Customer Service Manager

James C. Gorman

*** ******** ***, ****** ******* Fl, 32708 828-***-**** **********@***.***

A results oriented professional with a hyper focus on increasing sales, decreasing expense and mitigating loss in any environment.

SUMMARY OF QUALIFICATIONS

* Effectively executes operational continuity and execution through concise communication of vision and core purpose on a divisional and global scale.

* Developing relationships through formal and informal channels across the organization, to gain desired results in a timely and effective manner.

* Business acumen: Proven ability to analyze, identify and course correct opportunities through financial reporting and company measured metrics.

* Leadership/talent development: Increase effectiveness by fostering an environment conducive to customer loyalty, associate development and reduced turnover.

* Shrink mitigation: Expert in identifying and course correcting shrink related processes.

* Cross functional agility: Can see the entire picture and viability of operational processes by bridging corporate vision to store execution.

CAREER ACHIEVEMENTS/SKILLS

* Transformed the entire operational audit process as the West Coast Director of Internal Audit for Home Depot. Partnered with the training department to further increase visibility and swiftly effect positive change.

* Identified a verifiable $120 million shrink exposure through an operational process gap. Suggested course corrective implementation which involved no expense, no time and no disruption in daily store operations. This exposure corrected 1/8 of the company’s actual annual shrink.

* Was instrumental in the transition of Home Depot into Canada by restructuring basic daily operational processes including Receiving, Special Orders and Front End/Cash Handling.

* As the District Manager, successfully managed the lowest ranking District in Dollar General (#681 of 681) to a ranking of #123 of 681 in 9 months through identification of opportunities, simplification, training/ developing leadership and structuring a foundation of trust and loyalty with store managers, in 20 Dollar General stores.

PROFESSIONAL EXPERIENCE

Stream Lined Solutions 2012 – Current

Owner and founder, assisting small business owners to increase sales and profitability. Specialize in creating a culture of world class customer service through basic merchandising initiatives, associate and leadership development, shrink mitigation and control, simplification of operations and basic business acumen.

Home Depot 2010 – 2012: District Operations Manager – Asheville, NC

Responsible for high level Operational Execution for a $430 million dollar district of Home Depot. Developed leadership teams to leverage sales and profit opportunities with regard to managing store operations, shrink mitigation, asset protection, P&L controls, safety and environmental compliance, theft/fraud, business continuity and crisis management. Identified areas of opportunities through regular follow up audits and facilitated game plans to course correct. Gained partnership with Store Managers and Assistant Store Managers to successfully achieve sales, shrink and profitability goals. Handled multiple global projects while remaining focused on facilitating, identifying and addressing District specific opportunities and needs.

Owner of 2 Rocky Mountain Chocolate Factory Stores 2001 - 2009

Personally designed, built and operated a prototype store to open local markets in regional malls for the Rocky Mountain Chocolate Factory franchise. Responsible for all daily operations from the sales floor to store support. Implemented a series of Associate development programs which effectively resulted in a 22% increase in sales and 0% turnover during the first 12 months of ownership. Received several awards from the Mall acknowledging the store and its associates for the best overall Customer Service Store in the Mall.

Home Depot 1991 - 2001: Held the following positions:

Home Depot Director of Internal Operational Audit - West Coast:

Transformed the entire operational audit process throughout Home Depot to ensure continuity and maximize results. Responsible for hiring, training and developing operational audit personnel to ensure constructive, practical audits on operational procedures in 184 Home Depot Stores. Developed operational processes designed to mitigate shrink, reduce labor hours and increase sales. Assisted the training department in training new and existing District Managers, Store Managers and Assistant Store Managers. Implemented and carried out quarterly training for District personnel including but not limited to Store Operations, P&L controls, Safety and Environmental compliance and Product Ordering/Replenishment.

Home Depot District Operational Internal Auditor- New York/Maryland/Virginia:

Initiated new approach to auditing operations in Home Depot Stores throughout the country. Assisted in the implementation and delivery of developmental/ training programs for each area of store operations including Receiving, Special Orders and Front End/Cash Handling. Assisted in training operations in new store openings throughout the company including Michigan, South and North Carolina, Denver and Las Vegas. Was instrumental in the transition of Home Depot into Canada. Identified several areas of shrink exposure then designed and implemented new procedures to limit or reduce shrink exposure.

Home Depot Store Manager - Southern California:

Responsible for all daily operations for a $56 million store (annually) which included but was not limited to meeting and exceeding sales plans, shrink reduction, associate development and operational astuteness. Was designated as the District Trainer for Store Managers on P&L review, identification and recovery of mis-used budgeted operational costs. Identified and recovered $200,000 from the P&L within the first 6 months of being a Store Manager.

Home Depot Loss Prevention Manager - New York/Connecticut:

Created and assisted in the delivery of new, company wide Loss Prevention guidelines. Appointed the District Trainer for new and existing LPS's on the nuances of shrink identification and prevention. Responsible for maintaining safety standards throughout the stores while administering all Workmans Comp and General Liability claims. Responsible for training Store Management teams on new procedures of a SKU level inventory process.

AAFES (Army and Air Force Exchange Service) - Zama Japan 1979 - 1986

As the Youngest Manager in the Pacific Region for AAFES, held positions of increased responsibility from Receiving Manager to the DC Warehouse Manager. Internationally OSHA certified and served as the regions Safety Team Leader conducting monthly walks and audits in surrounding AAFES Stores. Was chosen to establish and implement procedures for the first Central Off-Site Holding facility for 6 AAFES stores, for systematic, safe storage and quick retrieval of Customer Owned merchandise, also known as Will Calls and Lay-a-Ways. Managed a Car Care Center complete with Gas Station and a 6 bay Tire Service and Oil Change facility.

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