Customer Service Manager

***** **** **** ****** **** **

San Leandro, CA **578

Cell: 619-***-****

E-Mail: ******-******@*******.***

Web Site: h ttp://robertleeheller.com/home

Robert Heller

General Manager - District Manager – Retail Manager

Vision Strategy Execution Results

CORE COM PE TENC I ES

Store operations and

i mprovement

Workforce management

Benchmarking and goal

setting

Excellent customer service

Customer experience

i mprovement

Merchandise systems, buying,

p lanning, allocation and

vendor mgt

Inventory management and

SKU rationalization

Distribution, logistics,

t ransportation, and

operations

Supply chain assessment and

optimization

Organizational review and

restructure

Store design and layout

Vision: V isionary store operations, inventory management, customer improvement and human

resource development professional with a r ich background in retail environments. Recognized as

a h ighly principled, strong leader who delivers by embracing strategies that drive millions of

dollars in revenue and profit growth.

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R. Hel ler

S trategy: Strategic thinker with know-how to drive profits and effectively implement the

v ision and core values of a corporate philosophy.

Execution: A h ighly motivated manager with the skills to plan and organize the execution of a

company vision and strategy in order to achieve business goals and ensure the longevity of the

organization.

Results: A ttain positive results th rough the vision, strategy and execution theory that ensure

p rofits and financial growth.

PROFESSIONAL EXPER I ENCE

Assistant M anager of University Stores, University of California San Francisco - 500 Parnassus

Avenue, San Francisco, CA 94143, December 2007 to August 2009

Duties are as listed below under The Staffing Solutions Group. The University bought out my contract with The

Staffing Solutions Group and I received a full time career appointment with the University.

Consultant: The Staffing Solutions Group, Pleasant H ills, CA, Client: University of

California San Francisco, 500 Parnassus Avenue, San Francisco, CA 94143, March 2007 to December 2007

Responsibilities:

• Accountable for multiple store operations and buying product selection.

• Total sales volume $14,000,000 annually.

• Responsible for hiring and terminations.

• Oversee multiple store marketing and promotions.

• Manage the storage, shipping and receiving area for general merchandise.

• Work with all 5 Associate Deans of School Affairs regarding graduation regalia and creating/designing school

p romotional product.

• Report directly to the Manager of University Stores.

• Oversee product marketing and signage development for all University Stores.

Accomplishments:

• Worked with design companies to develop plans for the University Store renovation. This includes store layout,

f ixture design, selection of materials for store fixtures, etc.

• Helped to develop the budget for fiscal year 09/10.

• Developed and planned with the University Store Manager the concept and layout of the University

Store remodel.

• Created an open to buy to control inventory levels and product turn.

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R. Hel ler

B usiness Development and M a rketing Manager, Pacific Gateway Concessions, San

F rancisco International Airport, 207 Lawrence Avenue, South San Francisco, CA 94080, March 2006 to September

2006

Responsibilities:

• Worked with Managing Members to create RFP’s to win bids for retail concessions at airports.

• Created advertisements to market the company in airport industry trade magazines.

• Updated board members on RFP retail opportunities at airports throughout the United States.

• Created power point presentation to present to perspective airport authorities.

• Visited airports to meet with airport authorities and walk and review property as well as request information

on perspective retail concession sites.

• Extensive use of MS Word and MS Excel

General Manager, Pacific Gateway Concessions, December 2000 to March 2006

Responsibilities:

• Accountable for the overall operational functions of 24 gift-news and specialty retail locations at the San

F rancisco International Airport, i.e. profitability, staffing, product mix, merchandise presentation, budget

analysis, etc. Total Sq. Ft. of all stores was 24,000 with an annual sales volume of $25,000,000.

• Manage and direct a staff of 125 union and nonunion employees.

• Administer areas of Human Resources including hiring, payroll and benefits accrual.

• Maintain and ensure good will relationships with the Concessions Development and Management Department

a t San Francisco Airport.

• Responsible for all loss prevention, i.e. working with a secret shopping service, having security camera tapes

v iewed as well as ensuring a higher awareness with associates of potential internal and external shrinkage

issues. Loss Prevention/IT Manager is responsible for the daily operation of this department.

• Report directly to the corporate board of managing members.

• Work with the business development and marketing team to expand the operation and win new contracts in

other airports.

• Maintain budget goals for gross margin and revenue by having product reviews and analyzing department

sales per square foot within each cost center and the company as a whole.

• Develop fiscal budget and gave monthly financial stability reports to the board of managing members.

• Created and developed proposals for RFP’s, Request for Proposals, to airport authorities for potential wins for

new store leases.

Accomplishments:

• Created and developed a t raining program for the management team and sales associates to ensure a

succession plan is in place for the company. Examples of management workshops include training on coaching

and counseling, the progressive discipline process, visual merchandising concepts, time management skills, etc.

• Developed a t raining class to improve the skills of our sales associates in the area of customer service, which

has generated revenue increases for the company.

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R. Hel ler

• Created an 800 number for customer service issues. This has helped to improve the overall passenger service

g iven by sales associates and has allowed our company a quicker response rate to patron concerns and ensure

customer issues do not escalate.

• Implemented a toll free number that associates may anonymously call for any concerns regarding unethical

activity.

• Created advertisements for the Airport Revenue News magazine marketing our company image at SFO, which

has produced new vendor contacts and relationships with other airport authorities for potential business

g rowth and expansion.

• Designed and approved new storefront signage and work with architectural firms on new store development

and retail space layouts.

• Have developed the business from 14 stores in 2000 to 24 stores.

D istrict M anager (Southern California, Arizona and Nevada), 3200 Windy Hill

Road Suite 1600 West Tower 16th Floor, Atlanta, GA 30339, March 2000 to November 2000

Responsibilities:

• Effectively managed 23 hotel specialty gift and news stores in the states of California, Nevada and Arizona.

• Insured all stores were in compliance with corporate policies, procedures, visual presentation, plan-o-grams,

etc.

• Met with hotel property management to ensure strong relationships were maintained between hotel General

M anagers and W.H. Smith for renewal of store lease agreements.

• Worked with corporate buyers to develop regional product mix; i.e. resort wear, accessories, souvenirs, etc.

• Transitioned acquired Hazelwood hotel stores into W.H. Smith gift stores within district.

• Managed 23 store managers with a district staff of 140 employees.

• Submitted for approval corporate budget by department for district.

• Reported directly to the Regional Vice President of Operations.

Buyer, Crews of California, Los Angeles In ternational Airport, October 1997 to March 2000

Responsibilities:

• Responsible for overall effective management of product mix, gross margin, inventory control and open-to-buy.

• Developed and implemented a successful Plan-O-Gram procedure as well as setting model stock levels for

automatic inventory replenishment in each cost center, which increased revenue and assisted the Store

M anagers in maintaining the merchandise presentation within each location.

Skills:

MS Word

MS Excel

Power Point

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R. Hel ler

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