Customer Service Manager

Christopher C. Hettler

*** ******** **** ? Canton, GA 30114

Home: 678-***-**** ? Mobile: 770-***-****

********@*****.***

Summary Results-driven, customer-centered manager with 8+ years

experience in store management and supervisory positions.

Verifiable talent for maintaining profitable retail

operations, with success in capitalizing on growth

opportunities, implementing promotional/marketing

strategies, and upholding fiscal integrity. Articulate

communicator and effective training skilled in achieving

employee buy-in on organizational goals. Respected,

trusted manager who upholds the highest ethical

standards.

Areas of

Expertise Operations Management

Financial Analysis

Inventory Control/Shrinkage

Training Program Design

Customer Service/Loyalty

Performance Management

Staff Training & Mentoring

Visual Merchandising

Marketing and Advertising

Sales Analysis and Forecasting

Loss Prevention/Security

Budgetary Analysis and Regulation

Experience INKSTOP 2007-2009

Store Manager/Training Manager

Manage store operations in the following areas:

operations, customer service, human resources,

operational and product knowledge training, business

development and employee development, fiscal planning and

budgetary forecasting, sales analysis, marketing,

financial reporting

Responsible for all fiscal analysis of business,

including payroll forecasting, sales forecasting/analysis

and budgetary spending

Develop and implement training program to Atlanta market

Aid in store set up from the ground up for 10 out of 14

new stores in the Atlanta market

Operate top performing store in the Atlanta market in all

company focused areas

Actively involved in marketing of a new business to a new

market. Through personal grass roots marketing

implementation

Manage day-to-day activities of a sales floor with a

multi-million dollar inventory, as well as drive sales

and company initiatives

OFFICE DEPOT 2005-2007

Assistant Store Manager/Operations Manager

Manage and supervised store operations in the following

areas: daily business and customer flow, Fanatical

Customer Service Program, human resources, motivational

training, business development, budgetary planning

strategies, service and sales/incentive programs,

business to business marketing

Developed sales training programs and customer focus

programs to increase sales in technology department

Assisted in improving department and store sales from a

$75,000 loss to $25,000 profit by end of fiscal year

Responsible for financial analysis, budgetary spending

and inventory replenishment of a store which grossed over

$2.5 million dollars each year.

Consistently recognized for top sales performance in

customer service/sales programs

Oversaw all aspects of a store with over $2 million

dollars in inventory

BLOCKBUSTER VIDEO 2003-2005

Store Manager

Managed and supervised store operations in the following

areas: financial accountability, quality customer service

(problem resolution/social diplomacy), vendor relations,

supply management, property management and store

maintenance, loss prevention and safety compliance, sales

and marketing

Promoted from Assistant Store Manager to Store Manager

after one year of service

Assigned to district's most underperforming store, and,

after one year, store was recognized as top performer in

all company sales/service programs

Recognized as "Rookie of the Year" at store mangers'

annual meeting

Acknowledged as top performing store in sale and customer

service during tenure

GEORGIA THEATRE COMPANY 1995-2003

General Manager

Supervised and managed theatre operations in following

areas: floor operations (theatre operations), concession

management, box office accountability, quality customer

service, vendor relations and supply management, property

management and maintenance, operation of multi-million

dollar equipment, human resource management, including

budgetary controls

Developed and trained as many as 30 employees on a yearly

basis.

Managed company's top-performing location

Responsible for revenue controls and accountability

Repeatedly achieved and exceeded sales goals and customer

service expectations

Education KENNESAW STATE UNIVERSITY

Bachelors Degree in Sports Management

4 year recipient of HOPE Scholarship

Skills

Proficient with Microsoft Office: Excel, Word, Outlook,

Power Point; Publisher; Adobe; 10- key; knowledge of fax

and copier usage

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