Customer Service Sales

Cary V. McClendon

***** ****** ***** ****: 574-***-****

South Bend, IN 46635 Cell: 574-***-****

linkedin.com/in/caryvmcclendon **********@*****.*** LEADERSHIP PROFILE

Over 15 years of executive leadership experience and outstanding performance in customer service, sales, and merchandising. Strong background in operations management: employee relations, training, P&L, budgeting, and inventory control. Exceptional communicator, results-oriented leader, and innovative problem solver who builds effective teams and consistently exceeds strategic goals. Core Competencies and Strengths:

Team Motivation & Empowerment

Strategic Planning & Visioning

Talent Development

Conflict Resolution & Mediation

Customer Service & Relations

Data-Driven Decision Making

Time & Resource Optimization

Service Quality Improvement

Fiscal & Budget Management

Productivity Improvement

Sales Forecasting & Market Analysis

Sales Strategy & Implementation

Inventory Management

Contract & Vendor Negotiation

HIGHLIGHTS AND ACCOMPLISHMENTS

Achieved 10% comparative store sales at The Home Depot; exceeding plan by 4.5%.

Effectively train and mentor Home Depot associates resulting in 90% rating for customer service.

Accomplished profitability at 9% over the plan at The Home Depot.

Achieved 101% of store goal in 2015 in the Wal-Mart initiative on customer experience of clean, fast, and friendly service (only 59% of stores nationwide achieved a score of 100

Received the 2015 Regional Shrink Performance Award for the best shrink reduction and prevention among the Region 19 Great Lakes stores.

Built diverse leadership teams by mentoring and promoting women co-managers to store managers in 2013 and 2014.

Developed leadership talent by mentoring and promoting 12 associates to assistant managers and four assistant managers to co-managers from 2005 – 2015.

Managed the expansion of a general merchandise store to a supercenter in 2005.

Recognized by SBPD for outstanding internal investigations which led to recovering $300,000+ in merchandise from an international theft ring.

Supervised the opening of three supercenters including ground up construction, hiring and recruiting, and store planning.

PROFESSIONAL EXPERIENCE

The Home Depot

Store Manager, Indianapolis, IN October 2016 – Present

Lead profitable operations for the store with a focus on the company’s retail strategy: customer service, in-stock, and store appearance.

Empower four assistant managers, 15 department heads, and 130 sales associates to actively engage with customers to consistently meet and exceed quarterly and annual goals.

Develop, teach, and coach store leadership team and associates by conducting annual and mid-year reviews as well as reviewing individual development plans.

Counsel employees on performance issues and make termination decisions in consultation with the District Human Resource Manager and Regional Associate Relations Manager.

Leverage sales and profit opportunities through shrink management, safety and environmental compliance, P&L management, and markdown controls.

Monitor market trends and competition to execute an effective and strategic game plan. Cary V. McClendon Résumé Page 2

Wal-Mart Stores, Inc.

Store Manager, Benton Harbor, MI 2002 – 2016

Store Co-Manager, Goshen, IN 2001 – 2002

Oversaw daily operations of supercenters with $80 million in sales and 450 employees.

Directed 45 managers on effective employee performance, development of corrective action plans, and achievement of company’s customer service standards.

Incorporated company strategic vision into business planning and analysis to ensure short and long-term organizational success.

Navigated highly complex organizational and operational challenges to overcome barriers and achieve desired budget and P&L performances.

Implemented ideas to produce a positive impact on sales, customer experience, and competitive advantage while proactively reducing the negative impact of external factors.

Monitored financial data, identified and responded to market changes and opportunities, drove financial sales profile performance, and maximized profits through effective merchandising.

Forecasted growth, cost, and challenges using financial objectives and root cause analysis.

Developed and leveraged talent by creating and implementing performance plans to increase productivity, build diversity, and secure resources for ongoing development of personnel.

Evaluated and identified inventory control issues to minimize shrinkage, avoided obsolete merchandise, and took appropriate corrective action. Wal-Mart Stores, Inc.

District Supervisor of Loss Prevention, South Bend, IN 1997 – 2001

Oversaw seven supercenters with 2,100 employees and total sales of $300 million.

Improved overall performance by enforcing policies on loss prevention, risk control, security, quality assurance, pricing integrity, restricted item sales, and environmental requirements.

Investigated external and internal losses occurring on company property.

Evaluated loss prevention efforts to assess effectiveness and identify necessary corrective action. Assistant Manager, Indiana, PA (1995 – 1997)

Performed management responsibilities in a $110 million supercenter. Intersearch Market Research Company

Program Coordinator, Horsham, PA 1990 – 1995

Coordinated business computer software/hardware and consumer related research studies.

Managed 200+ employees: interviewers, study supervisors, and quality control monitors.

Monitored staffing needs for daily, evening, and weekend operations.

Trained staff on proper interviewing techniques, online terminal procedures, challenging respondent turnaround, and organization of material.

Developed strategies to motivate staff to improve performance. EDUCATION

Indiana University of Pennsylvania Indiana, PA

Completed Coursework toward a Bachelor of Science in Marketing (1983 – 1988) Additional Coursework, Training, and Professional Development:

Food Safety and Sanitation (ServSafe)

Walton Management Institute

Walton Leadership School

Foundations of Merchandising

Wicklander Zilowsky Certification

Minorities in Leadership

Inventory Shrinkage Prevention

COMMUNITY LEADERSHIP AND AFFILIATIONS

Executive Board of Directors, Boy Scouts of America, South Bend, IN, 2015 – 2016

Cornerstone Alliance (Berrien County Business Association), Benton Harbor, MI, 2001 – 2016

Habitat for Humanity Volunteer, Benton Harbor, MI, 2006 – 2007

St. Joseph County Outreach Minister, South Bend, IN, 2005 – 2008

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