Customer Service Sales
Resume:
Rick Briones
Cell: 505-***-****
Email:*********@*****.***
Professional Qualifications and Key Strengths
Results Driven, customer centered, bilingual manager with 17+ years of experience in Store Management. Proven record of
success in improving business development, profitability, service, and quality business. Strong Management experience at
various supermarkets, and with a National Retail/Wholesale chain, specifically Wal Mart Inc. Divisions; Wal Mart Super
Center, Wal Mart Neighborhood Market, Wal Mart Discount and SAM’S Wholesale Club. In these capacities, I have Strong
understanding of overall store operations with full P/L responsibility up to $70 million in annual sales volume. Strong and
decisive leader with excellent analytical, team building, planning abilities and extremely customer service oriented.
Additional knowledge/skill areas include:
Visionary Leadership Human Resource Management New Business Development
Mentoring and coaching Change Management Strategic Business Planning
P & L Management Interviewing, Training/ development Operations Management
Customer Service / Loyalty Policies, Programs and Procedures Expense and Inventory Control
Professional Experience:
Safeway MD (2014 2014)
02/2014
Store Director
Hold full P& L responsibility for a 61,000 sq. ft. facility with up to $23 million in annual sales volume, overseeing 110 plus
team members and up to $32,000 weekly payroll. Scope of accountability includes training and scheduling employees,
purchasing/ displaying/advertising merchandise, managing budgets, shipping and receiving goods, and ensuring
safety/security.
Delivered Results:
Royal A Hold (Giant Food Supermarket/Stop & Shop) – MD/NJ (2010 2014)
09/2010 02/2014
Store Director
Held full P& L responsibility for a 61,000 sq. ft. facility with up to $24 million in annual sales volume, overseeing 130 plus
team members and up to $33,000 weekly payroll. Scope of accountability includes training and scheduling employees,
purchasing/ displaying/advertising merchandise, managing budgets, shipping and receiving goods, and ensuring
safety/security.
Delivered Results:
Directed the operation of a retail store to develop and maintain a high standard of merchandising,
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placement, store branding, and proper display techniques in order to create an inviting impression for
customers. RESULT: Transformed an under producing departments, immediately resolving long
standing problems, and instituting incentives that elevated performance while building morale and
motivation.
Improved sales through aggressive merchandising and superior customer service. RESULT:
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Ramped store 2012 sales from $22,866,000 LY to $25,605,000 @ +10.51% from LY and in
under 2 years. Sales better than District average @ 1.80.
Improving efficiency, maximized profits while minimizing costs : RESULT: Increased Gross
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Profit from LY @ 29.74% ($6,753,000) to 29.27 % ($7,495,000). Total Labor from LY
@15.55% to 14.55% a reduction of 1%. Other Store Expenses from LY @ 5.52% to 4.73% a
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reduction of 0.79% BP.
Roundy’s Supermarket
12/07 08/09 (2007 – 2009)
Store Director
Held full P& L responsibility for a facility in a union environment with up to $22 million in annual sales volume, overseeing
100 plus team members and $64,000 weekly payroll. Scope of accountability include training and scheduling employees,
purchasing/ displaying/advertising merchandise, managing budgets, shipping and receiving goods, and ensuring
safety/security.
Delivered Results:
Instituted customer service levels Instituted customer service Instituted customer service culture, elevating service levels,
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enhancing company profile, sales, and contribution to the store profit and growth and competitive advantage. RESULT:
Store brought in a Y T D Actual Sales increase from $21,293,000 LY to $21,861,000 TY. Store brought in a Store EBITDA
Profit increase of a +1.22 % from $4,699,986 LY to $5,051,429 TY.
Instituted shrink control measures; reduced losses through the establishment of communication of team goals, monitoring
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safety programs and compliance areas, enhanced associate, and management training and improved monitoring.
Monitored and reduced losses through effective use of order guides, production logs, rack and case management,
recording/measuring throw a ways and following standard operating procedures to maintain freshness and quality.
