Sheila Kuper
Circleville,OH
Summary
Accomplished Executive Leader with years of experience combining superior business acumen and expertise in customer experience with deep analytical insight. Seasoned business strategist who embraces innovation and an efficiency-driven philosophy to envision and capitalize on robust business contracts and cost savings. Decisive and engaging leader who excels at fostering collaboration driving teams to the next level. Exceptional track record in operations.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Client Manager
Allied Universal Security Services
06.2018 - Current
- Enhanced client satisfaction by effectively addressing concerns and resolving issues in a timely manner.
- Developed strong relationships with clients through regular communication and personalized service for increased loyalty.
- Implemented new processes to streamline workflow and improve overall efficiency within the team.
- Collaborated with cross-functional teams to identify opportunities for growth and expansion of services offered.
- Managed a diverse portfolio of clients, ensuring optimal results by tailoring strategies to individual needs.
- Conducted in-depth market research to inform business decisions and drive strategic planning for clients.
- Delivered exceptional customer service by proactively anticipating client needs and providing tailored solutions.
- Achieved revenue targets consistently by identifying upselling opportunities and securing long-term contracts with key accounts.
- Facilitated successful contract negotiations, securing favorable terms for both parties while maintaining strong relationships with clients.
- Led team meetings focused on continuous improvement, fostering an environment of open dialogue and constructive feedback among team members.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
Operations Manager
Allied Universal Security Services
06.2018 - Current
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Improved operational efficiency by streamlining processes and implementing cost-saving measures.
COS Member Service Supervisor
Sams Club Electronics
05.2015 - 05.2018
- Enhanced member satisfaction by providing exceptional customer service and resolving complex issues.
- Streamlined processes for increased efficiency and improved overall team productivity.
- Led a team of Member Service Representatives, ensuring adherence to company policies and high-quality performance.
- Collaborated with cross-functional teams to drive continuous improvement initiatives and achieve desired results.
- Implemented new training programs that led to significant improvements in employee knowledge and skillsets.
- Managed escalated situations professionally, resolving conflicts effectively while maintaining positive relationships with members.
Store Owner
Self-employeed
09.2006 - 04.2014
- Increased store sales by implementing effective marketing strategies and attractive merchandise displays.
- Managed inventory levels for optimal stock availability, reducing excess stock and minimizing costs.
- Enhanced customer satisfaction by providing exceptional service and addressing customer inquiries or concerns promptly.
- Developed a loyal customer base with personalized assistance, attentive listening, and friendly interactions.
- Maintained a clean, organized, and visually appealing store environment to create an inviting shopping experience.
- Collaborated with suppliers to negotiate favorable pricing agreements and secure high-quality products for the store.
- Prepared bank deposits and handled business sales, returns and transaction reports.
General Manager
North American Car Co LLC
05.2003 - 07.2006
- Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
- Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
- Championed continuous improvement initiatives that enhanced operational performance across all departments.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Developed and maintained relationships with customers and suppliers through account development.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
General Manager / Assistant District Manager
GNC Live Well
01.2000 - 04.2003
- Implemented robust inventory management systems to optimize stock levels and minimize waste/costs associated with excess product storage.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Implemented loss prevention strategies to minimize shrinkage and protect store assets.
- Managed senior-level personnel working in marketing and sales capacities.
Education
Associate of Arts - Practical Nursing
Monroe County Community College
Monroe, MISkills
- Special projects
- Team Oversight
- Financial Acumen
- Client Services
- Strategy Development
- CRM software proficiency
- Customer Trend Analysis
- New Hire Onboarding
- Account Management
- Business Needs Assessment
- Bid Request Management
- Territory Management
- Contract Management
- Brand Marketing
- Customer Service
- Strategic Planning
- Sales Reporting
- Account Acquisition
- Customer Billing
- Customer Portfolio Management
- Operations Management
- Multitasking Abilities
- Review of contracts
- B to B sales
- Strategic account development
- Consultative Selling Techniques
- Operating Procedures and Policies
- Analytical problem solver
- Team building
- Client Retention
- Continuous Improvement
Certification
- Licensed for State of Ohio Guard Services
Areas of Expertise
Operations Development - Customer Experience - Service Level Agreements - P&L Oversight - Budgeting - Customer Loyalty - Team Building/Mentoring - Executive Leadership - Negotiations - Contract Management - Strategic Planning - Security Market Analysis
Timeline
Client Manager
Allied Universal Security Services
06.2018 - Current
Operations Manager
Allied Universal Security Services
06.2018 - Current
COS Member Service Supervisor
Sams Club Electronics
05.2015 - 05.2018
Store Owner
Self-employeed
09.2006 - 04.2014
General Manager
North American Car Co LLC
05.2003 - 07.2006
General Manager / Assistant District Manager
GNC Live Well
01.2000 - 04.2003
Associate of Arts - Practical Nursing
Monroe County Community College
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