Customer Service Manager

* * * * * S Y LVA N • WA R R E N • M I C H I G A N 4 8 0 9 3

* * * * * 3 7 0 5 6 • J ONAT H ANA B I CE @ G M A I L . C O M

J O N AT H A N A . B I C E

WORK EXPERIENCE

March 1995 Present Home Depot Michigan

Operations Assistant Manager

Nights Operations Manager

Responsible for driving sales, customer service, associate development,

store profitability, in stock and store appearance.

Develop strategies and objective and lead a team of associates executing

these strategies and objectives.

Comprehensive knowledge of business and am able to use the knowledge

to formulate goals and objectives and be capable of motivating myself and

others to work as a team and accomplish those goals and objectives.

Oversee all operational areas of the store.

Execute core programs and strategies to improve customer service.

Drive Profitability through expense management, shrink mitigation and

overall operational efficiency in all areas of the store.

Solve problems through partnerships and develop leaders within

operational departments.

Recruit and hire qualified candidates, coach, train and develop associates.

Conduct detailed weekly/monthly reviews of the stores profit and loss

statement and monitor all operational expenses lines to drive profitability.

Execute all project implementation and ensure all training timelines are

met.

Evaluate performance and make recommendations for personnel actions,

which include: work allocation, training, development, performance

management, problem resolution, discipline and termination.

Execution of the Company’s Hazardous Material, Recycling, and

Environmental Programs.

Reduce turn over by communicating career paths and motivating

associates to perform at highest levels.

Roll out all new programs

Team Depot District Captain over volunteer community projects for 2

years

Store Manager

Manage all aspects of store operations and profitability

Responsible for maximizing store sales and profitability while working

ethically and modeling Home Depot’s core values

Developing strategies and objectives and leading a team of

Associates in executing these strategies and objectives

Ensure the store is optimally stocked and merchandised and that

all Customers are provided with excellent customer service

Forecast scheduling needs to meet customer demand

Observe, evaluate, coach, train, and develop associates.

Ensure all products and displays are merchandised effectively

Walk the store with District Managers, Merchants and others to

stay proactive on merchandising issues

Develop store mission, strategy and objectives and ensue that

they are met.

Comprehensive knowledge of Home Depot business

Formulate goals and objectives and motivate self and others to

work as a team and accomplish these goals and objectives.

Department Head

Providing excellent customer service by ensuring that customers are

acknowledged, customer project needs are met, complaints are

resolved, service is quick and efficient and store is properly stocked

Coach, train and develop associates by providing both informal and

formal job performance based feedback.

Ensure that our associates are skilled in our special order and install

processes

Extensive knowledge of products and Home Depot

1984 1994 Self Employed J&J Feed and Seed

Feed and Seed Business Pet supplies and garden supplies

Wholesale and Retail

Ordering, billing, payroll

Advertising

Major Skills and Competencies

Word, Excel, Outlook

People systems

Acts with Integrity

Excels in Customer Service

Inspires Achievement

Delivers Results

Safety Orientation

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