Scott Grover
Customer Service Manager
Rice Lake,WI
Summary
Customer Service Manager with successful experience in fast-paced settings. Hardworking team-player with expertise completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision.
Overview
19
19
years of professional experience
Work History
CRM Administrator Assistant
CRM Chief
Hudson, WI
03.2021 - Current
- Execute client and project tasks to modify CRM systems (Hubspot, Microsoft Dynamics)
- Configure and customize business processes (Microsoft, Zapier)
- Import and scrub datasets
- Execute tasks to support sales, marketing, and services tasks for clients
- Increased customer satisfaction by resolving issues
- Conducted research, gathered information from multiple sources and presented results
- Demonstrated respect, friendliness and willingness to help wherever needed
Training Store Manager, Store Manager, Assistant Manager, Lead Sales Associate
Dollar General
Cameron, WI
11.2015 - 03.2021
- Responsible for running unit operations for +$25,000 weekly sales volume
- Lead staff of 6-8 employees in following proper systems and procedures
- Responsible for Hiring, Scheduling, and Training employees
- Maintain and improve Store Metrics
- Increased year to year sales at Ladysmith, WI location
- Established new location in Stone Lake, WI
- Had lowest turnover rate in district during tenure in Stone Lake
- Established new location in Cameron, WI
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales
- Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies
- Oversaw, trained and encouraged store personnel, promoting culture of efficiency and performance
- Supported store opening by setting up office space, equipment and POS systems
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements
- Managed inventory control, cash control and store opening and closing procedures
- Recognized staff for contributions to company success to foster engagement and increase productivity
- Mentored team members to enhance professional development and accountability in workplace
Material Handler, Production Worker
AmesburyTruth Manufacturing
Sioux Falls, SD
10.2014 - 09.2015
- Responsible for operation of multiple plastic injection molding machines
- Running secondary machines for modifying plastic parts as needed
- Responsible for keeping all machines on manufacturing floor filled with needed material to keep operating
- Supported machine operators in setup and operation of production equipment resulting in efficient runs
- Operated forklifts and pallet jacks to transfer large products from one area of warehouse to another, allowing for easier accessibility
- Kept storage areas organized, clean and secure to fully protect company assets
- Alerted supervisors and coworkers of hazards and other issues for quick resolutions
- Inspected and adjusted work performed to meet expectations
General Manager, Assistant General Manager
Dolphin Fast Food, Burger King
Forest Lake, MN
01.2012 - 09.2014
- Complete fiscal responsibility and management of daily operations for $1million+ annual sales volume
- Hire, train, develop and schedule team of 30+ staff members
- Ensure service, presentation and quality standards are properly utilized
- Monitor labor tracking versus sales forecasting
- Consistently meet or exceed budgeted cost goals
- Maintain sanitation and safety standards regulations
- Improve level of service to build rapport and regular customer base to increase sales
- Assist in leadership and training to get crew members promoted to Shift Leads and higher
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity
- Resolved problems promptly to elevate customer approval
- Motivated, trained and disciplined employees to maximize performance
- Enhanced operational efficiency and productivity by managing budgets, accounts and costs
Assistant General Manager
Taco Bell, Border Foods
Cottage Grove, MN
01.2007 - 10.2009
- Responsible for running unit operations for $25,000 weekly sales volume
- Lead staff of 20+ employees in following proper systems and procedures
- Improve restaurant Speed of Service from not meeting company expected average at 2:45 to exceeding goals at 1:36 average times
- Take CBCC (Customer Based Customer Card) scoring from 84% and retrain staff to get scoring to 96%
- Assist in leadership and training to get crew members promoted to Shift Leads
- Mentored and motivated team members to achieve challenging business goals
- Handled cash accurately and prepared deposits
- Motivated, trained and disciplined employees to maximize performance
- Oversaw computer database and physical filing systems
- Resolved problems promptly to elevate customer approval
Assistant General Manager, Manager, Crew Member
Wendy’s, Four Crown Inc
Cottage Grove, Hudson, MN, WI
01.2001 - 01.2007
- Complete fiscal responsibility and management of daily operations for $1million+ annual sales volume
- Hire, train, develop and schedule team of 30+ staff members
- Ensure service, presentation and quality standards are properly utilized
- Consecutive monthly sales growth over previous year by 10-13%
- Monitor labor tracking versus sales forecasting
- Consistently meet or exceed budgeted cost goals
- Maintain sanitation and safety standards regulations
- Improve level of service to build rapport and regular customer base to increase sales
- Took orders, prepared meals and collected payments
- Assisted other team members to achieve goals
- Mentored and motivated team members to achieve challenging business goals
- Provided excellent customer service by greeting customers and meeting quality expectations
Education
High School Diploma -
WITC
Rice Lake, WISome College (No Degree) - Medical Insurance Coding
South University Online
Savannah, GASome College (No Degree) - Information Technology
Globe University
Saint Paul, MNSkills
- Ease with Computers and Technology
- Digital Databases
- Resource Coordination and Allocation
- Multitasking and Time Management
- Office Equipment Operation
- CRM Software
- Microsoft Applications
- Employee Training
- Cash Deposit Preparation
- Report Analysis
- Cash Drawer Management
- Flexible and Adaptable
- Collaboration
- Customer Service
- Self-Motivated
- Excellent work ethic
- Decision Making
- Responsible
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Between two evils, I generally like to pick the one I never tried before.
Mae West
Timeline
CRM Administrator Assistant
CRM Chief
03.2021 - Current
Training Store Manager, Store Manager, Assistant Manager, Lead Sales Associate
Dollar General
11.2015 - 03.2021
Material Handler, Production Worker
AmesburyTruth Manufacturing
10.2014 - 09.2015
General Manager, Assistant General Manager
Dolphin Fast Food, Burger King
01.2012 - 09.2014
Assistant General Manager
Taco Bell, Border Foods
01.2007 - 10.2009
Assistant General Manager, Manager, Crew Member
Wendy’s, Four Crown Inc
01.2001 - 01.2007
High School Diploma -
WITC
Some College (No Degree) - Medical Insurance Coding
South University Online
Some College (No Degree) - Information Technology
Globe University
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