Operational Manager Customer Service

Lenny M. Ellis

Bradenton, FL **********@*****.*** 904-***-**** www.linkedin.com/in/lenny-ellis

Experienced Multi Position Manager

Results-driven and motivated operational manager with extensive experience in driving retail sales while promoting efficient workforce procedures. Ethical human resources professional dedicated to preventative action, conducting audits of standard operating procedures to boost efficiency and employee engagement. Skilled communicator talented at working with internal and external stakeholders to meet customer and organizational goals.

CORE PROFICIENCIES

●Human Resources

●Employee Utilization

●Inventory Management

●Vendor Relationships

●Product / Service Sales

●Revenue Management

●Order Fulfillment

●Customer Relationships

●Conflict Resolution

PROFESSIONAL EXPERIENCE

Department Manager - Electrical Lowe’s Companies, Bradenton, FL 2020 to Current

Collaborated with leadership in directing store associates to achieve organizational mission.

Facilitated meeting of company sales goals, profitability budgets, achieving safety metrics, and high levels of customer satisfaction.

Partnered with leadership to fulfill organizational gaps by working in multiple departments

Spearheaded department compliance with weekly asset protection and safety training

Directed and constructed product displays and home location stocking. Forecasted product ordering and acquired inventory to meet/exceed customer demand. Conducted inventory audits and implemented product markdown cycles.

Noted Accomplishment:

Exceeded store sales plan by over $11 million FY2020

Exceeded responsible department sales goals against supply chain disruptions/shutdowns

Achieved highest electrical department sales volume in the company, exceeded plan by over $1 million FY2020

Exceeding department sales plan by over $1.4 million. Store plan by $5.3 million 1st Quarter FY 2021

Font End Manager Lowe’s Companies, Bradenton, FL 2019 to 2020

Lead a team of over 50 associates in delivering high levels of customer service in a $50M retail environment

Spearheaded onboarding of all new customer service associates and cross-trained exceptional associates for other departments

Aided assistant store manager team by being the 1st point of contact during customer conflict situations

Guided internet fulfillment services including arranging pickup and delivery orders, facilitated alternative order fulfillment if required

Maintained financial records and processed store banking deposits, in excess of $40K per week

Noted Accomplishment:

Led customer service team in achieving $50+ million in store sales

Guided staff success through direct supervision of over 50 associates

Boosted efficiency through conducting scheduling audits, fulfilling the company’s service promises

Installed Sales Manager Lowe’s Companies, Bradenton, FL 2017 to 2019

Fostered strong customer relationships to build trust and encourage sales.

Partnered with national suppliers to support delivery of top-level customer service and efficiently complete all scheduled installs

Operated within appropriate pricing metrics to meet organizational sales goals while keeping sales proposals attractive to the customer

Oversaw the install sales office associates and worked with shipping/receiving to complete fulfillment promises

Department Manager – Shipping/Receiving Lowe’s Companies, Bradenton, FL 2015 to 2017

Established department goals and implemented procedures to monitor and track inbound/outbound freight

Reviewed and reconciled inventory variances and conducted product disposition tasks

Established and maintained departmental budgets, tracked receiving expenditures, and incorporated cost saving staffing protocols

Reviewed facility safety metrics, implemented safety practices and identified areas of concern to management

Merchandising Manager – Product Services Lowe’s Companies Jacksonville, FL 2008 to 2015

Guided associates daily to ensure store presentation and maintenance was in compliance with corporate direction

Engaged vendors and associates when constructing product displays or store resets, according to corporate planograms

Oversaw team members and coordinated them with others to support successful sales and operation of the store

Sought out and engaged customers to fulfill their shopping needs to complete their projects

Sales Specialist Lowe’s Companies Trifton, GA 2007 to 2008

Provided expert customer service and satisfied their specific needs, pairing them to the best products and services

Ensured displayed merchandise met corporate high standards and was customer ready

Met and exceed personal sales goals and assisted other specialists to meet monthly department goals

Fulfilled both pickup and delivery orders. Engaged the supply chain to acquire necessary products from local and regional distribution centers.

EDUCATION AND TRAINING

Master of Business Administration, Specialization in Human Resources

Colorado Technical University, Colorado Springs, CO

Bachelor of Business Administration in Management,

Colorado Technical University, Colorado Springs, CO

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