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Customer Service Manager

San Jose, California, United States
January 02, 2018

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David T. Dantes

**** *. *** ****** **. #*** San Jose, CA 95126

408-***-**** D


20+years’ experience in retail and multi-unit management, budget preparation, financial analysis and management, profit and loss responsibility, sales and sales forecasting, strategic planning, customer service, employee retention and development, merchandising and developing cultured based environments. Experience

2017 to present - Paradies Lagardere Multi Unit Manager Responsibilities include:

● Plan, develop and implement organizational policies and goals.

● Formulate pricing policies on merchandise according to requirements for the profitability of store operations.

● Direct and coordinate the ordering of merchandise, prepare requisitions to replenish merchandise on hand.

● Ensure compliance of employees with established security, sales and record-keeping procedures and practices.

● Direct and coordinate the promotion of products manufactured to develop new markets, increase market share, and obtain a competitive position in the industry.

● Analyzes each division’s or department’s budget requests to identify areas in which reductions can be made, and allocate the operating budget. 2016 to 2017 - 24 hour fitness G eneral Manager

Responsibilities include:

● Managed a club with 25,000 members and 68 employees

● Recruit, interview & hire department managers, and ensure proper levels of staffing throughout club.

● Train, coach, and conduct planning sessions and performance reviews.

● Recognize strong performance and discipline when necessary. Conducting club meetings to review performance and offer direction, motivation and guidance toward achieving individual and company goals

● Implement, supervise and direct regular training to ensure all club employees are trained in Operations, Fitness or Sales SOPs, and other company policies

● Instill a sense of common responsibility and teamwork across club functions to maintain positive member and team member experience.

● Ensure that all management is cross-trained on the fundamental aspects of each other's roles.

2015 to 2016 - Walmart Store Manager

Responsibilities include:

● Overseeing 560 associates and 17 managers, 110 million dollar annual revenue.

● Develop, communicate, and leverage a strategic vision aligned with company, market, and local plans and tactics to direct the management team and hourly associates in operations, merchandising, and company direction.

● Initiate, direct, and participate in community outreach programs in a high visibility, potentially high-profile, and dynamic environment with the possibility of significant media attention, requiring ongoing engagement and a high interface with the community and corporate.

● Model, enforce, and provide direction and guidance to hourly associates and managers within a highly challenging labor environment on proper customer service approaches and techniques to ensure customer needs, complaints, and issues are successfully resolved within company guidelines and standards.

● Provide supervision and development opportunities for management and hourly associates

2010 – 2014 - Microsoft Retail Stores Store manager Responsibilities include

● Opened 5 stores.

● Business development, achieving high levels of customer service, Sales strategies

● Cultivating business relationships to achieve revenue plan and NPS.

● Opening new locations across the U.S., recruiting and training management team prior to store opening.

2007 - 2010- Sears G eneral Manager

Responsibilities include:

● 26 million dollar retail store. Focusing on people development and driving top line growth through superior customer service.

● Managed financial budgets, including sales, payroll, accounts payable/receivable and inventory.

● Performed all aspects of recruitment, interviewing and hiring of management and support staff.

● Trained associates in sales, customer service, merchandising and inventory control.

● Achieved 90% on corporate audit and was ranked #1 in the district. 1999 – 2007 - Best Buy Store Manager

Responsibilities include:

● Ensuring strong P&L performance, hiring, training, people development and customer service.

● 65 million in annual revenue and managed up to 160 sales associates.

● Specialty Coach (training new managers in the district)

● 4 time top gun (Best Manager in rolling 6 mos.)

References available upon request.

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