Kenny DePeyster
Stroudsburg,PA
Summary
Experienced and customer-focused leader with over Two Decades of success in Operations, Team Building, and Human Resource Management, skilled in driving results through solid business acumen and an entrepreneurial spirit. Seeking a Customer Service Manager role to leverage a proven background in Leadership Development and Multi-Unit Management. Known for successfully uniting diverse groups toward a shared vision, achieving performance goals, and fostering positive growth. Demonstrates meticulous organizational skills, attention to detail, and commitment to quality standards. Adept at promoting a healthy work environment through strategic time investment, development programs, and talent assessment. An agile leader thriving in dynamic settings, eager to embrace new challenges.
Overview
18
18
years of professional experience
Work History
Market Manager
Casper
02.2020 - Current
- Leading a tenured team of leaders focused on driving results and delivering stellar Flagship level guest experience as Mission Drivers of the Sleep Industry
- Amplify, measure, and evaluate service level standards utilizing customer and employee feedback to develop actionable plans for continuous improvement
- Multi-unit management of Store P&L budgets to achieve EBITDA targets by maintaining a healthy payroll budget, business operations, KPI growth, and all other controllable expenses within 3% YoY
- Ownership of exceeding sales plans by achieving 15% YoY growth and increasing Casper's market penetration rate.
- Aligning team strategy, and creating the agility needed in a changing environment positioning ourselves to be profitable by the end of the year
- Developing a high-performance culture for the Northeast Region by facilitating Leadership Development programs/ Mentorship to simultaneously increase Brand Love and reduce employee turnover by 12% over the last 2 years
- Created new collaborative efforts with our HQ Partners and Senior Leaders through workshops designed to align with our CORE values and support a profitable OMNI-Channel
General Manager
Sur La Table
09.2016 - 02.2020
- Coordinate financial planning, organizational training, and leadership necessary to achieve business objectives in sales, profitability, employee retention, and customer service
- Regularly measure and evaluate service levels and standards using customer and employee feedback to develop plans for continuous improvement
- Leading a team of 25 achieving over 20% growth in YoY sales running a positive delta in all KPI's, expanding the culinary program through partnerships with local community programs, creating new class options increasing fill rates by 28%, and reinvigorating focus on customer experience
- Developed a high-performance team effective at executing core initiatives efficiently and resourcefully by delegating tasks, self-management, and maintaining team accountability
- Analyzed performance in retail and culinary business trends; developed and implemented plans to drive top-line sales, profitability, and culinary revenue
- Consistent focus on brand training and development of new products, Core initiates and updated Standard Operational Procedures to improve performance
- Weekly inspection of controllable costs, integrity of employee information including time, attendance records, and personal data
- Manage inventory, control shrink, retail supply, and culinary expenses
Senior Manager
FedEx Office
12.2005 - 04.2016
- Coaching, developing Store Managers, and providing an organizational response to center operational issues and program areas
- Led a team of 20 associates through the operations financial growth and profitability, resulting in a 26% increase YOY sales; Ranked 1st Quartile in all KPI metrics and 3rd in the company for overall Customer Service
- Aligned with District/Regional Leadership in the maintenance of fiscal reporting procedures, including consumable inventory, monthly audits on operational controls, and customer service ratings
- Connected with local businesses to create opportunities for growth and profitability and partnered with companies such as Hearst Corporation, Crunch Fitness, and BBVA Securities to showcase our Signs & Graphics capabilities and branding opportunities
- Consistently tested, evaluated, and redesigned the efficiency of our revenue, costs, and quality standards to further enhance the operations' potential
- Led the NYC North District in Customer Service Satisfaction and consultation with an overall rating of 99.3% and increasing consultation ratings to match service goals
Education
Culinary Arts / Restaurant Management
Art Institute of New York
New York, NYBusiness Management / Entrepreneurship
Northeastern University
Boston, MASkills
- Mission Driver, Team Building, Leadership Development
- Kronos, Salesforce, Google Suite, E-procurement, ADP
- Global & Strategic Sourcing; Financial Oversight; Process Improvement;
- Mediation & Problem Solving; System Implementation; Third Party Vendor Coordination
- Strategic Planning
- CRM Tracking
Timeline
Market Manager
Casper
02.2020 - Current
General Manager
Sur La Table
09.2016 - 02.2020
Senior Manager
FedEx Office
12.2005 - 04.2016
Culinary Arts / Restaurant Management
Art Institute of New York
Business Management / Entrepreneurship
Northeastern University
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