Customer Service Manager
Resume:
WILSON O. OJWANG
**** ***** **** **. *** # D, Terre Haute, IN 47802
Phone: 812-***-****
Email: ******@*****.***
SUMMARY
A versatile, result oriented, people focused, management professional with
proven experience leading, developing, and organizing teams to achieve
objectives. Has extensive experience in management, retail, food service
and petroleum industries including; multi-unit level P&L responsibilities,
operations, human resources, team building (subordinates, dealers, and
vendors), development and implementation of programs, policies, and
procedures. A motivated, result oriented team-builder and leader, who is
able to make prompt decisions.
EDUCATION
. Masters of Business Administration in Management
Wayland Baptist University, Plainview, Texas
. Bachelor of Science in Business Administration
Lubbock Christian University, Lubbock, Texas
PROFESSIONAL EXPERIENCE
Asst. Store Manager, Wal-mart, IN.; March 2009 to Present
Responsibilities include operations, merchandising, profitability, and
policy and compliance implementation of assigned departments and the
whole store Recruiting, interviewing, hiring and training of associates.
Competencies include, managing execution and results, influencing and
communicating ideas and linking to business needs, and focusing on
customers to adjust according to their expectations. Participation in
community outreach programs, and encouraging other associates to do the
same.
Store Manager, Payless Shoe Source, NC. ; 2005 to March 2009
Responsible for Payless Shoe store operations, supervising six
associates. In charge of recruiting, hiring and training store
associates. Profit and loss, and cost control responsibilities as well.
Achievements:
I was able to realize an increment in sales up to 8 percent per month
within the first six months.
Was promoted to a multi-store manager, reducing shrink in both to
1.56%, from
3.79% in one, and .56% from 1.89% in the other.
Area Supervisor- Store Operations, Allsup's Inc. Clovis, NM; 2002 to 2004
Responsible for supervising and directing daily operation activities of
seven convenience stores and fast foods locations, including hiring and
recruiting, vendors and dealers relations, customer service, plant image
and repairs, and sales and profit objectives.
Achievements:
- Reduced shrinkage from an average of 8% of sales for the area, to 2.5%
within the first six months and to below 2% within a year due to
strict adherent to company procedures and policies, proper hiring and
training practices.
- Identified, trained and promoted into management training program five
assistant managers within six months.
. District Manager (Company Operations)- Horkey Enterprises (Friend's Conv.
Stores), Lubbock, TX; 1996 to 2002
Was in charge of directing operations of twelve convenience store, with
fast foods and car wash locations. The responsibilities included,
recruiting, hiring, and training of store managers and personnel,
customer service, sales and profit objectives, plant image, and
participation in community activities.
Achievements:
- Improved District Image/Service Evaluation Scores from 78% to 96%
average over 3 year period by implementing daily/weekly systems,
proper training, follow-up, and rewards.
- Achieved highest ranking and rating in sales, and profitability
through establishing teamwork and identifying common goals; improving
customer service and plant images.
. Store Manager, Southwest Convenience Stores (7-11), Lubbock, TX; 1992 to
1996
In charge of all operational activities of the store, supervising
associates, and profitability and cost controls.
Achievements:
- Increased sales by an average of 5% yearly through establishing
teamwork and identifying common goals, team building and proper staff
selection.
- Increased profits by 30% over 3years by reducing labor cost by 13% and
operating expenses by 5%.
- Reduced overall turnover from 100% annually to 70% through proper
training, rewards, and recognition.
- Recognized as Manager of the year by senior management.
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