of Excellence) Store for training 10+ new Store Manager Trainees in 2016.
Served as District Manager and won 3 sales contests as the District Manager of the Year for Shopko Express store in
Port Washington, WI, increasing sales by 16% and driving $141K in revenue.
Generated a breakdown of all revenue and relevant costs and drove EBITDA results to a 120.36% YTD in 2014.
Exceeded customer expectations consistently, year over year, with a 4.76 score of 5.00.
Store Manager
Sears Holdings Company, West Bend, WI 2007 - 2011
Led the district in appliance sales and exceeded customer service scores and sales budgets by supervising 72
employees and coordinating daily operations of a Sears Grand store in West Bend, WI.
Contributed to the store s third-ranking in the District in YTD sales 2007.
Coordinated service delivery while continuously adhering to the customers needs, constantly finishing in the top 3
stores in the district of 15 stores in Sales Incentives.
Achieved top 10% ranking of all stores in the company with overall sales in the last 3 Friends and Family night s sales
initiative during 2007-2008.
Ranked 1st place in the district by facilitating 3 incentives in 2009 Apparel, Christmas Club Card, and HI Accs.
attachments.
Led store certification for the Core Process training initiative in 2009, attaining a 95% test score.
ADDITIONAL WORK EXPERIENCE
District Manager
Starbucks Coffee Company | Milwaukee, WI | 2004 - 2007
Regional Director of Operations
Buffalo, Rochester, and Syracuse, NY (2002 - 2004)
District Manager
Denver, CO & Madison, WI (1998)
Store General Manager/HR Manager: Sports Castle
Denver, CO | 1997 - 1998
District Manager
Musicland | Columbia, SC (1995 - 1997)
EDUCATION & CERTIFICATIONS
Associates Degree: Sales, Management and Marketing
St. Cloud Area Vocational Technical Institute, St. Cloud, MN (1984).
Certified in Wicklander Interrogation Techniques and Presentation skills
Decker Communications (2003)
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