Manager Customer Service

CHARLES TAYLOR

*** ************ ***, ********, ** 07416 • 973-***-**** • ****************@***.***

RETAIL MANAGEMENT

Unwavering Customer Commitment • Operations Excellence • Team Motivation & Leadership Distinguished career managing high-volume discount and specialty stores with annual revenues in excess of $20M. Dedicated, hardworking, and driven each day to exceed customer expectations, surpass aggressive sales targets, contribute to bottom-line growth, and earn customer loyalty through unparalleled service. Wide-ranging industry knowledge coupled with outstanding qualifications in sales consultation, inventory control, product merchandising, shrink reduction, cost-saving, and fiscal management. Friendly and personable with passion for building, training, aligning, and guiding high-performance teams to new levels of success. Core competencies include:

Recipient of the prestigious CVS Caremark Paragon Award (the highest honor a CVS employee can achieve) for lowest shrink, best sales to budget, and largest management-controlled profit district-wide.

Successfully converted Sparta, NJ CVS to a 24-hour operation, and continue to provide strong leadership over its operations and sales volumes in excess of $16M across retail and pharmacy areas.

In addition to managing all other duties as a District Store Manager, excelled as District Training Store Manager for 10 years, fortifying leadership pipeline in by developing future CVS managers.

Key contributor in the successful grand opening of 7 new stores, including hiring and training of staff, vendor management, strategic store layout and product planning, and grand opening festivities.

Consistently scored high in employee feedback surveys. Highly regarded as a supportive, enabling manager who leverages the unique talents and abilities of all employees to reach unified goals. CVSCareMark, Various NJ Locations

Progressed through roles of increasing responsibility for the nation’s second largest pharmacy chain, with more than 7,600 locations across the U.S.

STORE MANAGER, Sparta, NJ (2003 to 2016)

Direct daily and nightly operations for this 24-hour location with the highest sales volume ($16M) in the district. Lead and coach team of 2 assistant managers, 6 shift supervisors, and 25 sales associates and pharmacy technicians in all aspects of store opening and closing, customer service, client relations, sales, cash management, merchandising, inventory stocking and replenishment, teamwork, and store security. Prepare weekly staff schedules, and delegate tasks according to employee strengths. Warmly greet and welcome customers, answer questions, recommend merchandise, and assist in locating items. Oversee staff in rotating stock, removing expired

District management / multi-store oversight

Outstanding communication and interpersonal skills

Budget administration / P&L management

Strategic store planning / layout design

New product introductions & merchandising

Cost-effective inventory management

Adherence to standards/ brand reinforcement

Shrink control and loss prevention

New store grand openings

Vendor management

Team training / developing future leaders

Staff scheduling & task delegation

Highly regarded as one who leads by example

Established record of company loyalty

CAREER HIGHLIGHTS

PROFESSIONAL EXPERIENCE

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CHARLES TAYLOR – PAGE 2

and or dated items, and maintaining a neat, cleanly store appearance. Hire, train, and develop associates; determine staff promotions; and evaluate performance. Resolve escalated customer issues with focus on total customer satisfaction. Maintain positive, productive relationships with vendors, suppliers, and various pharmacy partners

(physicians, dentists, etc.). Diligently review sales and inventory reports. Key Achievements:

Provided strong leadership in converting Sparta location to a 24-hour operation, a move that increased annual sales by 13%.

Received highly coveted CVS Caremark Paragon Award in 2009 for best sales to budget, lowest shrink, and largest management-controlled profit district-wide. Consistently exceed shrink targets year after year.

Earned increasingly high ratings in each’s year’s Employee Engagement Survey.

Led staff in creating high-impact product merchandising displays to capture the attention of shoppers, promote key merchandise, and increase sales. Kept up-to-date with seasonal store changes, prominently displaying new items for all four seasons, as well as holidays and special events.

Earned and continue to reinforce reputation as an extremely hard worker, dedicated problem solver, and passionate “people person” who embraces each day as an opportunity to make customers happy. CVSCareMark

TRAINING STORE MANAGER (2000 to 2010)

DISTRICT INVENTORY SPECIALIST (2004 to 2010)

While excelling as Sparta Store Manager and as Northern, NJ Area Manager, held two additional, concurrent roles of Training Store Manager and District Inventory Specialist in Northern New Jersey..

Appointed Training Store Manager for consistently reinforcing the CVS brand and for role- modeling exemplary skills in leadership and customer service. Trained, developed, and on-boarded Assistant Managers into Store Manager roles throughout district. Developed strong relationships with all members of management team, monitored their performance, addressed issues, and provided helpful coaching.

Oversaw inventory for entire district, working with each location to determine inventory needs, balance supply with demand, and ensure availability of key merchandise. Bachelor of Science Degree in Business Administration / Minor in Marketing RAMAPO COLLEGE, Mahwah, NJ

EDUCATION & CREDENTIALS

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