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Customer Service Manager

Upland, CA
June 08, 2018

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Steven Robert Chester

**** ******** **. #***-***, Rancho Cucamonga, CA 91730


Summary Statement:

Extensive experience and success in business/operations and management, with a proven proficiency in communication including team building and leading, labor relations and issues, understanding a person’s strengths and weaknesses, motivation, and training in an inclusive environment. Skills include; self-motivated, detailed oriented, problem solving, planning, budgeting, and making it all work successfully and with winning results.


Master of Science in General Psychology 2014

Capella University - Minneapolis, MN

Bachelor of Science in Psychology 2011

University of Phoenix - Phoenix, AZ

Professional Experience:

Schematic Coordinator 2008 - 2017

Stater Brothers Markets - San Bernardino, CA

Overseeing of four locations, ensuring that they remained current regarding inventory, warehouse conditions, weekly merchandising, marketing plans and stocking conditions

Completed weekly merchandising schematics to ensure compliance in four locations

Trained stocking employees to ensure that standards were maintained for marketing, stocking, and general store conditions improving labor, sales, and profit

Trained store management to identified and correct issues involving product issues, stocking, inventory, and warehouse shrinkage

Store Manager 1998 - 2008

Stater Brothers Markets - San Bernardino, CA

Overseeing of all aspects of operations for locations with annual volumes that exceeded millions: staffing and scheduling 100 to 250 employees in multiple departments in highly competitive locations, and while maintaining general store conditions, customer service, and staffing, sales and profit, and compliance related regulations.

Served as onsite human resources, maintaining a diverse environment, employment, recruitment, employee relations, mandatory reporting, payroll and organizational development, and maintained ongoing relationship with (union) employee representative

Developed instructional lecture and literature programs for all new and newly promoted employees ensuring knowledge of general business plan, and motivation of employees, resulting in a 75 percent decrease in turnover, 90 percent decrease in absenteeism, and an increase of employee success within the company

Part of a training team for new management acquired during purchase of 43 establish locations

Successfully improved employee work ethic, and morale during acquisition of established locations to create a well-rounded workforce, and a smooth transition

Part of several team projects that included successful inventory methods, hiring programs, diversity training and management development

Developed and maintained a strong relationship with key vendors communicating creative marketing strategies, inventory, and increasing profit margins

Developed a “plan of operations” for locations that involved budgeting, inventory, and assembling the proper teams to ensure optimal conditions and service resulting in doubling business in the first year, and a top profit increase within the company

Developed a warehouse inventory system that was implemented company wide, decreased loss, and improved inventory control and results

Ensured that regulations were maintained throughout including state, union, and county resulting in 100% compliance awards in safety, and health

Developed a “eyes on safely first” program which decreased employee injury from 52 to 2 in the first year, and 0 for the next four consecutive years

Initiated community involvement programs that included, charity events, school involvement, and local events

Designed creative marketing programs involving rotation of product location, sampling, and maintaining inventory that helped to achieve a 200% volume increase over three years

Proficient in spreadsheet software (excel, SPSS), using statistical information such as product movement during certain dates and in various locations, as well as customer traffic for scheduling

Maintained daily accounting including deposits, payroll, invoices, and maintenance of location

Assistant Manager 1991 – 1998

Stater Brothers Markets - San Bernardino, CA

Planned and executed merchandizing throughout locations, improving volume and reducing shrinkage

Maintained warehouse conditions including inventory, deliveries, safely, and organization

Delegated and utilized personnel in such a way as to maintain store conditions, maintaining customer service and the budget

Ensured that company expectations of customer service were maintained throughout and in each department

Helped to maintained staffing in six different stores

Ran several stores in the absents of the store managers over extended periods of time

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