CINDY MOCK

Columbia, SC (***) *** - **** adkejb@r.postjobfree.com

MULTI-UNIT STORE MANAGER

Results-focused Multi-Unit Operations professional with a 15+ year track record of success in developing individuals and teams to optimize profitability and customer satisfaction. Progressive leadership experiences have created a passion for surpassing financial and service objectives via a combination of world class service delivery, operating methods, renewed marketing directions, and incentive driven rewards for team achievement. Derive genuine pleasure from transitioning high-potential staff into outstanding leaders demonstrating the creativity critical to financial and operational success.

Core Expertise:

Operations Management Team Leadership Customer Service Vendor Relations Inventory Management Sales Forecasting Market Analysis Human Resources Management Training & Development Scheduling Workforce Planning Performance Management Expense/Cost Control Strategic Planning Product Knowledge Profit & Loss Financial Reports Business Development Influencing Facilities Management Conflict Resolution Risk Management Technical Competencies - POS systems Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook) SELECTED ACHIEVEMENTS

Hired, trained, and led sales teams propelling store sales by 20%+ and cultivated robust working relationships with in-store personnel.

Recruited and developed new managers, coached teams of 100+ associates, and trained teams on new programs, best practices, policies, products, and technical solutions.

Earned recognition and awards for excellence in shrink improvement, cost controls, profit margins, and sale initiatives. Ranked as a top performer for sales and marketing KPIs.

Placed #1 company-wide in EBITDA and Best Operating Margin to Budget. PROFESSIONAL EXPERIENCE

STORE MANAGER Safelite Auto Glass 2018 - 2021

Built a highly successful workforce, focused on employee retention and customer care culture for the Columbia, SC store. Consistently demonstrated excellent mentoring and coaching skills to create an engaged work environment where employees excel. Led the team of 30 technicians and assistant managers to meet and exceed customer care metrics, while delivering a clean, organized and fully operational retail experience for all customers and employees. Utilized strong analytical skills to continually improve everything from store processes to field service delivery. Partnered with call center leadership to proactively recognize issues, build action plans, and identify solutions to grow business and increase customer satisfaction.

Key Accomplishments

Grew my location from 14 to 30 technicians and increased work UAD (units average daily) from 2.83 to over 5.15 units.

Seized opportunities to improve profitability by organization of tools and supplies; by limiting the ordering of unnecessary equipment.

Streamlined processes were completed by customer advocates to verify coverage and having technicians completed call a-heads as well as improving the check-in time to ensure technicians started the day right.

Drove Work UAD from a below margin of 2.83 to 5.15, which was exceeded 4.20.

Improved the CICO process by creating a staging system for glass and assigning check out times; reduced 2-hour

(check-in, check-out time) to under 1-hour and the innovative process was recognized by a regional warehouse manager to be implemented in other locations

CINDY MOCK 803-***-**** adkejb@r.postjobfree.com

STORE MANAGER Food Lion 2014 – 2018

Held full P&L and operating responsibility for the entire location, supporting all employees, and allocated budgets by store annually. Monitored revenue and expense control through month-end reporting. Demonstrated exceptional team building capability which ultimately led to maximum financial performance and employee satisfaction. Successfully developed and led a top-performing team in implementing operations. Significantly reduced stores’ shrink, limiting operational losses and adding more per year to operating profit margin. Key Accomplishment

Boosted store engagement score to 97% after prior store management score of 74%; reduced store shrinkage from 4.2% to 1.11% which was the lowest shrink number in the store history.

Revamped a negative margin location which was losing over $600K/year to capturing a positive margin after strategically implemented processes to improve payroll, reduce shrink and increase average ticket.

Drove customer service scores by 20%+ and exceeded company average by 4% after mentoring team in service skill by implementing GUEST standards which stands for Greeting every customer with a smile, Understand why they are here, Explain any promotions or sales going on, Suggest any product or services they might need, and Thank them for coming in today.

DISTRICT MANAGER Family Dollar 2013 – 2014

Provided guidance and leadership for 20 Store Managers and oversaw all Sales and Operational activities for Orangeburg, SC market. Recognized millions in total annual revenue. Engaged in Human Resource Management functions including hiring, interviewing, onboarding, termination, coaching, annual performance appraisals, and discipline at all levels within the market. Developed direct reports to be promoted to higher positions; reduced turnover among Store Managers from 45% to 15%. Monitored sales activities and results for individual stores, providing consistent feedback for the purpose of maximizing sales and controllable profit by 17% and improved net profits by 53%.

Key Accomplishments

Analyzed profitability as demonstrated on Balance Sheets, Profit & Loss Statements, and sales/expense reports.

Optimized district performance by boosting overall operations rank from #227 to #67 out of 438 Districts.

Mentored Store Managers on strategic planning and developing business plans for their respective units and educated them of customer service, people development, execution of merchandising and operations standards.

Drove customer service scores upward by 8% which exceeded the company average by 6%. EARLY CAREER

LICENSED INSURANCE AGENT Bankers Life and Casualty DISTRICT MANAGER RAC Acceptance (now AcceptanceNOW) DISTRICT MANAGER, DISTRICT TRAINING STORE MANAGER, STORE MANAGER, MANAGER Blockbuster Video EDUCATION & PROFESSIONAL DEVELOPMENT

Bachelor of Science in Elementary Education Greensboro College

Certified in Basic Interviewing and Interrogation for Wicklander-Zulawski & Associate, Inc.

Safelite-Center of Excellence, Certified in Safe 6.0

Blockbuster Video- Multiple Awards in Customer Service, Shrink, Store Appearance and Total Controllables

Food Lion - Certified in Food Safety

Attended various Leadership seminars and conference 2

Contact this candidate