Customer Service Manager

Josiah Elesinmogun

**** ********* ******, *******@*******.*** Cell: 301-***-****

Apt 201 Home: 301-***-****

Hyattsville Md 20782

Objective

To further my expertise in store/field operations and contribute to the

overall success of the organization. My over 5 years experience in both

store and field operation will be very helpful in maintaining and

maximizing stability and productivity of the organization.

. Dedicated Field, Store, Project and Customer service manager with 5+

years of experience in big box retail, Drug store, Wireless technology,

Off-Priced, Fashion and Food service settings. Consistently achieve

record-high customer satisfaction rankings, improvements to the bottom

line and turnaround of underperforming operations.

. Respected builder and leader of customer-focused teams; instill a shared,

enthusiastic commitment to customer service as a key driver of company

goal attainment. Lead by example and ensure the execution of all safety,

security, quality and store operations policies.

Areas of Expertise

Customer Service Customer Satisfaction Teambuilding &

Management Enhancement Alignment.

Complaint Handling & Project Management Cost-Reduction

Resolution Sales & Margin Improvement Strategies

Retail Operations Human Resource Management Order Fulfillment

Management KPI Metrics Management

Time and Task Management

Professional Experience

RITE AID CORPORATION - Glen Burnie MD 09/07 to Present

General Manager

A versatile and skilled sales and marketing professional with excellent

hands-on experience in developing and improving sales for wholesale and

retail operations. An assertive manager with outstanding interpersonal,

communications, negotiation and people management skills.

Providing profit advice, reviewing performance on continuous basis

including positive feedback and corrective actions. Foster an environment

in which guests enjoy high levels of service and employees are motivated to

deliver top performance.

. Transformed operation that was posting annual losses as a target store

(Red store) to achieve $92K+ in profits within one year. Met or exceeded

all sales targets despite increased competition presented by the opening

of two new local big box store.

. Reduced staff turnover by 15% in 2009, benchmarking a record-setting

improvement in staff retention due to the success of employee-development

and morale-building programs.

. Elevated store's customer-satisfaction index from 36% to 92% within six

months; ensured the swift resolution of customer issues to preserve

customer loyalty while complying with company policies.

. Served on special Region taskforce charged with turning around under-

performing stores. Creating script growth initiative, Frontend sales

driving initiatives, Shrink management tools and implementing new company

roll-outs.

. Nominated District Workforce management Expert in 2009 to cover all 11

Anne Arundel county stores to train and implement the new roll-out on

Workforce Management (WFMS) - A scheduling tool introduced by rite aid to

manage workforce labor forecasting and scheduling.

. Effectively managed inclusion, recognizing the values of diversity,

respect and creating an environment where employees are treated fairly to

maximize their full potential.

RiteAid Pharmacy. - Laurel MD 7/06 to 8/07

Assistant Manager

Controlled and supervised financial transactions, expenses, provided best

customer service and trained employees. Supervised displays, merchandising

and maintenance of the store. Received award for the best customer service

and expense control.

. Performed daily safety and temperature audits adhering to standards set

by the Board of Health.

. Interfaced directly with customers to provide assistance and resolved

problems.

. Actively ensuring protection of physical assets, quality loss prevention

procedures by focusing key areas of shrink.

. Maintained an appropriate degree of visibility with internal and external

customers.

RiteAid Pharmacy. - Olney MD

04/05 to 07/06

Pharmacy Technician

Assists pharmacist in provision of pharmaceutical care by reviewing

and collecting data used by pharmacists in pharmaceutical care, collecting

and entering data into the pharmacy information system as directed,

answering telephone calls and greeting staff and responding appropriately

if qualified or authorized to do so.

Assured delivery of pharmaceuticals to patient care areas by carrying

prepared pharmaceuticals to all patient care areas and placing them in

prescribed locations, delivering medication carts to nursing units and

exchanging cassettes on a daily basis, performing inspections of assigned

patient care areas using printed guidelines.

Prepared pharmaceuticals for dispensing to patients by packaging bulk

products into unit-of-use packaging, compounding products by combining

several ingredients after review of calculations and measures by a licensed

pharmacist.

Maintained working inventory within established department guidelines by

reviewing stock levels and recording for order, removing stock from storage

areas and replenishing active use areas, replenishing contents of various

kits, trays, carts, etc., maintained for specialty areas.

Education and Training

Associate of Science in Criminal Justice and Political Science; June 2010

Montgomery College, Rockville, MD

Computer Skills: Microsoft Excel, Microsoft PowerPoint, Microsoft Word,

Spreadsheet, ManagePro.

Reference: Available upon Request.

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