Customer Service Store Manager

DAVID SNYDER

**** ********, ** ***** *: 562-***-**** *********@***.***

SUMMARY

Focused retail store management professional versed in all aspects of running Big box grocery store, including opening and closing procedures, banking, merchandising and recruiting. Sales expert with unparalleled communication and relationship-building abilities. Strong customer service skills and problem resolution.

SKILLS

Store operations oversight

Sales professional Process improvements

Store opening and closing procedures

Inventory management

Operational budgeting

Flexible schedule

Leadership reports

Employee supervision and motivation

Customer service

Outstanding communication skills

Risk management

Employee training

EXPERIENCE

06/2021 to 08/2023

08/2006 to 10/2019

Store Director

Foodland Super Market – Princeville Kauai Hawaii

The Store was under performing in customer service and profitability.

Increased Customer Services scores from 50% to 75% in 30 days

Overall Satisfaction went from 50% to 75%,

Customer Helpfulness went from 50% to 78%.

Employee Knowledge from 50% to 70%.

Friendliness from 50% to 80%.

This was done by working one on one with each employee and creating a Customer Service Culture.

This helped increase sales by 15% and Profit by 5%.

Store Manager

Ralphs Grocery Company Long Beach, CA

Boosted sales by 2% in Quarter 1 by effectively cultivating customer rapport and delivering superior customer service.

Corrected operational discrepancies for 8 stores by developing and executing process improvements.

Proactively identified and solved complex problems, including in stock position and customer service levels that impacted operations management and business direction.

Worked closely with managers and department heads on performance and productivity of employees, to formulate and build store brand and strategy.

Trained hundreds of employees in inventory practices, POS systems and product knowledge, contributing to 15% increase in customer satisfaction ratings over a two-month period.

Implemented succession planning by training and developing 30 associates into leadership positions.

Developed and optimized store schedules to meet expected coverage demands and maintain optimal service levels.

Hired, trained, and managed a team of 80+ associates, including evaluating performance and enforcing disciplinary actions.

Oversaw daily cash register operations and cash management to control over and shorts. Counseled associates as needed.

Built loyal customer base by delivering excellent service and stocking in-demand products and increased itemization to meet customer needs.

Conducted annual staff evaluations and determined staff promotions, realignments and reductions in force as necessary.

02/1997 to 07/2006

Store Manager

Ralphs Grocery Company Anaheim, CA

Assisted in overall day-to-day operations of store including continuous development of effective store associates to achieve desired sales and results.

Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.

Replenished merchandise, welcomed customers, responded to questions and maintained overall presentation of store.

Recruited, interviewed and hired individuals demonstrating passion, dedication and added value to the team.

Set schedules and delegated assignments based on team member strengths to optimize floor coverage and service levels.

Encouraged professional growth and talent development in associates to increase performance in all areas.

Helped team members deliver polite and positive service to every customer by closely monitoring behaviors and offering constructive guidance.

Established, enforced and updated policies keeping business agile and responsive to changing market conditions.

03/1994 to 02/1997

Store Manager

Boy's Markets Lawndale, CA

Increased profits 4% in 2nd Quarter by restructuring store layouts, enabling more efficient inventory management, financial planning, and sales performance metric analysis.

Hired, trained, and managed a team of 80+ associates, including evaluating performance and enforcing disciplinary actions.

Worked closely with district staff and department heads to formulate and build store brands.

Conducted monthly and annual performance reviews to organize training and development of staff.

Diminished total loss by 1.5% in 2nd Quarter by implementing effective operational improvements.

Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.

EDUCATION AND TRAINING

High School Diploma

Robert A. Millikan High School

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