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
01.2024 - Current
- Reduced shrink by 50% through Performance management, training, and SOP updates.
- Grew Retail Gross profit by $12 million during traffic decline of 15% through store visits with Market leaders.
- 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.
- 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.
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
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 6 stores.
- 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.
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