RESULT: Store shrink was reduced from 2.87% LY to 2.47% TY.
Wal Mart, Inc. (1997 2007)
Build a successful career 10 year at Wal Mart Inc., learning every position in the store before promotion into a Store
Manager position holding full P& L responsibility for various divisions with the Wal Mart organization; SAM’S Club, SAM’S
Club Corporate, Wal Mart Super Center, Wal Mart Discount, Neighborhood Market up to a 200,000 sq. ft. facility and with
up to $70 million in annual sales volume, overseeing 200 plus team members including 10 direct reports and up to $53,000
weekly payroll. Scope of accountability includes training and scheduling employees, purchasing/ displaying/advertising
merchandise, managing budgets, shipping and receiving goods, and ensuring safety/security.
SAM”S Club MI (2005 2007)
Club Manger
Held full P& L responsibility for a 200,000 sq. ft. facility with up to $70 million in annual sales volume, overseeing 200 plus
team members including 10 direct reports and $53,000 weekly payroll. Scope of accountability includes training and
scheduling employees, purchasing/ displaying/advertising merchandise, managing budgets, shipping and receiving goods,
and ensuring safety/security.
Delivered Results:
Instituted proactive Member Service culture, elevating service levels, enhancing company profile, and contribution to the
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clubs profit and growth and competitive advantage. RESULT: Club brought in a Y T D Actual Sales increase of +1.54 %
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from $69,890,760 LY to $70,968,232 TY. Club brought in a Contribution Profit increase of +7.12% from $4,699,986LY to
$5,051,429 TY. Club Membership increase of +2.67% from $1,755,032 LY to $1,892,737 TY.
Developed club level action plans to improve sales, drive the store business plan, and managed payroll administration,
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budgeting, and the annual performance review process. Analyzed profit and loss, develop, and implemented creative
solutions to increase efficiencies, and reduce costs. RESULT: Club brought in total controllable expenses of 7.31%
decrease from $5,518,586 TY $5,180,634 LY.
SAM’S CLUB AZ (2004 2005)
CO Manger
Delivered Results:
Reached sales and operational performance goals, primarily through training and mentoring assistant managers in sales
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techniques, inventory control, records management, and staff supervision. Recognized and received a 3rd time record in
exceeding $100 plus million in annual sales. Club achieved $114 million annual sales with a bottom line profit of $4
million. RESULT: Promoted to Club Manger.
Instituted shrinkage control measures that consistently reduced losses through the establishment and communication of
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team goals. Monitored Safety Programs and compliance in all areas, enhanced associate and management training, and
improved monitoring. RESULT: Club brought in a reduction provision shrink from 0.23 % LY to 0.21 % TY.
SAM’S CLUB AR (2003 2004)
Multi Media Designer
Delivered Results:
• Developed created and maintained training materials, including guides, system bulletins, and computer based learning,
presentations, instructor guides, and classroom support materials. Organized material and completed writing
assignments according to set standards regarding order, clarity, conciseness, style, and terminology. Used relevant
information and individual judgment to determine whether events or processes complied with laws, regulations, or
standards.
• Worked collaboratively with business partners, project task members, subject matter experts, and peers across multiple
sites and functions to present solution options that support stakeholder business requirements .
Wal Mart, Inc. (Continued) (1997 2007)
Neighborhood Market AR (1997 2003)
Store Director
Delivered Results:
Directed successful build up of a new 65,000 sq. ft. grocery store, which included coordinating
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contractors and equipment, acquiring all necessary permits, monitoring and ensuring POS
hiring and training all personnel, organizing and promoting grand opening and leasing out
available space; RESULT: Managed on time buildup of store.
Promoted to a Store Manager and opened a new retail store, specifically a Wal Mart
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Neighborhood Market.
