Customer Service Manager

James D. Watkins

**** *. ***** ***** **., Brown Deer, Wisconsin 53223

414-***-**** **********@***.***

Director of Retail Operations / Retail Store Manager

Nineteen year retail operations professional with experience overseeing multi-shift retail operations in areas of

sales reporting and analysis, payroll processing, customer service management, vendor relations, warehousing

and receiving, inventory control and loss prevention/ shrink reduction, display and seasonal merchandising and

planograms.

Professional Experience

Osco Drug Stores-CVS/pharmacy, Milwaukee, WI 8/1998-6/2010

Store Manager

Received a promotion to Store Manager assigned to manage the Brookfield, Wisconsin location; implemented

tighter loss prevention controls and increased stores sales growth by double digits on a regular basis.

• Managed the Milwaukee, WI location; increased weekly sales by over 125%. Received company’s

Service Store of the Year award out of over 200+ stores in 2003. Received Zero Store Complaint

Award in 2006 and Million Dollar Club Award in 2009.

• Successfully closed store location after given three weeks’ notice by corporate office after lease was not

renewed. Successfully inventoried, transferred and moved over $750,000 in merchandise in that time

frame to other area stores.

• Managed the Wauwatosa, Wisconsin location with weekly sales volumes in excess of $160,000.

• Supervised 30+ Wauwatosa store associates including assistant managers, shift supervisors, sales

associates, head cashiers and Pharmacy/Photo department staff.

• Successfully completed a store remodel in 2007 within a three and one half week time frame.

• Ensured each store’s overall appearance and shoppability through a knowledgeable staff, excellent

service, well stocked in-aisle merchandising including completion of all seasonal resets.

• Utilized IBM Smart System and scanning technology for POS and financial management functions

including budgeting, sales analysis, forecasting and reporting, weekly payroll and staff management.

Osco Drug, Illinois and Wisconsin 1990-1998

Operations Manager (December 1994-August 1998)

Assistant Manager (August 1990-December 1994)

Co-managed store operations with weekly sales in excess of $100,000.

• Supervised 30+ associates in areas of assignment delegation and supervision, including hourly

supervisors, service associates, head cashiers, cosmetician and Pharmacy/Photo department staff.

Verified accuracy and delivery of night deposits of store to local banks.

• Oversaw inventory control and vendor relations; supervised multiple weekly truckloads of merchandise.

• Ensured a well- stocked store with responsibility for the maintenance of store endcaps displaying aisle

specific items and promotional merchandise in accordance with company merchandising plans.

• Coordinated and organized pharmacy records and purchased inventory from various pharmacy buyouts

to ensure customer service and sell through of acquired merchandise.

Education

The University of Iowa, Iowa City, Iowa

B.A. Political Science

Minor- Sociology

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