Customer Service General Manager

Theodore Thompson

** * ***** **** *** Canandaigua, New York 14424

************@*****.*** 315-***-****

Retail Manager

Respected General Manager with solid success across team leadership, marketing and merchandising along with operational leadership to ensure strong revenue generation and consistent performance.

Focused and dedicated management professional with demonstrated experience coaching and mentoring teams to provide excellent customer service across diverse retail sectors. Keen instincts for maintaining cost control across areas of inventory, shrink reduction, and resource management. Maintain strong awareness of emerging trends as well as top-notch product knowledge. Skill in developing and implementing marketing and merchandising initiatives to promote higher sales. Poised and professional demeanor in communicating with customers and ensuring full satisfaction with products and service. Core competencies include:

Customer Relationship Management

Cost Reduction and Avoidance

Shrink Control & Inventory Management

Recruiting and Staffing Initiatives

Vendor Relationships

Budget Administration

Team Building and Leadership

P & L Accountability

Repeatable Solutions Strategies

Staff Development Programs

Professional Experience

JC PENNEY, Rochester, New York 5/2009 − Present

Direct sales and operational improvement initiatives to maximize productivity and spearhead healthy revenue growth for nationally recognized retailer with $30M in yearly revenue.

GENERAL MANAGER

Administer full breadth of daily operational practices for 75 staff, leveraging decisive leadership in overseeing HR processes, performance reviews, store appraisals, and team mentoring/development. Utilized exceptional customer service skills to create a welcoming atmosphere, enhancing the customer experience and driving repeat/referral business. Evaluate business trends, collaborating with senior management to optimize store processes to meet changing business needs. Coordinate staff schedules for all departments.

Drove sales initiatives resulting in a 5% increase over two consecutive years.

Successfully developed and implemented innovative “door to floor” process, optimizing staff productivity and enhancing overall operational efficiency.

Recognized for achieving highest regional customer service scores.

POTTERY BARN, Victor, New York 5/2007 – 4/2009

Led teams of top-performing retail sales professionals to grow revenue for this home furnishings and décor retailer with $4M yearly revenue.

GENERAL MANAGER

Oversaw store operations at all levels for this busy location. Recruited, trained, and supervised team members, including developing management candidates. Coordinated staff schedules, performance mentoring, and reviews. Ensured cost control across labor hours, inventory, and shrink control. Managed financial accounting. Compiled, assessed, and reported store performance to senior managers.

Lead teams to successfully increase company-wide sales; increased sales 10% in 2008.

Earned recognition as top-trending store due to notable team-wide customer service and sales talents.

Triggered store-wide 180% increase in furniture sales.

ROSS, Beaumont, Texas 9/2004 – 4/2007

Selected to oversee high performing retail location while supporting District operations for this retail leader with yearly revenue of $15M.

GENERAL MANAGER

Coordinated storewide operations to ensure appropriate implementation of corporate policies and programs across sales, customer satisfaction, merchandising, financial accounting, and inventory management. Selected, interviewed, and on-boarded new team members; oversaw team performance and provided evaluations, and implemented improvement plans. Managed shrink control, inventory, and resource maximization programs.

Chosen to support District Managers in reviewing store managers and successfully opening new stores across a six-state region.

Selected to serve as District Trainer to coach new General Manager; chosen to fulfill role as Inventory Coordinator across entire district.

MARSHALLS, Pittsford, New York 6/2002 – 7/2004

Oversaw store operations for rapid growth retail clothing, accessories, and home décor company with $16 in yearly revenue million dollars.

STORE MANAGER

Managed teams, budget, and inventory for a 45,000 square foot retail location. Oversaw sales performance and implemented merchandising and marketing initiatives. Hired, trained, and evaluated team members. Controlled budgets and cost through effective financial management and shrink control. Supported staff in providing top-notch customer service, increasing sales, and enhancing store profitability.

Increased store revenues by 10% due to exceptional leadership by example; led teams to ensure customer satisfaction.

TARGET CORPORATION, Milford, MA 6/2000 – 6/2002

Coordinated teams and operations to ensure smooth stock transition for inventory for 20000 sq foot stock room of this leading retailer with yearly revenue of $45M.

LOGISTICS MANAGER

Managed inventory operations, including coordinating with product manufacturers / vendors and delivery services to ensure streamlined receipt and processing of deliveries. Managed invoicing and related documentation. Processed merchandise to / from sales floor and stockroom. Supervised, hired, and trained team members.

Served as District Trainer in logistics for region; maximized team productivity through restrategizing an alternative offload system aligned with team matrix.

~ Previous management experience with Linens N’ Things in Rochester, NY and Rite Aid in Penn Yan, NY; also served as District Manager for Thornton Oil Corporation in Louisville, KY. ~

~ Notable tenure with the United States Army at Fort Knox, KY. ~

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