Implemented new plans while maintaining excellent customer service and sales through developing and
Motivating the team, delegating tasks, empowering individuals, monitoring, and validating successes. RESULT:
Succeeded opening unit one week ahead of forecast, opening sales plan surpassed target goal by a 10%
Increase in sales versus budget.
Federal Express Houston, Texas (1990 1997)
06/1990 10/1997
L.E.A.P. Candidate
Contributed to the goal of exceptional service in meeting the delivery schedule, and interface with customers effectively.
Took action when needed to communicate and resolve customer problems, and representing the company in a positive
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manner in all customer interactions.
Processed all general customer service requests, interacted efficiently with business customers providing information
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and resolving critical problems. Successfully operated single axle vehicles up to in all weather conditions. Resolved
time limitations and scheduling conflicts and provided superior customer service. RESULTS: Progressed through
increasing responsible positions:
L.E.A.P. Candidate, Container Truck Vehicle (CTV) Driver, Basic Electronic Technician, Dangerous Goods
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Specialist and Dispatcher.
Operated vehicles weighing up to 30,000 lbs. or less, safely and efficiently, complying with all governmental
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and corporate procedures and transporting placarding hazardous goods.
Earned a Commercial Driver’s License "A". Clean driving record.
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US ARMY Reserves Central Texas (1988 1996)
06/1988 03/1996
31 Kilo Combat Signaler
Maintain effective communication between on field activities and off field support systems. Communicate with all military
personnel and provide them with necessary information to help them carry out their missions successfully.
Delivered Results:
Served a Squad leader, at the rank of Private First Class in the U.S. Army in Advance Individual Training in Fort
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Gordon, Georgia.
Operated, and performed preventive maintenance checks and services and unit level maintenance on single channel
radio, radio teletypewriter, Army Special Operations communications equipment, and enhanced position locating and
reporting system net control stations, and associated equipment.
Installed operated, performed strapping, re strapping, preventive maintenance checks and services and unit level
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maintenance on communication security devices. Prepared and transmitted messages in format. Received, recorded,
and processed messages to addressees or distribution sections.
Operated and performed preventive maintenance checks and services on assigned vehicles. Installed, operated, and
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performed preventive maintenance checks and services on assigned power generators.
Earned recognition and awards; Army Service Ribbon, Earned a Sharp Shooter Award for Rifle and an Expert Award in
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Grenades
United Parcel Service McAllen, Texas (1987 1990)
01/1987 06/1990
L.E.A.P. Candidate
Contributed to the goal of exceptional service in meeting the delivery schedule, and interface with customers effectively.
Took action when needed to communicate and resolve customer problems, and representing the company in a positive
manner in all customer interactions.
Delivered Results:
Joined Company as a part time Driver; rapidly promoted to F/T Swing Driver due to my dedication and professionalism as
an experienced accomplished and dedicated driver/transportation. With a proven track record of increasing efficiency,
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quality, and customer satisfaction.
Systematically arranged the received orders or packages and delivered them as per their priority and specified time
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Looked after the overall maintenance work of the delivery vehicles and inspected their working conditions before
leaving the premises.
Maintained complete and appropriate records regarding the courier received, shipped, orders delivered to the clients,
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etc.
Safely transported the couriers to their respective clients and received an acknowledgement and other signed
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documents.
Efficiently built better customer relationship with various other global clients and courteously responded to their
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necessary queries and issues.
Professional Development:
Undergraduate, Human Resource Certificate, Human Resources 3.5 GPA. Normandale
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Community College, Bloomington, MN, 2008 2009
Undergraduate, Bachelor of Arts Degree, Business Management University of Texas Pan American, Edinburg, TX,
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1989 1990, Associate of Applied Science Degree in Drafting and Design/Engineer TSTC,TX, 1987 1989
Graduated
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Certifications:
• Certified Food Safety Manager ET20590427, 2014
Commercial “A” Driver’s License, Minnesota Department of Public Safety, 01/09 07/12
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Army Basic/Advance Training Specialty Certificate, Private First Class, 31 Kilo Combat Signaler,1988,
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