Manager Customer Service
Resume:
Richard P. Arnold
Virginia Beach, Virginia 23456
**************@*****.***
Summary: Retail Professional with 30 years experience in all phases of Multi Unit and Store Operations
and Management. For the last 17 + years I have been with a High Growth – Fast Paced –
Sku Intensive – Specialty Big Box Retailer. Over that time I have learned to adapt to a
rapidly changing environment and lead the change in the stores as the company grew and
progressed. I am well equipped to transition into any retail environment whether High
Growth or Mature. My background includes store operations in Urban to Suburban
locations, Free Standing, Strip Centers to Mall locations. I have experience in Mass
Merchants and Specialty settings.
Strengths include - Driving Sales (no passengers welcome), Expense Controls, Bottom Line
P&L Results.
Experience:
1997 - 2011 DISTRICT MANAGER
Michaels Stores, Inc.,
Operations Management
-Oversaw Districts of 11 to 18 units with annual sales $45 to $72 Million.
-Communicated, Implemented and Followed up on Company Directives in a
Fasted Paced ever changing environment.
-Coordinated activities of support personnel, including Loss Prevention
Manager, Recruiter and Human Resources Manager.
-Participated in the Opening, Relocation or Remodeling of over 30 stores.
-District Manager of the Year Award for best overall Sales and Profit.
-Consistently ranked in the top half of all Districts in company audit scores.
H/R / Staffing/Training
-Interview and make hiring decisions on Key Staffing for new store openings.
-Negotiated salary and benefits with new Management hires.
-Managed training programs and oversaw on-going staff development.
-Monitored development of all staff and developed associates to promote into
Management Positions.
-Reviewed staffing needs of each unit on a monthly basis.
-Mentor to new District Managers.
-Hired and Maintained Diversified Management teams.
Supervision
-Directly supervised a Management Staff of up to 18 Store Managers and 20
Assistant Store Managers.
-Indirectly supervised District Teams of over 750 associates.
-Motivated staff through positive reinforcement and performance incentives.
-Evaluated associate performance and conducted associates annual reviews
-Developed sales goals and strategies for goal attainment in each unit.
-Established customer service standards for all stores.
-Monitored customer service and sales techniques practiced in each unit.
-Responded directly to all customer inquiries. Satisfied all Customers.
Financial Management
-Forecasted sales, gross profit, controllable profit, payroll, man hours, and
expenses for annual budget preparation and review.
-Reviewed weekly sales, gross profit, man hours and inventory for each unit.
-Received monthly P&L reports and took action on under-performing areas.
-Received budgets from home office and ensured compliance.
-Managed cost controls for all store budgets.
-Performed monthly financial review of each Store and entire District.
-Consistently had the Districts come at or under Payroll.
-Consistently landed or exceeded planned Profit for the Districts.
2005-2011 District Manager, Michaels Stores Inc. Virginia Beach, Richmond, Western, VA
2003-2004 District Manager, Michaels Stores Inc. Long Island & Staten Island, NY
2002-2003 District Manager, Michaels Stores Inc. Erie, Pa, Buffalo, Rochester, Syracuse & Southern
Western, NY
2000-2002 District Manager, Michaels Stores Inc., Buffalo, Rochester, Syracuse, Utica,
Plattsburg, Albany NY and Vermont.
1997-2000 District Manager, Michaels Stores Inc., Pittsburgh, Erie, PA & Buffalo,
Rochester, Syracuse, NY
1997-1997 Store Manager, Michaels Stores, Inc., Philadelphia, PA
1996-1997 Store Manager, Michaels Stores, Inc., Virginia Beach, VA
1993-1996 Store Manager, Michaels Stores, Inc., Buffalo, NY
1978-1993 Store Manager
F.W. Woolworth Co.
Managed Store locations throughout Western, Central NY and Western PA
-Oversaw and managed all aspects in a General Merchandise operation, with stores ranging
in volume from $1 to over $4+ Million.
-Managed stores in a variety of settings, including Downtown, Inner City,
Strip Centers and Mall locations.
-Responsible for overseeing Restaurants ranging from $200 K to over $1Mil. In
volume.
Skills: Basic computer skills MS Windows, Word, PowerPoint, Excel, and internet
Education: Retail Management and Marketing
S.U.N.Y Genesee Community College, Batavia, NY
Personal: Assistant Scout Master – Boy Scouts of America
School Board Member – St. John’s the Apostle Catholic School.
Finance Chairman – St. John The Apostle Catholic School.
Vice Commodore - Lynnhaven Marine Yacht Club
References: Available upon request
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