Customer Service Manager

JOHN LOMBARDI

*** ******* ****** . *******, ** . M3H 4L3 . 416-***-**** . Email:

****.**********@*****.***

Manager

Performance driven store manager. Possesses over 12 years of broad

expertise in operations and financial management, sales development,

merchandising and inventory control. Proven success in driving sales and

achieving revenue targets through employee training, development and

management utilizing in-depth coaching and mentoring of employees to attain

customer service excellence. Recognized for capability to inspire and

build a positive retail environment that encourages a favourable customer

experience. Implements retail strategies to improve customer retention and

revenues. Motivated leader with superior oral, written communication and

interpersonal skills with ability to quickly establish essential rapport

with fellow co-workers and customers.

CORE STRENGTHS

Store Operations Employee Development Improvement Analysis

Budget Administration Performance Management Client Relationship Building

P & L Management Merchandising Techniques Customer Retention

Recruitment & Retention Sales Strategies Computer Processes

PROFESSIONAL EXPERIENCE

Walmart Department Stores (January 2001 -

Present)

Toronto, ON

Over 12 years' experience and progressive career advancement from assistant

manager to store manager with major big-box store operating over 300 stores

and employing over 85K workers across Canada.

Store Manager (Training Development Division) January 2013 - Current

Advanced to training development division to utilize expertise and

supervisory skills to train, develop and direct new store managers in all

aspects of store operations and customer service relations to propel sales

and meet objectives.

. Mentor new store managers to recognize how their skills and expertise

contributes to store's profitability.

. Utilized exemplary supervisory skills to oversee eight Toronto region

managers.

. Manage and support new managers in inventory control, merchandising,

freight flow and employee relations.

. Apply motivational techniques to coach team members to exceed

organization goals.

. Recognize and accommodate diversity of staff by adapting management

skills accordingly.

Key Accomplishments:

. Increased customer service, sales and profit margins by analyzing and

identifying workflow processes and areas for improvement.

Store Manager 3635 July 2010 - January 2013

Store Manager 3105 May 2007 - July 2010

Progressed to oversee daily operations and manage 342 associates and

implement and support organization's initiatives to improve customer

retention and ensure customer needs and satisfaction is met and exceeded.

. Improved working environment and operational success by collaborating

with staff and store associates.

. Promoted open communication with associates and management team to

improve moral and staff retention.

. Assessed and prioritized corporate initiatives, promotions and events

and assigned projects accordingly.

. Examined and synchronized sales and profitability of operating

facility.

John Lombardi - 2

. Delivered feedback and guided managers to facilitate improvements at

all levels.

. Improved daily operations by implementing daily tours with assistant

managers to evaluate in-store stock levels, top selling items, display

features and inventory accuracy.

. Managed stores' profit and loss and improved profitability by

developing targeted objectives.

. Ensured adherence to corporate budget by managing controllable

expenses through monitoring associate wage and sales budgets, and

profit and loss statements on a weekly/monthly basis.

. Responded to customer concerns and issues in timely manner.

Key Accomplishments:

. Achieved largest shrinkage reduction in 300+ Canadian stores from

1.67% to 1.12% over 1- year period

. Increased sales by 3% in first year and 9% in second year to generate

total sales volume to $71 million.

. Determined employee job satisfaction and increased employee engagement

from 52% to 87% over one year period based on 2011 Associates Opinion

Survey by developing strong employee relations, customizing management

style to individual employees and implementing open approach to

employee management.

. Achieved highest score of 88% Canada wide in 2012 on management

performance survey (Upward Evaluation Survey) measuring leadership

ability.

.

24/7 District Coordinator, District #7 September 2006 - May 2007

Promoted to manage Walmart 24/7 program for nine stores.

. Worked closely with store managers to ensure adherence and compliance

to all corporate procedures.

. Investigated and customized solutions for freight flow issues for all

stores.

. Scrutinized store productivity utilizing corporation standards.

. Strategized how to administer labour reduction initiatives while

implementing productivity improvements.

Key Accomplishments:

. Increased store productivity by re-evaluating and designing new floor

plans.

Assistant Manager January 2001 - September 2006

Hired to manage in-store departments up to 50 employees and provide

associate evaluations.

Key Accomplishments:

. Instrumental in opening first Super Centre in Vaughan area employing

500+ workers with over $1 million in annual revenues.

Customer Service Representative (January 2000 -

January 2001)

Bank of Montreal, Toronto, ON

Hired by major bank to perform banking transactions for personal and

commercial clientele and comply with bank policies and procedures while

providing exceptional customer service resulting in repeat business.

EDUCATION

William Lyon Mackenzie Collegiate Institute (OSSD) (1998)

Toronto, ON

VOLUNTEER WORK

Yellow Brick House (March 2012)

Children's Miracle Network (June 2006)

Weekend to End Breast Cancer (September 2006)

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