Customer Service Manager

Summary of Qualifications

Extremely motivated and innovative professional with a broad range of

experience in fast-paced customer focused environments and the following

broad-based competencies:

BUDGET MANAGEMENT

EMPLOYEE RELATIONS

PROJECT MANAGEMENT

CONSULTING

MENTORING

RECRUITING

PROGRAM IMPLEMENTATION

TRAINING AND DEVELOPMENT

PERFORMANCE MANAGEMENT

. EXTREMELY VERSATILE, RESULTS-DRIVEN INDIVIDUAL, WITH AN EXCELLENT

RECORD OF MANAGING MULTIPLE, SHIFTING PRIORITIES AMONG CUSTOMERS AND

EMPLOYEES.

. STRONG SKILLS IN INSTRUCTING, DIRECTING, MOTIVATING AND COORDINATING

PEOPLE WITH EXCEPTIONAL INTERPERSONAL, WRITTEN AND VERBAL

COMMUNICATION SKILLS.

. COMPUTER PROFICIENCY INCLUDES WINDOWS XP OPERATING SYSTEMS AND THE

MICROSOFT OFFICE SUITE OF PROGRAMS INCLUDING WORD, EXCEL, POWERPOINT

AND PUBLISHER.

PROFESSIONAL EXPERIENCE

The Fresh Market-Destin, FL

November 2008- present

Assistant Store Manager

Hired into fast track program to be promoted to Store manager. Thus far

have help operation to where store has gone from sales decreases to

increases consistently every month and generating profitability and market

share. Store is performing well and moving up the ranks in the company

expectation categories.

Vista Research Inc. - New York, NY

September 2008-Present

Retail Consultant Contractor

Selected by Vista research for my experience in the retail grocery industry

which I will be called upon by their clients and consult with them and

offer them information and insight on what I see happening in trends and

industry issues and what I experienced in what works and what does not

giving them some ideas on how to improve their business.

Winn-Dixie-Fort Walton Beach Florida

February 2007-September 2008

Store Director

Selected to turn around failing operation. Accepted position and offer to

move closer to family members and a better job opportunity. Store was

showing a 150,000.00 shortage in revenue with accruals before I took over

the store.

Currently I am now serving as a trouble shooter for company working in

various stores and no longer store director at the Fort Walton store. How

ever while at the Fort Walton store I achieved the following.

In one year I turned around store from 150,000.00 short with accruals to

13,000.00 short with accruals.

Improved store presentation, merchandising, and standards that contributed

to the stores success.

Store fresh check audits improved from a 78% score to a 96% the first year

I took over the store.

Store standards and customer service surveys improved as well with an

improvement ranking in the district from 16th out of 20 stores to 4th.

The store has achieved the BEST QUARTER reports since ten years ago thus

showing an upturn in performance.

No Frills Super Markets -Denison, Iowa

June 2005-February2007

STORE DIRECTOR

Selected to help turn around failing operation with 9 direct reports and 56

employees.

Guided store to increase sales volume and cut revenue losses.

Improved store merchandising and store conditions as well as employee

moral.

Created more customer friendly displays for a better shopping experience.

Generated more store and company exposure with more aggressive marketing to

increase sales.

PLAZA FOODS (PANHANDLE COOP) - SCOTTSBLUFF, NEBRASKA

JUNE 2004-APRIL 2005

STORE MANAGER

Selected to direct all operations for a 45,000 ft2 store, which is the

second largest grocery store in the market with a full service pharmacy and

floral department. Daily activities included touring grocery store areas

before, during and before leaving for the day and meeting with managers and

associates to troubleshoot inventory, personnel and customer concerns.

Respond to all email and voice mail questions and concerns, prepare sales

reports, ensure inventory control of all goods, assist with advertising and

promotions and conduct vendors meetings.

. Directly supervise 10 department managers and 60 part-time and full-time

associates.

. Utilized expertise in retail management to increase average weekly sales

from $274,000 to $289,000 in just a few short months by changing

advertising formats, improving store cleanliness and merchandising,

emphasizing open communication amongst associates and management with

clientele and implementing direct buying through drop shipping to enhance

competitiveness in the market.

Nash Finch - Scottsbluff, Nebraska

July 2003-June 2004

STORE DIRECTOR

Hired on to provide management of all store operations with full profit and

loss responsibility for a large retail store chain consisting of over 80

grocery stores. Responsibilities included opening and closing store;

evaluating previous day's sales results and compiling weekly and monthly

sales targets; and providing all aspects of personnel management including

recruiting, interviewing, hiring and training qualified associates and

managers.

. Proactively managed team of seven Department managers and 30 other full-

time and part-time associates.

