Customer Service Manager

Josias Aiken

Email: abqj5a@r.postjobfree.com

Address: ***** **** ***.

City: Hesperia

State: CA

Zip: 92345

Country: USA

Phone: 760-***-****

Skill Level: Management

Salary Range: $50,000

Primary Skills/Experience:

See Resume

Educational Background:

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Job History / Details:

JOSIAS HALL AIKEN, IV

11095 11Th Avenue * Hesperia, California 92345 * 760-***-**** * abqj5a@r.postjobfree.com

MANAGEMENT: Retail Store Operations, Territory Operations

Accomplished operations leader with solid portfolio of success directing daily store and regional operations to significantly boost bottom lines. Instrumental in facilitating retail training, developing client base, and launching new stores. Adept at cultivating high-performance personnel and teams Dedicated to driving continuous improvements. Skilled in acquisitions due diligence and store remodeling coordination and launch.

Retail / Wholesale Paint Industry * Retail Home Improvement * Store Management

Payroll Management * Recruitment & Training * Shrink Control * Inventory Management

Business Development * Operations Management * P&L Management * Budget Administration

Regulatory & Procedural Compliance * Due Diligence * Management Training * New Store Launches

Merchandising Management * Project Management * Customer Service Development

PROFESSIONAL EXPERIENCE

BIG LOTS, Apple Valley, California* 2011-Present Leading retailer of broad line closeout products in North America.

Store Manager

Coordinate overall store operations, driving performance goals and ensuring compliance with regulations as well as corporate standards. Lead staff members, providing support and guidance in the areas of customer service, merchandising, financial administration, inventory control, and workflow quality. Perform trend analysis, reporting, problem resolution, and management of safety and shrinkage. Direct freight flow and sales, cash, and inventory reconciliations. Drive staffing functions, including interviewing, selection, hiring, training, scheduling, conflict mediation, payroll, and evaluations.

* Maintained superior levels of customer satisfaction by ensuring continuous delivery of top quality services.

* Successfully kept overtime needs 10-15% under plan monthly through implementation of highly effective payroll control programs/systems.

* Slashed workers' compensation and general liability claims from average of 4 to 0 annually.

* Achieved expert control of supply expenses through new program implementation (first in 2 years).

* Elevated store to rank within the top 3 in Customer Rewards program sign-ups.

JENSEN DISTRIBUTION SERVICES, Spokane, Washington * 2010-2011 Wholesale distributor of hardware products servicing more than 2,000 retailers in 11 western states. Offers over 60,000 items, including paint, hand/power tools, electrical, plumbing, housewares, and outdoor products.

Territory Manager

Drove performance of assigned territory, analyzing competitor groups and identifying/targeting opportunities to achieve market share increases. Orchestrated business development efforts in the areas of retail and wholesale. Enhanced sales operations to ensure attainment of goals. Led implementation of corporate retail marketing programs. Coordinated customer retention strategies. Facilitated lead development, forged and cultivated lasting relationships with clients, generated reports, prepared sales agreements, and developed estimates.

* Achieved the turnaround of at-risk dealer relationships, ensuring enhanced territory performance.

* Successfully boosted sales 40% in the first 2 quarters while expanding customer base 20% through strategic territory development/management.

VALLEY LUMBER AND HARDWARE, Barstow, California * 2008-2010 A $8M company with services through out all of California, Nevada and Arizona.

Operations Manager

Leadership and management of 20+ direct reports, leading store management logistics, general merchandising, pricing, cost control, and inventory planning. Assessed and evaluated quotes, margin analyses, and overall sales volumes. Verified optimal delivery / load building, fleet dispatch, and worker scheduling. Coordinated monthly safety meetings ensuring compliance at all levels. Directed the overall care and maintenance of the lumber yard, equipment, and facility.

* Propelled margins by 10%, securing company's position as highly competitive among competitors.

* Conceptualized and led a seamless transition from an Ace Hardware co-op to an independent co-op.

* Strategically delivered and enforced policies on smoking, cell phone usage, and overall professionalism.

