Customer Service Process Improvement

Strategic Direction ꟾ Competitive Analysis ꟾ Multi-Million Dollars P&L Management

An accomplished leader with proven excellence in retail business optimization and store chain management. Demonstrated success in change management, paired with a knack for identifying strengths/weaknesses of ongoing processes, providing customized solutions for process improvement, and integrating technology for cost-efficient management of capital resources and inventory. Skilled in opening communication channels for effective team collaboration to channel productivity. I seek an opportunity to direct the overall retail operational interface and develop quality programs to accomplish the organization’s growth objectives and channel profitability. CHRISTOPHER PIZZO

EDUCATION

Associate Degree in Computer Science

Pierce Junior College - Philadelphia, PA

Philadelphia, PA – 19148 267-***-****/ 615-***-**** ad5q1b@r.postjobfree.com RETAIL OPERATIONS SPECIALIST

CAREER HIGHLIGHTS

• Over 30 years of professional experience

• Chairman Award for Highest Quality Work and Customer Service, 1999

• Multiple MVP Winner for Sales Contests

• Most Improved Store of the Year (went from #75 to #2 in profit by the end of the fiscal year), 2003

• Store of the Year, Cottman Ave, Philly Location (#1 store in profit), 2004

• Won Several Customer Service Store of the Year, 2004 - 2018

• #1 district in online sales for several years

PROFESSIONAL

SKILLS

• Cross-functional Leadership

• Operations & Resource Management

• Strategic Planning and Execution

• Process Improvement

• Customer Engagement

• Attention to Detail

• Informed Decision-Making

• Relationship Building

• Problem-Solving

Strong Communication &

Collaboration

• Human Resource Management

• Workforce Management

• Training & Skilled Team Building

• Regulatory Compliance

• Prioritization & Time Management

• Cost-Efficiency

• Forecasting & Budgeting

• Inventory Control

REFERENCES

Available upon request

PROFESSIONAL EXPERIENCE

Five Below - Philadelphia, PA

District Manager Mar 2022 - Current

• Streamlined day-to-day operations across 10 locations, ensuring collaboration between corporate and stores to align seamlessly with business objective

• Manage payroll budgets on a weekly, monthly, and quarterly basis, optimizing resource allocation to drive efficiency and cost-effectiveness throughout the district

• Mentored and coached team leaders to help in their career advancement, fostering a culture of inclusivity, diversity, equity, continuous learning, and professional growth

• Assessed performance metrics and prioritized the delivery of exceptional customer service, augmenting the overall shipping experience through tailored guidelines and ongoing coaching on addressing teen population needs

• Implemented effective inventory management strategies, reducing excess stock levels and preventing shrinkage to improve inventory turnover and reduce carrying costs Key Achievements:

• Consistently exceeded sales targets, driving YOY growth through strategic sales initiatives and targeted merchandising campaigns, leading to $30 M revenue in sales

• Enhanced operational turnaround across inventory management, merchandising, and compliance through staff training and continuous improvement programs

• Increased employee engagement and retention by implementing employee recognition and professional development initiatives

Dollar General - Philadelphia, PA

District Manager May 2020 - Mar 2022

• Designed and executed business and customer satisfaction initiatives to address issues and manage profitability across 11 stores with a revenue potential of $ 22 M

• Daily visited different locations and conducted conference calls to review reports and discuss insights and market trends, and rolled out KPI-driven initiatives for higher ROI

• Increased operational efficiency, client retention, and business repeat rate by designing and executing targeted training and mentorship to key personnel, with a strong emphasis on elevating the quality of customer service

Modell’s Sporting Goods - Philadelphia, PA 1991 - 2020 Regional Vice President Jun 2019 - Mar 2020

• Provided strategic oversight to sales, marketing, store management, merchandising, financial planning, human resources, and business development operations of over 78 stores

• Directed a team of 300 managers and 6 district managers, leading organization-wide structural change management to support company goals and vision set by the executive leadership team

• Expedited P&L management and regional expansion operations, successfully generating $200 M in sportswear and sports equipment sales Senior District Manager 2010 - 2019

• Built a highly skilled team of district managers for over 40 stores, supporting business agility by performance metrics and employing improvements to enhance productivity

• Assessed performance metrics and market trends to identify and capitalize on improvement opportunities and implemented transformation plans

• Oversaw the district-wide performance evaluation and leadership development by providing coaching and subject matter expertise in recruiting and training to drive staff success

ADDITIONAL EXPERIENCE

Modell’s Sporting Goods - Philadelphia, PA

District Manager 2004 - 2010

Training Manager 1997 - 2004

General Manager 1994 - 1997

Assistant Manager 1992 - 1994

Cashier 1991 - 1992

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