Customer Service Sales

Richard hernandez

**** ****** **., *** *******, TX 78229 Mobile: 210-***-****

Email: **************@******.***

LINKEDIN: HTTP://WWW.LINKEDIN.COM/IN/RHERNANDEZ1

EXPERIENCE SUMMARY

Coaching and Mentoring Staff and Clients while Adapting to Different

Communication Styles

Developing and Executing User Training/Customer Service Programs

Troubleshooting, Problem Solving and Supporting User

Training/Customer Service Programs

Growing, Maintaining, and Building Relationships with Product

Vendors

Passion for Service Focused on the Customer

Wide Range of Product Knowledge & Inventory Management Including

Specialty Food, Non-Food, Drug, Consumer Electronics and Private

Label Product

Searching for Innovative and Unique Product

Planogram Creation and Tailoring

Creating and Tailoring Merchandising Programs

Analysis and Reporting

Technology: Microsoft Office Suite, Microsoft Visio, JDA Pro Floor

Software, PAT (Proprietary Pricing Application Tool), Business

Intelligence (BI), Legacy Systems (Retail, Competitive, OMI (buying

and warehouse system), Ad Systems, Deals/Cost Management,

Electronics Shelf Labels, Demand Tec Price Optimization Software

Suite, Media Master (in house signs/tags system)

Education/Awards:

University of Texas- San Antonio

1984-1988

Corporate Customer Service Award

2008

Work History

Principal Consultant

RKDA Consulting & Coaching, San Antonio, TX

2014-Present

Collaboration with overseas companies to find unique and innovative

product for U.S markets (emphasis on consumer electronics)

Determines information needed to solve the business issue(s)

Identifies opportunities to improve systems to prevent problems or

reoccurrences

Organizes and coordinates work and resources to ensure goals and

timelines are met

Holds self accountable for meeting timelines and quality standards

Ensures clients are clear about goals and solutions and that they

meet the client's needs

Develops and maintains a deep understanding of customer needs and

requirements

Coaches clients (through CareerHMO.com) to find their next career

through evaluation, goal setting, networking and social media

presence

Category Manager

HEB, San Antonio, TX

2009-2014

Managed a $14 Million desk and grew double digit sales and profit

increases in 20 categories over 5 years by revamping assortment and

developing new relationships with vendors

Pursued and secured national brands for consumer electronics that

would not normally sell to the supermarket channel to fit our

customer's needs and requests

Maintained relationships with existing product vendors to grow

their/our businesses

Analyzed consumer buying patterns and predicted future trends

Grew ASOTV (As Seen on TV) business to $6 million in sales-almost

40% in sales increase and 75% gross profit increase over 4 years

time while decreasing inventory $2 million dollars and being

recognized a leader in the supermarket channel for the category

Developed and implemented private label rollout in consumer

electronic accessory category and grew private label sales to 15% of

total sales

Forecasted sales levels and regularly reviewed performance key

performance indicators such as inventory levels and gross profit

Developed marketing and promotional programs for major events (Back

to School/College, Holiday, etc.)

Broad product knowledge across multiple categories

Worked across multiple teams (Supply Chain, Advertising,

Procurement, and Marketing) to improve the visibility of pricing

programs, processes/policies and ensure execution of programs

Pricing subject matter expert within buying group and

leader/operations communicator in holiday programs such as Black

Friday, Back To School and Easter

Presentation of goals, strategic initiatives and vision to senior

leadership

Attended trade shows and conventions to search out and procure new

and innovative product

Developed a broad network of hundreds of vendor and retailer

contacts across the retail and manufacturing sector

Served as an education advisor and mentor to my buying team and

store personnel to train current and new technologies and trends

Developed and supported new training programs for the operations

team such as selling the right product to the right customer and

closing the loop on the customer experience

Retail Pricing and Strategy Manager

HEB, San Antonio, TX

2004-2009

Managed pricing & competitive strategic plans through a clear

understanding of product and competitors from categories in the

grocery and drugstore departments (Healthy Living,

Nutrition/Diet/Vitamins/Sports Supplements, Beer/Wine/,

International and Specialty/Gourmet Foods) in addition to managing

pricing analysts

Worked daily with multiple teams (Supply Chain, Advertising,

Procurement and Marketing) to create and improve the visibility of

pricing programs, processes and policies. This includes projects

such as Black Friday, Grocery Seasonal markdown plans, & new

competitor strategic plans

Developed pricing models for analysis of information used to

develop, change, and maintain pricing strategies and initiatives

Served as administrator for Price Optimization/Markdown tool (Demand

Tec)- worked closely with vendor to develop new rules that were

specific to the business

Trained and supported pricing partners to utilize pricing/markdown

tool to ensure the execution of pricing strategies and execution

Presented updates and new competitive strategies to leadership on a

quarterly basis

Retail Communications Senior Systems Designer

HEB, San Antonio, TX

1998-2004

Collaborated with marketing, advertising, and procurement to develop in

store Signs/Tag program for all stores.

Developed and designed programming for all new sign and tag formats as well

as policies and procedures for automatic store re-ordering and shelf

compliance data

Trained 200+ store operations personnel on new online sign/tag system as

well as new policies, processes and procedures for automatic reordering

Maintained and provided troubleshooting and on call assistance for user

issues

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