* Evaluated the delivery fleet comprising of semi tractors/trailers, tilt bed delivery trucks, and pickup trucks.

JOSIAS HALL AIKEN, IV * Page 2 * abqj5a@r.postjobfree.com

HOME DEPOT, Victorville, California * 1995-2008 An American retailer of home improvement and construction products and services. The Home Depot employs more than 355,000 people and operates 2,141 across the US, Canada, Mexico, and China.

Store Manager (2007-2008)

Oversaw store management for this $35M/year Victorville, California location, leading strategic planning, logistics coordination, customer relations building, and team development. Reviewed client issues and identify resolutions to bolster client base and improve satisfaction. Ensured store profitability and long-term growth and development. Coordinated merchandise display and product demonstrations to increase sales revenues. Directed operations to support 120+ employees at store, propelling process re-engineering, business development, and team management. Recruited, trained, and mentored new employees. Managed HR processes.

* Slashed risk management in terms of customer/associate injuries by 55%+ from prior year.

* Incorporated and integrated financial processes to track and manage expenses and allocations.

* Strategically lowered payroll by 20% by establishing new attendance policies.

* Streamlined operations to balance employee full time:part time ratio from 80:20 to 60:40%.

* Facilitated realization of store in the Top 5 of 97 for 4 consecutive quarters.

* Generated numerous awards for employees for outstanding team work and customer service.

Store Manager (2006-2007)

Based in Barstow, California, spearheaded all aspects of sales development, process development, logistics management, operations management, and product development. Directed recruitment, training, retention, and employee assessments. Conceived and develop new ideas to generate sales and profitability. Supported 75+ associates across all daily operations. Reviewed and interpreted daily, weekly, and monthly financial reports.

* Championed the launch of a new store within the 8 weeks, personally recruiting 75+ associates.

* Led store to secure ranking as #1 of 97 in customer service ratings.

* Conceptualized and benchmarked new processes to store, manage, and control shrink.

* Orchestrated large-scale remodeling projects on older locations from concept to completion.

Assistant Manager - Day Operations (2005-2006)

Developed new merchandising, presentations, and pricing guidelines to enhance the shoppers' experience. Established and monitored daily production goals. Enforced personnel compliance with organization's policies and SOPs. Maintained regulatory compliance, and controlled shrinkage.

Specialty Assistant Manager (2004-2005)

Delivered excellence in customer service, business development, strategic planning, and resource management. Verified and ensured all special order/installed customers are satisfied. Supported staffing recruitment processes for various departments. Monitored and supervised specialty associates.

Assistant Manager - Day Operations (2004)

Based in San Bernardino, directed front-end operations, SOPs, merchandise management, as well as, sales optimization, and client relations. Managed bookkeeping and vault associates record-keeping accuracy. Led functionality and maintenance of all equipment store-wide. Trained and developed employees. Recruited and selected new recruits. Assessed deposits, markdowns, deliveries, time slips and refunds. Ordered supplies.

Merchandising Assistant Manager (2001-2004) Assistant Manager - Night Operations (2001-2002)

Directed all sales departments store-wide, including: merchandising management, operations planning, SOP development, training, cashier accuracy, and schedule management. Recommended promotions, demotions, and performance base pay increases. Ensured daily safety inspections were compliant. Successfully coordinated merchandising maintenance. Delivered quality customer service.

Career Note: Early experience at Home Depot includes working in role as Department Supervisor (Paint & Hardware) (1999-2001), and Associate Pro-Paint Professional (Paint) (1995-1999). Prior experience at Sherwin Williams as Branch Manager, spearheading yearly sales of $900K-$1M.

EDUCATION & CREDENTIALS

Associate of Science, Business Management * Victor Valley College, Victorville, California

Certificate of Completion - The Paint Training Program * Paint Quality Institute

Certificate of Completion - Custom Correspondence Course * National Retail Hardware & Home Center Institute

Certificate of Completion - Bookkeeping * National Business Institute

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