Sam Rice Email & Phone Number

Nashville, Tennessee, United States

Greater Nashville Area, Tn

My Responsibilities include: Determining operational objectives by studying business functions; gathering information; evaluating output requirements and formats. Work as a liaison between the business owner and the technical developers to communicate the business needs for ongoing support and enhancements. Monitor project progress by tracking activity; resolving problems; publishing progress reports; recommending actions. Schedule, define and conduct user acceptance testing sessions and communicating results to all stakeholders.

Nashville, Tn

I was hired to develop and start from scratch a National Customer Service Department for a segment leading organization. I led the project, worked with cross functional teams, hired the initial employees, developed Policy and Procedure and successfully launched the Contact Center. Today, I direct ~40 employees in a Contact Center that takes over 1,500 inbound calls per day from over 42 cities across the country. I have direct responsibility for budgeting, process improvement, program development and performance management for the department reporting to the Executive VP of Field Operations. I have implimented installation of new phone systems, was instrumental in development of a desktop application for the business, am the business owner and SME all department applications. I developed performance reporting for Executive Management and handle all department planning and forecasting.

Developed programs, scorecards, and additional metrics to manage and control productivity. Identified and resolved metrics problems. Served as a subject matter expert on corporate projects. Participated in corporate initiatives including team meetings and program rollouts. Prepared and delivered daily and weekly reports to senior management covering contacts and shipments. Worked with cross-functional teams including IT, Pharmacy Operations, and Customer Service. Secured more than $14M in total monthly sales and exceeded all annual goals.  Selected to be division’s Ombudsman and served as contact person for customer service issues.  Coordinated customer service team and improved metrics including order frequency, patient contact, and shipment productivity to the highest level ever achieved.  Developed comprehensive PCC scorecard using all key operational metrics to compare monthly metrics with branch and evaluate staff leading to company-wide utilization.

Maintained responsibility for daily store operations, payroll, new program development, and internal communications. Conducted research, identified vendors, and supervised equipment installation. Worked in cooperation with cross-functional teams including IT, marketing, and operations.  Reduced credit card fee costs by leading the testing and implementation of a debit card program for 500 locations.  Surpassed goal of reducing electrical consumption by 10% through successful development of energy management program at request of Director of Store Administration.

Hired to operate 10 stores in 3 states before eventually managing 14 stores in 5 states. Directed sales, hiring, and training. Monitored compliance with corporate guidelines and marketing plans. Handled payroll and monthly P&L’s. Developed new operational procedures and updated operating manuals.  Managed and met payroll budgets each month in position.  Recruited, trained, and hired management teams for retail locations in diverse markets. Guided stores smoothly and successfully through Chapter 11 bankruptcy.

Directly responsible for a 15 store market surrounding the corporate offices of Blockbuster Music. Recruited, hired and trained Store Managers in diverse markets. Successfully took over troubled territories, improved operations, increased sales while reducing costs. Constantly given more responsibilities in a world class organization.

Started as the Manager of the first ever Retail location. Developed operational procedures, SOP's and Franchise training program. Consistently promoted through different positions including Director of Franchise Training, Regional Manager, Master Franchise Development Liason (Montrel Quebec) and eventually became VP of Operations and Purchasing, for a 500+ store franchise chain.