Customer Service Manager

Summary: Results-proven retail store owner with over 15 years of

leadership experience and a track record of success in

improving profitability, efficiency, service and quality.

Experience:

2000-Present Badcock Home Furniture & more, Roanoke, AL

Store Owner/Dealer

- As a hands-on owner, managed all daily aspects of a

retail store with annual sales in excess of $1.25 million

and inventory of $400,000.

- Increased annual sales by 80% over the previous owner.

- Full P&L and budget authority.

- Solely responsible for all hiring and firing decisions.

Recruited, trained, and developed all store personnel.

Conducted periodic in-store training sessions to ensure

continued compliance with established in-store guidelines

and policies.

- Recognized by the corporate office as a Top-30 store in

a chain of 340 outlets based on key performance

indicators.

- Developed loss prevention initiatives. Routinely rated

as a top performing store during bi-annual inventory

audits with merchandise shrinkage and discrepancies

consistently among the lowest in the entire chain.

- Fostered a safe workplace, resulting in zero workplace

accidents or injuries.

- Utilized by the company as a dealer training store.

Dealer candidates would complete a six month curriculum

of comprehensive in-store training prior to taking

possession of their own store.

1994-2000 W.S. Badcock Corporation, Marianna, FL

Dealer Adviser/Market Manager

- Served as dealer adviser/market manager for 21 stores

with combined annual sales in excess of $35 million

located throughout the Florida panhandle, south Alabama

and Mississippi, acting as a liaison between the dealers

and senior corporate management.

- Utilizing monthly in-store visits, worked closely with

dealers to identify areas to increase store's

profitability and efficiency, resulting in multiple

stores in my region to be recognized as among the Top-40

in the company based on key performance indicators.

- Ensured store's compliance with established company

policies and procedures by utilizing bi-annual store

standards meetings with the dealer.

- Assisted store owners with customer service issues not

satisfactorily resolved at the store level.

- Designed a call sheet utilizing Microsoft Excel to

enhance the documenting of in-store visits, highlighting

areas of discussion as well as targeted areas of

improvement which senior management in turn implemented

for use by all dealer advisers.

Education:

1986-1989 Hardee County High School, Wauchula, FL

High School

Skills:

- Proficient in Microsoft Windows, Word, Excel, and

Outlook.

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