Customer Service Manager
Resume:
JOHN A. PUTRINO
Cranbury, NJ **512
Cell: 609-***-**** Home:609-***-**** *********@*****.***
SUMMARY
High energy, hands-on, Retail Executive with expert knowledge in Loss Prevention and well versed in all retailing
disciplines including: Store Management, Merchandising, Operations, Human Resources and Customer Service.
Extensive experience in “big box” discount, upscale off-price and specialty stores. Recognized for the ability to
lead diverse teams and build strategic alliances in all business sectors. Proven track record of reducing shrink with
minimal cost, while driving sales.
PROFESSIONAL EXPERIENCE
LOT-LESS CLOSEOUTS, New York, NY April 2011 –
Present
Consultant
• Ensure that loss prevention standards and practices are bring executed by store management through
comprehensive auditing process.
Recruit, hire, and train loss prevention associates.
•
Provide support through mystery shops, surveillances, and investigations.
•
Monitor and provide feedback on merchandising, operations and safety compliance.
•
Provide solutions to enhance overall profitability and shrink reduction efforts.
•
BURLINGTON COAT FACTORY, Burlington, NJ 1978-
2010
Director/ Vice President/ Senior Vice President, Loss Prevention (1984-2010)
With sales of $3.4 Billion, managed a team of 17 Loss Prevention field managers and two auditors, covering 433
stores in 49 states and Puerto Rico as well as East and West coast distribution centers, and 27,500 employees.
• In 2009, exceeded 25% reductions goal by 6% despite 40% Loss Prevention payroll reduction and 20%
cutback in sales floor associates. Reduced shrink in all 50 target stores by 32%, more than $8 million
dollars.
• Increased internal theft apprehensions at least 30% over the previous year.
• Improved civil recovery revenues by 26%.
• Realigned organizational structure and operational functions of distribution centers to reduce security
payroll by more than $750,000 in payroll with no increase in shrink.
• Reduced enterprise-wide Workers’ Compensation claims by more than $2 million dollars during a five year
span when 105 stores were opened. This resulted in a discounted rate and recognition award from the
insurance provider.
• Managed all aspects of company “Road Shows”, annual sales events held in convention centers through-
out the country, including Madison Square Garden. These weekend events generated more than $100
million dollars in revenue.
• Established “Partnership with Community” philosophy to drive sales and deter theft in stores located in
high crime areas. Personally met with local government officials to build an alliance by creating
opportunities and expanding customer base.
• Maintained direct oversight of flagship stores openings in Manhattan, Florida and California.
• Acted as interim VP, Customer Service when BCF received negative publicity regarding “No Cash Refund
Policy.” Personally handled all major customer complaints and issues while training new VP of Customer
Service.
• Built a dynamic team of multi-lingual professionals to conduct corporate-wide interrogations and
investigations via phone and in person.
• Designed and branded BCF training program for Customer Service and Loss Prevention titled “Two Sides
of the Same Coin.”
• Developed an in-house mystery shopping program using Loss Prevention field staff as a cost-effective
method to assess quality of operations and compliance with company policy.
• In conjunction with EVP, Stores, developed enterprise-wide strategy, and implemented “Task Simplification
Program” to reduce overall expenses and optimize productivity.
• Incorporated cash refund policy, a drastic change to company practice. Developed key performance
indicators to monitor impact and results and mitigate issues.
• Developed governance and controls to monitor the issuance of BCF gift cards and store credits.
• Originated distinct procedures, guidelines, and audits for MJM Shoes, a BCF start-up, as well as Decelle
and Cohoes, BCF acquisitions:
o MJM Shoes: 20 stores with 45 million in sales with 2.6% shrink. At its peak there were 11 stores
with 37 million in sales and 2.4% shrink.
o Decelle: Acquired in 1994, it was an off-price New England chain. At the time of acquisition, there
were eight stores and $35 million in sales and 2.6% shrink. At its peak there were 11 stores with 37
million in sales and 2.4% shrink.
o Cohoes: Acquired in 1989, it was an upscale off-price chain in upstate NY. At the time of
acquisition, there were three stores and $30 million in sales with 4.2% shrink. At its peak, there were
nine stores with $46 million in sales and 2.3% shrink.
Director Store Operations/ Regional Manager/ District Manager / Store Manager (1978-1983).
I was recruited by BCF to help expand the company footprint. The company rapidly grew and I was promoted to
District Manager, Regional Manager, and then Director of Store Operations. Partnering with principals, and senior
management, developed initiatives and policies that were instrumental to company growth. After a significant
internal loss, I was asked by the owner and then CEO to establish and lead a company-wide Loss Prevention
function. I began by developing and executing audits of the physical plant, key control, cash room, time clock,
payroll, markdowns, safety and OSHA compliance.
• As the Director of Store Operations I wrote and implemented all front and back-of-house procedures.
• Acted as the interim Director of the Distribution center during the critical fall season, and implemented
company-wide Men’s Alterations Program.
• During my tenure as a Regional manager I had the highest grossing stores in the chain as company
expanded from 31 to 61 store locations.
• As a District Manager, I opened 10 stores and developed the prototype for interior layout and décor used
throughout the chain.
• As a Store manager I nurtured the growth and evolution of the first Burlington Coat Factory, from a
specialty store, to a full line department store with seven core departments; including: Ladies, Men’s, Kids,
Shoes, Accessories, Baby and Home Furnishings.
EDUCATION
Norwalk Community College, Norwalk, CT
Fashion Institute of Technology, New York, NY
PROFESSIONAL DEVELOPMENT
Safety Institute, Liberty Mutual Boston (1996)
Sexual Harassment, Wicklander-Zulawski & Associates (1995)
Advanced Interrogation Techniques, Wicklander-Zulawski & Associates (1991)
Interrogation Techniques, Wicklander-Zulawski & Associates (1991)
Contact this candidate