Customer Service Sales
Resume:
Wayne Ennes
Pacifica, CA ***44
**********@*******.***
PROFESSIONAL PROFILE
Results-oriented and seasoned Customer Service and Retail professional with
experience in leading and managing store operations. Adept at improving
operating efficiencies at store locations, in addition to customer service,
performance standards and sales. Experienced in all areas of employee
development, human resources, team building and training. Reputation as a
change agent and innovator in operations, marketing, promotions,
merchandising and product presentation. Acknowledged as an excellent
communicator, collaborator, dynamic leader, motivator, organizer and
planner. Detail-oriented, enthusiastic, positive and self-motivated. Some
proven areas of expertise include:
1. Customer Service
. Operations
. Human Resources
. Training
. Inventory Control
. Business Development
PROFESSIONAL EXPERIENCE
CUSTOMER SERVICE
. Lead SF District in customer service standards for 2007-2008 (Mystery
Shopper scores).
. Year to year increases in guest retention each of the last two years
2009-2010.
. Collaborated with executive management to redesign and simplify
customer service policies and procedures to better serve customers,
employees and management.
OPERATIONS
. Led and set District standards for monthly safety program consistency,
execution and decreased risk mgmt loss.
. Collaborated with regional team to create and develop a control
execution plan for Region/District to provide better controls in areas
of: Cash Management, Payroll, Information Safeguarding, Human
Resources and Accounts Payable.
. Persuaded senior management to approve implementation of enhanced
technology in all stores. Resulted in greater productivity and faster
and more efficient communications.
. Lead a team to create a smooth transition from a regional group to a
territorial structure, which provided a better communication process,
delegation, follow-up and overall attention to individual store needs.
HUMAN RESOURCES
. Initiated a bi-weekly labor cost review process for staying on salary
target, resulting in an 11% decreased of annual territory salary costs
in 2002.
. Partnered with senior management to design, develop and implement a
complete management restructure program to better serve store
managers, employees and customers. Spearheaded one-year corporate
pilot program, smoothly transitioned field management changes and
consulted other territories on full company implementation.
. Created, developed and implemented regional succession strategy that
produced 56 new Store Managers and developed, mentored and coached
nine Regional Manager.
. Restructured and integrated part-time positions to better serve
employees and the company. Reduced regional costs by $150K annually
and the company implemented this change at all locations.
TRAINING
. Consecutive year revenue increases in Food & Beverage with focused
approach on training, coaching and F&B operations.
. Set consistent standards of coaching, training and follow up programs
in merchandising for company programs, better customer service and
increased sales.
. Coached and trained location management teams and staff to execute
company programs and standards that increased guest retention and
increase sales.
. Implemented new approach for training in cash controls, documentation
procedures and organization and consistent selling techniques that put
region back on track and above company sales metric averages.
. Implemented staff training and awareness programs for better customer
service techniques to provide better loss prevention results and
increased store profitability and revenue.
INVENTORY CONTROL
. Reduced shrinkage by 30-65% and increased profitability at targeted
locations by effectively collaborating with multi-functional groups to
review and improve territorial loss prevention.
. Led company inventory Pilot study group that transitioned inventories
from manual to electronic process and moved the company to new
procedures with all stores in a 6 month turnaround process.
. Led a turnaround at locations for better inventories, increased sales,
audits programs, decreased store loss.
BUSINESS DEVELOPMENT
. Coached, developed and provided strategies that helped DM's reduce
district OT by 50-65%.
. Partnered with Regional Director to lead a team approach to achieve #
2 ranking in annual sales volume for the company's 29 regions. The
region's first positive sales growth year since FY 2001 and only one
of four positive regions in FY 2005 (1.6%).
. Worked in concert with HR Manager & Regional Director on DM succession
planning and implemented an aggressive regional recruitment strategy
to appropriately staff for the first year of a 5-year expansion plan.
. Ranked #1 Territory in profitability for three consecutive years -
2000, 2001and 2002.
. Lead, coordinated and delivered timely store expansion and
revitalization projects that exceeded company expectation and
standards at more than 25 locations; new store openings, relocations
and/or remodeling project.
. Played a key role in the acquisition of a competitor with three stores
and $6 million in annual sales, and increased combined annual sales to
$11 million dollars.
. Orchestrated rapid expansion and sales growth in six-year period ('89
-'95) from 7 to 15 stores and increased sales by $30 million dollars.
. Created and developed a mobile marketing branding strategy that became
a company model for providing sales and marketing opportunities to a
diverse variety of venues and settings. Achieved additional sales of
$200-250K per year.
. Presented, designed and managed freestanding specialty store project,
from site acquisition to store completion. Doubled sales to 2 million
annually and profitable in 3rd year.
. Increased event unit sales by 50 - 100% by developing programs and
partnering with vendors to design unique sales and marketing
opportunities.
POSITIONS
2007 - 2011 General Manager AMF Bowling Centers,
Redwood City, CA
2006 - 2007 Regional Sales Director General Nutrition Centers, San
Francisco, CA
2004 - 2005 Assistant Regional Director H&R Block, Inc., Livermore, CA
2000 - 2003 Territorial Director Tower Records-Video-Books, San
Francisco, CA
1990 - 1999 Bay Area Regional Director Tower Records-Video-Books, San
Francisco, CA
EDUCATION
BS, Business Administration
San Jose State University, San Jose, CA
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