Brian K.

Raatz
11202 W. 132nd Ter.
Overland Park, KS 66213
Home: 913-402-0979
Cell: 240-988-8866
E-mail: br6a7392@westpost.net
PROFESSIONAL PROFILE
* Process oriented professional with the proven ability to meet company objectiv
es. Steady career in managing projects, reducing expenses, personnel recruitmen
t, team integration and meeting customer needs.
* Dedicated leader specializing in communication, training, and identifying poss
ible workflow gaps to achieve company objectives.
* Successful career in program management on varying degrees of revenue goals.
Recognized for leadership in planning, scheduling crisis and risk management and
definition of scope for all types of projects.
* Expertise includes:
* Project Management
* Business & Operational Analysis
* Policy & Procedure Development
* Performance Management
* Team Building & Leadership
* Human Resources
* Recruitment
* Training
* Process Analysis
* Performance & Process Improvement
* Individual & Group Communication
* Document Management
* Labor Management
* P&L Responsibility
* Strategic Marketing & Pricing
* Financial Planning & Analysis
* Customer Satisfaction
* Merchandising
CAREER ACHIEVEMENTS
* Brought in to turn around the performance and workflow structure of multiple o
perations teams. Improved productivity to 90% from 80% in less than 4 months by
redefining employee roles, processes and procedures.
* Reduced backlog and improved turn around time, thus decreasing employee time w
orked per case by 22%, allowing case load and revenue per day to increase.
* Created procedural manuals, including complete rewrites of employee responsibi
lities and team structures.
* Integrated three teams which increased efficiency through changing how work is
transferred between teams, and reduced turnover through team camaraderie.
* Reduced the cost per repair from $22.50 to $18.00 in 5 months by reducing over
time, synchronizing support staff schedules with technician work levels and exte
nding the awareness of the entire center's financial goals to all employee level
s.
* Directed overall merchandising and labor management standards for one of only
thirty-four new Customer Concept stores that was focused on providing expanded s
ervices for small business owners.
PROFESSIONAL EXPERIENCE
RSI, Inc. Aug 2006 - Oct 2008
Operations Manager
* Managed three teams specializing in research, database maintenance and documen
t management services.
* Developed project specifications based on client needs and communicated to tea
m work plans in accordance with current company operating standards.
* Tracked and analyzed results for timeliness, efficiency, productivity and qual
ity on a daily, weekly and monthly basis to ensure all client expectations were
being met.
* Performed all personnel management responsibilities including hiring, appraisa
ls, orientation, training, coaching, development, billing approval and schedulin
g.
* Worked in partnership with other teams within the organization to achieve team
, organization, client and project goals.
Best Buy, Inc. Oct 1997 - Jan 2006
Technical Services Manager - Aug 2004 - Jan 2006
* Facilitated service center performance to meet or exceed company objectives th
rough implementation of new programs such as changing warehouse layout and tech
team structures, and adding product triage stations, technician assistants and p
art installers to increase quality customer service and employee satisfaction.
* Served with a team of managers as a liaison with retail stores to build better
teamwork and a higher level of customer service between service center and reta
il stores.
* Performed recruitment functions including interviews and on-site training prog
rams, and staffing functions such as annual performance appraisals and new emplo
yee introductory training.
* Managed supervisory staff through weekly team meetings to review service cente
r performance, to develop necessary action plans based on performance expectatio
ns and provide ongoing performance feedback.
Product Process Manager - Aug 2003 - Aug 2004
* Managed product placement, pricing and availability to directly affect store t
hru company ROIC%, Net Sales and Gross Margin Percentage.
* Analyzed daily and monthly revenue and margin results including Units Per Cust
omer and Close Rate Percentage to increase store thru company financial objectiv
es.
* Conducted ongoing training sessions with employees to enhance product knowledg
e and merchandising responsibilities to improve the overall customer experience.
* Tended to store recruitment, development, recognition and retention of store s
taff to maintain workforce stability through reviews, new employee training, ind
ividual counseling sessions and overall Human Resource policies and procedures.
* Oversaw the current store labor model and measured labor efficiency across all
departments.
Regional Marketing Supervisor - Feb 2001 - Aug 2003
* Managed employee performance and provide direct supervision to 12 Marketing Co
ordinators including interviewing, hiring, new employee training, preparing sche
dules, coaching, market visits and providing consistent feedback to ensure achie
vement of goals and expectations.
* Assisted the Regional Sales Development Manager in gathering market intelligen
ce to maintain Company's strategic pricing goals through daily, weekly and month
ly sales and market reports.
* Administered and approved competitor shopping data on a daily basis submitted
by Marketing Coordinators to directly affect Company's price perception and prof
itability.
* Monitored and examined gross market degradation in order to identify and manag
e gaps and intervene as appropriate.
Media Supervisor - Oct 1997 - Feb 2001
* Oversaw department activities including scheduling, merchandise stocking, cust
omer assistance, employee development and sales management.
* Administered new-employee interviews and training, including description of be
nefits and company guidelines.
EDUCATION AND PROFESSIONAL TRAINING
M.B.A., Management, University of St. Mary, 2011 (expected graduation date).
B.A., Psychology, University of Maryland Baltimore County, 1999.
Completed graduate level courses in human resources, organizational management,
accounting, finance and organizational management.
Completed various company-sponsored training courses in management, hiring polic
ies and procedures, staff training, technical services, customer centricity, cus
tomer service and related topics.