Customer Service Operations Manager

MICHAEL BREAN

OPERATIONS LEADER RETAIL STRATEGIST MULTI - UNIT OPERATOR

813-***-**** **********@******.*** Lithia, FL LinkedIn PROFESSIONAL SUMMARY

High-performing, strategic business professional with over 24 years’ experience leading and developing teams, driving company goals, increasing revenue, and performing with excellence. Expert-level proficiency in superior communication, executive partnership, directing operations, and managing competing priorities. Adept at assisting with project monitoring and budget tracking along with a great ability to constructively deal with conflict that yields effective solutions. Dynamic leader who excels in leading cross-functional teams, developing teams, and driving results. FUNCTIONAL AND LEADERSHIP EXPERTISE

Operations Planning & Design Strategic Planning Developing Performance-Driven Teams Competitive Analysis Budget Management Client Relationship Management P&L Management Process Improvement Stakeholder Engagement Recruitment and Retention Retail Merchandising Executive Collaboration PROFESSIONAL EXPERIENCE

Speedway LLC January 2019 – February 2020

District Manager (January 2019 – February 2020) Tampa, FL

• Trained, coached, and developed 45 direct reports of Store Managers, Assistant Store Managers, Field Specialists, and support staff.

• Onboarded new members of retail location senior management to operate each store within budget guidelines for scheduling and payroll, preventing unnecessary overtime.

• Trained management team negotiation tactics to incorporate in their conversations with third party vendors on “top items” to ensure supply and demand metrics are favorable, resulting in an increase the market share.

• Coached management on analyzing reports such and profit and loss statements to decrease loss and increase profit with strategic product placement and upselling.

• Designed competitive performance program that inspired region to maximize sales, resulting in two consecutive quarters of increased sales.

• Reinforced professional accountability during store visits by building rapport and setting REAL goal expectations for management and staff.

Family Dollar Stores December 2004 – January 2019

Area Operations Manager Tampa, FL

• Managed overall retail store operations for 18-32 Family Dollar Stores providing direction to 21 direct report Store Managers, Performance Manager and two Field Specialists.

• Coached full-time team members on sales metrics, inventory control, staffing, scheduling, payroll, training, performance, high-volume customer service, visual presentation standards, and budget planning execution.

• Analyzed sales and work content to develop effective daily/weekly staffing and scheduling of the store work plans to meet productivity and operating standards.

• Onboarded all new District Managers for the South East Region, including first and last week assessments and final recommendation on placement.

• Managed profit & loss by following cash control and security procedures, maintaining inventory, managing labor, and reviewing financial reports.

• Responsible for sales/marketing initiatives including drafting sales and marketing plans.

• Led retail operational excellence by cultivating and preserving client relationships, reconciling service issues, and mastering internal business operations.

• Actively contributed in the business planning and budgeting process by developing cost reduction strategies.

• Traveled to underperforming markets to analyze market conditions and develop action plans.

• Led daily communication with the field and store teams on standards, training, compliance, and product offerings.

• Identified and innovated on areas of improvement to deliver scalable processes that were leveraged across all stores.

• Facilitated MAP (Management Assessment Program), which assessed employee management readiness.

• Adhered to all inventory control procedures, ensuring proper inventory management processes are followed to maintain in-stock position within the department.

MICHAEL BREAN

( CONTINUED)

CVS Healthcare Pharmacy June 2002 – December 2004

Store Manager Tampa, FL

• Managed, coached, and directed over 175 focused team members, comprised of front line personnel and leadership.

• Directed store's daily operations, including customer service, sales, inventory control, maintenance, and staffing.

• Maintained an outstanding customer service-oriented environment through effective selection, training and development of staff.

• Provided expert analysis and guidance on complex resource management program issues.

• Established employee goals and monitored performance.

• Led staff meetings.

• Managed complex filing and records management systems by ensuring integrity and confidentiality of data. MAJOR ACCOMPLISHMENTS

Speedway Received Food Safety Certification with a 97% score. Family Dollar Stores Recognized for the most reduced shrink by limiting operational losses. Family Dollar Stores Winner of Comp Sales Award for consistently exceeding the store's annual sales quota through the proper execution of monthly sales strategies.

Family Dollar Stores Chosen as a Top Gun leader in the Management Assessment Program (MAP). Invited to participate in Regional Director program at the corporate office, which included business topic presentations, financial reports deep-dive, and development for regional leadership.

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