Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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Frank Greenfield

Fairfield

Summary

Accomplished retail management professional with extensive experience in operations and sales. Successfully led business operations toward growth by developing and executing key improvements. Proficient in building high-performing teams, driving cross-functional collaboration, and achieving financial targets through effective P&L evaluation.

Overview

14
14
years of professional experience

Work History

Sr. Manager, Store Operations – Customer Support Services

Tire Discounters
01.2018 - 01.2023
  • Versatile, Innovative Operations Manager - Customer Support, Sales & Operations, eCommerce, Training, and Talent Acquisition.
  • Online Sales & Customer Support Center - Responsible for online sales division, customer support operations, and project management.
  • Led 20 direct reports, including 2 assistant managers, for full customer support service operations and online sales.
  • Revamped entire customer support operations to better manage complaints, tracking, and accountability.
  • Streamlined complaint handling by over 75% in first 30 days and built reporting tools to report trends by region and by store for accountability.
  • Worked directly with state Attorney General’s to resolve customer issues, as well as the Better Business Bureau and other agencies.
  • Oversaw social media team for all online reviews including Facebook, Twitter, Google, Carfax, and 1st Party (direct on website.)
  • Partnered with in-house legal team to prepare for customer complaints that were taken to court.
  • Main consultant leading project to move online appointments from a manual process to be automated for customers to schedule directly to store appointment calendars.

Manager - Sales Center and Customer Support

Tire Discounters
01.2021 - 01.2022
  • Led project team that developed online appointment platform.

Manager – Sales Center

Tire Discounters
01.2020 - 01.2021
  • Revamped sales center (TDSC) processes and staffing to better handle overall sales volume, including online sales and chat.
  • Part of key project test team for new POS software updates and revisions.

General Manager – Store Operations

Tire Discounters
01.2018 - 01.2020
  • Successfully led the turn-around of two store locations.
  • GM of the year finalist 2020.

Field Operations Manager

Restaurant Depot
01.2017 - 01.2018
  • Drove organizational excellence in operations and customer service.
  • Traveled Mid-West and other region stores doing special projects, including leadership development, trouble-shooting operational and fresh areas, training, staffing, audits, and inventory.
  • Implement monthly reviews of operating and financial performance to established KPI’s.
  • Maintained an open-door policy with teams that encouraged positive partnerships.
  • Ensured that regional operations were within all local, state and federal guidelines and regulations.
  • Responsibilities included full P&L, fresh, grocery and general merchandise. Average store volumes $75mm-$125mm+ annually.

Customer Service Sr. Team Manager, Print Solutions – Call Center

Veritiv Corporation
01.2016 - 01.2017
  • Led 22 direct reports in New England Territory and National Accounts teams responsible for ensuring an exceptional customer experience for clients such as AT&T, Procter & Gamble, Starbucks, Verizon, Kroger, and Fifth Third Bank.
  • Directed account management activities in support of sales (>$150MM/year), field operations and 170+ distribution centers.
  • Oversaw Center of Excellence activities, from data analysis to staff development.
  • Prioritized client requests, allocated resources, managed expectations, set team goals and conducted performance reviews.
  • Key leader on change initiatives that improved business performance.
  • Example: Leveraged knowledge of both legacy and new systems to oversee seamless implementation of new order placement/fulfillment system in 2 regions.
  • Oversaw SMEs in training associates; provided post-training support to ensure transition was invisible to the customer.
  • Developed an efficient, bilingual team that understood both systems, easing the conversion in the early phase of this 2-year project.
  • Guided teams in developing new accounts and growing revenue with established customers.
  • Supported rapid growth as the Cincinnati Center of Excellence continued to expand at a record pace.
  • Established metrics to define hiring strengths and opportunities.
  • Developed a hiring team, refined and standardized processes for working with staffing agency partners.
  • Led a very successful mass hiring event that became a model for customer service centers across the country.
  • Hired 100+ Customer Service Professionals (CSPs) during tenure.
  • Surpassed key performance metrics: Overtime .75% vs.1.5% goal, CSPs Available >90% vs. 85% goal.
  • Met all goals for Invoice Exceptions, Email Monitoring, CSP Log-In/Ready Status, and CSP Development.

