Customer Service Human Resources
Resume:
Barry Matthews
Vancouver, BC V6P 3E8
604-***-**** (H) 604-369-622 (C)
********@***********.***
Professional Profile
I have experience as a customer experience consultant and field consultant/district manager with extensive skills in managing consumer outlets, both franchise and corporate, and providing outstanding customer service. As such, I am proficient in operational management, completion of business and financial plans, hiring, training and motivating personnel. I work independently and I am adept at multi-tasking, being ever watchful of the corporate vision and goals. I have a fair, firm and friendly approach to leadership and I am extremely effective at open, two-way communication.
Professional Experience
7-11 Canada, Edmonton, AB & Vancouver, BC 2006-Present
Since 1927, 7-11 has been a leader in convenience retailing. Today there are more than 30,000 stores worldwide.
Field Consultant Oversee the management of eight retail convenience stores, including gasoline sites, generating $16 million in revenueWork with store operators to develop, update and execute annual budgets and business plansMonitor all aspects of store operations, providing advice, coaching and assistance to store management including merchandising strategies and introduction of new productsPromote efficiency to maximize store profitabilityEnsure key processes are in place through store visits, store and staff evaluations and data analysis Communicate the corporation’s expectations to the store management and the store needs back to the corporation
Customer Experience Consultant Evaluated store execution against 7-Eleven standards regarding cleanliness, food quality and customer service qualityConsulted with store operators and field consultants on targeted action planning and training/calibrating to ensure 7-Eleven standards are maintainedEvaluated trends/themes across stores and made recommendations to address deficiencies
Mac’s Convenience Stores, Inc., Edmonton, AB
Mac’s Convenience Stores are convenience stores run by contracted/franchise dealers and administered by Market Managers.
Market Manager 2003-2006Oversaw the management of 12 retail convenience stores, eight of which were petroleum locations Oversaw the prototype liquor store for Mac’s in AlbertaEnsured Standard Operating Procedures were in place, understood and followedAssisted in the implementation of a new POS system and trained store managers on the use of this systemResponsible for financial planning and analysis for each storeChaired monthly route meetings for all store managersMember of the committee looking at the new corporate vision moving forward (Western Canada)Recruited new store operators and assisted in their subsequent training
Top Forty Music, Edmonton, AB
Franchise Field Consultant/Systems Administrator 1991-2003Supervised 42 retail outlets, both franchise and corporate, assisting in all aspects of store managementTrained and monitored employment of 75 staff membersDeveloped, tested and installed Point of Sale Computer systemPlanned and conducted annual management retail conferenceProvided consulting services to franchise owners including adherence to corporate business plan, development and implementation of systems manuals and budgets
Education
Human Resources Certificate Program – University of Alberta Organizational Behaviour (completed)Techniques of Interviewing (completed)Labour Relations (completed)Human Resources Foundations (completed)Business Administration Course - Red River Community College, Winnipeg, ManitobaIntroductory Accounting III/Commercial Law 122 - The Society of Management Accountants of Manitoba
Professional Development
Distinguished Toastmaster. I have filled several leadership roles including District Governor, Lt-Governor of Education and Training, Lt-Governor, Marketing and District Public Relations Officer. I have also been a club specialist, motivating failing clubs and have been successful in mentoring these individuals and revitalizing them to again become an active part of this worldwide organization. During my tenure as District Governor in 2003/2004, I was responsible for the administration and training of all Toastmasters in Alberta and Saskatchewan. There are over 5,000 members in these two provinces.
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