JAMES FIER
Cary,IL
Work Preference
Summary
Dynamic operations leader with a proven track record at Camping World and Good Sam, driving a $12 million increase in retail gross profit. Expert in performance management and staff training, fostering continuous improvement and strategic planning. Adept at cross-functional coordination, enhancing team effectiveness and operational efficiency across diverse environments.
Overview
24
24
years of professional experience
Work History
National Field Operations Manager
Camping World and Good Sam
Lincolnshire, IL
01.2024 - Current
- Trained and influenced 37 MFMs and RFDs to coach and improve Loyalty offerings with 1700 retail staff and 900 service advisors and FOD’s.
- Performed store visits nationwide to train and identify areas of improvement.
- Reduced shrink by 50% through warehouse optimization, Performance management, training, and SOP updates.
- Grew Retail Gross profit by 3% during traffic decline of 15% through store visits with Market leaders and driving increases in store credit card attachment.
- Identified lack of onboarding processes and collaborated with HR, Creative, and L&D to create new training and processes that improved retention across retail and service.
- Cataloged gaps in SOP and training material during company transition to Workday and created new content and supported field through role out and tracking.
- Successfully launched and trained 2 NEW Loyalty programs and Credit Card program across 200+ retail locations generating over 25% increase in New credit accounts and 10% increase in membership sales.
Director of Loss Prevention
TCC Mobile & JMWireless Companies (TMobile)
01.2023 - 01.2024
- Improved performance and positively changed culture by creating the Audit Department to highlight exceptions and maintain actionable follow-ups with monthly presentations and accountability.
- Supported and influenced 30 DMs and MDs to hit targets and improve KPIs with 2500 staff.
- Improved reporting by partnered with Backoffice team in Karachi remotely to train and streamline.
- Supported Corporate operations and improved efficiency through analysis of labor and scheduling that resulted in $370,000 with schedule optimization and $110,000 by reducing overspent labor.
- Successfully increased monthly revenue over $7 million and helped acquire a new company.
- Created policies and procedures for Qpay (ATM) machines and cash management processes for new company accounting for $3 million per month.
Operations Manager and Market SCO
Best Buy
Crystal Lake, Illinois
01.2005 - 01.2023
- Ensured positive customer experiences that resulted in company leading NPS results for last 8 years.
- Provided direction, support, and motivation for store team members to meet agreed targets and KPIs.
- Consistently exceeded Operational KPIs by developing strong teams in all stores.
- Launched 5S Warehouse optimization across the Market and launched Ship to home in stores driving ecommerce business over 30%
- Earned Specialty OPS coach responsibilities for district stores and supporting Market managers.
- Executed all store projects, remodels, and inventories while also supporting all stores inventories.
- Achieved reduction in shrink YOY through consistent coaching and engagement with team members.
- Led trainings, meetings, and role play scenarios that inspired growth across the store.
- Successfully tracked and analyzed sales and operations performance that resulted in NOP growth.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
Customer Service Manager
National City Bank
01.2002 - 01.2005
- Provided team members with ongoing coaching, training, and recognition.
- Earned multiple awards for top performance in referrals by effectively collaborating with partners.
- Achieved location profitability 9 months earlier than 18-month forecast.
- Created and managed district contests to drive sales and increase motivation.
- Obtained annuities license and prospected for new clients.
Education
Accounting and Criminal Justice coursework
Harper College
General Education and Accounting coursework
Northern Illinois University
Skills
- Business growth initiatives
- Continuous improvement
- Operations management
- Staff training/development
- Management team building
- Cross-functional coordination
- Field operations analysis
- KPI tracking
- Strategic planning
- Process optimization
- Change management
- Performance management
- Training development
- Effective communication
References
References available upon request.
Timeline
National Field Operations Manager
Camping World and Good Sam
01.2024 - Current
Director of Loss Prevention
TCC Mobile & JMWireless Companies (TMobile)
01.2023 - 01.2024
Operations Manager and Market SCO
Best Buy
01.2005 - 01.2023
Customer Service Manager
National City Bank
01.2002 - 01.2005
Accounting and Criminal Justice coursework
Harper College
General Education and Accounting coursework
Northern Illinois University