Manager Customer Service

*** ****** **** ***** 302-***-****

Magnolia, DE 19962 E-mail ******@*****.***

STEPHEN R. CHAPPO

Objective Quality teamwork environment that offers challenges and future

opportunities to excel with the company.

Experience 2002-Present Wawa Food Markets Inc. Dover, DE

Lead General Manager

Responsible for overseeing multiple stores and managing all

aspects of the business.

Serves as a direct report for store management teams, including

the General Manager, within assigned stores and ensures store

operations policies and procedures are followed.

Ensures proper development of management teams and

maintains accountability on performance.

Maintains communication with Area Manager on opportunities

and progress of stores and teams.

Co-facilitates full time recruiting strategies and interviews.

Oversees the area and attends meetings during Area Manager’s

absence.

Training General Manager

Responsible for management of the entire store operation with

planning, directing and controlling the work of, on average, 30-50

store associates and 4-10 management associates.

Responsible for building sales, expense and inventory control,

including cash handling, ordering, merchandising, and managing

multiple product offers.

Directs and controls the training and development of store

associates and both internal and external management associates

while ensuring associate productivity and efficiency.

Utilizes in-store technology systems while ensuring proper execution

of organizational directives and initiatives through established store

operations policies and procedures.

2001-2002 Universe Technologies, Inc. Dover AFB, DE

Senior Hazardous Waste Specialist

Responsible for managing and controlling all hazardous and

recyclable materials turned in for disposition to ensure proper storage

and handling of all accountable items.

Primary manager of Air Force Environmental Information System

(AFEMIS); responsibilities include loading/certifying all chemical

authorization data, including updates, shop certifications and initial

inputs of new chemical authorizations for all shops on base

authorized to use hazardous materials.

1992–2000 United States Air Force

Logistics/Inventory Management Specialist

Stock Control Supervisor

Arranges for purchases and transportation of supplies through

company representatives’ abroad; estimates stock requirements

and fills orders.

Responsible for maintaining records of sales, keeping perpetual

inventory or taking periodical physical inventory and issuing

production orders for stock.

Analyzes records of present and past operations, trends and costs,

estimated and realized revenues.

Customer Service Supervisor

Responsible for investigating and adjusting customer complaints

regarding quality.

Plans, coordinates and directs quality control programs designed to

ensure continuous production of products consistent with

established standards.

Shipping/Receiving Supervisor

Supervises and coordinates procedures involving incoming and

outgoing shipments, handling, and disposition of materials.

Schedules and performs inventories; researches discrepancies to

determine a resolution.

Assigns subordinates to jobs/projects; examines work for accuracy

and conformity to policies and procedures while enforcing safety

standards.

Training Supervisor

Trains and supervises individuals of diversified cultures to exceed

the average standards of the Air Force by setting goals in their job

as a team member and an individual.

Special Training Total Quality Management: 180 hrs; Customer Service Training: 126 hrs;

Airman Supervisory Training: 36 hrs; Trainer Certification: 20 hrs;

MSWord 7.0: 24 hrs; Excel 7.0: 24 hrs; PowerPoint 7.0: 24 hrs; Access

7.0: 16 hrs; SATE: 12 hrs; Windows 95/98: 12 hrs; Business Basics

certification: 10 wks; Labor Management: 16 hrs; Managing Inventory: 8

hrs; Controlling Shrink: 8 hrs; Sanitation (Serv-Safe): 16 hrs; Level IV

Gas Certification: 40 hrs; Interpersonal Skills: 16 hrs; Hazardous

Materials Handling-DOT 49 CFR 172.704, Transportation Regulations:

16 hrs; Dover AFB Hazardous Waste Management: 8 hrs; Hazardous

Waste Management-Complete Course 40 CFR 265.16: 24 hrs;

Hazardous Waste Operation Health and Safety-OSHA 29 CFR

1910.120: 40 hrs; Air Force Environmental Management Information

System (AF-EMIS): 32 hrs

References Upon Request

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