Seth K. Plunkett
Minneapolis
Summary
Dynamic leader with extensive experience in enhancing customer experience and operational efficiency. Proven success in budget management and process improvement, resulting in increased profitability and improved team performance. Expertise in cross-functional collaboration and training development, consistently surpassing sales targets while maintaining exceptional customer service standards.
Overview
18
18
years of professional experience
Work History
Sr. Manager of Customer Experience and Operations
Best Buy
Minneapolis
01.2022 - Current
- Company Overview: Yardbird Division
- Provide leadership to our customer experience team and operations.
- Drive profitability across all channels.
- Collaborate on inventory control, including lifecycle of product, and assist in project management of all sourcing activities.
- Make suggestions for opportunities to reduce product and service costs.
- Analyze and identify areas of opportunity.
- Act as the escalation point for complex customer issues, resolving problems quickly and effectively.
- Develop policies and procedures to maintain company standards.
- Budget management throughout each division.
- Forecast projections and strategies for monthly, promotional & holiday need.
- Collaborate cross-functionally with other leaders to streamline processes and maximize efficiency.
- Lead operational initiatives including developing and analyzing metrics to drive performance, sales and minimize cost.
- Ensure staff meets the established service and sales goals, follows policies and procedures, and the daily requirements are met to maximize resource utilization.
- Travel to retail stores around the US to help with sales/training.
- Maintained up-to-date metrics on how we compare to other similar companies.
- Established performance goals for employees and provided feedback on methods for reaching milestones.
- Yardbird Division
Assistant Manager/Bartender
Underground Music Café
01.2018 - 12.2024
- Keep the bar fully stocked.
- Create work schedule.
- Assist in event support.
- Bartending for different events.
Commercial Business Analyst
Wells Fargo
Minneapolis
01.2022 - 12.2022
- Gather and analyze sales data to identify trends and areas for process improvement.
- Collaborate with team members from various departments to define business needs and solutions.
- Monitor key sales metrics and exceed quarterly sales expectations.
- Lead and participate in projects aimed at improving sales operational processes and increasing overall sales performance.
- Analyst customer data to identify sales opportunities.
Executive Office lead
Wells Fargo
Minneapolis
01.2019 - 12.2022
- Lead teams ranging from 10-20 direct reports.
- Resource for 75+ Customer Service Reps.
- Mentor less experienced leads daily.
- Obtained information to resolve customer inquiries and assisted customers with questions and concerns.
- Provide feedback, performance, and evaluations to associates to drive continuous improvement opportunities.
- Serve as an escalation point for customer related problem resolution.
- Manage large customer/business accounts.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Increased employee knowledge and expertise of programs and services by development and implementation of training and education programs.
- Instrumental in maintaining customer satisfaction ratings within my department through suggestions, development and implementation of new marketing and reporting procedures for internal call centers.
- Lead weekly team meetings to provide updates on team goals, initiatives, and general updates.
Personal Banker II
Wells Fargo
Minneapolis
01.2017 - 12.2019
- Provide training and mentorship to team members on processes, procedures, systems, and product.
- Serve as an escalation point for customer/partner related problem resolution.
- Customer Account management.
- Exceed quarterly sale goals.
- Lead weekly team meetings to provide updates on team goals, initiatives, and general updates.
- Field escalated calls from customers and assist with available solutions or resolutions.
- Facilitate daily direction of work assignments for our team.
- Continued focus on providing the best Customer Experience.
Personal Banker
Wells Fargo
Minneapolis
01.2016 - 12.2017
Sales & Service Representative
Wells Fargo
Minneapolis
01.2014 - 12.2016
Phone Banker/Coach
Wells Fargo
Minneapolis
01.2013 - 12.2014
Operations Director
Eleven MN Golf
01.2008 - 12.2013
- Travel around the country selling golf equipment.
- Budget Management.
- Handled all inventory and orders.
- Marketing campaigns.
- Client Relationships.
Education
Associate's degree - Business Administration
Century College
St. Paul, MNBachelor's degree - Psychology
University of Concordia
St. Paul, MNSkills
- Leadership
- Customer experience
- Budget management
- Project management
- Process improvement
- Operational efficiency
- Training development
- Sales forecasting
- Budget administration
- Cross-functional team leadership
- Communications
- Budget Management
- Proficient in Microsoft Suite
- Outstanding Customer Service
- Data Organization
- Process Improvement
- Strong analytical and problem-solving skills
Timeline
Sr. Manager of Customer Experience and Operations
Best Buy
01.2022 - Current
Commercial Business Analyst
Wells Fargo
01.2022 - 12.2022
Executive Office lead
Wells Fargo
01.2019 - 12.2022
Assistant Manager/Bartender
Underground Music Café
01.2018 - 12.2024
Personal Banker II
Wells Fargo
01.2017 - 12.2019
Personal Banker
Wells Fargo
01.2016 - 12.2017
Sales & Service Representative
Wells Fargo
01.2014 - 12.2016
Phone Banker/Coach
Wells Fargo
01.2013 - 12.2014
Operations Director
Eleven MN Golf
01.2008 - 12.2013
Associate's degree - Business Administration
Century College
Bachelor's degree - Psychology
University of Concordia
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