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Customer Service Manager

Louisville, Kentucky, United States
May 14, 2019

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Mr. Stacey Anderson

502-***-**** ●

LinkedIn profile:

Enthusiastic leader and trainer with over 18 years of administrative leadership, relationship- building, business operations, and project management experience. Multi-industry mentoring, human resource, consulting, development, and strategic planning experience in the retail sales and finance industries.

University of Phoenix, Louisville Campus MBA Project Management – Marketing, 2014

Bachelor of Science – Business Management, 2010

Rose State University, Midwest City, OK Associate of Science – Business Management

United States Army, 1985 – 1991

Leadership Academy, Drill Sergeant School

Kroger, Human Resource Assistant Store Manager, April 2015 – Present

As a member of the Management Team, improve associate preparedness to provide an excellent customer experience. Lead department teams in planning and execution of merchandising and operations initiatives and identify opportunities for improvement. Achieve or exceed weekly, periodic, and annual sales, wage budgets, profit budgets, and other targeted goals. Analyze and respond to the competitive landscape within the store, district and division. Human Resources special focus assignment: Supervise and work closely with hiring team, Payroll, and New Hires to achieve seamless onboarding experience and improve employee retention.

TJX Companies, Inc. Operations Manager, 2003 – 2015

Managed the daily operations and a team of 65 associates in an $11M retail business. Trained management and staff in various marketing and business strategies. Developed a consistent scheduling plan to ensure adequate staffing to meet business requirements. Recruited new staff and conducted new hire training; determined compensation, merit increases and promotions. Increased annual overall profits by $2M as a result of augmented marketing and customer service initiatives. Fostered relationships with all levels of management and peer groups to enhance awareness, support, and promotion of company policies and procedures. Monitored performance metrics to evaluate store effectiveness relative to sales objectives and recommends strategies to the District level to improve performance and efficiency.

New Equity Mortgage, Broker, 2001 – 2003

Exceeded mortgage loan operational standards by contributing mortgage loan information to strategic plans and reviews; implemented production, quality, and customer-service standards while resolving problems and identifying potential mortgage loan system improvements. Attracted new mortgage loan applicants by developing relationships within the real estate community. Practiced regulatory, loss prevention, and policy compliance in accordance with federal banking and mortgage origination practices.

Kmart, Operations Manager, 1995-2001

Provides “World Class” Customer Service by surprising and delighting our customers every day. Assists Store Coach in managing the store including establishing priorities, following up to, and supervising store associates. Works with direct reports and other coaches to ensure the implementation of corporate merchandising, operations, and human resources programs and directives. Controls expenses and works to reduce expenses when possible. Follows up on all asset protection procedures to reduce invisible waste. Reviews operations of license departments (i.e., footwear) for optimal service and sales.

Training & Development

•Union Awareness Training – May 2009

•Leadership Development Training – 2005

•Customer Service Excellence – 1990-Present

•Human Resources & Employee Development – 1992-Present

•Loss Prevention – 1992-Present

•Procedure Development & Implementation – 1995-Present

•Report Analysis – 1995-Present

•Strategic Marketing – 1997-Present

Areas of Expertise

•Compassionate & Inspiring Leader & Trainer, Diplomatic Negotiator

•Communicates effectively with all levels

•Focused on Relationship Development, Team Cooperation and Unity

•Project Coordinator, Organized and Precise, Deadline Driven

•Experienced Public Speaker and written skills

•Ability to Work Independently

•Expert in MS Office Suite

•Excellent in time management

Volunteer and Non-Profit Work

•A-TEAAM Mentor

•Wayside Homeless Shelter Volunteer

•Canaan Christian Church, Usher

•Whitney Young Corp Center, Trainer: Employability Skills

•Evangel Church Daycare, Chaperone

•Brandies Elementary School, Parent Volunteer

•Red Cross Volunteer, Data Input Operator Hurricane Katrina

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