Customer Service Operations Manager

Johnny Nunez

**-** *** **. *** #*, College Point, NY 11354

Cell: 646-***-**** - *********@***.***

Career Focus

Highly motivated Operations Manager with 15 years of experience in big box retail stores, building teams,

budget planning, staffing, customer service, logistics, and sales.

Summary of Skills

Interviewing and Staffing

Training and Development

Logistics and Incremental Sales

Forklift Certified

Fluent in Spanish

Complex Problem Solving

Franklin Covey Time Management

Accomplishments

Sales and Promotion

Placed in top 5 in store sales in the region

Built relationships with various media groups to promote sales

Received ''Team of the Quarter Award'' for sales and customer service improvements

Process Improvements

Achieved a 17% increase over LY in imonitor yearly country QC KPI's results

Implement and assist with new working routine process in various departments in order to improve operational excellence and drive cost down.

Granted passing scores on external audits by implementing BEST METHODS ENHANCEMENT

Training and Development

Coached and developed 3 associates to Assistant Store Manager level

Professional Experience

Unit People Planning Specialist / Kitchen Production Manager / Interim Facility Manager

October 2019 – December 2021

IKEA Hicksville, NY

Developed and Implemented staffing needs within store and according to budget aimed to increase efficiency and co-worker availability to assist the many visitors.

Develop and Implemented sales forecast and goals for the restaurant

Implemented safety guidelines as per US FOOD SAFETY MANUAL

Perform and process weekly payroll and ensure payroll accuracy with in the store.

Monitors IKEA EMPLOYMENT STANDARDS according to company guidelines aimed to mitigate potential loses

Developed strong relationships with recruitment teams in order to expedite hiring and staffing needs

Assist in facilitating training classes

Train new leaders in KRONOS and IKEA pay practice.

Managed contracts negotiations between IKEA and external vendors

Managed the upkeeping of entire building including HVAC’s, Elevators and Generator.

Active Selling Leader

October 2017 to April 2019

IKEA Hicksville, NY

Increased Sales and overall Customer Satisfaction by Implementing ADD-ON strategy aimed to increase Avg. ticket and Avg. items per ticket on order to promote a healthy P&L and increase overall GM

Implemented finance strategy aimed to increase SALES by offering payment options with the STORE branded cards

Implemented monthly trainings in order to increase competence

October 2013 to October 2017

IKEA Hicksville, NY

Manage the staff and activities of the Administration department, including training,scheduling and performance management

Responsible for the facilitation, education, implementation, and review across all departments in administrative routines and working methods

Ensure that the Administration Team maintains a safe, clean and orderly store in “shape as new” and compliant with internal standards and external regulations

Assist departments to establish, implement and sustain routines to ensure Administrative Rules & Guidelines are achieved

Partner with Store Management Team to help analyze, create, or influence change if necessary; focus on making routines simple and translating the business effects into simple language

Responsible to ensure all areas of the store are in compliance with the 4 eye principal

Manager Engineering

March 2012 to October 2013

Warwick Hotel New York, NY

Assign tasks to associates, staff projects, track progress and update managers, partners and clients.

Developed a Preventative Maintenance Program to reduce the amount of calls on a day to day basis and improve guest relations scores on the Market Metrix.

Conduct daily operations meetings with engineering staff to discuss areas of opportunity and goals.

Calculate, prepare, and issue bills, invoices and account statements according to established procedures

Develop partnership with Housekeeping and Front Desk to achieve 100% room readiness and improve guest satisfaction scores.

Work with Project Office to execute room renovations which includes wiring new Lutron devices,plumbing electrical, painting,plastering, moldings,picture hanging and furniture placement

Operations Mgr.

August 2008 to August 2011

Marshalls New York, NY

Member of Regional Rapid Response Team

Lead Operations Manager in the highest volume store in the chain

Acted as a liaison between various employment agencies to maintain optimal staffing requirements

Compiled financial reports pertaining to sales, expenditures, profit and loss for quick analysis by upper Management.

Trained and developed associates for future advancement opportunities.

Reconciled and reported discrepancies found in HR records.

Conducted weekly audits in sales and operations to ensure compliance

Created schedules for specific business needs

Responsible for conflict resolution with customers and associates

Implementation and adherence of all OSHA regulations Assessment and placement of new and existing employee

Assisted in new store openings

Acting Store Manager/Operations Manager

August 2006 to August 2008

Home Depot College Point, NY

Responsible for managing and meeting monthly budget, including profit recovery and sales increases

Responsible for total store schedule

Trained and developed employees for advancement opportunities

Oversaw all aspects of operations including logistics, HR, inventory levels Performed daily audits and analysis to prevent potential loss.

Certified employees for all machinery operations per OSHA requirements.

Ultimately responsible for customer and employee relations Held weekly operational meetings with team to discuss opportunities.

Assisted in a new store opening

Operations/Merchandising Mgr.

October 1994 to March 2006

Bed Bath Manhasset, NY

Oversaw all aspects of in-store operations, including HR functions, managing payroll, interviewing, hiring and scheduling.

Managed in-store logistics, invoice reconciliation and inventory processes in a $19 million store.

Responsible for maintenance of both selling and non-selling areas.

As a Merchandising Manager: ordered all merchandise pertaining to my departments, trained and developed my team for advancement,

Analyzed sales and created strategies to grow under-performing departments

Assisted in new store openings

Education

Criminal Justice, 2001

John Jay College New York, NY

Mathematics, 1998

William H. Taft High School Bronx, NY, United States

Contact this candidate