Customer Service Operations Manager
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Penny McFarlane
District Manager
Coventry, CT 06238
**********@*******.***
Experienced Operations Manager adept at problem solving, customer service, hiring and training district and store managers. Experienced in multi-unit specialty stores, with 20+ years of demonstrated skills improving store operations, increasing sales and reducing costs. Store operations/P&L
Outstanding communication skills
Team-oriented
Exceptional leader
Retail inventory management Conflict resolution skills Recruiting and interviewing Training and development
Excellent merchandising
skills
Work Experience
Area Supervisor
Ocean State Job Lot - Willimantic, CT
November 2019 to Present
Responsible for opening/closing procedures as a key holder and assigning department leads daily task. Merchandising all hardline departments to company standards. Maintain excellent customer service including all problem solving to ensure satisfaction. Responsible for cash handling along with cash o!ce operations.
District Manager
Beauty Systems Group - Denton, TX
March 2017 to April 2018
Recruited managers and supervisors to fill job vacancies with-in the district and provided onsite training and development to enhance the customer experience. Strategized business operations, merchandising standards, and personnel moves to maximize sales. Produced selling and merchandising programs to enhance the bottom line and utilized suggestive selling techniques to increase sales and communicated with store personnel to ensure daily and monthly forecasts were achieved. Daily interaction with local vendors for up to date product knowledge.
Territory Manager
Sally Beauty Co - Denton, TX
April 2013 to February 2017
Supervised the daily operations of 90+ stores through a team of six district leaders to drive sales while coaching teams on delivering excellent customer service and maximizing sales. Weekly store visits/tours to review sales successes and opportunities along with promotional e"ectiveness. Focused on talent development with training meetings, education and installations.
Responsible for monthly sales reports and quarterly business reviews to analyze results and set action plan for future development.
District Manager Trainer
Sally Beauty Co - Denton, TX
February 2002 to April 2013
Oversee the daily store operations of 14 retail specialty stores while training new district managers on operations, merchandising, hiring, training and coaching employees per company standards along with maintaining the integrity of the district thru well trained store managers and sta". Conducted quarterly meetings to review performance and strategize new selling techniques to increase sales. Performed annual store inventories, set monthly sales and reset stores per company guidelines.
Operations Manager
Sam's Club - Manchester, CT
July 1997 to February 2002
Recruited, hired and trained new employees for the front end, liquor department and cash o!ce. Made weekly department schedules to maximize floor coverage to ensure excellent customer service standards were maintained.
Identified ine!ciencies and made recommendations for process improvements. Utilized strategic and forward-thinking business techniques to maximize turnover. District Manager of Excellence
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2004, 2008, 2011, 2013, 2014
Education
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High School Diploma in A!liations
Rancho High School Las Vegas - Las Vegas, NV
1973 to 1976
MA in Cosmetology
Kay Harvey Academy of Hair Design West Springfield - West Springfield, MA Skills
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Supervising Experience
Leadership
Cash Handling
Human Resources
Payroll
Budgeting
CRM Software
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Profit & Loss
Retail Management
Store Management Experience
Interviewing
Recruiting
Sales Management
Conflict Management
Loss Prevention
Assistant Manager Experience
Merchandising
Pricing
Management
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