RESUME OF PAUL EVERRETT CALES (continued)

DETAILED KINKO'S EXPERIENCE:

Kinko's, Inc.
Manager - Chicago XIV, Illinois (Region 48)
This branch was developed as a small sattelite office of Chicago X in a major walkway leading to downtown Chicago from Union Station. I developed plans for staffing and equipment as well as quick response programs for transfering materials and projects between the two locations.

Manager - Chicago X, Illinois (Region 48)
My initial concern was hiring and preparing store systems for this new branch. I also was given the responsibility of overseeing construction and ordering all furniture and fixtures, machines, supplies, computer systems, signage, safe, security systems, and more. Following the opening, I focused on increasing sales and profitability while maintaining high service and quality standards.
• Created and executed direct marketing and advertising plan for first year
• Increased sales up to 65% over each previous month during first nine months
• Profited 15% in third month with up to 25% profit in later months
• Facilitated region-wide Computer Services meetings to build consistency and communication
• Trained and aided four new managers and three assistant managers within region on management
responsibilities, P&L training, HR issues, and cash control/theft problems
• Provided payroll and profit tracking programs and trained all managers in corporation on their use
• Co-worker turnover at 2.5% during first year
• Awared for lowest Percentage Cost of Supplies in Kinko's of Illinois in 1996
• Commended by founder and chairperson Paul Orfalea during keynote speech at Company
Meeting (1996) for organization of branch and motivation of co-worker team

Manager - Chicago IX, Illinois (Region 48)
I was asked to take charge of this experimental branch and make it more successful and profitable. My focus was placed on building sales for specialty systems such as video conferencing, rental Office Suites, and Oversize Color printing, while streamlining normal branch services for greater profitability.
• Re-machined and reorganized branch to reduce costs and to increase workspace and efficiency
• Awarded for 2nd best Customer Service rating in Kinko's of Illinois during 1996
• Reduced machine costs, supply costs and payroll costs by up to 8% each

Manager - Lincolnwood, Illinois (Region 47)
While delayed on opening Chicago X, I was asked to temporarily manage this store after dismissal of the previous manager. Customer service, training, and store systems were weak and required direct improvement. I stayed until a new manager was chosen, and I worked to develop her management skills.

Manager - West Lafayette II, Indiana (Region 45)
Upon closing West Lafayette I, I combined all operations into this location while a new site was opened in the city of Lafayette. My layout plans were used for a complete remodeling and expansion of the branch, and the addition of more products, services, and machines led to increased sales and profits.
• Redesigned unused basement for use as storage space and production center
• Comment Card responses improved to above national average; eight perfect mystery shops
• Increased sales up to 45%, 30% on average; exceeded store records twice
• Profits averaged 18% with further growth potential available
• Trained and aided three new managers within the region on management responsibilities
• Provided temporary management at two locations during unusual circumstances
• Co-worker turnover was 0% during the last full year of my term as manager
• Commended by founder and chairperson Paul Orfalea via KVMX in cover article of company
Newsletter (September 1994) for cleanliness, order, and systems of the store

Manager - West Lafayette I, Indiana (Region 45)
Four managers had left this store in less than three years, prior to my arrival. Cash controls, quality systems, training, and CourseWorks tracking were non-existent and had to be created from scratch. Machine maintenance, production systems, store layout, and processing of all paperwork had to be completely overhauled. A new staff had to be hired, and everyone had to be retrained.
• Rebuilt CourseWorks program from a previously faltering system; doubled packet sales
• Received perfect scores on all three CourseWorks audits during my tenure
• Comment Card responses improved to above national average; five perfect mystery shops
• Increased sales over 30% on average; exceeded store records twice
• Reduced losses in weak months and increased profits to best in four years
• Developed proposal for closing location and merging with West Lafayette II store after
disappointing sales following cancellation of CourseWorks program

Supervisor - Toledo I , Ohio (Region 66)
• Store was awarded as Third Most Profitable Store in company (1992)
• Store won Top Ten Customer Comment store in the company, twice
• Solved customer complaints and answered customer questions

General Management Responsibilities:
• Interacted with customers, suggested appropriate services, and asked for feedback on store
• Solved customer complaints, answered customer questions,and developed a callback system
• Hired, scheduled, assigned, trained, supervised, evaluated, disciplined,and fired co-workers
• Performed administrative duties (i.e., payroll, P&L review, End of Month reports, proposals to regional)
• Delegated and oversaw ordering, quality control, inventory, departmentalization
• Responsible for supervising up to 46 co-workers, averaging 23 co-workers per branch