Karl Figenshu

Experience

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  FedEx Office

  Jan 2005 - Jan 2015

  Senior Center Manager

  𝗦𝗲𝗻𝗶𝗼𝗿 𝗖𝗲𝗻𝘁𝗲𝗿 𝗠𝗮𝗻𝗮𝗴𝗲𝗿, 𝗣𝗮𝗹𝗼 𝗔𝗹𝘁𝗼, 𝗖𝗔 (2012-2015) – I was brought in as a Subject Matter Expert for monthly district audits, to improve morale, and customer service scores. I oversaw 6 stores, with a team of 65 and $1.2M+ in revenues.𝗦𝗲𝗻𝗶𝗼𝗿 𝗖𝗲𝗻𝘁𝗲𝗿 𝗠𝗮𝗻𝗮𝗴𝗲𝗿, 𝗖𝗼𝗹𝗺𝗮, 𝗖𝗔 (2009-2012) – I was tasked with improving the Voice of the Customer results, overseeing 4 centers with a total team of 31 and monthly budget of over $600K. I served as the district’s subject matter expert for internal audits, as well as a member of the team to improve employee satisfaction.𝗦𝗲𝗻𝗶𝗼𝗿 𝗖𝗲𝗻𝘁𝗲𝗿 𝗠𝗮𝗻𝗮𝗴𝗲𝗿, 𝗗𝗶𝗹𝗹𝗼𝗻, 𝗖𝗢 (2008-2009) – I was brought in to align centers with FedEx Office standards. I directed 4 centers with 21 team members and a $180K monthly budget. I am proud to have:❖Promoted 14 team members to management positions. Achieved ranking in the top percentile for overall employee engagement at the Carson City center and top 10% rankings for employee satisfaction in every store. Created a series of programs for staff development and advancement.❖Led a 180-degree turnaround for the Dillon, CO location, driving the ranking from 456th to 38th nationwide in 2009. ❖Earned President’s Club status for sales growth at Colma location. Surpassed sales budgets at all locations, captured new net revenues through partnerships (local merchants to Fortune 500s), led the district to a #1 ranking in sales growth, and achieved Top 10 cluster performance year-over-year.❖Received Exceptional Rating (highest level scores) on all 3 FedEx internal audits throughout tenure. Led district audit teams to bring the entire district into compliance with internal audits. Show less

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  Ricoh Business Solutions

  Jan 2015 - Jan 2016

  District Manager

  I managed all aspects of 12 sites, including 12 managers and a total team of 47. I planned and administered a $3M annual budget. I recruited and hired team members, conducted monthly and quarterly service line reviews, and performed strategic audits to ensure operational excellence. Past successes:❖Led the successful onboarding of a new major client that included hiring an account manager and 12 new employees. Created and implemented SOPs for the new account.❖Improved staff training by implementing all modules within the training tracker that organized and streamlined the staff development function.❖Renewed contract with a key client (~$250K per year) by bringing in a more experienced team, with the client realizing the benefits of a more capable, responsive team. Show less

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  Williams Lea

  Jan 2016 - Jan 2021

  Office Manager

  I was hired to add new services and bring the site into strategic alignment with Williams Lea’s standards (turnaround situation with a major client Morrison & Foerster). I direct, mentor, and motivate a team of 21, including 3 management and 18 non-management team members. I oversee multiple service lines, including Reprographics, Mail & Shipping Services, and Hospitality. I supervise the Palo Alto site directly as well as remotely managing the company’s site in Sacramento. I handle all client relations activities, with a goal of anticipating their needs and exceeding their expectations. Among my accomplishments:❖Led a significant turnaround for the Palo Alto site, with the location currently viewed as a model nationwide of a highly effective, well-run office. Reversed all prior issues with major client.❖Earned the “Williams Lea Exceptionals Award” for employee collaboration in partnering with peers to establish standards for new employee recruitment.❖Created an Operations Manual from scratch that eliminated 100% of service failures and is now used as a model for all sites nationwide (similar manuals currently being written for other offices). Streamlined onboarding from 6 months to 1 month through the use of the manual. ❖Significantly increased revenues by introducing a new net service line (Accounts Receivable/Payable) that saved the client money by allowing them to outsource A/P & A/R functions. ❖Improved team capabilities through individual and team training, implementing individual development plans for the entire team. Show less

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  Niello BMW Sacramento

  Jan 2021 - now

  Service Advisor

  Highly motivated with a competitive edge. Consistently demonstrates in-depth knowledge and enthusiasm for the vehicles, accessories, and services of BMW. Getting to know my clients through an in-depth interview process to create a lifelong client. Prepare the client for ownership with a smooth delivery process. Effectively close sales with an understanding of new and used car financing and insurance. Follow up after the sale with the client to ensure all questions are answered and continue building strong relationships. Develop new business and leads to increase client base through focused personal marketing efforts that include direct mail, telemarketing, and advertising. Show less