John Douglas
Altoona,IA
Summary
Enterprising Branch Manager successful in leading every facet of new and ongoing business operations. Strategic thinker and tactical decision-maker with passion for serving customers and exceeding expectations. Creative problem solver skilled at de-escalating situations and driving positive change.
Overview
24
24
years of professional experience
Work History
Branch Manager
First Choice Services
10.2011 - Current
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions of over 450 accounts.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within team.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
- Assessed employee performance and developed improvement plans.
- Developed high-performing team through targeted recruitment, training, and performance management initiatives.
- Consulted customers to boost product sales and services.
- Optimized branch inventory management practices for improved product availability and reduced stock obsolescence costs.
Route Operations Manager
US Coffee And Tea
01.2009 - 10.2011
- Improved route efficiency by analyzing and optimizing daily operations for team of 4 drivers.
- Provided ongoing training to drivers on best practices, safety guidelines, and company policies to promote professional growth.
- Implemented safety protocols to reduce accidents and maintain compliance with regulations.
- Monitored driver performance metrics such as delivery times, adherence to schedules, and customer feedback for continuous improvement efforts.
- Ensured fleet vehicles were well-maintained through regular inspections and timely repairs when necessary.
- Monitored daily operations and routes to resolve issues and drive operational effectiveness.
- Visited customers and customer sites to evaluate and resolve safety issues.
- Conducted driver ride-along and observations to evaluate and improve driver performance.
- Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
Business Sales Consultant
US Coffee And Tea
06.2005 - 01.2009
- Increased sales revenue by developing and implementing strategic sales plans tailored to client needs.
- Monitored performance metrics to assess effectiveness of sales strategies and adjust accordingly, leading to continuous improvement.
- Conducted comprehensive analyses of competitors'' offerings to identify potential gaps in market and capitalize on emerging trends.
- Worked closely with marketing teams to develop impactful promotional materials that effectively conveyed brand messaging and generated interest in our products or services.
- Attained expert knowledge of product offerings through regular training sessions and self-directed learning, enabling persuasive communication with potential customers.
- Delivered post-sale support by addressing issues promptly and ensuring client satisfaction, nurturing long-term business relationships.
- Built long-lasting relationships with clients by providing exceptional customer service and understanding their unique business requirements.
Route Manager
US Coffee And Tea
06.2000 - 06.2005
- Enhanced customer satisfaction by resolving service issues promptly and professionally.
- Monitored daily operations and routes to resolve issues and drive operational effectiveness.
- Planned, distributed, monitored and followed up on daily route assignments to service customers per company standards and agreements.
- Managed end-of-day check-in process to capture and communicate key service, safety and equipment issues.
- Scheduled, attended and contributed to safety meetings to maintain working relationships and promote maximum morale and productivity.
- Improved route efficiency by analyzing and optimizing daily delivery schedule of 150-200 customers.
Education
Bachelor of Arts - Business Management
Upper Iowa University
Fayette, IA05.1993
Skills
- Branch Operations Management
- Customer Service
- Customer Relationships
- Excellent time management skills
- Attention to Detail
- Coaching and Mentoring
- Relationship building and management
- Strong team-builder
- Operations Management
- Goals and performance
- Excellent work ethic
- Relationship Management
- Decision-Making
- Training and Development
Accomplishments
Des Moines has exceeded goals in sales, gp and net income for the last 3 years with bottom line running over 20% each year.
Japan Award winner 2019
Nama Supervisor Program 2006
Timeline
Branch Manager
First Choice Services
10.2011 - Current
Route Operations Manager
US Coffee And Tea
01.2009 - 10.2011
Business Sales Consultant
US Coffee And Tea
06.2005 - 01.2009
Route Manager
US Coffee And Tea
06.2000 - 06.2005
Bachelor of Arts - Business Management
Upper Iowa University