Summary
Overview
Work History
Education
Skills
Timeline
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Paul Cassidy

Apopka,FL

Summary

Accomplished Customer Service Manager with a proven track record at IKEA, enhancing operational efficiency and customer satisfaction. Expert in strategic leadership and process implementation, I reduced delivery fees by over 50% and maintained top KPIs nationally. My emotional intelligence fostered a stable leadership team, showcasing my ability to drive engagement and achieve significant cost savings.

Overview

19
19
years of professional experience

Work History

Customer Service Manager/ Customer Operations & Payments Manager

IKEA
Orlando, FL
06.2020 - Current
  • Florida market Customer Operations & Payments Manager Trainer – Trained multiple Tampa Manager’s and current Sunrise Manager for their role
  • Leads a function that is consistently top 10 in the Country in KPI’s across the Customer Service Department
  • Many of the routines that have led to these KPI’s have been shared with the country as good examples
  • Consistently deep dive analytics and created routines across multiple Departments to reduce store costs such as Waived Delivery Fee’s by 50% year over year
  • Saw waived Delivery Fees in 2022 reduce from $57,310 to $21,035 in 2023 and now in 2024 only waived $13,656
  • Created an environment where Customer Service Leadership turnover was high before getting current role and since 2021 had the same leadership team with positive turnover
  • Last Customer Experience Function Review received a top 2 score in the country out of 51 stores.

Customer Service Team Leader/ Active Selling Leader

IKEA
Orlando, FL
03.2016 - 06.2020
  • Led fellow leaders through accountability training to help them better understand why we use it and that it can be used as a positive tool
  • Led organizational change through O4G and helped train over 60+ co-workers learn multiple departments to maximize our department’s potential
  • Led my team from a SAMS case load that reached over 300 cases down to 30 in just 2 months’ time, by driving my team and teaching them the impact that each case has on our store and customer
  • Inspired a sense of caring in co-workers and unified processes for maximum output
  • In 2018 took over Aftersales side of the business and in less than a year implemented processes and procedures that empowered co-workers to come more in line with the business vision of IKEA.

Department Supervisor

The Home Depot
Altamonte Springs, FL
01.2009 - 03.2016
  • Accomplishments
  • Managed 4 department: Lumber/Building Materials, Plumbing, Hardware and Flooring/Decor
  • Each Department I ran saw a rise in sales and major increase in their in-stock conditions
  • Coordinated and maintained 10,000+ Sku’s to ensure inventory availability
  • Managed multiple departments at one time and crossed trained them in the necessary fields in order to have a successful business working tog
  • Received multiple praises from our District Manager while also running community out reach events
  • Started as a part time cashier and was promoted to Department Supervisor after a year.

Warehouse Manager

International Distribution Center
Miami, FL
01.2006 - 01.2009
  • Accomplishments
  • Managed a warehouse crew making sure trucks were received and fulfilled in a timely and accurate manner
  • Had to plan and organize warehouse structure in order to fill warehouse to mass capacity in order to increase profits.

Education

Some College (No Degree) - Business Management

University of Central Florida
Orlando

Some College (No Degree) - Business Management

Florida Atlantic University
Boca Raton, FL

Skills

  • Strategic Leadership
  • Team Development
  • Turnover minimization
  • Project Management
  • Process Implementation
  • Drive Engagement
  • Handling escalations
  • Emotional Intelligence
  • Solution Oriented
  • Creative Drive

Timeline

Customer Service Manager/ Customer Operations & Payments Manager

IKEA
06.2020 - Current

Customer Service Team Leader/ Active Selling Leader

IKEA
03.2016 - 06.2020

Department Supervisor

The Home Depot
01.2009 - 03.2016

Warehouse Manager

International Distribution Center
01.2006 - 01.2009

Some College (No Degree) - Business Management

University of Central Florida

Some College (No Degree) - Business Management

Florida Atlantic University
Paul Cassidy