David R.

Heim
E-MAIL: DHEIM1@YMAIL.COM

CELL: (210) 557-0079

OPERATIONS MANAGEMENT PROFESSIONAL

Knowledgeable and experienced manager with a successful history in operations management, business development, and profit/loss accountability. Demonstrated leadership ability and creative problem solving resulting in exceptional customer service and market share growth. Areas of expertise include: customer relations, sales and marketing management, team building, team development, project management, process improvement, inventory control, training administration and consumer trend analysis. Comprehensive experience in: Staff Management and Leadership Budget Preparation Coaching & Team Building Financial Analysis Leadership Develop ment Profit/Loss Accountability Planning & Imp lementation Marketing Operations Procedure Co mp liance Sales Bu ild ing Policy/Procedure Applications Merchandising Project Management Product Pro motion ________________________________________________________________________ Inventory Management/Loss Prevention Customer Relations/Satisfaction/Improvement ____________________________________________________________________________________________________________

PROFESSIONAL EXPERIENCE
CASH AMERICA INTERNATIONAL
($1 billion retail pawnbroker, payday loan & other financial services)

Market Manager / Corpus Christi, Texas

(2011 2013) Responsible for optimizing the earnings for seven business units in a split retail market. Operational management of seven (7) unit managers and a customer service staff of 37 located in Corpus Christi, Aransas Pass and Laredo. Scope of responsibilit ies: staff supervisory management, attaining financial budget expectations in all inco me streams, expense control, sales pro motions, market ing, inventory control, unit merchandising and facility maintenance/appearance. Results: Lead seven (7) independent managers into become a cohesive, productive team of professionals dedicted to each others success. Increased bottom line profitability to a level not attained for nine (9) years and increased profitability again the fo llo wing year. Developed sales and market ing plan that significantly improved retail sales and increased profitability in four (4) other income streams. Only market in the district to reach budgeted sales goal for seasonal sales event. Second in the district in auto equity sales out in front of markets twice our size. Reduced customer service issues by 75%. Increased overall customer satisfaction rate to 92%. Implemented a three-tiered structured management career path to address management staffing shortfalls. Implemented an internal career development program that identified cowo rkers with the desire and ability to take t heir careers into management. Set up an individual mentoring and cross training structure as their path to management. Attained a 98% co mp letion rate on all classroom training requirements. Implemented quarterly one-on-one coworker mentoring sessions to discuss how he/she is fitting into the workplace, status of formal training requirements, opportunies to take on additional responsibilies, areas for specific develop ment, etc. Developed and implemented a unit relocation plan that reduced downtime, ensured sufficient staffing so that all merchandise was transferred without loss, organized and merchandised new facility and incorporated outside marketing to ensure success of new location that resulted in doubling of retail sales. Identified three (3) co mpetitor businesses as potential acquisitions and isolated two (2) locations as potential start up locations. Developed unique ways of showing staff recognition for hard work. Facilitated market annual picn ic and holiday party.

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David R. Heim
E-MAIL: DHEIM1@YMAIL.COM

CELL: (210) 557-0079

Unit Manager / SA06

(2009 2011) Responsible for optimizing the earnings for $1.38 million retail business. Operational management of seven (7) member customer service staff located in Universal City, Texas. Scope of responsibilit ies: staff management, attaining financial budget expectations (pawn service charges, payday loans, auto equity loans, scrap gold and retail sales) expense control; sales promotions; market ing; inventory control, unit merchandising and facility maintenance/appearance. Results: Brought in as manager to address staffing concerns and operational issues. Immediately corrected staffing shortages including assistant manager. Un it was only previously staffed at 40% of authorization. Increased net revenue to high point ($1.38 million) in this unit s history. Doubled retail sales versus prior year during holiday season event. Total shortage of $89 for 3 (three) separate inventories. Mentor manager to two (2) other retail units and facilitator for new coworker t rain ing classes . 100% co mp letion rate on all classroom tra ining requirements. Dramat ically improved overall facility apprearance and merchandising.

Unit Manager / SA04

(2007 2009) Responsible for optimizing the earnings for $800,000 retail business. Operational management of six (6) member customer service staff located in San Antonio, Texas. Scope of responsibilities: staff management, attaining financial budget expectations (pawn service charges, payday loans, auto equity loans, scrap gold and re tail sales) expense control; sales promotions; market ing; inventory control, unit merchandising and facility maintenance/appearance. Results: Immediately addressed staffing concerns through coaching, men toring and leading to ensure staff became a highly productive and competitive team of customer service providers. Increased retail sales by 50% within the first 60 days through out of the box thinking and effective merchandising. Reduced massive inventory to functional level through creative sales and marketing within 90 days exceeding Regional Vice President s expectations.

Unit Manager / SA01

(2005 - 2007) Responsible for optimizing the earnings for $750,000 retail business. Operational management of six (6) member customer service staff located in San Antonio, Texas. Scope of responsibilities: staff management, attaining financial budget expectations (pawn service charges, payday loans, auto equity loans, scrap gold and retail sales) expense control; sales promotions; market ing; inventory control, unit merchandising and facility maintenance/appearanc e. Results: Identified customer p roduct needs and increased appropriate in ventory to meet customer demands through teaming with other unit managers. Increased the number of customer layaways by 100%. Through leading, training and mentoring my staff our imp roved financial results allo wed us to reach the next financial performance band ($750,000) . Th is unit had not attained this level of performance in its history.

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David R. Heim
E-MAIL: DHEIM1@YMAIL.COM

CELL: (210) 557-0079

Manager Trainee/Assistant Manager SA20

(2004 - 2005) Responsible to unit manager for optimizing earnings for $1. 3million retail business. Support operational management of n ine (9) member customer service staff located in San Antonio, Texas. Scope of responsibilities: staff management, attaining financial budget expectations (pawn service ch arges, payday loans, auto equity loans, scrap gold and retail sales) expense control; sales promotions; market ing; inventory control, unit merchandising and facility maintenance/appearanc e. Results: Trained and coached coworker for newly establishes retail sales representative position. Cowo rker lead the region in total retail sales for three (3) quarters. Implemented SOE (Standards of Excellence) that formally established facility, merchandising, and operational expectations . Increased unit overall customer satisfaction rate fro m 83% to 90%.

OFFICE FURNITURE INTERIORS

($1 million office furn iture sales, installation and storage retail business)

Sales Representative
(1999 - 2001) Responsible for optimizing the earnings for this upstart office furniture business. Increase retail sales and service to government agencies for this San Antonio based company. Manage and support the service department. Results: Established recurring office chair contract with Depart ment of Defense organization. Managed a $650,000 office fu rniture sale and installat ion to the Department of Defense for new operations facility.

DEPARTMENT OF DEFENSE Deputy Chief Planning and Implementation

(1986 - 1999) Responsible as local contact for implementation of $100 million new operations factily. Facilitator and participant in numerous development and working groups as part of installation. Maintained TSSI security clearance.

U.S. ARMY Intelligence Specialist

(1980 - 1986)

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PROFESSIONAL MEMBERSHIPS
Collection Association Department of Defense Financial Services Politial Action Co mmittee (PA C)

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COMMUNITY INVOLVEMENT
Big Brothers / Big Sisters Junior Diabetes Research Foundation Wounded Warriors Animal Welfare Animal Defense League

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