Customer Service Manager
Resume:
Joseph Sonnenberg
Area Operations Manager - SUNOCO, INC
Tampa Bay, FL
************@*****.*** - 813-***-****
MULTI-UINT RETAIL OPERATIONS MANAGER
Successful multi-unit retail management professional with over 10 years of experience driving retail operations, client support/satisfaction, and profitability. Area Operations Manager skilled at powering efficient revenue growth based on multi-functional experience in retail leadership. Propel higher margins through expert expense minimization, with demonstrated ability to turn around underperforming units. Versed in developing high- performing and service-oriented teams of employees. Areas of Expertise
Merchandise Presentation Profit & Loss (P&L) Inventory Management Audit/Analysis Analytical Reporting Process Improvement Loss Prevention Team Building Staff Development Retail Logistics & Operations Associate Training Client & Market Research Troubleshooting PROFESSIONAL EXPERIENCE
SUNOCO, INC. Tampa, Florida 06/1998 to Current
Fortune 500 fuel and convenience retailer with over 1300 fuel sites and convenience stores and approximately 6900 distributers in 30 states.
Area Operations Manager (10/2006 to Current)
Directed daily operations for 12 stores with $18M of in-store sales and over 30M gallons of fuel sales annually. Optimized inventory and oversaw loss prevention. Created budgets and analyzed profit and loss, auditing each store for cash flow and inventory accuracy. Monitored income and expenses, increasing profitability and powering higher margins. Managed staffing and development, ensuring appropriate training for new hires and ongoing training to promote customer service, brand image, and area-wide consistency. Conducted performance appraisals for managers and regulated incentives and disciplinary action for employees. Drove stores to achieve annual sales and marketing goals. Key Contributions:
• Grew Stores sales by $543K or 3% in 2015 – 2016 and by $1.1M or 6.3% from 2014 – 2015.
• Reduced controllable expenses by 3.2% in 2016 and by 2.8% in 2015, accounting for over $56K in cumulative savings.
• Reduced labor expenses in 2016 by working with Managers to cut overtime and implementing more efficient store scheduling for a savings of $183,000 or 7.5% verses prior year 2015.
• Turned around an underperforming area, lifting them from last in nearly every category to first in most categories by building strong teams with successful training and incentives. Certified Training Manager (08/2003 to 10/2006)
Analyzed operational strengths and store-level issues to determine root cause for inefficiencies and recurring problems. Developed training initiatives to resolve problems and develop consistent results throughout geographically diverse stores. Promoted outstanding quality of customer service and dependable reliance on corporate policies and procedures. Advised store management regarding issues including cash flow management, customer service, personnel scheduling, inventory optimization, hiring, disciplinary action, and similar operational concerns. Promoted successful initiatives to strengthen loss prevention and effectively develop and train staff at all levels.
Key Contributions:
• Analyzed and assessed all areas of store-level operations, ensuring adequate training and development for staff, from associates to management.
• Advised store management on successful personnel management and operational management processes and guidelines to promote best practices across the territory. Store Manager / Assistant Store Manager (06/1998 to 08/2003) Independently managed and supported the manager for stores in the Tampa area. Identified, hired, and trained employees, restructuring staffing procedures to slash labor-related expenses. Built a strong team by investing in people and leadership potential. Tackled loss prevention and inventory optimization, applying corporate- wide best practices. Realigned operational procedures to maximize profitability and develop higher revenues while optimizing expenses.
Key Contributions:
• Earned rapid promotions due to exceptional customer service and strong leadership capacity, developing higher margins and profitable initiatives that brought conclusive results. WORK EXPERIENCE
Area Operations Manager
SUNOCO, INC - October 2006 to Present
Directed daily operations for 12 stores with $18M of in-store sales and over 30M gallons of fuel sales annually. Optimized inventory and oversaw loss prevention. Created budgets and analyzed profit and loss, auditing each store for cash flow and inventory accuracy. Monitored income and expenses, increasing profitability and powering higher margins. Managed staffing and development, ensuring appropriate training for new hires and ongoing training to promote customer service, brand image, and area-wide consistency. Conducted performance appraisals for managers and regulated incentives and disciplinary action for employees. Drove stores to achieve annual sales and marketing goals. Key Contributions:
• Grew Stores sales by $543K or 3% in 2015 - 2016 and by $1.1M or 6.3% from 2014 - 2015.
• Reduced controllable expenses by 3.2% in 2016 and by 2.8% in 2015, accounting for over $56K in cumulative savings.
• Reduced labor expenses in 2016 by working with Managers to cut overtime and implementing more efficient store scheduling for a savings of $183,000 or 7.5% verses prior year 2015.
• Turned around an underperforming area, lifting them from last in nearly every category to first in most categories by building strong teams with successful training and incentives.
• ************@*****.***
Area Manager
SUNOCO, INC - Tampa, FL - June 1998 to Present
Fortune 500 fuel and convenience retailer with over 1300 fuel sites and convenience stores and approximately 6900 distributers in 30 states.
Certified Training Manager
SUNOCO, INC - August 2003 to October 2006
Analyzed operational strengths and store-level issues to determine root cause for inefficiencies and recurring problems. Developed training initiatives to resolve problems and develop consistent results throughout geographically diverse stores. Promoted outstanding quality of customer service and dependable reliance on corporate policies and procedures. Advised store management regarding issues including cash flow management, customer service, personnel scheduling, inventory optimization, hiring, disciplinary action, and similar operational concerns. Promoted successful initiatives to strengthen loss prevention and effectively develop and train staff at all levels.
Key Contributions:
• Analyzed and assessed all areas of store-level operations, ensuring adequate training and development for staff, from associates to management.
• Advised store management on successful personnel management and operational management processes and guidelines to promote best practices across the territory. Store Manager / Assistant Store Manager
SUNOCO, INC - June 1998 to August 2003
Independently managed and supported the manager for stores in the Tampa area. Identified, hired, and trained employees, restructuring staffing procedures to slash labor-related expenses. Built a strong team by investing in people and leadership potential. Tackled loss prevention and inventory optimization, applying corporate- wide best practices. Realigned operational procedures to maximize profitability and develop higher revenues while optimizing expenses.
Key Contributions:
• Earned rapid promotions due to exceptional customer service and strong leadership capacity, developing higher margins and profitable initiatives that brought conclusive results. EDUCATION
Bachelor of Science in Finance
University of South Florida - Tampa, FL
SKILLS
INVENTORY (10+ years), LOSS PREVENTION (10+ years), OPERATIONS (10+ years), TRAINING (10+ years), ASSOCIATE (Less than 1 year)
ADDITIONAL INFORMATION
Areas of Expertise
Merchandise Presentation • Profit & Loss (P&L) • Inventory Management • Audit/Analysis Analytical Reporting • Process Improvement • Loss Prevention • Team Building • Staff Development Retail Logistics & Operations • Associate Training • Client & Market Research • Troubleshooting COMPUTER SKILLS
Microsoft Office (Word, Excel, PowerPoint, Outlook)
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