CURTIS L. WARD
Downingtown,PA
Summary
Results driven operations manager offering 15+ years’ experience leading operational excellence within Golf Courses and successful call centers within diverse OB/IB applications across multiple verticals. Skilled in operations performance management, relationship management, service and process delivery excellence with strong leadership, motivational and people management skills. Proven customer and client relationship management with strong communication, analytical, planning organizing and problem-solving abilities.
Overview
19
19
years of professional experience
Work History
First Assistant Golf Professional
White Manor Country Club
03.2024 - Current
- Coordinated successful golf outings, creating memorable experiences for participants and generating revenue for the club.
- Managed pro shop inventory, ensuring optimal product selection and availability for customers.
- Enhanced player performance by providing tailored golf instruction and coaching.
- Developed and delivered effective and engaging coaching sessions to improve performance.
- Utilized various coaching models and techniques to maximize client success.
- Cultivated a welcoming atmosphere in the clubhouse, enhancing member satisfaction and encouraging referrals to new prospects.
- Maintained accurate records of lessons, tournaments, events, memberships, payments received, invoices issued as well as other relevant data pertaining to daily operations.
Head Golf Professional
Coatesville Country Club
08.2021 - 11.2023
- Plan, Promote, and directed all golf activities including daily management responsibilities
- Took corrective actions as necessary to help ensure that budget goals are attained
- Ordered merchandise for golf shop, providing the best selection possible within the constraints of inventory
- Spearheaded charity events at the club, strengthening ties with local organizations while providing valuable fundraising opportunities.
- Managed budgets effectively, optimizing resource allocation to minimize costs without sacrificing quality or member satisfaction.
- Promoted a welcoming environment to attract new members, resulting in steady club growth.
- Boosted pro shop sales with strategic inventory management and strong supplier relationships.
- Provided professional development opportunities for staff, enhancing their skills and knowledge within the golf industry.
- Oversaw junior golf programs, inspiring young players while promoting sportsmanship and teamwork values.
- Developed and managed successful golf tournaments, ensuring a positive atmosphere for participants.
- Coordinated seasonal leagues and social events tailored towards varying age groups within our membership base.
- Led instructional clinics for various skill levels, helping participants refine their technique and improve overall performance on course play.
General Manager
Dock To Table Provision Company
08.2018 - 01.2021
- Managed day to day operations for multiple stores
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Built customer and local relationships protocols for employees
- Developed and implemented strategies to increase sales and profitability.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Designed new quality controls for preserving product
- Helped design the POS procedures
- Responsible for pairing recipes with spirits and wine
Site Director
I pacesetters
01.2015 - 01.2018
- Managed a contact center ranging from 150 FTE to 200 FTE
- Day-to-day contact for onsite/offsite clients and responsible for associated deliverables
- Fully responsible for the revenue generation and profitability of assigned accounts
- Built relationships with all local city and town government associations
- Responsible for the Contact center which included all recruitment of key management, frontline management, and entry level employees
- Traveled to existing sites for performance and profitability troubleshooting
- Responsible for contact center training programs
- Top performing site across vendor portfolio for the 2 largest clients and doubled FTE count for each respective program
Operations Director
CONDUIT GLOBAL
01.2012 - 01.2015
- Directly responsible for overall day-to-day performance of 350-500 inbound FTE, which included the management of compensable metrics such as Rep Resolve and ERP (entire rep performance-the ability for representatives to build rapport/connect with customers)
- Responsible for all revenue, cost planning, recruitment, and retention
- Day-to-day contact for onsite and offsite clients and responsible for associated deliverables
- Fully responsible for the revenue generation and profitability of the assigned account growing from $15M to $25M in annualized revenue
- Increased FTE from 200 to 500 in 1 year
- Managed the Transition department (45-day nesting period for new employees) over the entire ramp period
- Decreased learning curve time frame from 6 weeks to 4 weeks with new employees
- Increased frontline supervisor team from 20 to 50 in one year
Head Golf Professional
Pulaski Country Club
01.2006 - 01.2012
- Responsible for day-to-day operations, including membership drives, Tournaments and policy and procedures for the course
- Responsible for all cart purchases and maintenance
- Worked hand in hand with course Superintendent
- Increased junior golf by 50%
- PGA Golf Instructor
- Increased Membership almost 100% in first two years
Education
High School Diploma -
Danville Senior High School
Danville, PASkills
- Junior golf development
- First aid training
- Merchandising strategies
- Course management
- Swing analysis
- Membership relations
- Staff training and development
- Team building and leadership
Timeline
First Assistant Golf Professional
White Manor Country Club
03.2024 - Current
Head Golf Professional
Coatesville Country Club
08.2021 - 11.2023
General Manager
Dock To Table Provision Company
08.2018 - 01.2021
Site Director
I pacesetters
01.2015 - 01.2018
Operations Director
CONDUIT GLOBAL
01.2012 - 01.2015
Head Golf Professional
Pulaski Country Club
01.2006 - 01.2012
High School Diploma -
Danville Senior High School
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