Manager Customer Service

Steven F. Haynes

* ******* ******

Enterprise, Alabama 36330

334-***-**** Cell

334-***-**** Home

***************@*******.***

Driven, combining real-world relationship management experience with culturally and topically diverse, sales/marketing focused on education to achieve aggressive business development goals.

Progressive consensus- builder with a for road-mapping win/win outcome.

Areas of Expertise: Customer service, Cash Management/ Accountability, Vendor Management, Social Media, Content management, Customer Experience, Focus Groups, add on Sales, Associate training, Interviewing, Hiring, Merchandise flow, leadership

ACADEMIC QUALIFIFICATIONS

ENTERPRISE STATE JUNIOR COLLEGE

Plaza Drive Enterprise, Alabama 36330

While Attending Enterprise State Junior College I majored in Business Management and Criminal Justice. I graduated with an Associate’s Degree in Business Management and an Associate’s Degree in Criminal Justice.

Marketing Tools

Customer Service

Display Presentation

Customer Retention

Associate Retention

Sales Tools

High- Impact Presentations

Negotiations

Consultative Sales

Sales Engagement

Cross-selling/ Up-selling

PROFESSIONAL EXPERIENCE

Dollar General August 2014 to April 2015

Store Manager

I began my career with Dollar General at the Battens Cross Roads store. I was moved to a higher volume store on Rucker Blvd. to drive sales, improve in stock and the customer experience in that store.

As store manager I was responsible for the entire store operations and appearance.

I was responsible for all aspects of Human Resources. I reviewed applications, set-up interviews, did reference checks, set up drug test. I determined which applicants to hire and began the hiring process in the computer.

I trained all new hires on Dollar General policies and the job they would be performing.

Associate performance is also the responsibility of the Store Manager. I had to evaluations on associates. Also perform coaching for associates with poor attendance, poor performance and cash shortages.

I had to terminate the associates that did not improve with the coaching program.

The store manage has to ensure that all associates are trained and have completed all computer based learning programs and that they understand the policies and the laws that is involved in the business.

Store managers are also responsible for payroll. Each store is given a base payroll for the week and it is your responsibility to not over spend and schedule accordingly. You also have to process the weekly payroll and send it into the home office.

Store managers are to delegate the work load so that all task gets completed on time.

As store manager I had to check in the Dollar General truck and also check in any merchandise that came in on general carriers.

At the end of the month I had to go back through the invoices and reconcile them with the report that the home office sent to make sure the amount paid and the amount that was invoiced was the same.

I was responsible for preparing the store annually for inventory.

Wal*Mart Enterprise

November 1988 to August 2014

I began my career at Wal*Mart in November 1988. I started off as temporary part-time help for the holidays. I was made permeant part-time after the holidays. I was then made Full-time associate.

During my years at Wal*Mart I held many positions. I was a Sales Associate in many different departments. I was Department Manager over Chemicals and Paper Goods, Lawn and Garden, Grocery Department manager.

Support Manager which assisted the Assistant managers do the daily routine and supervise the store.

Assistant Manager was assigned and area of the store and had to make sure that the in-stock, price changes, modulars, training, evaluations was completed. Also had to answer customer service calls. Had to do interviews for the personnel department and determine who to send on drug test and hire.

Zone Manger was over the clothing departments in the store and had to make sure the daily task was assigned and we were completing all company guides. I also was the Front End Zone Manager and had to complete the schedule for the cashiers, service desk, cart pushers, layaway and offices. I had to do coaching’s for cash shortages and schedules for all these areas. Follow up with personnel to make sure that all job opening was being processed and training was complete.

I also did all the tobacco and alcohol training. I was sent to a class held by the store and had to train all associates that might be on a register and test them twice a year.

I had to plan my day with the number of associates I had for the day to get the most completed daily.

ADDITIONAL EXPERIENCE

Keyboarding, Office Word, Cash Management, Deposits, Scheduling, Fax, Copier, Muti-Line phone, Encoder for checks, Cash machine counters, registers, e-Mail, Retail Math, Food safety training

REFERENCES

Pattie Archie 334-***-**** Operations Manager Academy Sports

Cindy Livingston 334-***-**** Assistant Manager Wal*Mart

Patrick Miller 334-***-**** Personnel Manager Wal*Mart

Rocio Robinette 334-***-**** Assistant Manager Wal*Mart

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