Ivan Swauger
Experienced Sales Leader
Hagerstown,MD
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Customer-oriented with 6+ years of experience focused on increasing production and minimizing downtime. Adaptive and deadline-oriented with capacity to execute and complete multiple projects in high-stress environments.
Overview
6
6
years of professional experience
Work History
General Manager
Loves Travel Truck Stop
Cumberland , MD
02.2019 - 09.2020
- Developed and implemented operational strategies to improve efficiency, reduce costs and maximize customer satisfaction.
- Established and maintained effective communication with staff members to ensure efficient operations.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Conducted regular meetings with senior management team to review progress against established objectives.
- Identified areas of improvement in current business practices and collaborated with other departments to develop action plans for implementation.
- Prepared detailed reports for senior leadership outlining key performance metrics related to operational success.
- Assisted in the recruitment process by interviewing potential candidates for open positions.
- Performed routine audits of internal controls in order to maintain accuracy of financial records.
- Created schedules and monitored payroll to remain within budget.
- Supervised employees through planning, assignments and direction.
- Administered employee discipline through verbal and written warnings.
- Built and maintained loyal, long-term customer relationships through effective account management.
- Directed safety operations and maintained clean work environment to adhere to FDA and OSHA requirements.
Operations Manager
Loves Travel Stop
Hagerstown , MD
09.2018 - 02.2019
- Monitored and improved efficiency of processes, team performance, and customer service.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Performed cost analysis for various projects to determine budget requirements.
- Maintained accurate inventory records to track stock levels and minimize costs.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Managed scheduling, training and inventory control.
Operations Manager
Loves Travel Stop
Carlisle , PA
09.2017 - 09.2018
- Monitored and improved efficiency of processes, team performance, and customer service.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Performed cost analysis for various projects to determine budget requirements.
- Maintained accurate inventory records to track stock levels and minimize costs.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Managed scheduling, training and inventory control.
Assistant Manager - Operations
Loves Travel Stop
Franklin , VA
04.2017 - 09.2017
- Provided guidance and training to team members in order to improve their skillset.
- Resolved customer complaints promptly by providing appropriate solutions.
- Maintained records of all operational activities for future reference purposes.
- Identified areas of risk within operations and developed plans for mitigation or elimination of these risks.
- Ensured compliance with safety regulations during all operational activities.
- Reviewed invoices from vendors prior to payment authorization.
- Performed regular audits of inventory levels in order to maintain optimal stock levels.
- Managed logistics associated with product shipments ensuring timely deliveries.
- Monitored new employees, evaluated training programs and reported progress to supervisors.
Shift Lead
Loves Travel Stop
Cumberland , MD
03.2016 - 04.2017
- Assisted in the training of new employees.
- Maintained store appearance by cleaning, stocking shelves, and ensuring merchandise was properly displayed.
- Ensured that all safety protocols were followed at all times.
- Provided guidance and support to other team members as needed.
- Responded to customer inquiries and complaints in a professional manner.
- Managed store operations during absence of Store Manager or Assistant Manager.
- Participated in weekly meetings with management team to discuss strategies and goals.
- Handled cash register transactions accurately while providing excellent customer service.
- Performed opening and closing procedures such as setting alarm systems, counting money.
- Analyzed customer buying patterns to identify trends in sales activity.
- Implemented company policies consistently across all shifts.
- Supervised staff during shift changes and ensured transition went smoothly.
- Enforced store policies regarding returns, exchanges, refunds, discounts.
- Counted inventory, resolved discrepancies and completed paperwork to keep system accurate and current.
- Taught staff upselling techniques to meet revenue targets.
- Coordinated shift workers for inventory receiving, auditing and restocking.
Cashier
Loves Travel Stop
Cumberland , MD
10.2015 - 03.2016
- Greeted customers and answered any questions they had about the store's products and services.
- Verified that customers were of legal age to purchase alcohol or tobacco products.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Issued receipts, refunds, credits or change due to customers.
- Stocked shelves with merchandise when needed.
- Balanced daily transactions on a computerized point-of-sale system.
- Assisted customers over the phone regarding store operations, product information and order placement.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Ensured compliance with all safety regulations within the store environment.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
- Reconciled transactions at end of shift using appropriate forms and reports to verify accuracy of transactions.
- Adhered to loss prevention policies such as monitoring suspicious activity in order to prevent shoplifting.
- Performed other duties as assigned by management.
Sandwich Artist
Subway
Cumberland , MD
01.2015 - 10.2015
- Greeted customers and provided product knowledge.
- Prepared food items such as sandwiches, salads, soups, and drinks according to customer orders or company recipes.
- Operated cash registers to process payments from customers.
- Maintained cleanliness of work area throughout shift.
- Stocked shelves with products and supplies.
- Ensured all menu items were prepared in accordance with health and safety standards.
- Provided excellent customer service by addressing inquiries promptly and professionally.
- Checked expiration dates on products to ensure freshness of items served to customers.
- Assisted in the training of new staff members on proper sandwich-making techniques.
- Trimmed meats and cheeses for sandwiches as needed.
- Followed established procedures for handling money transactions accurately.
- Cleaned tables, chairs, counters, floors, trays, dishes, silverware after each shift.
- Upsold additional items to increase store profits.
- Replenished condiments and other supplies at front counter areas.
- Communicated effectively with co-workers regarding customer needs and concerns.
- Monitored temperature of freezers and coolers throughout shift.
Education
High School Diploma -
Fort Hill
Cumberland06.2004
Skills
- Station Setup
- Cleaning and Sanitizing
- Food Preparation
- Menu Memorization
- Cash Handling
- Staff Training
- Customer Service
- Supplies Monitoring
- Concise Time Management
- Problem-Solving
- Quality Control
- Operations Oversight
- Staff Supervision
- Sales
- Expense Control
- Loss Prevention
- Schedule Management
- Recruiting and Hiring
- P&L Management
- Customer Retention
- Employee Training and Development
- Problem Resolution
- Team Player
- ID Verification
- Payment Collection
- Drawer Balancing
- POS Systems
- Product Recommendations
- Returns Processing
- Customer Assistance
- Retail Merchandising
- Inventory Management
- Training and Development
- Ordering and Stocking
- Loyalty Program Promotion
- Guest Inquiries
- Sales Expertise
Timeline
General Manager
Loves Travel Truck Stop
02.2019 - 09.2020
Operations Manager
Loves Travel Stop
09.2018 - 02.2019
Operations Manager
Loves Travel Stop
09.2017 - 09.2018
Assistant Manager - Operations
Loves Travel Stop
04.2017 - 09.2017
Shift Lead
Loves Travel Stop
03.2016 - 04.2017
Cashier
Loves Travel Stop
10.2015 - 03.2016
Sandwich Artist
Subway
01.2015 - 10.2015
High School Diploma -
Fort Hill
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