Customer Service Sales
Resume:
ROBERT L. GERENA
Durham, North Carolina 27703
Phone: 919-***-**** [C] *******@***.***
GENERAL MANAGER / CUSTOMER SERVICE MANAGER
professionalism service quality
To continue in a position of responsibility as a shift supervisor or general manager with a progressive team utilizing multi-year achievements, training expertise, and proven sales, operational, and general management expertise.
KEY WORD QUALIFIERS
Program Management & Support Initiatives
Strategic Planning Support
Product Marketing / Promotions
Time Management
Marketing / Merchandising Strategies
Team Building / Leadership
Sales / Business Development
Inventory Controls / Stock Management
Vendor Relationship Management
Written & Oral Communications
Customer Relationship Management
Pricing / Invoicing / Company Policy
Expertise in Written Correspondence
Hiring / Firing / Training / Coaching
Budgeting / Cost Controls / P&L
Advertising / Promotion Campaigns
Internal / External Communications
Employee Training & Orientation
SUMMARY OF SKILLS & QUALIFICATIONS
Multi-year professional and transferable experience in sales, general management, business development, team supervision, training, finance and related management positions.
Outstanding ability to plan and deliver specialized projects that have driven revenue and reduced costs, including turnaround/sales achievements.
Outstanding trainer and teacher; has developed effective teams with outstanding performance and customer service levels; leader versus management philosophy – experience supervising teams to accomplish company goals and objectives.
Hands on leader and coach, leading by example, rewarding excellence and achievement, directly communicating needed areas for change while providing constructive feedback that builds confidence and skill in employees. Philosophy of management is based on honesty, integrity, and hard work.
Committed to excellence – peruses goals with a “no excuses attitude” and the highest standard of customer service. Give 110% focus and efforts on all projects, sales, and business development initiatives.
Successfully identify and hire talented people in all areas of business; this work has led to outstanding and low turnover throughout career; create aggressive compensation/incentive and training plans based on key motivational factors.
Regarded as an innovative, competitive problem-solver who successfully leads new strategic alliances and activities into highly profitable operations.
Technical savvy with the ability to innovative and troubleshoot problems to successful project completion. Capable of customizing marketing proposals and implementing sales campaigns.
EDUCATION & TRAINING
QUEENS COLLEGE, Flushing Queens, NY
Continued study in Web Page Design and Networking Essentials (2001 – 2002)
ECPI College of Technology, Raleigh, NC
Associate Degree in Medical Administration (2009 – 2011)
A+ Certified, Comp-TIA (2001) No. COMP10466291
Knowledgeable of Microsoft Office Suite, Lotus SmartSuite, AOL, Quattro Pro, WordPerfect, Photoshop, Print-Shop Deluxe, Print Artists, Norton System Works Professional, Internal and Search Engines
Experience with the installation of various software titles, motherboards, RAM, CD-ROM drives, and hard drives. Skilled troubleshooters, web page designer (HTML), various peripherals (faxes, adding machines, scanners, printers).
ROBERT L. GERENA Page 2
PROFESSIONAL EXPERIENCE
Kangaroo Express/Circle K, Durham, NC
Assistant Manager promoted to Store Manager (2014 – 2016)
Promote excellent customer service
Manage staffing, onboarding, training, payroll, benefits and appraisals for all store employees
Analyze daily sales expense information while developing plans to maximize sales & net profits
Oversee loss prevention efforts within the store
To exceed desired objectives by evaluating & developing specific action plans
Lead by example and work within our Company Core Values
Schedule deliveries to interact and so not as to impact daily sales
CVS Pharmacy, Morrisville and Cary, NC http://www.cvs.com/CVSApp/user/home/home.jsp;jsessionid=wZ1RKXMpBBKPYcbB2P3xZ5R9JGN8JbtDTdlJFpsPGh2vWJ1rMvY0!-174*******
Shift Supervisor (2008 –2014)
Responsible for daily store procedures and maintenance. Ensure price changes are done on a daily basiss
Assist Pharmacy personnel with the input of medical information from patrons to ensure
Proper medication is dispursed.
Provide oustanding customer service and interact with patrons in the regards to their store experience
WENDY’S INTERNATIONAL, Raleigh, Durham and Chapel Hill, NC
Assistant Manager (2006 – 2008)
Responsible for restaurant operations, sales, customer service and merchandising on a daily basis. Coordinate, schedule, train, and supervise employees, including project oversight and management. Train employees on upcoming new menu items.
Initiate and Conduct Crew Pay Performance Reviews and processing of paperwork on a monthly basis
Order store uniforms and manage the store budget. Complete inventory and nightly paperwork. Ensure that nightly service time goals are met. Ensure compliance with all food safety regulations – corporate, FDA and OSHA.
Assist in the recruitment process, setting interview times, conducting interviews and New Employee Orientation to ensure the procurement of top-tier industry talent.
Manage schedule production for crewmembers, as well as attend weekly meetings to strategize on improving store sales.
Interact with patrons and discuss their visit in order to gain feedback on how we can improve our services
Maintain State Food License as well as Food Handler’s License as required by Wendy’s.
RACETRAC PETROLEUM INC. – 50th/Bears/Brandon Stores
Shift Manager (2005 – 2005)
Key Shift Management duties include completing inventory and stock counts, that includes all “on-floor” and stock-room inventory: Carton and Cigarette pack counts, beverage and alcohol coolers, front-face items. Manage merchandising and in-store advertising, including special promotions and product sales.
Maintain effective and prompt vendor relations, coordinating store deliveries and communication with vendor representatives; responsible for pricing store merchandise.
Manage data entry of financials and invoices into the computer systems for daily compilation.
Ensure the highest standards of customer relationship management and customer service.
Serve as coach and mentor to new store associates, orchestrating their training regarding cash drawer, store prices, store products, and company policies. Process customer financial transactions of debit, credit, check, and cash.
References Available Upon Request
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