Customer Service Sales

SEAN LEE

American Canyon, CA. ***** · 707-***-****

*********@*****.***

Information technology professional with a background in project management, business and systems analysis, installation and configuration. Successfully managed cloud-based Network project to convert 250 stores from x86 servers to Meraki cloud solutions along with managing the successful merger of 546 stores from a 3rd party network management to bring in-house over a 3 year period.

Successfully managed the implementation of in store Customer WIFI for 1079 stores to improve customer loyalty and a better shopping experience while transitioning 450 stores from a 3rd party WIFI vendor with limited service.

Highly motivated, self-directed professional with 20+ years of leadership experience, in addition to 11+ years of network & cabling expertise. Proven ability to lead operations and to manage complex projects with a high rate of success. Strong communication skills, and willingness to go above and beyond expectations.

EXPERIENCE

OCT. 2014 – PRESENT

IT MANAGER, safeway corporate

Manage retail store support for all POS and PC based equipment in 285 stores and 86 Labs while managing a team of 14 Field technicians.

Reduced overtime costs by 125 hours by rerouting store to tech ratio and location.

Successfully managed Meraki Network Project for 796 stores across the company over a 3yr period including 250 pilot conversion stores and 546 Merger stores.

Successfully managed deployment of In-House Customer WIFI across 1079 stores.

Support store retail & Lab IT Functions including deployment and repair of new Workstations, Network devices, Access Points, Printers, Phone Systems.

Schedule Pilots of new equipment to Labs & Retail Stores.

Diagnose and provide resolution to ensure equipment is performing at optimal levels.

Manage ticket resolution system to ensure that open tickets are handled in a timely manner.

Consistently managed team to meet or exceed 92% SLA goal for all service tickets

Provide remote desktop support to Field Technicians to ensure that all computer related issues are handled properly.

Created implementation methodologies to control project costs and meet deadlines.

Implemented a Microsoft Azure cloud solution, migrating x86 servers to cloud infrastructure.

JUN. 2008 – PRESENT

NETWORK TECHNICIAN, self employed

Install network cabling for residential and commercial buildings, including setup and troubleshooting.

Handle wireless router installation and configuration to maximize performance, including flash bios upgrades.

Complete CCTV cable installations for commercial security systems with wireless remote management.

Manage VPN Tunnel applications for multiple location sites.

Networking set-up & Troubleshooting.

New store installations.

VOIP phone installations.

Oversaw and managed operational and security requirements for numerous computers in the network, related systems administration and regular maintenance.

DEC. 2011 – DEC. 2012

STORE MANAGER, CVS caremark

Directed the daily operations of the store.

Oversaw scheduling and ordering for pharmacy department run as separate store.

Set exceptional customer service standards to increase revenue.

Completed the weekly ordering for 5 San Francisco stores, including specialty items for tourist travel.

Ensured sales to budget goals were met.

Created work schedules according to sales volume and number of employees.

Assigned work to team members based on company needs, personal strengths and job knowledge.

Interviewed job candidates and made staffing decisions.

Scheduled and led weekly store meetings for all employees.

JAN. 2011 – DEC. 2011

STORE MANAGER, Dollar Tree

Responsible for all store orders including frozen food & dairy to ensure proper inventory of merchandise based on rate of sales.

Forecasted monthly promotional buying to generate sales and promote first of month sales opportunities.

Co-managed the #2 volume store in company.

Responsible for the setup of new high-volume store with largest frozen food penetration in region.

Obtained highest customer satisfaction rating for three weeks in new store location over company average.

Reviewed and monitored scheduling, purchases and other expenses to maintain budget.

Managed, hired and developed top talent to strengthen workflow and productivity.

Increased profits through effective sales training and troubleshooting profit loss areas.

Assigned work to team members based on company needs, personal strengths and job knowledge.

Engaged and interacted with customers to create a positive shopping experience.

SEPT. 2008 – DEC. 2010

OPERATIONS MANAGER, tj maxx

Responsible for improving store efficiency and lowing labor expense.

Managed daily operations, including sales, purchasing, scheduling, and P&L.

Identified and targeted areas in need of improvement through close monitoring and tracking of daily operations.

Reduced overtime by 40% by rescheduling shifts to maximize receiving and stock time.

Oversaw inventory and product stock to develop and maintain inventory controls resulting in cost savings and reduced overages.

Supervised department team members to foster site-wide productivity.

MAY 2005 – SEPT. 2008

DISTRICT OPERATIONS MANAGER, Home Depot

Responsible for scheduling, payroll, hiring, training, performance evaluations, sales analysis, inventory control, ordering, and safety audits.

Managed the setup of 3 new stores in order to ensure its successful operations.

Modeled best practices for sales and customer service.

Drove sales for 6 stores in the district, generating $45,000,000 in annual volume.

Built positive and productive relationships with store and field leadership.

Reduced corporate risk by managing shrink processes and controlling inventory levels.

Monitored and evaluated teams, identifying and targeting opportunities for improvement.

JAN. 1996 – JUN. 2006

ASSISTANT MANAGER, Yardbirds Home Center

Responsible for design and sales for home improvement projects including Door, Window, and Kitchen & Bath design.

Handled scheduling, payroll, hiring, training, ordering, performance evaluations, and project management.

Started an outside sales program to increase store sales by 30% yearly.

Top Salesperson award 9 times over 3 years.

Trained new employees on proper protocols and customer service standards.

Increased profit by streamlining operations.

Mentored new sales associates to contribute to the store’s positive culture.

Strategically scheduled team members to maintain optimal staffing levels.

Communicated clear expectations and goals to each team member.

Maintained established merchandising standards, including window, sales floor and promotional displays.

EDUCATION

JUN 1988

GENERAL STUDIES, clayton valley high

SKILLS

Project Management

Service Now ticketing system

Meraki Cloud Service

Managing multiple projects simultaneously

Microsoft Provider Partner

Microsoft Insider Elite Member

Process Improvements

Customer focused

Excellent problem-solving abilities

Data analysis

Working with shifting priorities

Team leadership

Enterprise technologies

Project documentation

Windows Server 2008

Configuration management

Employee training and development

Staff management

Payroll and budgeting

Business analysis

Strategic planning

POS systems expert

Computer literate

Excellent work ethic

Phone Systems

Network Printers

desktop support

CCTV

Microsoft Beta Testing

Microsoft Office

Customer service

Planning and implementation

Training delivery

Network upgrades

Online conferencing

Windows and Linux

Large computer networks

Troubleshooting

Verbal and written communication

Time management

Documentation and reporting

Team building expertise

Detail-oriented

Goal-oriented

Natural leader

Creative merchandising

Skilled problem solver

Customer-oriented

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