Summary
Overview
Work History
Education
Skills
Websites
Closingstatement
Timeline
Generic

Joe Ott

Akron,OH

Summary

Well organized, strong analytical problem solver with successful track record of leading and developing teams and building functional business areas profitably

Overview

31
31
years of professional experience

Work History

Director of Resource Planning & Digital Support

Signet Jewelers
03.2017 - Current
  • Responsible for creating and successfully managing a payroll budget of close to $20 million.
  • Direct oversight of staffing, training, and employee development of a 500+ employee contact center for the largest specialty jewelry company in the US
  • Liaison and project management oversight for Salesforce, Genesys, Mindful call backs and IVR menu and call routing system implementations and enhancements
  • Performance responsibility for all customer contact channels including phone calls, chats, SMS, email and written correspondence for millions of customer contacts per year handled by department staff
  • Lead initiative to merge various call centers into a central consolidated team
  • Managed the overall expansion of staff from 225 employees to 700+ through enhanced interviewing and selection practices, reduced attrition rates and creation of a team member development program
  • Managed the reduction of team member size back down from 700+ to 400+ through technology enhancements, elimination of BPO partnership, technology enhancements including AI intervention, Self help options, SMS deflection and chat expansion, saving over $7 million per year in payroll
  • Graduate of Key Leaders Program, Connections Mentoring program and other company sponsored leadership programs for high potential leaders.

Director of New Account Originations

Signet Jewelers
01.2013 - 03.2017
  • Created, monitored and developed profitable lending models and policies associated with in house private label credit authorization
  • Responsible for all fraud related lending and authorization policies for a multi billion dollar lending business
  • Oversight of teams of individuals who authorized millions of dollars in online sales transactions, minimizing fraud losses significantly lower than industry standard
  • Responsible for hiring, training and development of a team of close to 200 team members who authorized credit decisions for high risk customers

Manager, Credit Authorizations & Fraud

Signet Jewelers
01.2006 - 01.2013
  • Management of 3-4 supervisors who oversaw the daily performance of as many as 60 team members working in a credit department contact center
  • Direct oversight of staffing, training, and employee development of each of my teams
  • Oversaw credit decisions on high value customers with credit lines up to $80,000

Area Manager

McDonalds Corporation
01.2004 - 01.2006
  • Responsible for oversight of exceptional service in multiple restaurant locations through various leadership teams
  • Developed training and retention tactics to positively influence sales growth, employee retention and profitability
  • Lead initiative to retrain and certify all restaurant locations within a 22-restaurant franchise.

General Manager

Friendly’s Restaurants
01.2002 - 01.2004
  • Selected and certified as a training manager who was responsible for the training, development and certification of 3 General Managers within a 7-month time frame
  • Recognized as a “turn-around” manager who was used to revive and save struggling restaurants within the region by eliminating unnecessary expenditures, improving operating practices and completing and acting on regular store audit results.

Area Coach

Pizza Hut-YUM Brands
01.1994 - 01.2002
  • Promoted 5 times within an 8-year period beginning as an Assistant General Manager, General Manager, General Training Manager, Training Leader, Area Coach Designate and Area Coach
  • Responsible for the operations of 13 restaurants in 2 different states
  • Oversaw hiring and successful development of all leadership personnel in the area
  • Oversaw the construction and successful opening of (2) high volume locations within six months
  • Responsibility for developing a crew leadership position within each restaurant which drove accountability and performance down to the crew level
  • Taught coaching and leadership classes to over 300 management personnel.

Education

B.S. Bus. Admin- Major Finance -

University of Akron
01.1994

Skills

  • Detail and Technical mindset
  • Team Leadership & Development
  • Budget Creation & Oversight
  • Analytical Problem Solving
  • Results-Driven Approach
  • Strong Written & Verbal Acumen
  • Major Project Implementation/Oversight
  • Open Minded & Visionary Approach

Websites

Closingstatement

I bring with me, a strong, dedicated work ethic that has repeatedly resulted in improved operational performance for the organizations in which I have been employed. I am eagerly looking forward to bringing the talent and experience gained through my work and life experiences to a position seeking a fast-learning, hard-working addition to their team.

Timeline

Director of Resource Planning & Digital Support

Signet Jewelers
03.2017 - Current

Director of New Account Originations

Signet Jewelers
01.2013 - 03.2017

Manager, Credit Authorizations & Fraud

Signet Jewelers
01.2006 - 01.2013

Area Manager

McDonalds Corporation
01.2004 - 01.2006

General Manager

Friendly’s Restaurants
01.2002 - 01.2004

Area Coach

Pizza Hut-YUM Brands
01.1994 - 01.2002

B.S. Bus. Admin- Major Finance -

University of Akron

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Joe Ott