Customer Service Manager
Resume:
George Britton "Britt" Mishow
********@*******.***
423-***-**** (c)
423-***-**** (h)
Harrison, TN 37341
Senior Level Management Professional
Cost-Savings . Customer Service . Sales & Profit Growth
Aggressive and highly experienced operations management leader with 28
years' proven experience in implementing programs to reduce store shrink
percentages, increase annual revenue gains, and achieve superior levels of
customer service. Strategic problem solver and "go-to" person in resolution
of operational concerns. Gifted employee development leader with
exceptional ability to source and leverage talent to form comprehensive
teams to meet customer needs and achieve business goals.
Key Competencies
Change Management - P&L - Project Management - Restructuring - Strategic
Planning -
Inventory Management - Logistics - Vendor Relations - Cost Reduction -
Process Improvement - Audits -
Budgeting - Expense Control - Reporting - Sales Forecasting - Event
Planning - Customer Service - Merchandising - Recruiting - Training &
Development - Workforce Planning
Key Career Accomplishments
. Slashed shrink from 9% to 1.8% - exceeding company goal by 0.2% - through
external electronic article surveillance (EAS) system and strict vendor
check-in check-out strategies.
. Garnered Manager of the Year for 4.7% reduction in shrink resulting in an
$84K positive gross controllable profit impact and EBIT of 10.1% of sales
($181K).
. Grew sales 40% in one fiscal year through aggressive shrink control and
received Store Manager of the Quarter for Q4 projects of a final sales
increase of 80%.
. Received Customer Service Award for Mid-South Region, reflective of
employee efforts in providing friendly customer service which surpassed
levels provided by 300 other regional stores.
. Executed aggressive controls to maintain payroll at 11% and hold shrink
at less than 2%.
. Leveraged local employee talent including bi-lingual skills to increase
customer base.
. Boosted labor stability by reducing turnover through increases in base-
pay, leading to sales and gross profit growth resulting from developing
of expert workforce rather than constant in-training, new workforce.
. Focused on internal shrink sources including proper returns and diligent
warehouse order and vendor delivery check- ins to reduce shrink by 50%.
. Maintained sales at 7% above district average during tumultuous economic
environment.
. Won contest for incremental sales program that promoted additional sales
from each customer and liquidation of short-dated products to increase
sales and reduce gross profit losses due to unused products.
. Extended company reach into non-profit sector through collaboration with
Children's Miracle Network on Red-Dress breast cancer awareness and
support program.
George Britton "Britt" Mishow . ********@*******.*** . 423-***-**** (c);
423-***-**** (h) Page 2
Professional Experience
Rite Aid Corporation (Previously Eckerd Drug), Chattanooga, TN 1983 to
Present
(Industry's third-largest retail drug store with pharmacy service and 4700
locations nationwide. Acquired Eckerd in 2007)
Store Manager Cleveland, TN (2007-Present)
Store Manager Chattanooga, TN (2002-2007)
Store Manager Dalton, GA (2000-2002)
Store Manager Oglethorpe, GA (2000)
Store Manager Augusta, GA (1997-2000)
Home Store Manager Augusta, GA (1990-1997)
Store Manager Augusta, GA (1984-1990)
Assistant Store Manager Augusta, GA (1983-1984)
Lengthy history of increasingly responsible management functions at Eckerd
Pharmacy lasting through acquisition by Rite Aid Corporation. Presided
over eight different locations through GA and TN. Commanded all facets of
operations spanning human resource management, inventory, customer
service, vendor relations, merchandising, logistics, finance, and sales
with additional responsibility for non-profit programs.
Education & Training
Bachelor of Science in Business Administration
William Jennings Bryan College - Dayton, TN
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