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Sales Customer Service

Louisville, Kentucky, United States
October 04, 2016

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Brian Capps

**** ****** ***** **. – Louisville, KY 40258

502-***-**** –

Successful manager with strong direct management skills. Persuasive communicator with well-developed presentation skills. Hands-on manager with highly developed negotiation skills. Provide sound budgeting and financial management experience. Creative problem solver, who drives revenue growth, resolves conflict, improves morale and consistently exceeds profit goals. Develop productive relationships with colleagues and staff members at all levels.

Areas of Expertise

• Account Development •Team Leadership

• Lean Manufacturing • Recruiting

• Revenue Improvement • Customer Service and Retention

• Contract Negotiation • Sales Forecasting

• Sales Team Training • Warehouse/Inventory management

• Operation Management HR

Operations/HR Manager

Sears Holding Co. – June 2016 – Current

HR activities including, Accounting, bookkeeping, Payroll, Cash Office, interviewing, hiring, I9, and Brass Ring.

Leads and monitors store level margin drivers, e.g., solution selling, accessory attachment rate, inactive inventory, price change execution.

Achieves all miscellaneous income plans e.g., smart plans, protection agreements, new account generation.

Achieves controllable cost plans relative to department and identify and communicate continuous improvement opportunities to associates and teams.

Communicates opportunities and solutions that will allow clients to meet/exceed profit plans.

Provides disciplined leadership including setting clear expectations and holding the team and self-accountable for results.

Monitors and proactively addresses outliers in customer satisfaction, sales, profit margin, operational processes, and compliance against plan or established standards.

Attracts, hires and on-boards store staff as measured by appropriate performance scorecard, retention and new hire survey results.

Selects, develops and manages performance of individuals and team, measured by appropriate performance reports/scorecards/dashboards.

Executes customer focused strategies, policies and programs as measured by Customer Satisfaction Survey data and verbatim comments.

Focuses and invest time on customer facing activities and operational processes.

Ensures the department is ‘Location Certified’ and every associate is ‘Role Certified’ to do his/her job.

Production Supervisor

JBS, Swift – November 2014- June 2016

Supervise, evaluate and direct personnel on shift in performing operations according to sound operating principles and company policies and procedures

Stimulate maximum safety, efficiency and productivity of production workers; ensure proper training of employees

Anticipate and determine causes of delays in shift operations and take appropriate actions to meet production schedules

Apply company employee relations and union contract policies in all dealing with employees

Monitor and confirm that machinery, equipment and facilities are properly maintained and sanitized for efficient production

Arrange to have appropriate production records prepared and maintained (i.e., payroll, yields)

Work closely with other production supervisors and management to promote efficiency and teamwork in each department and in plant facility

Sales Manager

The Home Depot –June 2014 –November 2014

Sales Manager for all 14 Home Depot Stores in Southern Indiana, Lexington, Louisville, and Elizabethtown, KY.

HR activities: People Soft, I9, payroll, hiring, interviewing, recruit, coach, manage, & retain a team of commissioned Sales Consultants. Continually train SC's on HDI's sales process and new/updated products and offerings.

Understand, analyze and prioritize business metrics. Drive assigned sales team to achieve sales targets for assigned territory. Monitor progress toward the achievement of all business metrics. Implement action plans to improve performance.

Drive store connectivity and building relationships with store partners. Train store partners/associates on HDI products and service offerings.

Drive lead generation efforts with sales team including in-store events, SC time in stores, referrals, etc.

Drive customer service by responding to escalated customer inquiries/concerns and leveraging relationships with Installation partners.

Selling and successfully closing the sales of HDI's product lines in the home.

Operations Manager

The Cabinet Store – January 2000 – June 2014

Oversee day-to-day operations

In charge of all HR activities, bookkeeping, accounting, payroll, interviewing, hiring, I9, recruiting, and coaching.

Assume bottom-line accountability for strategic planning, pricing, account development, sales forecasting, customer service and retention, sales team training, warehouse inventory & assembly line manufacturing, (including payroll, performance management, and work-flow assignment) and revenue improvement.

Production Leader/Warehouse

Kitchen Kompact, INC – 1989 – 2000

Production leader in assembly line manufacturing of kitchen cabinets

Campbellsville University, Campbellsville, KY

Masters Business Administration/HR (MBA)

Bachelor of Science in Business - Organizational Management degree (OM)

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