Manager Customer Service

Michael Humphrey

*** ** **** **

Blue Springs, Mo 64015

***********@***.***

EXPERIENCED RETAIL MANAGER

. Big box-experienced store manager whose career has been distinguished by

accelerated advancement and goal-surpassing performance-to-plan.

. Successful in both start-up and turnaround management roles -- driving

sales increases and customer satisfaction district-wide while

simultaneously lowering shrink and reducing staff turnover.

. Comprehensive background leading all aspects of retail operations (e.g.,

P&L, sales, merchandising, customer service, inventory, personnel and

payroll management) reinforced by extensive retail management training.

KEY SKILLS

. Retail Store Operations Customer

Service Excellence

. P&L Management

Teambuilding/Training/Supervision

. Budgeting & Cost Controls Inventory

Management

. Shrink Reduction/Loss Control Merchandising

Strategies

EXPERIENCE

Hobby Lobby Stores, Inc. -- Houston, Tx / Columbus, Ga

(Leading retailer in arts, crafts, hobbies and home d cor)

Store Manager

Co-manager

Promoted following superior-rated performance as co-manager. Led team in

increasing sales by 8% from previous year. Direct all departments; enforce

sound merchandising and loss control strategies; execute corporate

programs, promotions and policies; and drive optimal customer satisfaction,

associate productivity and P&L results.

Key Results:

. Elevated Columbus store from near bottom in region to top 5 in shrinkage

control.

. Marked improvement in associate turnover and attendance.

. Reversed downward spiral in customer satisfaction from near worst to top

10%.

. Excelled in building and motivating management and hourly teams.

Dollar Tree Stores, Inc -- Houston, Tx / Little Rock, Ar

(Recognized retailer of dollar merchandise)

District Manager

Store Manager

Assistant Manager

Chosen for management training program and advanced management training

programs due to superior reviews and evaluations. Advanced through

promotions to become district manager. Provided strategic, operational and

fiscal leadership and maintained optimum P&L results for 12 locations.

Key Results:

. Propelled one of the worst performing districts in sales, shrink and

customer satisfaction to #3 in sales, #2 in best shrink and #1 in most

improved customer satisfaction.

. Corrected issues such as internal theft, lagging customer service and

poor morale by overhauling systems, processes, training programs and

personnel.

. Assisted Little Rock store manager in driving single-year sales growth of

18%.

Builders Square -- San Antonio, Tx / Grand Rapids, Mi / Miami, Fla

( Home improvement warehouse)

Store Manager

Co-manager

Assistant Manager

Department Manager

Sales Associate

Started retail career as hourly associate. Promoted successively through

exemplary performance.

Key Results:

. Consistently achieved sales objectives

. Constant top 5% performer in shrink control

. Company recognized for exceeding customer expectations

. Department manager of the quarter award (twice)

. Regional sales associate of the year

EDUCATION

UNIVERSITY OF MARYLAND (overseas extension program -- military)

Business Administration

Retail Management Training Program: Completed 12 week management training

and 4 week advanced management training programs at corporate Dollar Tree

University. Topics covered.

. Store Operations Management Customer

Service

. Inventory & Loss Control

Leadership and Supervision

. P&L Statements

Merchandising & Plan-O-Grams

. Human Resources

Scheduling and Payroll Management

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