Quality Assurance Manager

Scott J. Lay

**** ******** ** ( Plainfield, Illinois 60586 ( H: 815-***-****

C: 815-***-**** ( ********@***.***

PROFILE

Highly effective Operations Executive, with a history of successfully

managing multi-store retail operations and corporate departments.

Expertise includes financial analysis, strategic planning and re-

engineering processes to ensure accountability and provide the highest

level of customer satisfaction. A skilled teacher of results-oriented

leaders, who build strong teams that achieve goals and objectives.

PROFESSIONAL EXPERIENCE

US CELLULAR CORPORATION, Chicago, Illinois 2004 - 2010

Telecommunications Retail

Area Sales Manager

Motivated and provided leadership for associates, maintained inventory and

controlled expenses in 12 locations. Directed the hiring, training and

development of Store Managers. Consistently exceeded sales and operational

standards.

. Only Chicagoland Area Sales Manager who surpassed 2009 sales quotas.

. Recipient of company 4.0 Club Award and Coaches Award for displaying

outstanding leadership behaviors and developing 13 associates promoted

into leadership or to higher leadership positions.

. Introduced management tools for easy observation and coaching that

improved customer satisfaction and sales results.

PEARLE VISION EYE CENTERS, Lombard, Illinois 2003 - 2004

Optical Centers

Retail Manager

Directed all store activities, motivated store staff, maintained inventory

and expense control for multi-store franchise.

. Implemented record keeping procedures that improved 3rd party

insurance payment realization. Decreased outstanding accounts payable

by 50%.

. Improved inventory and expense control by implementing tracking

spreadsheets. Decreased supply expense by 25% and decreased inventory

percent to sales by 10%.

MONTGOMERY WARD, LLC (Wards) Chicago, Illinois 1995 - 2002

Retail Department Store and Product Service provider

Vice President Customer Service Systems (1999 - 2002)

Performed strategic planning, leadership and direction for store operations

and IT teams with total annual expense and capital budgets ranging to

$40MM. Guided all system development, quality assurance, help-desk and

implementation activities for store and service management systems.

. Member of executive committee reengineering store operations policies

and guidelines.

. Directed development and nationwide implementation of Auto Service

System that generated additional $7MM annual benefits.

. Led coordination of off-shore development resources, realizing $500K

annual savings.

Director of Store and Product Service Systems (1997 - 1999)

Directed and coordinated 170 associates and contractors, providing value-

added services in strategic planning, project leadership, and vendor

management, including full administrative and budgeting responsibilities.

. Guided establishment of Product Service Systems platform, technology

and development methodology standards that improved team productivity.

. Directed requirements definition for new POS application to realize

additional $28MM in annual benefits.

Director, Store Systems (1995 - 1997)

Directed team of 120 associates and contractors responsible for store

system development and support, including help desk and implementation

functions. Provided value-added services in strategic planning, project

leadership and vendor management, including full administrative and

budgeting responsibilities.

. Initiated and directed the establishment and integration of

Development Methodology and Quality Management procedures that

improved effectiveness of development process by 70%.

. Directed development of innovative methods that enabled postponement

of $80MM in capital expense earmarked for chain-wide replacement of

POS System.

. Guided system changes that realized increased margin and decreased

expenses of $6MM annually.

THRIFTY CORP Los Angeles, California 1982 - 1995

Drug and Sporting Goods Retailer

Vice President, Retail Systems (1992 - 1995)

Organized and directed the Retail Systems Department for this $3B retailer

with over 1200 stores. Led strategic planning, development, quality

assurance, implementation, support, help desk and user training for all

store systems. Directed the Merchandise Control Department, End User

Computing support functions, and Corporate Facility Management.

. Key member of Loss Prevention Committee that directed system and Store

Operations policy changes to decrease shrink by 3%.

Assistant Vice President, Store Systems & Merchandise Control (1984 - 1992)

Initiated, organized and directed the development, quality assurance,

implementation, support and training functions for the Store Systems

Department. Directed activities of the Merchandise Control Dept, including

Purchase Order Control, Inventory Control and Price Management.

District Manager (1982 - 1984)

Motivated and provided leadership for leaders and associates, maintaining

inventory and controlling expenses for 20 locations. Directed the hiring,

training and development of Store Management.

Education

San Diego State University, San Diego, California, Concentration:

Mathematics[pic]

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