Customer Service Support
Resume:
OPENZENDER TANNER
***********@*****.***
Results oriented individual with proven track record managing retail store operations and strategic account relationships in the auto parts industry. Self-motivated with high energy, strong attention to detail, strong focus to support organizational goals, and the ultimate drive to ensure team success within budget and time requirements. PROFESSIONAL EXPERIENCE
Store Manager – Napa Auto Parts Genuine Parts Company 11/2004 – 07/2021 Led a cross-functional team of four delivery drivers, three front counter representatives, one key holder and two assistant managers responsible for commercial and retail sales and customer support. Managed Commercial and Government account portfolio valued at approximately 1.6 M in annual revenue and 1.1M in inventory
Responsibilities:
• Managed staff of 10 to include performance management, employee relations issues, training and development for career advancement, Kronos time management. Resolved operational problems and applied decision-making skills to achieve business objectives
• Monitored and reported store sales and profit performance daily
• Worked with existing and new customers to generate new revenue and developed plans to secure the opportunities
• Managed the hiring process at the store level to include accepting walk-in applications, pre-screening online applications, and facilitated interviews
• Motivated and coached staff to consistently deliver high levels of customer service and business results
• Managed building inspections, grounds, landscaping, outside structure and repairs such as fencing, paint and parking lot, etc. Maintained and managed equipment, supplies, and/or compliance documents to ensure safety, and regulatory compliance for the store location
• Managed corporate sales campaigns and programs for selected store inventory and worked to exceed program quota during campaign time period
• Planned workloads and assigned work schedules on a daily/weekly basis
• Maintained a safe work environment for all employees to include vehicle safety when delivering parts to existing customers, and safety compliance to reduce risk for the organization
• Managed freight check-in, loading and unloading from distribution center deliveries and pick-ups from Napa, UPS, FedEx, R&L, ABF, Averitt Express, and others
• Ensured all inventory was received, audited, and stocked according to the standards of the organization. Lifted inventory and product on a continuous basis with weight of one to 70 pounds
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• Managed store fleet to include gas, oil change, tires, brakes, all repairs, etc. Reported auto accidents and employee breach incidents within 24 hours. Audited monthly auto expense receipts to ensure accuracy.
• Managed and coordinated all efforts associated with store fleet purchasing, pick-up and replacement. Maintained clean fleet inventory and performed continuous auto detail as needed
• Managed and protected company assets, including controlling store expenses and inventory loss due to theft
• Coordinated and managed dispatch process including invoicing, order pulling, dispatch and delivery for all commercial and retail delivery customers
• Managed “Opening and Closing” process to include till count, preparing store deposits, and change orders
• Maintained customer relationships at the management level. Served as the main point of contact for online orders, customer invoicing, account discrepancies, payment delinquencies, and ensured exceptional customer satisfaction as a whole
• Trained staff on use of forklift and other operational equipment
• Coordinated quarterly team building events to maintain healthy employee moral
• Served as the main point of contact for all security related issues associated with store fleet and the facility
• Provided “On-Call” assistance for break-ins and theft incidents reported by security surveillance provider and the police department
Notable Accomplishments:
• Awarded 15+ plaques for “Top Sales” for consistently meeting and exceeding sales and profit quota annually for the past 16 years.
• Received “Triple Crown” recognition for sales, profit, and inventory turnover in 2014/2019
• Met and exceeded inventory audit controls by coming in less than one percent of the total inventory annually, and maintained low external theft and zero internal theft cases
• Maintained very low employee turnover and was highly regarded by staff as a superior leader and development coach
Store Manager – Main Auto Parts 01/1992 – 11/2004
Managed and directed a staff of six employees. Served as the main point of contact for all retail and wholesale account activity. Provided leadership and coaching to ensure employee development. Managed all sales and support responsibilities within the organization. Managed retail and commercial account portfolio valued at approximately $750K in annual revenue. EDUCATION
Associates, Kerr Business College
SOFTWARE APPLICATIONS
Microsoft 365, Kronos, TAMS
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