Customer Service Sales

L. Michele McCoy

**** ****** **. ***************, ** 22911 434-***-****

*******@*******.***

District Manager/ Multi-Unit Leader

Strategic Planning & Leadership / Talent Acquisition & Development /

Program & Project Management / Customer Service

Multi-unit operations leader with twenty years of increasing

responsibilities in a fast-paced, competitive and diverse environment of

constant change at Fortune 50 retail companies. Highly skilled and

credited with building and leading store operations initiatives while

delivering exceptional customer service results. Career expertise in

planning, developing and executing strategies for sales development,

expense control and overall profit growth. Accomplished in launching and

leading innovative programs to improve employee performance, enhance

corporate culture, introduce process improvements and drive change across

the organization. Demonstrated ability to coach, motivate and develop a

large and diverse team of associates into higher levels of performance and

responsibility. Addition strengths include:

Operations Management Building High Performance Teams

Pharmacy Operations Driving For Results

P & L management Developing and Leveraging

Sales Building Relationships

Loss Prevention Staff Development & Training

Change Management and Leadership

Professional Experience

CVS/Caremark, Inc., Woonsocket, RI (June 2004 to Present)

$87B Fortune 20 company and one of the largest drug and food retailers in

North America.

District Manager, Washington, D.C. and Charlottesville, VA

Direct the overall operations of both the front store and pharmacy for 17

stores and $160M in annual sales, as well as contributing to the entire

region. Responsible for generating additional sales, script growth and

profits through basic operations and innovative techniques and building

cohesive teamwork through a completely engaged team.

. Achieved over 9% sales increase to LY and 4% increase to budget

. Exceeded bottom line profit by 9.9% to LY

. Achieved highest front store execution metrics in Region

. Developed business unit to record sales and bottom line profit

performance to become #1 in the area

. Achieved #1 performance in productivity in division

. Led district to top profitability in area encompassing 5 states.

. Delivered the top 10% customer service performance in the company.

. Eliminated over $400,000 in payroll expense.

. Improved shrink by 17% to budget and 35% to LY

. Mentored, developed talent and promoted employees into higher levels

of responsibility and title.

. Participant of CVS Emerging Leader Program

Giant Food, Inc./ Ahold USA, Landover, MD (July 2002 to May 2004)

District Manager

Responsible for overall operations of 10 stores and $260M in annual sales,

as well as, liaison between corporate and store level functions.

Responsible for the generation, implementation and execution of change

within all levels of the organization. Provided leadership and direction to

adjunct trainers in the planning, execution, and delivery of training

programs.

. Exceeded sales budget by 5% and bottom line profits by over 6%

. Developed forum/workshops targeting career development and mentoring

as a founder of Women's Leadership Network

. Restructured and developed new incentive program that led to stronger

correlation to results as member of Corporate Restructuring Committee.

The Kroger Co., Roanoke, Virginia (June 1989 to July 2002)

Zone Manager, Central Virginia (June 2000 to July 2002)

Responsible for the overall operations and financial results of 18 stores

in Central Virginia and all financial data as it pertains to sales &

profits, execution, merchandising and customer service.

. Led Zone to top profit performance of over 6% EBITDA, highest in KMA

(company average 4.5%)

. Developed enhancements to inventory management systems that achieved

flawless execution of in stock and turns, resulting in adoption of

program company wide.

. Successfully negotiated with UFCW for favorable contract for company

as part of Kroger Leadership Negotiations Committee.

Education

MARSHALL University

Bachelor of Business Administration (BBA)

Major- Marketing

Minors- Management and Psychology

Business School Dean's List

Most Persuasive Speaker Award

community Activities

Board of Advisors January 1999 to July 2002

First Night VA, Charlottesville, VA- Advised the committee of the desired

direction of company's sponsorship.

Member January

1998 to Current

Chamber of Commerce, Charlottesville, VA

Committee September 1997 to January 1999

First Night Virginia, Charlottesville, VA- Directly worked on projects for

the New Year's Eve event.

Member February 1992 to December 1993

Charlottesville Jaycees, Charlottesville, VA- Worked closely with local

businesses and civic organizations to provide benefits for charities and

communities in need.

References

Provided upon request.

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