Robert Ziegenfuss

• Serving as the point of contact and problem solver at all stages of the repair process (Order creation, rescheduling requests, system changes, escalations, technician support etc.)
• Perform ticketing and queue management duties by creating and modifying reporting to drive efficient Member experiences.
• Regularly review appointment scheduling systems, identify potential issues and providing updates/ coaching to our 3rd Party Repair Teams.
• Level 2 technical support; Have the ability to utilize troubleshooting steps and/or resources to resolve Members technical concern, up to and including requesting additional content (videos, pictures, etc.)from our Members.
• Managing multiple lines of work and prioritized business needs, while processing orders (parts sales, order creations, and customer account updates) and working multiple channels of communication (Emails, Chats, and Phones).
• Using data to help Peloton drive continuous improvement to processes and procedures. In continued partnership with internal and external cross-functional teams - work to improve, refine, and develop process improvements to close gaps and eliminate recurring pain points for Members.
• Fulfill job responsibilities, other duties, and handle/complete special projects as assigned to support business needs.
• Remaining flexible and being comfortable with change as our business continues to evolve and Provide real time guidance to Member Support and act as a subject matter expert regarding product and processes, including providing feedback to leadership and peers regarding the diagnosis and repair processes.
• Operating with a Bias for action and a strong sense of ownership to resolve Member disputes varying in nature that include, but are not limited to: part(s), components, 3PL escalations and or more.
• Focus on resolving their technical requests, and/or escalate more complex repairs with our Field Quality team.

• Assisted Peloton Members through live interactions through Phone/Chat and emails.
• Assisted Peloton Members in all inquiries ,by being knowledgeable of Peloton Hardware and Software.

Delivered fast, friendly and knowledgeable service for questions and service complaints.

• Met and exceeded productivity targets by handling every interaction efficiently and effectively.
• Coordinating with all branches of the support team to better understand and resolve Members Inquiries.
• Enhanced customer satisfaction by promptly addressing and resolving support inquiries.
• Contributed to the development of internal training materials, boosting team efficiency in assisting customers more effectively.

• Overall management responsibility for operation of retail grocery stores, including store performance, control of cash, budget, inventory/security, customer services, and management.
• Track, analyze, and take action to improve store performance by forecasting weekly/daily sales goals and meeting or exceeding established goals.
• Communicate sales goals, department performance and sales opportunities, shrink, and out of stock with staff to ensure positive results.
• Manage forecasts, schedules, and monitor labor to be consistent with store sales, productivity guidelines, and wage budgets; creating action plans as needed to address cost control issues.
• Monitor product display accuracy and appearance to implement promotions ensuring presentation, pricing, and signage are properly displayed and presented according to established plans and ordered product in a manner to maintain in-stock conditions.
• Ensure cashier accountability, scanning accuracy, and adherence to company security and cash control procedures.
• Monitor and build relationships with all vendors to ensure proper adherence to our standards.
• Recruit, properly trained, coach/develop, encourage, and set high standards for job performance of store employees with assistance of other management personnel.
• Evaluate employee performance and address conduct issues through coaching, counseling, and termination process, as needed.
• Create a rewarding work environment where employees are valued and empowered to succeed.
• Ability to organize and prioritize multiple tasks in a very fast-paced and ever-changing environment.
• Excellent communication skills with an upbeat demeanor and sales-oriented personality.
• Exceeded company targets consistently through proactive monitoring of KPIs and execution of corrective action plans when needed.
• Conducted regular performance evaluations for staff members, identifying areas for growth and development.

