Customer Service Sales

ROBERT D. BRUCE

*** ********* *** ? Springboro, Ohio 45066

937-***-**** (Home) ? abm48t@r.postjobfree.com

AWARD-WINNING SALES & OPERATIONS MANAGER

Summary: Superior team leader, driving exceptional performance results in

sales, profitability, and team engagement/retention, while contributing to

a consistently competitive market. Senior leader with13-years management

in a Fortune 500 retailer. Career distinguished by accelerated

advancement, awards, and goal-surpassing performance-to-plan.

Key Skills:

P&L Management Customer Service Excellence P&L Management

Budgeting Planning Merchandising

Cost Controls Teambuilding/Training/Superv Strategies

Procurement ision Strategic Planning

Inventory Management & Safety & Compliance

Control

Warehouse Management

PROFESSIONAL BACKGROUND

THE HOME DEPOT, Southwest Ohio 2005 -

Present

Leading discount home improvement retailer, ranked #25 on the Fortune 500.

Store Manager, Sales and Operations

Oversee sales and operations in a $25M/yr, 125-employee, big-box retail

store with $6M in-stock inventory. Direct all departments (hard lines,

soft lines, installations, and contractor sales) to meet sales and customer

objectives. Responsible for Human Resources (including staffing,

performance management, turnover, diversity goals, and promotions). Enforce

merchandising and loss control strategies. Execute corporate programs,

promotions and policies. Highly focused on driving optimal customer

satisfaction, associate productivity and financial results.

Key Accomplishments:

. Successfully managed store to achieve 17% above profit plan in 2008.

Fourth in 130 stores in Ohio Valley Region; Awarded "Most Profitable

Store" in Cincinnati 2008.

. Named "District Operations Captain" 2006- Present. Oversight and

Management of district training on in-stock processes, transfers,

ordering, receiving and information technology.

. Elevated Forest Park, OH store to #1 Customer Service rating in 2008

within SW Ohio district.

. Reduced overall store shrink from 1.41% to .99% within duration, and

increased bottom line profit.

. Improved overall store appearance and merchandizing by: Minimizing the

product in aisles; Improving operational processes, and; Continually

training Associates on superior Customer Service and product procedures.

Delivered environment for an exceptional overall shopping experience for

each customer.

. Excelled in building and motivating Management and Associate teams.

Developed skills of entry-level Associates to promote into leadership

positions, and quickly became a trainer for new Store Managers.

. Increased in-stock product status from 96% to over 99.5% with 40,000+

inventory items helping to increase top line sales to 12% over plan in

2008.

. Participated in company sponsored community improvement projects

including Hometown Huddle, KABOOM, Habitat for Humanity, Repair/Prepare

Affair. Sponsored in store clinics for such groups as NAWIC, Cub Scouts

of America, and Boy Scouts of America.

Division Learning Manager-Southwest Ohio

2004-2005

Responsible for management, coordination and delilvery of training and

staff development programs for Home Depot Associates, Managers, and other

employees.

Key Accomplishments:

. Supported Store Management in achieving district's training and

development objectives; together with management prepared specific goals

and objectives for training. Ensured compliance with legally mandated and

company mandated training requirements.

. Conducted needs analysis studies to identify operational deficiencies

and determine training needs and approaches.

Robert D. Bruce Page 2

. Formulated training policies, programs and schedules, based on knowledge

of indentified training needs and company services or product lines.

. Organized and developed training manuals, reference library materials,

testing and evaluation procedures, multimedia visual aids, and other

educational materials.

. Trained Instructors in effective techniques for training employees, such

as: New Employee Orientation; on the job training; health and safety

practices; supervisory development; changes in policies, procedures and

technologies.

. Selected appropriate instructional procedures or methods, such as

individual training, group instruction, self study, lectures,

demonstrations, simulation exercises, role playing and computer based

training.

. Increased training cirriculum execution by approxomately 25% in over 30

stores.

. Organized and lead Manager Forums for 250+ Assistant Store Managers.

Developed the conference agenda and timelines, coordinated Management

Presenters; overall conference logistics and presentation materials.

Assistant Store Manager-Denver CO/Southwest Ohio

2000-2004

Assisted Store Manager with sales of $25 Million annual revenue.

Responsible for development of strategies and objectives to drive sales and

profitability. Provide leadership to Associates, analyze customer trends,

solve problems.

Key Accomplishments:

. Responsible for all aspects of management for 50-75 Associates within 7

departments, and management of $3 million dollars in inventory.

. Maintained department profitability through analysis, trend

identification and responding to identified problems. Coordinated

merchandising maintenance for multiple departments. Followed Operational

procedures for opening and closing sales areas.

. Performed recruiting, interviewing and recommended qualified candidates

to Store Manager.

. Introduced an "add on sale" index card process which helped top line

sales by coaching Associates on add on items to sell to customers.

. Created a "sales meter" that was instituted across the district and

allowed Management to communicate the daily and weekly goals to

Associates.

. Communicated ongoing Home Depot store objectives to Associates.

Motivated, coached, trained, and developed Associates.

Department Supervisor-Denver, Co

1998-2000

Developed successful sales plans to grow department profitability. Managed

department merchandise levels and appearance. Enforced loss prevention

policies and awareness to control external shrinkage.

Key Accomplishments:

. Maintained Highest Volume Flooring Department in Western Division.

. Managed up to 23 Associates and responsible for 100% execution of

customer service, training, customer clinics, and product knowledge.

. Trained 5 Associates who were promoted within18 months to Department

Supervisor roles.

. Awarded "Department Supervisor of the Month" four times.

Sales Associate-Denver Colorado

1996-1998

Key Accomplishments:

. Provided Superior Customer Service to all customers within store.

. Taught "How to Customer Clinics" on flooring to upwards of 30

customers

. Maintained excellent follow up to all customers including

installations.

. Was consistently in top ranks of sales Associates within flooring

department.

EDUCATION / TRAINING

Indiana University, School of Business

1993-1995

Dale Carnegie Course:Effective communications and human relations

1995

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