Summary
Overview
Work History
Education
Skills
References
Volunteer Experience
Leadership Experience
Timeline
Generic

Robin Brokos

Hope Mills,NC

Summary

Highly motivated team player with the ability to excel in diverse settings. Self-motivated Operations Manager successful in collaborating with consultants, area leaders and employees to streamline and strengthen processes and control costs. Highly organized and detailed collaborator with solid record of accomplishment in meeting and exceeding business targets. In-depth knowledge of operational and budget management techniques.

Overview

17
17
years of professional experience

Work History

Operations Manager

TWO MEN AND A TRUCK
11.2022 - Current
  • The operations manager is responsible for carrying out the day-to-day franchise activities to meet established operating goals, standards, sales and profits
  • This is accomplished primarily through: hiring, training, and motivating franchise employees; controlling costs; managing daily franchise operations; and consistently exceeding customer expectations
  • The operations manager ensures the franchise is consistently operating in compliance with system standards, and applicable laws and regulations
  • The operations manager should have general knowledge of functional support areas, including our core business, Human Resources, Training, Marketing,and Payroll
  • I review sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement
  • I determine staffing requirements, interview, hire and train new employees and oversee these processes
  • I am responsible for employee accountability and adherence to franchise and system standards and policies
  • I direct employee scheduling and dispatch of movers and drivers
  • I am responsible for employee development and corrective action programs
  • I coordinate and direct the fleet maintenance and equipment inventory programs
  • I ensure compliance with all DOT regulations and FMCSA guidelines
  • I handle customer concerns and oversee the damage resolution process
  • I am responsible for being the 'on-call' emergency contact outside of normal business hours
  • I participate in regular training and development programs offered to further the knowledge of the system
  • I actively participate in community, industry or other relevant associations
  • I perform QuickBooks duties, such as inputting customers payments and Accounts Receivable reports for two locations.

Sales Manager

TWO MEN AND A TRUCK
09.2017 - 11.2022
  • As a sales manager I was responsible for directing and coordinating all training, scheduling, motivating and managing of the sales staff, and consistently enforcing all system standards and procedures to provide an excellent service to our customers
  • I promoted and protected the brand and ensured delivery of excellent customer service
  • I ensured achievement of financial goals and objectives by coordinating with staff to continually increase sales and minimize expenses
  • I oversaw the recruitment, selection, orientation, retention and training of qualified sales staff
  • I motivated sales staff by offering encouragement and development in a team atmosphere with open lines of communication
  • I was responsible for sales staff accountability and adherence to system standards and policies
  • I oversaw sales staff performance by evaluating moving sales, box sales, reply card scores, estimate accuracy and closing rates
  • I assisted staff with difficult situation problem resolution
  • I developed and provided sales and move consultation training to staff as well as assists with all formal and informal training processes to ensure quality and accuracy
  • I coordinated with marketing coordinator to increase business move revenue and develop strategic relationships with potential and existing customers
  • I developed and maintained networking relationships through our current membership groups
  • I created and maintained weekly executive reports
  • I was responsible for the direction and day-to-day supervision of sales staff
  • I participated and organized many charity events
  • I performed QuickBooks duties, such as inputting customers payments and Accounts Receivable reports.

Customer Service Representative

TWO MEN AND A TRUCK
Hope Mills, NC
05.2016 - 08.2017
  • I was the first point of contact for new and existing customers to establish a good rapport.
  • I determined customers' requirements and expectations.
  • I input the customers' information to estimate the cost for the customers, along with properly scheduling the move.
  • I complied with federal, state, and local legal requirements.
  • I asked open-ended, probing questions to determine customer requirements and expectations.
  • I made recommendations according to customers' needs on moving services, boxes, supplies, and equipment, as well as other value-added services that are needed to increase customer satisfaction and improve profitability.
  • I maintained an understanding of all company products, services, pricing, and promotions in order to communicate the benefits and value of our services and effectively address any customer objections.
  • I prepared all move-related paperwork and documents on a daily basis.
  • I received customer feedback through regular follow-up calls, both during and after moves, to ensure ongoing customer satisfaction and proactively resolve any complaints.
  • I calmly and professionally handled displeased customers and provided timely feedback to management regarding the customer concerns.
  • I assisted management with scheduling and tracking of movers and drivers in accordance with move requirements.

Assistant Manager

REBA'S SWEET BEAN
07.2015 - 05.2016
  • While employed at Reba's Sweet Bean, I was a key holder
  • I performed both opening and closing duties, along with register accountability
  • I trained employees, performed Barista duties and occasionally baked.

Assistant Manager

LeBOEUF JUNCTION
01.2008 - 01.2011
  • I was responsible for keeping inventory stocked for both the bar and the kitchen while managing five employees
  • I did weekly payroll and scheduling along with filling in behind the bar and kitchen when needed.

Education

Studied Elementary/Early Childhood Education (3 years) -

GANNON UNIVERSITY
Erie, PA
01.1995

Graduated -

CORRY AREA HIGH SCHOOL
Corry, PA

Skills

  • Customer Service
  • Communication
  • Problem Solving
  • Sales Management
  • Team Management
  • Training and Development
  • Financial Management
  • Staff Accountability
  • Networking
  • QuickBooks
  • Operations Management
  • Compliance
  • Fleet Management
  • DOT Regulations
  • FMCSA Guidelines
  • Damage Resolution
  • Emergency Contact
  • Community Engagement
  • Inventory Management
  • Scheduling
  • Office Administration
  • Patient Scheduling
  • Insurance Requests
  • Record Keeping
  • Childcare
  • Early Childhood Education
  • Leadership
  • Fundraising
  • Personal Information Security

References

  • Randi Beck (910)849-6568
  • Lisa Gaugush (270)945-9188
  • Katie Burrus (910)977-3956
  • Josh Masterson (864)554-2427

Volunteer Experience

06/2006, 10/2006, FAMILY READINESS GROUP LEADER for CHARLIE COMPANY,1-10TH SPECIAL FORCES GROUP, Stuttgart, Germany, 600, Direct liaison between families and command leadership., Responsible for providing accurate and timely information to families based on command direction and deployment needs., Supported the commander's program to assist soldiers and their families., Sponsorship of newcomers., Organized, managed and executed fundraisers i.e., The Wounded Warrior Project., Received and safe guarded personal information., Provided support to military families in need.

Leadership Experience

  • Treasurer, 10th Special Forces Group Headquarters
  • C.A.R.E. team member, 1-10 Special Forces Group
  • Welcome Committee Leader, 1-10 Special Forces Group

Timeline

Operations Manager

TWO MEN AND A TRUCK
11.2022 - Current

Sales Manager

TWO MEN AND A TRUCK
09.2017 - 11.2022

Customer Service Representative

TWO MEN AND A TRUCK
05.2016 - 08.2017

Assistant Manager

REBA'S SWEET BEAN
07.2015 - 05.2016

Assistant Manager

LeBOEUF JUNCTION
01.2008 - 01.2011

Studied Elementary/Early Childhood Education (3 years) -

GANNON UNIVERSITY

Graduated -

CORRY AREA HIGH SCHOOL

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