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Manager Customer Service

Lawrenceville, Georgia, United States
April 12, 2018

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**** ****** ***** **********, ******* 30078 770-***-****/678-***-****

VERSATILE EXPERIENCED RETAIL MANAGER SEEKING ROLE IN RETAIL MANAGEMENT EXPERIENCED IN DRIVING CUSTOMER AND EMPLOYEE ENGAGEMENT WHILE EXCEEDING REVENUE & COST CONTROL TARGETS A focused and determined team player w ith extensive e xperience in retail management; in the competitive consumer space I offer entrepreneurial intelligence, strong multitasking abilities, and verifiable experience driving bottom line growth while inspiring teams to peak performance. I cultivate internal and external business relationships built on respect, humility, loyalty, and trust. I help teammates see things clearer using a “hands on”, results oriented, team based leadership style; which brings out the best in teams so they are inspired to do their best each day. Walmart / Marietta, Georgia

Retail Store Manager (Mar. 2014-Aug.2018 Corporate Store Closure)

● Improved overall store satisfaction from 78% to 102% which led to store being chosen as customer choice 3 consecutive years in a row. This was achieved by managing, supervising, and training over 160 employees by department and providing clear leadership and direction to the customer service team on a daily basis that.

● Managed visual merchandising process which included store stock and merchandising floor arrangements according to the company’s monthly planogram and weekly sales planogram.

● Maintained operational excellence by assisting preparation of correspondences, schedules, and payroll info with executive lead and actively identified areas for improvement of processes to eliminate bottlenecks and improve overall customer satisfaction.

● Exceeded cash management goals through the use of daily and hourly audits on registers to ensure cash was accurate as managed through the echo system. Verified bank deposits and change order for cash pickups.

● Led by example on a daily basis by answering phones, greeting and assisting customers with issues and locating merchandise; also handled general administrative duties such as filing, faxing, copying, mailing, accepting deliveries and checking invoices, order forms, confirm, and cancel orders.

● Managed store level compliance with state and federal regulations for various money transactions executed through money center transfers and receipts.

RAC Collection Agency / Alpharetta, Georgia

Collection Agent (Sept.2013-Mar.2014) Part Time

● Attained a 90% recovery rate while handling high volume phone calls to assign 90 days delinquent customers; proactively achieved defined department goals and activity metrics while also assisting with cash management collection activities though the management of customer disputes of outstanding balances due.

● Proactively supervised risk management of new customers through systemic checks of references and verifying contact information and social security access.

● Initiated daily, weekly, and monthly delinquency notices to district manager and filed warrants on accounts that were 180 days past due and listed as hard accounts. WA Food Group/Atlanta, Georgia

Shift Manager (Mar. 2010- Apr.2014)

● Ensured the integrity of restaurant operations through excellence in customer relations. Attracted, retained and promoted new business through proactive community service efforts. This lead to my team being awarded on several occasions for “going beyond to meet quarterly goals”.

● Administered overall employee relations processes which encompassed staff recruitment, training, and performance evaluations. Effectively lead and motivated improved employee productivity metrics and satisfaction scores by implementing in house training and incentive plans.

● Supervised sales analysis, forecasting, and reported changes that could be made to ensure profitability to our P&L; Analysis was used to manage the department’s .weekly inventory and vendor deliveries to ensure the timely and cost effective purchasing of food and beverages.

BP Amoco /Atlanta, Georgia

Food Service Manager (Jan.2006-Feb.2010)

● Managed operations to consistently exceed or meet monthly budgeted revenue target of $150,000 in the café and $6.2 million yearly in overall store sales. Focus included proactive control of food expenses, labor costs, and general expenses to maximize profitability.

● Exceeded BP standards by consistently scoring in the 90t h

-100t h

percentile for 10K inspections. Score

emphasized store effectiveness in (1) ensuring the security and proper storage of food inventory and equipment

(2) ensuring the security of credit and financial certifications (3) replenishing supplies, inventory, uniforms, etc. in a timely and efficient manner, and (4) minimizing waste and controlling costs.

● Achieved numerous high passing scores from Georgia Health Department food operation inspections.

● Managed Café HR process to ensure compliance with BP procedures, staffing levels, and certification standards. Trained personnel in the daily operations of several café stores to ensure employee awareness of serve-safe food preparation standards and Department of Health regulations Assistant Store Manager (Nov.2005-Jan.2006)

● Effectively managed and operated the store in manager’s absence; duties included: scheduling of employee shift assignments and training, completing revenue, vendor and operational reports, and resolving customer issues.

● Directed the deployment of store floor plans to ensure the rapid movement of customer(s) throughout the store to increase sales and ensure better customer service.

● Ensured compliance with corporate controls and policies for sales, cash drops, safety, and customer service. ADDITIONAL RELEVANT EXPERIENCE

Marshalls Dept. Stores Merchandise Coordinator(Jan.2003 -Oct.2005) Meineke Car Care Center Office Operations Asst (June 2001- Jan.2003) EDUCATION & CERTIFICATIONS

High School Diploma with Honors (1998-2002); C.A.H.S. ; S t. Thomas, U.S.V.I. Certificate in Business Management Georgia State University; Atlanta, Georgia OSHA Certification, Georgia State University; Atlanta, Georgia RELEVANT SYSTEM & APPLICATIONS

MS office 365 Suite, Echo cash systems, Hightouch,SIMS system References Available on Request

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