Customer Service Sales
Resume:
Keith McNamara
Email: abp2ig@r.postjobfree.com
Address: ** ****** ****
City: Centereach
State: NY
Zip: 11720
Country: USA
Phone: 516-***-****
Skill Level: Management
Salary Range: $75,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
KEITH R. MCNAMARA
Centereach, NY 11720
abp2ig@r.postjobfree.com
www.linkedin.com/in/keithmcnamara516
=== PROFESSIONAL SUMMARY ===
** A Professional Manager who Infuses Operations Excellence
& Quality Service with People to Build Effective Teams that
Maximize Top-Line & Bottom-Line Results ***
A performance-driven manager, team leader and motivator,
offering 12+ years` of comprehensive experience, knowledge
and achievements across operations, sales and customer
service disciplines and objectives. Transforms strategic
plans into workable solutions; benchmarks performance
against key operational targets and goals. Ability to coach
and groom creative and resourceful teams, equip and empower
them with the tools, knowledge and motivation required to
meet the needs of any customer or challenge. Possesses
strong analytical, problem solving and time management
skills, with the talent to clearly communicate with all
levels. An individual who is extremely dedicated,
dependable, reliable and trustworthy, and believes
having an industrious work ethic is a valued trait.
=== PROFESSIONAL SKILLS & EXPERTISE ===
> Profit & Loss Management > Vendor Relations
> Expense Control & Budgeting > Inventory Control
> Operational Processes/Standards > Revenue Growth
> Team Leadership & Development > Merchandising
> Customer Service & Relations > Safety Compliance
> Word/Excel/PowerPoint > Process Improvements
> Human Resources > Merchandising for Profit
> Union Staff Management > Strategic Planning
> Employee Evaluations > Shortage Control
> Meetings & Presentations > Training & Coaching
=== PROFESSIONAL EXPERIENCE===
Stop and Shop Supermarket Company
01/2001 - 11/2012
http://www.stopandshop.com/ - A supermarket chain operating
390 stores throughout 7 states in the northeast, employing
over 59,000 associates - a division of Ahold USA, one of the
largest food retailers in the world.
Store Manager - East Islip, NY
12/2007 - 11/2012
Successfully managed the daily operations of a high volume
food retail supermarket; annual store sales exceeded $51M.
Motivated and directed a team of 13 managers and
approximately 150 support team players. Originally hired as
a Customer Service Manager in 2001; followed by several
promotions based on delivered results with leadership,
management, strategic planning and execution skills, which
lead to the position of Store Manager and placed on the
development path to District Manager. Responsible for all
functions of; sales, operations, customer service, safety
and human resources along with full accountability of all
aspects of profit and loss (P&L).
Highlighted Accomplishments
> Achieved Highest Bottom-Line Contributor, 12.1%/sales in
2010, 12.34%/sales in 2011, averaging $4.9M profit/yr.
> Increased identical sales by 5.55% in 2011 and by
7.83% in 2012 (November year-to-date)
> Appointed as the Expense Captain for the region (56 stores)
reducing controllable expenses by approximately $1M
> Acted as District Manager in their absence, monitored
sales and labor budgets and resolved operational issues
> Selected as the District Shrink Captain of 10 locations,
achieved a shortage of .42%/sales on a budget of .65%/sales
> Awarded Best in Class Produce Team for 2010 and 2011 sales
growth each year 11%
> Top Performer Non Perishable Shrink for 2010 and 2011
shortage under .18%/sales on a budget of .61%/sales
> Received Best in Class Community Leader, acted as
the driving force for various community programs
and fundraisers
> Reduced expenses $280K in 2011 and $600K in 2012 (November-
yeat-to-date)
> Revamped scheduling standards, resulted in improved
productivity, store sales setup and customer service
> Instituted a private label cross merchandising program
that increased sales of higher profit margin merchandise
> Created and implemented the 2X2 Customer Rule, increased
associate to customer engagements for better service
> Initiated an overnight worker sub-department program that
increased stock to sell levels and selling floor standards
> Developed and executed a store shrink/shortage action plan
which was later rolled out to the region of 56 stores
> Designed a Freshness Program, that was performed twice
daily to highlight and improve freshness standards
> Maintained an above 90% on all safety audits and noted as
the safest location in the region of 56 stores
> Aggressively participated in the Associate Modular
Training (AMT) program, had the highest % of promoted
employees
Highlighted Responsibilities
> Managed, controlled and created actions plans for all P&L
results; crossed-trained Assistant Managers in P&L reviews
> Held weekly and monthly meetings to ensure all team
players shared ideas and were part of organized
action plans
> Performed thorough mid-year and year-end employee
performance reviews which developed cohesive work teams
> Communicated and executed store; sales, operations,
customer service, safety and shortage objectives
and initiatives
> Actively participated during new hire orientations to
instill a team-work spirit and an open door policy
> Ensured all union relationships and agreements were upheld
to encourage seamless working support teams
> Set team and individual objective/goals for each manager
and tracked progress to jointly create action plans
> Promoted and enforced all safety programs and standards
through monthly audits and meetings with incident reviews
> Supported and reinforced all customer service best
practices and lead by example with each customer interaction
> Maintained inventory control standards that ensured
in-stock availability to support customer needs and
sales goals
> Expedited all seasonal merchandising programs roll outs to
support sales and profits goals
> Trained department teams on merchandising for profit
supporting company advertisements and bottom-line profit
Previous Positions
Perishable Manager
03/2007 - 12/2007
Managed Meat, Seafood, Deli, Florist, Produce and Bake Shop
Departments Served as a liaison between vendors and store
operations Recruited, hired, trained, supervised and
evaluated department associates Executed sales strategies
Product Specialist
06/2004 - 03/2007
Directed 25 stores in maximizing sales, profits and
inventory control for General Merchandise and Health &
Beauty Care Departments Monitored store and competition
sales trends Evaluated new product rollouts and marketing
strategies
Non-Perishable Manager
03/2003 - 06/2004
Directed the daily operations of the Grocery, General
Merchandise, Health & Beauty Care, Frozen and Dairy
Departments Trained, coached and developed department
teams Managed payroll budgets and sales goals Taught
computer assisted ordering (CAO) to multiple store
operations Maintained all inventory control standards
Customer Service Manager
01/2001 - 03/2003
Responsible for the recruitment, hiring, orientation,
management and development of a diverse front-end team
Oversaw all front-end operations, cash office, check out
accuracy and ensured the team provided high levels of
customer service Spearheaded the rollout of self-check out
to several store operations Supported shortage initiatives
=== EDUCATION & DEVELOPMENT ===
State University of New York College - Oneonta, NY
09/1996 - 05/2000
Bachelor of Science in Business and Economics,
Minor in Marketing - [GPA 3.0]
Stop and Shop University
04/2002 - 04/2005
Leadership Development for Facilitating Change and
Diversity Training
Dale Carnegie - Hauppauge, NY
11/2002
Public Speaking
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