Manager Customer Service
Resume:
Peter J. Fish
Leominster, MA 01453
Cellular: 978-***-****
E-mail: **********@*****.***
Professional Summary
General Manager with a 20 plus year career of managing all facets of a retail business including sales and marketing, merchandising, operations, financials, human resources, customer experience and community relations. Experienced in new store openings, turning around performance and flag ship operations. Proven success solving ongoing business critical challenges of large, retail organizations. Significant experience managing store revenue and profit growth and cost management. Possesses strong people skills, including employee management, mentoring and development. Seasoned business executive possessing the required determination to improve a company’s overall performance and meet its goals and objectives. Notable skills and qualities include:
Communication
Positive & Self-Motivated
Organization & Project Management
Team Player & Collaborative
Problem Solving & Analysis
Adaptability
Delegation
Respectful & Dependable
Technology Enablement
People Management & Development
Sales, Marketing & Promotion
Customer Services & Client Experience
Product & Merchandising
Inventory Management
Security & Loss Prevention
Financial Analysis & P&L Management
Cash & Credit Handling
Risk Management & Internal Controls
Employment History
Worker’s Credit Union
Assistant Branch Manager/ Financial Sales Advisor, Westford, MA 03/17-Present
Responsible for all branch activities, including oversight, employee training and mentoring, financials, budgeting and bill paying, employee hiring and scheduling.
Responsible for all customer and community market facing, community outreach and customer care programs.
Provide guidance to all branch members including, training of new staff members, assisting Branch Operations Coordinator with all facets of Teller Operations.
Complete all required regulatory examinations and certifications.
LL Bean, Inc.
General Manager, Mansfield, MA 09/11-02/17
Managed retail store, $15.3M annual sales, 100,000 units, 104 staff associates and 9 managers.
Nominated Beans Best award 7 times and awarded Brass Boot award 2 times for highest rated client service.
Awarded Most Improved store in 2011 and Best Retail Sales Performance 2012 and 2014.
Selected as District Workforce Manager responsible for overseeing and reporting on the financial performance of 5 LL Bean retail stores.
Selected as 1 of 2 company-wide General Managers responsible for establishing an “in-store” on-boarding training program to be leveraged by all retail employee new hires.
General Manager, Burlington, MA 06/09-09/11
Managed retail store, $17.8M annual sales, 96,000 units, 100 staff associates and 9 managers.
Instrumental in networking and community outreach to drive ODS programming.
Improved and managed payroll performance to drive bottom line profitability.
TJ Maxx (THE TJX COMPANIES, INC.)
Merchandising Manager, Woburn, MA 03/09-06/09
Hired into General Manger Training Program (Fast Track).
Responsible for merchandise presentation and standards.
Managed and developed 80 person staff.
Responsible for customer service, staff scheduling, payroll, and shortage control.
Responsible for all Human Resource functions of a $14M annual sales, retail store.
FILENE’S BASEMENT (RETAIL VENTURES, INC.)
General Manager, Peabody, MA 10/07-01/09
Instrumental in the execution of grand opening, resulting in store opening one week early.
Managed retail store, $10M annual sales, 110,000 units, 53 staff associates and 9 managers.
Exceeded 4th quarter sales plan by 14% and $334K.
Effectively managed inventory shortage program of a new store resulting .8% shrink.
Member of Work Simplification Program (2006-2009).
General Manager, Saugus, MA 08/06-10/07
Managed retail store, $8M annual sales, 90,000 units, 40 associates and 8 managers.
Improved and managed payroll performance to drive bottom line profitability.
Awarded #1 store for Highest Rated Customer Service during the 4th Quarter (97%).
General Manager, Peabody, MA 11/04-08/06
FILENE’S (MAY DEPARTMENT STORE COMPANIES)
Operations Manager, Manchester, NH 08/04-11/04
Responsible for store operations with $46M annual sales, including payroll/staffing, loss prevention, risk management, security, customer service, credit program, shipping/receiving, and housekeeping.
Operations Manager, Leominster, MA 09/02-08/04
Instrumental in grand opening of newest store in chain, producing $20M annual sales.
Managed monthly payroll, inventory shortage and selling costs through P&L review.
Operations/Human Resources Manager, Belmont, MA 03/02-09/02
Responsible for all operations of $15M annual sales, department store.
Improved Credit and Customers Service programs to ranking of 3rd in the overall chain.
Responsible for all HR functions including staffing, payroll, and employee development.
Assistant Operations Manager, Boston, MA 03/00-03/02
Responsible for managing staffing levels in all departments of $80M annual sales, retail flagship store.
Conducted semi-annual store inventory recons. Reduced inventory resulting in a bottom line savings of $500K.
Managed store safety program, general liability claims, and worker compensation claims, reduced claims from 28 to 6 from previous year with a savings of over $300K.
Monitored customer service program and “Instant Charge” program, improved ranking from #41 to #11.
Brooks Brothers
General Manager, Boston, MA 1998-2000
Responsible for all business aspects of $12M annual sales, flag ship retail store.
Exceeded $11M annual sales quota in 1999 and $10M annual sales quota in 1998.
Managed a 60 person staff, including supervisors, sales, operations, and shipping/receiving.
Responsible for HR practices, recruiting, training, counseling, and staff reward/disciplinary actions.
Responsible for customer service, loss prevention, payroll, merchandising, marketing, and customer events.
General Manager, Chestnut Hill, MA 1997-1998
General Manger, Peabody, MA 1996-1997
Operations Manager, Boston, MA 1995-1996
Assistant Manager, Peabody, MA 1995-1995
Education: Franklin Pierce University, Rindge, NH 1989-1993 Bachelor of Arts and Minor in Marketing.
Captain, Division 2 Varsity Baseball Team (1992-1993)
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