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
OrlandoSome College (No Degree) - Business Management
Florida Atlantic University
Boca Raton, FLSkills
- 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
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