• Maintained an atmosphere of enthusiastic customer awareness with an emphasis on providing fast and friendly Customer Service.
• Responsible for assisting Store Director with total store CSI (Customer Satisfaction Index) and communicating with customers on total store resolutions.
• Answered and responded to incoming calls appropriately. Received and appropriately resolved customer complaints.
• Assisted Store Director with closing the loop between customer and employee relations by resolving customer’s critique of store and/or employees.
• Assisted with planning daily operations, monitoring production process following company procedures and profitability.
• Met at least weekly with department managers to review ads, sales plans and store promotions. In the event of the Store Director’s absence, ensure that an alternate manager conducts such meeting(s).
• Ensured that the Company’s safety and health initiatives are implemented and communicated to employees. Emphasizes safety and health code compliance in all work practices.
• Responsible for maintaining integrity in food safety and sanitation practices for all departments as well as keeping store compliant in all areas.
• Reviewed training and ensures all employees are compliant with Food Safety and Sanitation, HIPAA, COBC (Code of Business Conduct), Meat Grinding and Tracking Log, Texas WorkPlace Benefits Plan Manager, Food Handlers Manager and any other compliance company and state specific.
• Working knowledge of company policies and guidelines as outlined in the Albertsons/Tom Thumb Employee Handbook.
• Assisted Store Director with maintaining good store conditions, product quality and rotation, labeling standards, and code date compliance in all departments. Conducted daily inspections of store conditions and coached employees in the process.
• Assisted with staffing, recruiting, hiring, and training within the store.
• Prepared sales and inventory reports.

Physical inventory taken every 4 weeks. Responsible for accurate inventory of all merchandise, supplies and equipment.

• Properly conducts or oversees inventories and independent audits.
• Had a complete understanding of reports including, but not limited to, P&L (Profit and Loss Statement), S&P, invoices and any other store reports.
• Managed daily operations, ensuring smooth workflow and timely completion of tasks.
• Developed a positive store culture by fostering open communication and promoting teamwork among employees.

• Dedicated to creating a motivated team culture delivering world class customer service on a continued basis
• Utilize critical decision making skills to implement key initiatives that drive department revenue
• Continuously coaching, training and mentoring the team which allows all of us to provide our customers with the freshest and fullest variety of produce possible
• Manage inventory, shrink, sales and gains as well as maintain sanitary department conditions while keeping a high level of customer service, the number one company priority
• Monitor the competition as well as keeping up with the trends of the industry
• Create team schedules and provide feedback on associate performance
• Participate in weekly conference calls to keep up to date on company initiatives and mandates
• Being in charge of a high volume perishable department of the store continuously offered many opportunities to improve/build upon my professional retail career
• Trained and supervised produce staff for optimal performance and adherence to company policies.

Maintained produce display, and prep and storage areas in clean and orderly condition.

• Assisted in creating a culture where the team is motivated to deliver world- class customer service
• Was part of the critical decision making process to help implement key merchandising initiatives to help drive department revenue
• Responsibilities included the day to day operations of a growing perishable department
• Provided assistance in managing inventory, shrink, sales, gains, and department conditions while keeping a high level of customer service
• Monitored the competition as well as keeping up with the trends of the industry
• Became familiar with the steps to opening a new store from ground up (Rockwall Store opening May 5, 2010), participated in the set up
• Continuously improved processes and procedures within the department to maximize efficiency, reduce waste, and increase overall profitability.
• Demonstrated strong leadership skills by stepping into management roles when necessary, ensuring smooth operations in the absence of a manager.

• Managed warehouse team ensuring all necessary day to day tasks for the operation were carried out as quickly and efficiently as possible
• Handled special orders by having the required skills to determine exact part # and name on diagrams of all pool equipment.
• Ordering the parts in a timely manner from the proper vendors while being the most cost effective as possible
• Making sure commonly used parts are in stock as well as maintaining as little overstock as possible
  Provided each Technician/pool cleaner the necessary parts to perform his job, including an attached invoice with customer information and a detailed breakdown of customer’s equipmen
• Performed complete and accurate inventories of entire warehouse and the chemical cage, as well as maintaining required service on all fleet vehicles
  Responsible for the inventory of parts, chemicals and tools necessary to do a variety of
• Conducted periodic audits of inventory levels to ensure accuracy, identifying discrepancies for swift resolution.
• Cleaned and maintained warehouse in compliance with OSHA safety standards.