Customer Service Manager

Gregory Morgan

**** **** ******* ****

Aurora, IL 60504

Home: 630-***-**** abhecg@r.postjobfree.com Cell: 630-***-****

Summary

Retail multi-unit Manager with a proven track record in leading high-growth

establishments through momentous growth and profitability. Successful in

providing strategic and tactical execution of organizational-wide

initiatives to enhance productivity, quality, customer service and bottom-

line financial performance. Skilled at building high-performance,

effective teams with focus on improved operational performance and customer

service. Extensive expertise in all aspects of retailing, from operations,

product purchasing, merchandising, loss prevention, handling hazardous

material and safety. Strength in developing and implementing strategy

human resource, process improvement and customer service programs.

Exceptional presentation, time management and problem-solving skills.

Professional Experience

Home Depot, Illinois/Washington 2000-2011

District Operations Manager

Operational and strategic oversight for a ten store district leading store-

level asset protection and operations managers. Urban and suburban

locations accounting for more than $250 million in total sales. Direct

accountability for driving sales in partnership with district business

partners, planning, rolling-out, evaluating and improving operation

processes.

Also held positions of Loss Prevention Supervisor, District Loss Prevention

Manager, & District Asset Protection Manager.

Accomplishments:

. Guided store leaders, supervisors and associates to improve customer

satisfaction quarter over quarter: all stores achieved region's "Top 20

list" for customer scores (9.0+ of 10).

. District lead region in customer service performance for 26 weeks

consecutively.

. Lead internal training, employee engagement programs and store-level

audits to drive worker's compensation and general liability claim reduction

programs; conducted district analysis and aggressively target workers comp.

claim reduction: reversed $175,000 in worker's comp. charges in first six

months in role.

. Developed and maintained a leading record for staff retention and

development, including promoting two associates to management roles.

. Company-relocated to Chicago Region and took over asset protection for a

high value, mission critical district: led an aggressive district analysis

and created strategies and asset protection vision, standards,

accountability and training programs to redirect district to meet and

exceed goals:

- Reduced customer claim rates from .20% to .11% in 2008 over 2007;

- Reduced district shrink to 1.34% from 1.52% (11 BPS under goal of 1.45%)

or $1.3million reduction

- Improved safety district-wide reducing OSHA Recordable frequency rate

from 4.57 to 3.66 in one year achieving 27% above goal;

- Reduced OSHA Recordable Cases from 54 to 39 in 12 months, as well as OSHA

Lost Time frequency rate to 0.87 over 1.29 achieving 18% below goal;

- Received regional recognition for delivering internal case productivity

increase by 19%

TARGET CORPORATION, Tukwila/Lakewood, Washington 12/1997 to 6/2000

Asset Protection Specialist

Promoted through uniform, plain clothes and surveillance areas within asset

protection and security. Directed and/or oversaw safety and security

audits, ensuring strict compliance with corporate, OSHA and state and

federal regulations. Conducted new staff member orientations. Maintained

top quadrant national ranking for theft apprehensions achieving 50 to 60 a

month.

MILITARY: UNITED STATES ARMY:

Domestic & International Duty Stations 1989 to 1996

Status: Honorable Discharge; Heavy Equipment Operator, Army Corp of

Engineers

EDUCATION: COLORADO TECHNICAL UNIVERSITY, Colorado Springs, Colorado

Bachelor of Science, Project Management Conferred, 2009

CLOVER PARK TECHNICAL COLLEGE, Tacoma, Washington

Associate of Applied Science, Electronic Servicing Technology Conferred,

1999

TRAINING: Completed numerous professional development courses in EHS&S,

including: Crisis Management, Conflict Management and The Art of

Interviewing (Wicklander-Zulawski).

National Safety Council's Principles of Occupational Safety & Health, OSHA

500

COMPUTERS: MS Office Suite, as well as various proprietary POS, customer

service and ERP retail systems

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