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Customer Service Manager

Location:
Florence, AZ, 85132
Posted:
June 07, 2010

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Resume:

MARK BOSTROM **** Shelby Road . Lynnwood, WA *****

425-***-**** . abmoo5@r.postjobfree.com

TARGET: DISTRICT MANAGER / STORE DIRECTOR

Effective, deeply experienced "big box" retail management professional:

. Achievements include creation of new profit centers, opening and

expanding retail supercenters, and consistently exceeding performance

goals at store, district, and corporate levels. Proven skills in

strategic planning, business development, and retail store operations.

. Build retail management teams marked by award-winning customer

satisfaction and P&L ratings, personal initiative, and low turnover.

Known for fairness and leadership by example.

. Highly effective at training and developing candidates for store

management and district management roles.

. In-depth knowledge of markets and suppliers throughout Pacific

Northwest region.

. Outstanding communication and interpersonal skills. Establish and

maintain strong working rapport with executive and entry-level

personnel, vendors, and union representatives. Skilled in:

Leadership & Team Budgets, Planning & Territory Management

Building Goals Managing Unionized Labor

Hiring, Training & Merchandising Problem Solving

Scheduling Store/Department &Troubleshooting

Goal Attainment Startups

PROFESSIONAL EXPERIENCE

FRED MEYER STORES, INC., Portland, OR (1968 to 2003)

Third-largest retail supercenter operator in the United States (130+ stores

ranging from 130,000 to 200,000 sq. ft., carrying more than 225,000

national brand food, apparel, and general merchandise products), now a

subsidiary of The Kroger Company.

Store Director, Burien, Mill Creek, and Everett, WA locations (1989 to

2003)

Total P&L responsibility for store operations at multiple, high-volume

locations, including division goals for sales, cost control, and

inventory control; facilities management; and compliance with

corporate policies, procedures, and service standards. Sourced and

managed vendors for facilities maintenance and repair. In charge of

regulatory compliance with local, state, and federal agencies (OSHA,

WISHA, health, weights & measures regulations).

Trained, developed, and supervised 28 department managers, 7 major

department managers, and 12 section managers. Monitored scheduling,

labor costs, and performance for 175+ employees. Oversaw personnel

management and human resources functions, including hiring, firing,

disciplinary actions, Worker's Compensation, and FMLA. Primary liaison

to union leadership; maintained positive working relationships with

union representatives and resolved any labor grievances.

o Successfully assumed regional management role following corporate

restructuring, leading stores in district to consistently exceed

sales and profitability goals.

o Earn bonuses every year for P&L performance at all 3 stores.

o Achieved rankings in top 5-6% among 135 store locations for

operations/customer service.

o Credited with managing stores with most "All Star" employees (100%

rating in corporate secret shopper programs).

o Initiated regional employee recognition program, creating immediate

rewards for excellence in customer service.

o Coordinated retraining of entire workforce during conversion to

Kroger Systems.

District Manager, Puget Sound/Northern Region, Seattle, WA (1982 to 1989)

-continued page 2

MARK BOSTROM Page 2 of 2

Professional History - Fred Meyer - Continued

District Manager, Puget Sound/Northern Region, Seattle, WA (1982 to 1989)

- Continued

Owned complete P&L responsibility for 32 stores throughout Washington,

Alaska, and Portland, OR markets. Oversaw district buying as well as

store operations. In charge of recruiting and training managers,

defining policies and procedures, and both immediate and long-term

business development for photoelectronics division.

o Started and developed new, stand-alone retail division for Fred

Meyer stores. Grew division from startup to $24-58M in annual

revenues and greatest profitability in company. Led new division to

breakeven and profitability in less than 2 years.

o Created 35,000 sq. ft. departments at 32 locations, introducing

photo development services and sales of computers, home theater

equipment, and other electronics product lines to Fred Meyer

stores.

o Opened 3 new stores in Alaska and remodeled 29 existing stores.

Completed these initiatives well within schedule and budget.

Product Supervisor, Regional Office, Burien, WA (1980 to 1982)

Directed implementation of corporate and division initiatives at 25

stores in Montana, Alaska, and Washington. Trained, developed, and

supervised managers at division and store levels. Liaison between

corporate buyers, store managers, and warehouses; instrumental in

managing and troubleshooting supply chain for high-volume stores.

Oversaw special promotions, inventory control, merchandising, and

customer satisfaction.

o Opened 5 new stores within 2 years.

o Successfully handled scope of responsibility usually divided among

3 regional managers.

o Managed expansion of Fred Meyer Stores throughout region to include

new departments (health & beauty, variety, candy, pharmacy).

o Created business development strategies tailored to regional

markets and individual stores.

General Division Manager, Puget Sound, WA territory (1976 to 1980)

Managed hard lines division at 6 stores. Supervised 60-70 employees,

including section heads, hardware and garden managers, and clerks;

personally researched and resolved any pricing or customer

satisfaction issues. Trained employees in new inventory control

procedures, shrinkage control, and corporate standards & policies.

o Led stores in region to win 6 consecutive White Glove Inspection

awards.

o Instrumental in integrating newly-acquired warehouse into Fred

Meyer operations.

o Consistently met or exceeded sales and profitability goals.

Department Manager, Valu-Mart (acquired by Fred Meyer in 1976) (1967 to

1976)

Managed ordering, inventory, hiring & firing, customer satisfaction,

employee morale, and other daily operations for health & beauty aid

department. Supervised, trained, and evaluated 35 employees, including

pharmacist and pharmacy technicians. Sourced and purchased merchandise

from vendors.

EDUCATION AND TRAINING

Undergraduate courses in Education . Shoreline Community College,

Seattle, WA

COMMUNITY INVOLVEMENT

Co-managed Gold Star Golf Tournament 3 consecutive years, exceeding

fundraising goals

Volunteered for United Way fundraising drives ( Member of South County

Chamber of Commerce

WILLING TO TRAVEL/RELOCATE . REFERENCES AVAILABLE



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