Customer Service Manager

Scott Giesinger

***** ******** **** ***** ( Champlin, Minnesota 55316 /

**********@*******.*** 612-***-****

Summary Director of Retail Operations

Talented, dedicated leader highly accomplished at developing

conceptual and creative approaches to all management areas.

Extensive experience in strategic planning, P&L management,

operations management, project management, advertising,

marketing, business development, and customer service. Results-

oriented, decisive manager extremely proficient at building

teams to achieve strong results. Extremely successful at

identifying and capitalizing upon opportunities to drive revenue

and profit growth.

Core Competencies:

Leadership Recruitment and Training Technology

Development

Business Planning Sales Management

Operations Management

P & L Management Inventory Management Customer Service

and Retention

Business Development Marketing and Advertising Project

Management

Vendor Management Merchandise Systems Category

Management

Education The University of North Dakota Grand Forks, North

Dakota

. Bachelor of Arts, Economics

Experience

2000-2009 Winmark Corporation Minneapolis Minnesota

Director, Plato's Closet (2005-2009)

. Directed all aspects of the specialty apparel retail brand

with over 250 corporate and franchised operating units.

Accountable for bottom line factors, including company

vision, strategic planning, and brand management.

Functional areas of responsibility involved operations,

merchandising, advertising, marketing, field support, new

store development, training, and real estate. Recruited

and developed a highly skilled management team to exceed

established objectives.

Key Achievements:

. Spearheaded implementation of merchandise strategies,

operational initiatives, and management processes that

profitably grew chain from 150 stores to over 250 stores

with over $180,000,000 in annual revenues in 3 years.

. Credited for role in growing comparative store sales 11-17%

in each of the last 3 years for overall chain by

implementing and executing initiatives to improve

merchandising, inventory performance, marketing, logistics

and customer satisfaction.

. Served as the key leader in effectively creating +20%

annual business unit profit growth.

. Involved in the development and implementation of a

proprietary merchandise management system that improved

labor efficiency, inventory management analytics, and

business reporting.

. Devised and launched highly successful 3 year advertising

and marketing campaign that was strategically aligned with

business goals and increased brand awareness.

. Developed a new store design and enhanced shopping

environment that appealed to a larger customer base,

maximized floor space, and improved customer satisfaction.

Director, Once Upon A Child (2002-2005)

. Directed all aspects of the children's ultra-value retail

chain including field operations, advertising, marketing,

training, franchise development and new product

development. Held full P&L responsibility. Achieved strong

performance improvements by clearly communicating vision

and instilling a team culture to drive business goals.

Key Achievements:

. Strategically implemented strategies and initiatives that

improved inventory performance, merchandise assortments,

advertising, marketing, product flow, and customer

satisfaction resulting in a 20% sales increase in 3 years.

. Developed and implemented corporate initiatives that

reversed a negative store sales trend to positive store

sales trend growing total revenue to over $100,000,000.

. Improved average store profit performance by over 20% in 2

years.

. Facilitated and implemented IT initiatives to develop a new

POS/Inventory management system to improve user efficiency

and business intelligence.

Field Operations Manager, Play It Again Sports (2000-2002)

. Business consultant and field support to over 40 sporting

goods retail stores. Consulted with store managers and/or

franchisees on; business planning, merchandise assortment

planning, advertising, marketing, store operations,

corporate initiatives, and general business issues.

Ensured key processes were in place and business objectives

were being met through store visits, store evaluations,

financial analysis, and inventory data analysis.

Key Achievements:

. Improved regional business performance by over 25% in less

than 2 years.

. Built a strong business partnership with store managers by

identifying business opportunities, implementing

operational standards, sharing best practices and providing

effective business solutions.

. Developed category strategies and initiatives which

resulted in top system sales improvements in 5 out of 6

core merchandise categories as a field manager.

1990-2000 JC Penney Company Inc.

Store Support Manager (1998-2000)

. Directed all store operations including facilities

management, merchandising systems, human resources, store

catalog center, styling salon, and merchandise

receiving/warehouse facility. Worked in collaboration with

corporate office as a district trainer to implement new

company initiatives to improve productivity and reduce

operating expenses. Certified manager recruiter for

corporate and store positions.

Key Achievements:

. Directed operations, IT systems, and HR in largest volume

retail store in the company with over $60 million in annual

revenues.

. Developed and implemented comprehensive customer service

programs that increased customer satisfaction scores by

over 30%.

. Recognized for implementation of "Fast Forward" IT

initiatives that increased operational productivity and

improved business processes.

. Earned the JC Penney HCSC "Honor, Confidence, Service, and

Cooperation" Privilege of Partnership award.

Merchandise Manager (1990-1998)

. As a Buyer and Inventory Manager developed and managed

merchandise inventories to achieve profit plans, sales, and

inventory target levels for assigned areas. Planned and

managed category budgets. Complete accountability for

merchandise inventories to achieve revenue and profit

objectives. Involved in all general retail store functions

including; inventory management, store operations, visual

merchandising, sales management, recruitment, and training.

Key Achievements:

. Consistently exceeded corporate sales and profit

objectives. Continually promoted to new assignments in

recognition of outstanding performance.

. Highly skilled at buying, category development, sales and

inventory management.

. Won multiple district contests for superior results in

sales, merchandising, inventory management, and operations.

. Noted for strong category performance and management.

Achieved extraordinary category revenue and profit growth.

Recognized for top category performance in the company.

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