Customer Service Manager
Resume:
IRENE PETRAKOS
*** ******** ***** ~ Newport News, Virginia 23602
(757) 912 - 8719 [pic]
*.********@*****.***
SENIOR MANAGEMENT PROFESSIONAL
Profitability Growth ~ District & Multi-Unit Management ~ Budget &
Control Creation
Dynamic, results-driven senior management professional with diverse,
progressive experience leading district-wide performance of high-volume,
rapidly-growing retail organizations. Analytical thinker with strategic
planning skills, capable of developing innovative approaches to
maximizing profitability, driving consumer satisfaction and loyalty, and
minimizing loss. Motivating leader with demonstrated expertise in
building and guiding multilevel teams to achieve and exceed corporate
objectives. Effective and articulate communicator with ability to
establish rapport with individuals at all levels. Master of Business
Administration. Adept with:
( Sales Growth Optimization ( Staff Training & Mentoring (
Business Trend Analysis
( Store Manager Development ( Vigilant KPI Monitoring (
Local Marketing Direction
( End-to-End P&L Oversight ( Inventory Management (
Logistics Optimization
SELECT ACCOMPLISHMENTS
Mr. Gyros & Burgers
. Directed business opening from end-to-end, managing all aspects of retail
location development from purchase planning and marketing initiative
development to staff recruitment, hiring, and training.
TALLY WEiJL
. Grew revenues 13.9% within one year by analyzing business trends and
creating strategies to increase sales and control expenses, driving
overall profitability of retail locations district-wide.
. Led two major, successful growth initiatives, coordinating the opening of
a new store within a highly competitive market and the renovation of
another store within strict time and budgetary constraints.
. Designed new bonus scheme for store managers company-wide to motivate
performance and morale.
. Created and implemented new training policies to optimize professional
development efforts.
. Mentored store management, including an exemplary individual who was
chosen to attend Best Managers Retreat at corporate headquarters in
Switzerland.
PROFESSIONAL EXPERIENCE
MR. GYROS & BURGERS, Newport News, Virginia 2014 - Present
General Manager
. Lead daily operation of high-volume retail location, maintaining
comprehensive responsibility for overall performance, including customer
satisfaction, product quality, and profitability margins.
. Direct all human resources functions, including hiring, development, and
benefits administration.
. Oversee inventory management, payroll functions, and P&L to maximize
profitability company-wide.
. Administer annual budget, ensuring maintenance of expenses below
projections via accurate planning, waste reduction initiatives, strategic
purchasing, and creation of cost-effective procedures.
. Create and deploy innovative, multiplatform marketing campaigns to drive
restaurant visibility.
TALLY WEiJL, Cyprus 2012 - 2014
Area Manager
. Directed operation of eight stores nationwide, ensuring district
compliance with company policies, directives, and operational standards
in order to optimize retail performance from end-to-end.
IRENE PETRAKOS Page Two
PROFESSIONAL EXPERIENCE
(Continued)
TALLY WEiJL (Continued)
. Oversaw up to 50 multilevel employees, including 16 managers and one area
visual merchandiser.
. Visited and communicated with stores on regular basis to provide feedback
and ensure consistent execution of standard operating procedures, visual
directives, and guest experience expectations.
. Managed human resources functions, including training, hiring, staff
development, and termination.
. Monitored store sales, inventory, payroll performance, and P&L to
identify discrepancies and issues; initiated effective action plans to
achieve company goals concerning key issues such as shrinkage.
. Collaborated with each store manager to review P&L statements on monthly
basis, ensuring all controllable expenses and/or costs remained within
company guidelines and budgetary parameters.
. Delivered hands-on coaching to personnel at all levels on customer-
focused selling strategies, enabling maximization of sales, increased
customer satisfaction, and optimized profit margins.
. Produced weekly reports detailing performance of stores nationwide for
delivery to corporation's C-level executives and managing directors.
STRADIVARIUS, Limassol, Cyprus 2011 - 2012
Store Manager
. Drove sales figures and consistently maintained budget objectives via
vigilant KPI monitoring, deploying successful, multi-faceted action
plans, and establishment of highly effective controls.
. Executed in-depth analysis of sales reports to identify opportunities to
maximize growth potential.
. Designed and deployed effective merchandising plans to maximize sales via
customer targeting.
. Directed multilevel staff of 10 personnel; provided hands-on training and
mentorship at all levels.
. Ensured delivery of exceptional customer service to drive consumer
loyalty and satisfaction.
. Led daily meetings with team members to assign responsibilities and
communicate directives.
THE CASTLE GREEK & ITALIAN RESTAURANT, Newport News, Virginia 2002 - 2010
General Manager
. Drove restaurant profitability and end-to-end success by creating and
implementing strategic plans concerning operations, marketing/public
relations, customer service, and budget administration.
. Devised and oversaw major remodeling projects to enhance facility's
ambiance and efficiency.
. Created innovative marketing campaigns to increase brand visibility and
customer traffic.
. Ensured productivity and morale by initiating training and accountability
management systems.
. Managed front- and back-of-house staff of up to 15 employees, maintaining
schedules and handling recruitment, hiring, training, and hands-on
supervision.
EDUCATION
GEORGIA COLLEGE AND STATE UNIVERSITY, Milledgeville, Georgia
Master of Business Administration
CHRISTOPHER NEWPORT UNIVERSITY, Newport News, Virginia
Bachelor of Arts in Political Science
- References Available Upon Request -
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