Sales Customer Service
Resume:
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Erik Swanson
Professional Summary
Retail Manager with 6 years of experience. Areas of expertise include development, training,
merchandising execution, specialty sales, and customer service.
Core Qualifications
Proficient in staff training and with senior management
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development Outstanding interpersonal skills
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Extensive experience compiling and
• Strong verbal communication
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delivering performance appraisals Conflict resolution skills
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Proficient in multi task management
• Quick learner
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Proficient in delivering results
• Computer proficient
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through
Proficient in Microsoft Office Suite:
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effective leadership Word, Excel, Access, PowerPoint, Outlook
Excel in delivering excellent Express
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customer Proven leadership abilities
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service Proficient in time keeping systems
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Proficient in recruiting, hiring (Kronos)
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qualified staff Excel in analyzing financial
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Demonstrated ability to interact statements, i.e. sales reports, profit and loss
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effectively statement
Experience
08/2010 Present Borders Inc. San Mateo, CA
General Manager
Responsible for recruiting, hiring, training and developing, performance management, payroll and
scheduling.
Effectively managed payroll under 2 percent of budget
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Developed new process for employee evaluation which resulted in marked improvements in
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selling performance.
Implemented sales/service evaluation which resulted in performance improvements in
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employees selling behaviors.
Achieved record membership levels (4.2%) above company average (2.5%), by setting daily
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goals, following up, and giving positive and constructive feedback in a timely manner.
Responsible for maintaining an excellent customer centric environment
Conducted analysis to address service complaints which led to an increase in customer
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service scores.
Initiated key partnerships in event sale which resulted in 18% sales growth.
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Liaised between educators and publishers to deliver product for high school curriculum.
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Worked directly with corporate sales team and local corporations to achieve 186% growth
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in annual corporate sales.
Responsible for maintaining in stock levels, which include ordering, receiving, stocking and
merchandising product.
Successfully led Q4 2010 kids relay project which resulted in 12% increase in sales.
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Streamlined the receiving operations to ensure product is merchandised on the sales floor
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within 24 hours
Responsible for day to day operations including, daily cash reconciliation, preparing change orders
and deposits, payroll reconciliation, safety and security, facility management, and loss prevention
2005 2010 Home Depot Inc. San Carlos, CA
Merchandising Manager 11/06 04/2008, 10/2009 9/2010
Specialty Manager 04/2008 10/2009
Department Supervisor 9/05 11/06
Responsible for recruiting, interviewing, training and developing, performance management, and
scheduling.
Developed 2 Assistant Managers and 6 Department Supervisors into position
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Annual performance evaluations for 25 75 direct reports within the given locations
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Implemented sales/service evaluation which resulted in performance improvements in
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employees selling behaviors.
Responsible for maintaining an excellent customer centric environment
Received Executive Award from CEO, Frank Blake, for delivering exceptional customer
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service.
Recognized in San Jose Realty Newsletter for excellent service
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Initiated key partnerships with South Bay Home Show, 2008, which resulted in 500 sales
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leads.
Exceeded specialty sales plan by 6.9% for 2009 fiscal year.
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Expedited between customers, vendors, and installers to deliver quality finished product.
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Volunteered as a Build Captain for community outreach project while partnering with The
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Boys and Girls Club of San Jose to build a playground (08).
Received Orange Juiced Award for Most Improved Store Customer Service (2007),
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resulting in 3000 dollars for store associates
Responsible for creative design of prominent promotional displays and driving specialty
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sales which garnered Regional recognition.
Planned events with installation vendors to increase service sales.
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Responsible for maintaining in stock levels, which include ordering, receiving, stocking and
merchandising product.
Conducted analysis to address underperforming product categories which led to better product
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variety and increased inventory turns by 25 basis points.
Monitored multiple databases to keep track of all departments inventory.
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Worked directly with national merchant and suppliers to achieve and maintain 99.62% in stock level.
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Responsible for day to day operations including, daily cash reconciliation, preparing change orders
and deposits, payroll reconciliation, safety and security, facility management, and loss prevention
Successfully led 2008 Inventory process which resulted in a reduction of shrink by 20 basis points.
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Executed capital expense remodel (2007).
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Completed all company insurance, Workers’ Compensation, and general liability documents for each
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location.
Analyzed financial indicators to increase profitability.
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Obtained documents, clearances, certificates and approvals from local municipalities.
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Education
2001 2005 Eastern Oregon University La Grande, OR
1. B.S., Business Administration emphasis in Accounting
2. Dean’s List Member
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