Customer Service Manager
Resume:
Greg Petropoulos
Sewanee, Tennessee 37375
931-***-**** (h)
****************@*******.***
Sales Management
Performance Enhancements ~ Inventory Upgrades ~ Operational Turnarounds ~
Special Projects
An accomplished retail manager bringing over a decade's experience in store
operations and regional special projects within highly specialized
environments. Adept at managing in highly sophisticated atmospheres,
guiding entry-level and management workforces, building consensus,
managing partnerships and building marketing alliances. Major areas of
skill:
Talent Development Effective Communication Facilities
Management
Staff Training Competitive Analysis Business Plan
Development
Team Leadership HR Management Financial Reporting
MS Office (Word, Excel, PowerPoint, Access) Adobe (Acrobat, Photoshop,
Lightroom)
Professional Highlights.
The Estate of Cindy Hamel - Tolland, Connecticut
2005 to 2009
Care Giver
Provided four years of daily care for a terminal cancer patient.
Wesleyan University (FHEG), Middletown, Connecticut
December 2003 - October 2005
Store Manager
Guided the Broadstreet Bookstore transition from private to university
ownership, with accountability for campus and community sales in a
geographically challenging location. Oversaw full time staff of 14, part
time student staff of 20 with revenues of $2.1-million.
o Retrained existing staff in all aspects of store operations including,
financial accounting, shipping & receiving, inventory management, loss
prevention, opening & closing procedures, customer service, online sales,
and corporate reporting and communications.
o Addressed major branded apparel issues (wrong hues, wrong fonts), lack of
theft deterrent tagging and a cumbersome paper-based inventory management
system. Ultimately reduced inventory "shrink" by over 25%.
o Oversaw renewed marketing efforts, including billboards, radio,
participation in campus and community events and promotional efforts
featuring select authors and artists.
o Maintained strong Customer Service levels as measured by corporate Secret
Shopper visits.
Follett Higher Education Group - Sewanee, Tennessee
March 2003 - December 2003
Assistant Regional Manager
Provided professional leadership and managerial assistance to various
Regional Managers, acting as "project fireman" for operational turnarounds
and new store openings. Reported to the Group Vice President, with project
samples as follows:
o Directed the new store opening for Columbia College in South Carolina,
overseeing staff evaluations and hiring, merchandising, Point-of-Sale
installations and operational integration with the university.
o Completed the re-merchandising of the North Carolina Central University's
newly re-designed operations.
o Gained exceptional experience in crisis management and conflict
resolution working with store staff after the termination by the
Administration of the popular store manager.
o Re-habilitated operations at Kentucky State University plagued with
apathetic management. Oversaw significant book returns, inventory re-
allocations and staff performance enhancements.
University of the South, Sewanee (FHEG) - Sewanee, Tennessee
July 2000 - March 2003
Store Manager
Recruited to provide a "Non-Follett" presence at the exclusive private
school's bookstore, maintain cultural traditions and improve the trade book
selections. Oversaw $1.9-million in sales, a 12-person full time staff and
a 20-person part time student staff.
o Produced an 18% increase in trade book sales during the first year, from
$355,000 to $402,000; grew to $441,000 by the end of 2002. Improved used
text ratio from only 35% in 2000 to over 50% by 2001 and sustained that
level through 2003.
o Eliminated over $250,000 in dead inventory, negotiating returns with
major publishers and staging major mark-down sales.
o Eliminated unresolved conflicts with University Print Services and
Communications departments while establishing strong working
relationships with Admissions and Alumni Offices.
o Countered Follett's national "Trend Right" initiative, collaborating with
Alumni, Faculty & Staff, and student populations to maintain apparel
lines and accessories branded with school colors and traditional styles.
o Provided sales and marketing leadership, involving the bookstore with the
annual Sewanee Writers Conference and representing the University at the
Southern Festival of Books in Nashville.
o Oversaw staff training and development, established and managed the
annual budget and maintained relations with the academic staff.
Graduate Theological Union - Berkeley, California
February 1998 - June 2000
Store Manager - San Francisco Theological Seminary Bookstore
Recruited to reposition the product offerings for the San Francisco branch
of the Graduate Theological Union's (GTU) bookstore division, one of the
largest theological bookstores in the nation, and address denominational
issues in the inventory. Concurrently enrolled in GTU's doctoral program.
o Repositioned and re-adjusted the inventory to meet the more course-
specific course requirements of the Presbyterian flavor of the campus,
including a strong emphasis on trade books. Increased profits over 1000%
though better inventory selection and shrink controls.
o Oversaw the installation of a new Point-of-Sale system that identified
tens-of-thousands of dollars in stale inventory and shrink.
o Repositioned the consumer products (sweatshirts, tee-shirts and branded
accessories).
o Developed selling strategies to counter the emergence of Amazon.com.
o Oversaw an upgrade in facilities appearance and hygiene, including rodent
controls.
o Managed student labor, including international students; created long-
term plans for store operations, developed annual budgets, established
hours of operation and maintained strong relationships with both staff
and faculty.
Education
PhD (ABD) - History of Religion Bachelor of Arts,
Communications
Graduate Theological Union - Berkeley, California Bowling Green State
University - Bowling Green, OH
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