Customer Service Manager
Resume:
Patrick Browning
Noblesville, IN
Family Dollar Stores
July 2011 - Current
District Manager Muncie, 19 stores
District Manager Terra Haute, 18 stores
Area Operations Manager Indianapolis, 26 stores
DUTIES and RESPONSIBILITIES:
-Create a culture that fosters Family Dollar’s mission and values.
-Fair administration of human resources policies & practices.
-Superior customer service through fun, friendly stores.
- Area annual sales growth that meets or exceeds company targets through quality orders and efficient flow processes.
- All tools are effectively utilized in each store and market resulting in superior inventory presentation and management.
- Effective planning & execution of company objectives.
- Maximization of performance & productivity through a commitment to sensible store scheduling.
- Total development of human capital through proactive recruitment, selection and education of employees and customers.
- Protection of company assets through loss prevention and expense efficiencies.
- Identify and develop new business opportunities within operational area (i.e., distribution flow improvements, merchandising display efforts, store growth and real estate site selection, recruiting strategy, training and development priorities, employee Relations, customer service, systems implementation, etc.).
- Consistent and effective communication of divisional and regional priorities to store teams.
KNOWLEDGE and SKILLS:
- Demonstrated results-oriented leadership including the ability to model total development and serve as a steward of Family Dollar's mission and values.
- Demonstrated record of achieving performance goals and objectives.
- Financial analysis skills sufficient to interpret operating statements and other financial reporting data, manage budgets, and control inventory.
- Demonstrated ability to produce desired results by leveraging resources, maintaining tough expense control, managing merchandise effectively, and defining and communicating clear expectations.
- Demonstrated ability to manage multiple tasks in a fast-paced environment while demonstrating flexibility and adaptability.
- Demonstrated strong interpersonal and leadership skills including a willingness to consistently provide superior customer service, the ability to react appropriately under pressure, and the ability to apply good judgment in ambiguous situations.
- Demonstrated ability to effectively work in collaboration with team to achieve objectives in a participative management.
Dollar General Stores
December 2008 – July 2011
District Manager 21 stores Leesville, Alexandria, La.
DUTIES and RESPONSIBILITIES:
-Create a culture that fosters Dollar General's mission and values.
-Fair administration of human resources policies & practices.
-Superior customer service through fun, friendly stores.
- Area annual sales growth that meets or exceeds company targets through quality orders and efficient flow processes.
- All tools are effectively utilized in each store and market resulting in superior inventory presentation and management.
- Effective planning & execution of company objectives.
- Maximization of performance & productivity through a commitment to sensible store scheduling.
- Total development of human capital through proactive recruitment, selection and education of employees and customers.
- Protection of company assets through loss prevention and expense efficiencies.
- Identify and develop new business opportunities within operational area (i.e., distribution flow improvements, merchandising display efforts, store growth and real estate site selection, recruiting strategy, training and development priorities, employee Relations, customer service, systems implementation, etc.).
- Consistent and effective communication of divisional and regional priorities to store teams.
KNOWLEDGE and SKILLS:
- Demonstrated results-oriented leadership including the ability to model total development and serve as a steward of Dollar General's mission and values.
- Demonstrated record of achieving performance goals and objectives.
- Financial analysis skills sufficient to interpret operating statements and other financial reporting data, manage budgets, and control inventory.
- Demonstrated ability to produce desired results by leveraging resources, maintaining tough expense control, managing merchandise effectively, and defining and communicating clear expectations.
- Demonstrated ability to manage multiple tasks in a fast-paced environment while demonstrating flexibility and adaptability.
- Demonstrated strong interpersonal and leadership skills including a willingness to consistently provide superior customer service, the ability to react appropriately under pressure, and the ability to apply good judgment in ambiguous situations.
- Demonstrated ability to effectively work in collaboration with team to achieve objectives in a participative management style.
COMPETENCIES:
- Drives results by identifying opportunities to improve performance.
- Works efficiently by planning and organizing work to achieve goals and objectives.
- Focuses on customers by anticipating customer need, overcoming obstacles, and continually striving to improve customer satisfaction.
- Applies effective analytical skills by integrating complex information, while balancing tactical and strategic initiatives.
- Provides effective leadership by maintaining an environment that promotes teamwork and maximizes individual potential.
- Communicates effectively by providing clear and timely communication and demonstrating effective listening skills.
- Demonstrates adaptability by adjusting to changing business priorities
Sears Holdings Company – K-Mart Gas City, Kokomo, IN .
December 2006 – December 2008
Store Coach (Store Manager)
I managed all phases of the store operations including, but not limited to;
-Pharmacy operations and regulations
-Payroll
-Human Resources including hiring and discipline
-Merchandising & Sells
-Planning
-Budgeting
-Customer Service
-Vendor relations
-Scheduling
-Purchasing
Walgreens Drug Store
June 1999 - December 2006
Store Manager/District Group Leader
Marion, IN
Store Manager for the largest Front store Walgreen in Indiana. I manage all phases of the store operations including, but not limited to;
-Pharmacy operations and regulations
-Photo processing operations and regulations
-Payroll
-Human Resources including hiring and discipline
-Merchandising & Sells
-Planning
-Budgeting
-Customer Service
-Vendor relations
-Scheduling
-Purchasing
District Group Leader for the Five Muncie and Marion stores. My duties included;
-Organizing and conducting weekly meeting
-Advising the group Store Managers on purchasing and merchandising
-Assist in Implementing new programs as directed by the District Manager
-Act as liaison between group stores and District and Corporate resources
-Assistance to the groups Managers concerning any store operations
CVS/pharmacy
August 1991 - June 1999
Store Manager / Assistant District Manager
Peru, IN
-District Manager Revco of 11 stores in Kokomo, Peru, Logansportand Rochester
Store Manager in Peru, Logansport, Rochester, and Kokomo IN.
-All phases of store operations
-I managed through the Hooks to HSI to Revco to CVS transitions, implementing sweeping changes.
-Project Manager for store conversions. Supervised the re-modeling and re-fixturing of the area stores.
-Project Manager for consolidating stores. Supervised the merging of stores including closing stores.
Education
Indiana University Business
I've completed 2 years and have a 4.0 GPA on a 4.0 scale.
References
Mike Wilson (former Supervisor) 202-***-****
Don Aldridge (former Peer) 405-***-****
Shannon Lawler (former Associate) 765-***-****
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