Location General Manager (In Training)

CarMax
01.2015 - 01.2016
  • Mastered processes and worked in all areas of the business: purchasing, business office, operations, service, and sales.
  • Six-month rotation in sales management strengthened sales leadership skills and provided additional experience in staff development and customer service management.
  • Supervised 4 Sales Consultants.
  • Provided input on operations decisions.
  • Resolved complex customer service and funding issues.
  • Provided training and coaching that vastly improved performance of sales team that had been labeled 'inconsistent' and was scoring below average on 4 key performance indicators.
  • Within 90 days, all Sales Consultants achieved 'successful' ratings and ranked above store average in all categories.
  • Delivered performance improvements in key areas such as Extended Service Plan (ESP) sales and Voice of the Customer (VoC):
  • Helped drive overall ESP rate to >65% (a 17-point increase).
  • Improved regional ranking from #16 to #7.
  • Played key role delivery of exceptional customer service; consistently achieved VoC scores above 50% target.
  • Led team that boosted overall close rate from 10.1% (below average) to 17% (above average and above goal).

Store Director

Meijer
01.2009 - 01.2014
  • Maximized business results in $50MM Middletown, OH location (200 associates).
  • Analyzed data, identified trends and inefficiencies.
  • Initiated actions to increase sales and cut costs.
  • Directed and engaged managers in associate development with focus on teamwork, customer satisfaction, expense control and performance improvement.
  • Managed fully burdened P&L.
  • Propelled Middletown to the #1 position in the company (210 stores) for customer service, FY2013.
  • Ranked in the top 20 stores in the company, FY2014.
  • Increased weekly sales growth by an average of 17% while astutely managing payroll, inventory, and other controllables to decrease losses.
  • Reduced losses by >$800K the first year and an additional $1.2MM in year two.
  • Met or exceeded key P&L metrics.
  • One of top 20 stores in the company for net contribution/percent over plan, FY2013.
  • Ranked among top 10% of stores in the company for customer service mystery shop results, validating customer service expectations and meeting/exceeding key sales and customer satisfaction drivers.
  • My teams won over 50 corporate awards for customer service excellence, 2009-2014.
  • Previously managed Meijer’s $36MM Cold Spring, KY store.
  • Turned around underperforming location; increased sales by double digits in first year.
  • Drove customer service to #1 in Cincinnati market and top 10% in the company.
  • Earned promotion to higher-volume Middletown store in 2012.

Education

Bachelor of Business Administration -

University of Cincinnati
Cincinnati, OH

Skills

  • Customer Service Management
  • Operations Management
  • Sales Management
  • Retail Management
  • Leadership Development
  • Strategic Planning & Execution
  • Team Building
  • Recruiting & Retention
  • Training & Coaching
  • Profit Improvement
  • Data Analysis
  • Performance Metrics
  • Team Leadership
  • Process Improvement
  • Operational Efficiency
  • Talent Development

Personal Information

Title: Customer Service Executive

Timeline

Manager - Sales Center and Customer Support

Tire Discounters
01.2021 - 01.2022

Manager – Sales Center

Tire Discounters
01.2020 - 01.2021

Sr. Manager, Store Operations – Customer Support Services

Tire Discounters
01.2018 - 01.2023

General Manager – Store Operations

Tire Discounters
01.2018 - 01.2020

Field Operations Manager

Restaurant Depot
01.2017 - 01.2018

Customer Service Sr. Team Manager, Print Solutions – Call Center

Veritiv Corporation
01.2016 - 01.2017

Location General Manager (In Training)

CarMax
01.2015 - 01.2016

Store Director

Meijer
01.2009 - 01.2014

Bachelor of Business Administration -

University of Cincinnati

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