Manager Customer Service

Angel Muñoz **** N.W. *** avenue apt. *** Sunrise FL. 33323

*********@*****.*** • Cellular 305-***-**** • Home 786-***-****

Management Professional

Business Manager/District Manager

Overview

Top performing, action oriented professional, and dynamic hands on leader, who motivates and coaches

to create a passionate team that is empowered and driven to achieve performance metrics. Professional

manager with year after year success achieving revenue, bottom line profitability and new business

development. Conceptualized, develop and execute sales and marketing programs, initiatives, materials

and tactics to maximized market share growth, ROI, profitability and company branding. Providing

leadership in daily operational execution, including talent acquisition, training, development and focusing

on evaluating sales performance which delivers results. Extensive experience in driving margins and

creating localized marketing plans. Delivering consistent positive results in a fast pace environment and

excelled under pressure. Retail manager with over 23 years experience with major retail chains, proficient

in driving sales, with a vast understanding of critical business acumen. Demonstrate unique blend of

hands on managerial skills to achieve strategic business solutions that deepen customer engagement

while maintaining proper alignment with corporate wide initiatives.

Qualifications

• Big Box Retail Management

• Specialty Retail Management

• P&L Management/ Budgeting

• Staff Development and Leadership

• Procedural and Operations Management

• Strategic Advertising Category Management

• Installation Services Sale and Mediation

• Live Goods Merchandising and Technical Expertise

• Human Resource Management

• HAZMAT Compliance

• Project Management

• Proficient in margin optimization

• Tiger 7/ Transformation Q3 and Q4 2012(Tiger Direct Branding initiative.)

• Fix web, Deal and Buying, Services, Growth Assortment and price right, Fix replenishment,

focused marketing, Kill waste, move fast, Execute Now.

Store openings

Opened two big retail stores in record time (The Home Depot) - 2009 opened a privately own Ace

hardware.

Career advancement:

New Store Owner Institute, Ace Hardware, Oak Brook Illinois, 2009 80 hour seminar and

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completion.

Successfully completed District manager training (RLDP) 2008, awarded top of the class.

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Driving Sales

Increased sales over 33% in two year period and drove sales for the entire district by adding new

merchandising concepts, purchasing seasonal buys, and coordinating sales efforts of seven stores.

Market

positioning

Participated and collaborated in the new branding strategy for Tiger Direct in 2012, solidifying the Brand

in consumer electronics by enhancing market strategies.

Devised a pricing strategy that improved competitive position and increased margin by 22%.

Teambuilding Delivered top

performance in associate survey and scored as top performer in a 360 survey of all managers company

wide.

Merchandising

Participated and introduced strategies that resulted in companywide initiatives that promoted incremental

sales. Company recognized and awarded five Gold Cup competitions for outstanding creative

merchandising and in stock performance metrics.

Professional Experience

Store Manager Bath and Body Works (Limited Company) 2013 Present

Responsible for the day to day operations of the business, overlook over 50 associates ensuring total

customer experience is delivered on a daily basis. KPI delivery and execution based on yearly results.

Responsible for a 3 million a year store, top producer in sales and bottom line profits in the district.

Responsible for all store operations, administrative duties, hiring and development of associates

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Best in company in conversion results (66%)

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Highest ADS in district and region $25.06

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Dollars per foot step of over $19.25

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Highly successful in building customer engagement that drove higher productivity of associates

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(High Performance Selling) and building Brand Loyalty.

Store Manager Tiger Direct, 2011 2013

Responsible for $52 million dollar retail electronic store, contributing in strategic processes that increase

efficiencies in merchandizing, operations and in store marketing that ensure the business unit success.

Introduced strategies which its implementation is approached as a process; Service, Stock,

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Presentation.

In charge of a commission base sale force that exceeds 115 associates, fostering long term

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loyalty bonds between associates and customers.

Responsible for all store operations, administrative duties, hiring and development of associates.

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Provided training and career development for new and experienced managers, ensuring that

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operational level of the store meets/exceeds corporate wide standards and compliance with Loss

prevention Policies and procedures to minimize shrinkage.

Business Manager (Co Owner) Ace Hardware, 2009 to 2011

Executive experience in general management, marketing, operations, Human Resources and new

business development.

• Introduced merchandizing and local marketing plan.

• Design a new approached to pricing in conjunction with Margin Master Program.

• Highly successful in building vendor relationship that drove cost reduction and margin increases.

• Responsible for all store operations and administration of store personal.

Store Manager The Home Depot, FL 2001 to 2009

Responsible for $68 million dollar retail store employing 380 associates with management of over $11

million in inventory.

• Reduced shrink to best performing number in stores fifteen year history.

• Exceeded sales and profit goals

• Recognized as top ten profit producing stores.

• Opened two new stores ahead of critical path with record setting opening time for any store in

company history.

Assistant Store Manager The Home Depot, FL 1997 to 2001

Responsible for multiple departments throughout the store including merchandising, training, driving

sales, and managing company assets.

• Reduced shrink to record performance in stores ten year history.

• Developed over fifteen associates for promotion.

• Exceeded sales and profit goals five years running.

Department Supervisor The Home Depot, FL 1993 to 1997

Responsible for departmental sales, merchandising, training, and adherence to company policies.

• Turnaround of underperforming department and increase sales and profitability.

• Building of new team to deliver improved productivity.

Improved external partnerships to enhance department performance

Education

A.A., Business 1994

Miami Dade Community College, Miami, FL

Training

• New Store Owner Institute, Ace Hardware, Oak Brook Illinois, 2009 80 hour seminar.

• Margin Master Training 40 hour plus implementation of pricing strategy.

• Proficient in Activant program

• Retail Leadership Development Program (DM Sure start), The Home Depot, GA, 2008 to 2008.

• District Manager training, The Home Depot, Delray Beach, FL, 2008 80 hour course plus running a

$400 million dollars districts for two weeks.

• Store Manager Training, The Home Depot, Atlanta, GA, 2002 Forty hour course on total store

operations.

• Assistant Manager training, The Home Depot, Tampa, FL, 1998 Internal course.

• Department Supervisor Training, The Home Depot, Miami, FL, 1997 Forty hour internal course on stats,

HR management, staffing, customer service, HAZMAT handling, organization and merchandizing.

• Safety and HAZMAT Handling, The Home Depot, Miami, FL, 2005 Eight hour course on safe store

operations and management of HAZMAT materials.

Volunteer Work

Volunteer Work

Participated in twelve projects totaling over 120 hours of volunteer work at company sponsored Habitat for

humanity, Kaboom Playgrounds, and Team Metro projects.

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