Customer Service Manager

John J. Prawlocki

*** ******** **** 407-***-****

Windermere, FL. 34786 **********@*****.***

SUMMARY

Senior retail executive with extensive experience and positive results in

sales, merchandising, retail and financial operations, customer service and

staff development. Strong organizational skills, very detail oriented, and

presenting a keen sense of humor promoting high morale and productivity.

Special abilities in strategic planning, process development, retail

operations, and building relationships resulting in

Region of the Year Awards, Warm Weather Strategy Program, Geoffrey Fund,

and Spanish Product Programs.

PROFESSIONAL EXPERIENCE

St. Stephen's Orthodox Church, Longwood, FL

2003-Present

Consultant/Auditor, 2003-Present

. Consultant: analyzing and developing operational efficiency during

challenging times.

. Organized and completely restructured Bookstore.

. Financial/Budget Committee: created budget and solutions by analyzing

income and expenses.

. Auditor of all financial records for the past six years.

. Developed and continue to administer communications including Church

Directory, E-Mail information, Greeter Program, and Communication

boards and reports.

TOYS "R" US, Wayne, NJ 1977-2007

Regional Vice President, 1999-2007

Directed full P&L responsibility and team development for $866M sales; 108

stores in Southeast Region including seven states, 15 direct reports and

256 store management.

. Directed the Region to a #1 National ranking (Region of the Year)

three times in the last 5 years based on P & L, dashboard metrics,

above and beyond performance. (200*-****-****).

. Enhanced Customer Service Satisfaction level consistently, ranking in

top three within the company for the past five years (2001-2006).

. Coordinated LMS (Learning Management Skills) programs that positively

affected associate training/morale and increased customer

satisfaction.

. Reduced shrink by meeting budget 11 of 12 years creating an awareness

for all associates to take ownership in reducing store losses.

. Demonstrated ability to streamline operations by increasing regional

productivity (payroll controls; store contributions) and profitability

(earnings @ 5.3% and EBITDA @ 8.0% to sales).

. Created and administered numerous Hurricane relief programs and

assisted in re-opening and closing stores.

. Selected as one of two field representatives on the Corporate MRP (Mid

Range Planning) Committee in 2006 for strategic planning through 2010.

. Impacted Operational Metrics (12 categories); consistently in the top

three regions over 5 years.

. Promoted diversity in recruiting results so that staff mirrored

geographic region which helped Toys to promote career opportunities.

. Created a Succession Planning Program for effective placement of staff

resulting in 29 promotions beyond Store Manager since 1985.

. Consolidated the Atlanta staff to Orlando; closed the Orlando

Distribution Center. Major reorganization with cost cutting effects.

. Pioneered the Warm Market Strategy and assisted corporate purchasing

by impacting in-stocks (Key Item Program) so that high demand items

were kept in stock, thereby increasing revenue.

. Impacted sales through creative merchandising, store management

ownership, product knowledge training, and scheduling effectiveness.

JOHN PRAWLOCKI

PAGE 2

. Personally encouraged an organizational culture that focused on

customer service and leadership that resulted in enhanced support from

associates and management.

General Manager, 1985-1999

Directed full P&L responsibility and team development for $420M sales; 51

Florida stores including Puerto Rico; 10 direct reports and 153 store

management. In 2006, Puerto Rico Stores generated $48M in revenue.

. Expanded market from 14 stores to 51 stores in 12 years: site

selection, store construction, fixturing, staffing and team

development (1987-1999).

. Accountability with direct reports: Loss Prevention, Office Manager,

Distribution Center, Human Resources and Inventory Control

. Consolidated Miami Distribution center to Orlando.

. Coordinated the opening of the four stores in Puerto Rico (1989) to

include site selection, DACO laws, island regulations, purchasing of

5% island product, office set up and staffing. Plaza Las Americas

store in Top 3 in sales in past three years.

. Continuous upgrading of staff with 21 promotions to upper level

management (1985-1999).

. Opened the North Carolina/South Carolina market (1985-87) with 10

stores in the first two years that included all office and DC staffing

with a 250k sq. ft. distribution center. Full P&L responsibility.

Area Director and Supervisor of Stores: Philadelphia,1981-1985 (New Market

Entry); Store Manager: Detroit, 1977-1981

. Supervised five Supervisors covering 28 stores and opened a new

office.

. Emphasized store appearance, P&L, shrink, customer service and staff

development.

. Coordinated the Merchandise Flow Program with Inventory Control

(compete with Kiddie City).

Director of Housing/Residence Halls @ University of Detroit. 1974-1976

Assistant Director of Housing @ Illinois State University. 1971-1974

AWARDS-HONORS-ACCOMPLISHMENTS

. Corporate Mid Range Planning (MPR) Committee: one of two field

representatives selected for strategic planning through 2010.

. Region of the Year: 200*-****-****.

. Recognition Award for Hurricane Relief (2005, 2004).

. Customer Satisfaction Award: Region of Year (200*-****-****).

. Publication involvement for Standards for Excellence 2006.

. Warm Weather Strategy Committee 2005 (authored).

. Established the Geoffrey Fund 1992; personal loss relief from

Hurricane Andrew.

. Instituted a Spanish Product Program 2001.

TRAINING

. eRoster: Scheduling Effectiveness to include OHSC 2004.

. eLearning: LMS (Learning Management Skills) 2005

. EMS (Effective Management Skill) trainer 2004.

. Myers Briggs Survey 2005.

. Sean Delaney Leadership Training 2000.

. Personnel Decisions: Successful Organization 1993

. Managing Diversity in the Work Place trainer 1992.

EDUCATION

M.Ed., Personnel, Guidance and Counseling, Ohio

University, Athens, Ohio

B.S., Math Education, SUNY at Brockport, Brockport, New

York

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