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Manager Customer Service

Chelsea, AL, 35043
March 15, 2018

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Stephen K. West

**** **** ***** *****, *******, Al. 35043

Tel: 205-***-**** Email:

Job Objective

I am looking to join a growing organization. In the current economy, many legendary companies are in a cyclical downward trend. I enjoy teaching, talent acquisition, and helping others achieve their goals. I have many years of experience in recruiting, and retaining high performing teams, and would like to bring that skill-set to your organization.

Liberty University Oct 2015 ~ Dec 2018 Associate, Theology / Religious Studies.

(Still in progress. I am taking courses as time allows.)

The University Of Alabama Jan 1990 ~ Feb 1991 Associate, Marketing (Did not finish went into management with Lowe’s.)

Gadsden State Jr. College. Sep 1988 ~ Dec 1990 Associates Degree, Business

Work History

Lowe’s Home Improvement. May 2004 ~ Apr 2017 Market Director / District Manager

I was responsible for talent acquisition, engagement scores, and retention metrics in four separate markets across the U.S. ( Indianapolis, Central Mississippi, Alabama, Lexington, Ky., and Greater Memphis, Tn.) my primary area of focus was “target” markets. Which are traditionally denoted as underperforming areas. Market Directors of Stores (MDSs)are ultimately responsible for overall store performance within their Markets with a primary focus on sales and profitability. MDSs are expected to drive store sales growth and profitability by approaching their business strategically, studying issues and opportunities within their local markets, and working to develop/implement long-range plans that drive business objectives. MDSs must coach and develop the leadership talent in their Market and constantly prepare and lead their people through change. They need to empower Store Managers to lead their businesses and manage operations autonomously within their stores. MDSs are expected to have all stores in a state of sales and service readiness at all times and make sure that all corporate-originated programs are optimally implemented. I led 2300-3000 employees as the Director, with revenues ranging from 400-600 Million Dollars. I managed shrink, and turns on 60 million dollars worth of net inventory. Led freight flow optimization to maximize sales turns and profit. Informs and Executes Strategy • Drives Business Results and Maximizes Sales • Creates an Obsession for Service that Differentiates Loweʼs from the Competition • Validates Operational Basics • Builds Talent Pools • Supports Employee Engagement. Responsible for Shrink, and Safety Goals.

Lowe’s Home Improvement Oct 1998 ~ Oct 2004 Store Manager

I led four different locations as a Store Manager. My area of expertise for the company was recovering struggling stores, making them profitable, and operationally sound. Annual Revenue was 35-48 Million Dollars. The Store staff was 180-280 employees. Responsible for overall store operation, sales and margin performance and management of all store personnel. Responsible for store units Shrink and Safety Goals annually. The Store Manager executes Lowe s business strategy through: Leading teams and reacting with agility to internal and external factors; Developing key relationships, including customer, workforce and community that improve business results; and Empowering teams to deliver superior customer service that produces positive business results. In addition, the SM is ultimately accountable for overall store expenses, merchandising standards, policy and procedure compliance, safety, security, supervision, training, mentoring and scheduling of all personnel.

Lowe’s Home Improvement April 1991~ Oct. 1998 Assistant Store Manager/ Dept. Mgr.

The ASM Service is primarily responsible for managing all customer service activities on the sales floor that help enable the desired customer experience. This includes accountability for driving customer satisfaction results and reducing the number of customer complaints across the store by ensuring that superior customer service is delivered on a consistent basis. In addition, the ASM Service may be expected to provide full leadership over the store at any point in absence of the Store Manager.

Concord Custom Cleaners Jan 1989 ~ Feb 1992 Assistant Store Manager


Store Manager Of The Year 2002. (Homewood, Al.)

Double Digit Comp Award 2002.

Winners Cup Challenge 2002.

Regional Store Of The Year 2005 (Noblesville, In.)

Regional Store Of The Year 2006 (Noblesville, In.)

Regional Store Of The Year 2010 (Florence, Al.)

Regional Store Of The Year 2014 (Georgetown, Ky.)


Ricky Thompson - Dollar General DM

Joe Eades – Lowe’s Market Sales Manager


I am an avid reader, and outdoorsman. I have four healthy children and am happily married. I enjoy church and participating in my community with organizations like habitat for humanity. My true passion is teaching others how to succeed and reach their goals. Team building is a primary skill set I have successfully demonstrated across three decades now. I take joy in being able to create a team, and watch them achieve their goals.

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