Customer Service Manager
Resume:
JOHN S. MCKINNON
~ Purple Heart Recipient Operation Desert Storm ~
*** **** ****** • Beckley, WV 25801
815-***-**** • ************@**********.***
CAREER OBJECTIVE
Results-driven, solutions-focused and detail-oriented professional desiring a challenging and
rewarding Executive-Level Management role within a dynamic and successfully progressive
organization where the utilization of skills attained from previous positions can achieve future
internal promotions, drive corporate sales, and enhance overall levels of customer satisfaction.
PROFILE
Offer over 20 combined years of solid experience within General / Operational Management,
Retail Sales, and Multi-Unit Management, including expertise in
Profit / Loss Analysis, Training / Development, and Customer Relations capacities.
OPERATIONAL MANAGEMENT EXPERTISE
Demonstrate dynamic prioritization and time management skills, including quickly identifying
and resolving operational problems in a proactive and productive manner while maintaining
high quality standards and exceptional personal and professional work ethics.
Excel within independent or team-based environments to meet and/or exceed all
organizational goals and objectives while contributing proven business acumen and sharp
troubleshooting abilities.
Effectively apply dynamic communication and interpersonal relationship-building skills
toward guaranteeing the delivery of quality customer service.
Capable of staying focused and maintaining a calm demeanor in high-pressure situations
while exhibiting high quality, diplomatic customer / client services skills, both in person and
via telephone.
Seamlessly blend strong team-oriented decision-making abilities with outstanding
organizational skills and solid leadership attributes.
TRAINING / DEVELOPMENT EXPERTISE
Foster synergistic teamwork across a multitude of personnel levels while making solid
organizational decisions to reflect positively on customer satisfaction and store well-being.
Adept at motivating employees to perform to the best of their abilities and delegating tasks to
allow individualized work-related confidence, while ensuring the completion of all operational
targets and milestones.
Conduct valuable regular meetings for management and store associates to improve
communication measures and encourage useful staff feedback, while concurrently working
toward developing balanced and informed team members capable of handling various
business situations.
Empower associates to make decisions to reflect positively on customer satisfaction and
company-oriented well being.
JOHN S. MCKINNON
815-***-**** • ************@**********.***
PROFESSIONAL EXPERIENCE
District Manager
2011 – 2014
DOLLAR GENERAL, BECKLEY, W V
Oversaw multi-unit operations of twenty-one southern West Virginia locations to achieve maximum
operational profits and corporate success.
Ensured regional and company driven programs were in place and executed at store level.
Had complete P&L responsibility for all locations.
~ KEY ACHIEVEMENTS ~
Selected for Dollar General’s Regional Directors training program and successfully
completed the program second out of fourteen candidates division wide.
Chosen to train and evaluate newly hired District Managers.
District Manager
2008 – 2011
FAMILY DOLLAR, LEXINGTON, KY
Oversaw multi-unit operations of twenty regional retail locations and achieved maximum
operational profits and corporate success.
Provided extensive regional training duties for all employees utilizing proven corporate-wide
development programs and valuable professional techniques.
~ KEY ACHIEVEMENTS ~
Created and personalized a dynamically effective in-store training and development
program which was adopted region-wide for all personnel, including developing,
implementing, and maintaining high quality standards for all associates to provide
consistency within business operations.
Successfully implemented a unique Inventory Flow Program which was adopted region-
wide to achieve overall operational success.
Chosen to effectively evaluate and proactively implement a newly developed and substantially
beneficial company-wide time and attendance system within regional retail locations.
Market Manager
2005 – 2008
STAPLES OFFICE SUPPLY SUPERSTORES, CHICAGO, IL
Maintain responsibility for overall daily business activities and the operational performance
success of six retail locations within one of the nation’s largest retail office supply superstores.
Perform dynamic district-wide training for all incoming management personnel, as well as
provide comprehensive employee training / development based on both new and existing
professional development programs.
~ KEY ACHIEVEMENTS ~
Honored with a nomination for the 2007 “Silver Stapler” Award.
Actively assisted with the profitable openings of several new Chicago-area store locations.
District Manager
1996 – 2005
T.J. MAXX, CHICAGO, IL
Oversaw multi-unit operations of seven regional retail locations, as well as concurrently operating
several Chicago-area locations to achieve maximum operational profits and corporate success.
Provided extensive regional training duties for all employees utilizing proven corporate-wide
development programs and valuable professional techniques.
~ KEY ACHIEVEMENTS ~
Created and personalized a dynamically effective in-store training and development
program which was adopted region-wide for all personnel, including developing,
implementing, and maintaining high quality standards for all associates to provide
consistency within business operations.
Successfully implemented a unique Inventory Flow Program which was adopted region-
wide to achieve overall operational success.
Chosen to effectively evaluate and proactively implement a newly developed and substantially
beneficial company-wide time and attendance system within regional retail locations.
Multi-Department Buyer / District Manager
1984 – 1996
HANDY ANDY HOME IMPROVEMENT CENTERS, SCHAUMBURG, IL
Handled all senior-level buying responsibilities for various high margin departments within
several locations of this Midwestern chain of big box home improvement centers.
Supervised multi-unit operations and provided optimal area-level management support
within various regional locations to achieve consistently high levels of operational success
and uphold exceptional customer service standards at all times.
~ KEY ACHIEVEMENTS ~
Achieved store-wide and industry recognition for developing the innovative “Store of the
Future” concept.
Successfully developed several cost-effective, yet profitable “Own Brand” label lines.
Substantially increased comprehensive store-based and district-wide revenues each year
of employment.
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