Customer Service Store Manager

Juan C. Guardado

Sacramento, CA • 916-***-**** • ************@*****.***

Summary

Over 15 years of Retail Management, multi-dimensional, experienced, hands-on professional with a record for handling progressively increasing responsibility; offer exceptional teamwork spirit, positive attitude, and a style based on integrity, excellence, and trust. Highlights

Retail Store Operations and Inventory

Management

Shrink Reduction and Loss Control

Management

Scheduling and P&L Management

Recruiting and Interviewing

Analyze operating and financial

statements for profitability ratio

Sound ability to understand financial

statements and sales forecasts

Managed retail staff, including cashiers

and sales associates on the floor

Ensure standards for quality, customer

service and safety standards are met

Manage different departments within the

store

Handle and resolve customer questions,

complaints, and issues

Bilingual English and Spanish

Merchandising strategies & Plan-O-Grams

Outstanding organizational skills

Excellent verbal and written communication

skills

Conflict resolution skills

Flexible and uncommon ability to work with

others as a team

Thorough knowledge of principles,

techniques, and objective of marketing,

sales, and leadership

Exceptionally self-motivated and great ability

to work on own initiative

Coach, counsel, recruit, train, and discipline

employees

Evaluate on-the-job performance

Identify current and future trends that appeal

to consumers

MS Office (Word, Excel, Power Point); POS

Inventory Systems

Experience

Orchard Supply Hardware, Sacramento Area, CA January 2011 to Present District Manager January 2017 - Present

Work collaboratively and cross-functionally with business partners to maximize and improve sales, revenues, profits, service levels and operational processes

Perform comprehensive store audits in compliance with company-level audit procedures including scoring and a report of findings that include recommendations to improve operations and reduce costs

Regularly visit stores and field partners to evaluate processes and identify opportunities for expense savings, process improvements and communication clarity

Advise district team on matters related to operational processes and execution

Create actionable and effective plans with defined timelines for achieving sales and profit goals Store Manager March 2014 – January 2017

Developed a high performing team from hiring, training, evaluation and coaching that delivered a service experience that engaged our customers

Engaged and developed Assistant Managers through coaching, follow-up and recognition

Managed store budget for daily operations and initiatives in order to achieve business objectives ties to the P&L

Ensure payroll is managed to budget and that schedules provide for the best customer service and overall store operation possible.

Continually communicate by walking the store and executing district and operation goals

Controlled shrink by training, communicating, observing and evaluating entire store’s execution of shrink control processes and minimizing other forms of risk

Provide overall leadership presence for the store including respect for the associates and building morale

Assistant Store Manager January 2011 - March 2014

Hire, train and coach behaviors to leads and associates enabling a high performing team

Teach and develop merchandising acumen to the sales leads and associates ensuring the right amount of products are in the store at the right times.

Assisted Store Manager in managing store budget for daily operations and initiatives to achieve business objectives ties to the P&L

Responsible for the implementation and execution of Standard Operation Procedures and initiatives to maximize customer satisfaction and business efficiencies

Manage overall performance of team and actions to decrease losses, minimize shrink and other forms of risk to ensure store compliance standards are met

Maintain high levels of customer service, with a sales goal of $7-8 M. The Home Depot, Sacramento Area, CA October 2002 to July 2010 Operations Assistant Store Manager July 2009 – July 2010

Managed operational processes for five departments, four supervisors and 120-150 associates in a store with a sales goal of $48 M

Assisted in hiring, training, performance management, recognition and payroll to ensure customer service and operational goals were met

Leader of Store Inventory Preparation Team for the District which included making sure stores executed yearly store inventory efficiently

Merchandising Assistant Store Manager July 2006 – July 2009

Managed the Folsom store operation that consisted of four departments, three supervisors and forty-eight associates with a sales plan of $52 M

Created innovative merchandising for end caps and seasonal area that were easy to shop and relevant for customer needs

Merchandising Department Supervisor October 2002 – July 2006

Strong skills to surpass sales plan in three departments: Paint, Lumber, and Building during four consecutive years

Recognized as high potential associate in the district with an outstanding performance rating

Responsible for managing and training 20-30 associates while keeping the customer service levels high throughout the store

Education & Training

Rio Linda High School, Rio Linda, CA

High School Diploma

ROTC top rank Two-Star Colonel

Honor Roll 3.5 GPA

Manager Training Programs

Home Depot

Human Resources Training

Haz Waste and Safety Training

Orchard Supply Hardware

Customer Service Certified

Forklift Certification

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