. Significantly reduced costs by $400,000 within 10 months of hiring by

eliminating redundant and unnecessary personnel positions, developing and

implementing a preventive maintenance schedule to ensure continuous

operations and enhancing store aesthetics and atmosphere.

. Retained control of store operations in Scottsbluff, Nebraska, which

reduced costs by $400,000 over previous year's results.

Wal-Mart - South Lincoln, Nebraska

May 2001-July 2003

Assistant Manager

Chosen to assist in the management of a full service retail and grocery and

general merchandise store including front end operations such as customer

service. Performed recruiting of team of qualified candidates,

interviewing and training to create a cohesive and effective workforce.

Responsible for front-end operations, customer service, bank deposits,

security, stockers and truck un-loaders. Ensured productivity of staff and

store sales by maintaining adequate in stock and ensuring daily truck stock

was ran to fill shelves.

. Established and implemented monthly meetings with associates to establish

goals and objectives resulting in increased productivity and decreased

labor costs.

. Received "Grocery Master Merchant" Award in August 2002, given to only

one Assistant Manager, for exceeding sales and profitability objectives

and maintaining exceptionally clean and well merchandised departments and

a safe environment with proper safety enforcement.

. Guided operation to a 55% increase in sales from grand opening of the

grocery division of the store through the first full fiscal year

including profitability after the first month of operation by utilizing

expertise in produce to maintain fresh produce as well as proving

sampling, special displays and special buy promotions.

Menards - Sioux City, Iowa

November 1998-July2000

Assistant Electrical Manager

Selected to manage personnel in providing exceptional customer service for

the nation's third largest home improvement retail company. Daily

activities included customer support, attending to special orders and

monitoring and maintaining inventory. Additional responsibilities included

working in the Hardware and Millwork departments; designing kitchens for

customers; ordering to their specifications as well as special order doors

and windows in the Mil Work department; and similar activities in the

hardware department.

. Supervised activities of three full-time employees and five part-time

employees.

. Continuously updated procedures with the newest technology to provide

exceptional customer service and technology support and satisfaction.

Dollar General - Sioux City, Iowa

May 1997-November 1998

ASSISTANT DISTRICT MANAGER

Earned fast track promotion to Certified Training Manager to manage

operations at a 4,300 ft2 facility within six months of hiring based on

outstanding success rate of sales and profitability of store operations.

Additional responsibilities included assisting District Manager with the

supervision and operational procedures to ensure compliance with company

guidelines and activities of eight regional stores. Provided personnel

management at each store by interviewing, hiring and training Store

managers and their crews.

. Dramatically increased sales from $900,000 to $1,500,000 within the first

fiscal year guiding the store from 20th in the District to the #1 retail

store by improving store cleanliness, in stock of merchandise and

inventory control, merchandising and employee morale which coincided with

increased customer relations and service.

Combined Insurance Company - Sioux City, Iowa

January 1997-May 1997

INSURANCE AGENT

Chosen to provide insurance products to existing clients and solicit

potential clients to develop new client accounts. Consistently met or

exceeded weekly sales quotas by gaining extensive product knowledge and

disseminating information to clientele to improve business from satisfied

clients. Won the gold PAL award for sales achievement during training.

Hy-Vee Food Stores Incorporated - Sioux City, Iowa

PRODUCE MANAGER NOVEMBER 1985 - DECEMBER 1996

Earned promotion to provide quality control, merchandising, personnel

training and scheduling with sole responsibility for profits and losses.

Ordered produce, supervised customer service and developed weekly and

yearly sales and profit projections.

. Established goal to be one of the largest Garden Centers and succeeded in

operating a garden center that increased 146% over a year by direct

buying from nursery growers, soil producers and garden suppliers while

selling over eight semi-trailer loads of various soils and landscaping

materials and three semi-trailer loads of trees and shrubs.

Assistant Manager October 1975 - November 1985

. Recruited to order, merchandise, rotate products and assist Produce

Manager with various operations. Exemplified hard work ethic by

performing tasks more rapidly than expected while maintaining high

quality of services. Provided presentations and merchandising for the

department and superior customer support.

Education and Professional Certifications

Wal-Mart Leadership Training - Kansas City, Missouri

Management Skills 2002

FMDS 2002

Menards - Eau, Wisconsin

Millwork Certification 2000

Dollar General - St. Louis, Missouri

Certified Management Training 1998

Cornell University Home Study Program - Ithaca, New York

Grocery Store Management and Operations Certification 1996

Business Math and Fundamentals Certification 1996

Food Store Sanitation Certification 1996

Produce Department Management and Operations Certification 1995

NEWTON SENIOR HIGH- Newton, IA

1977

Graduated with Diploma

AWARDS

Wal Mart - Lincoln, Nebraska

Master Merchant Award

2002

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