Customer Service Store Manager
Resume:
THOMAS SMITH
MANAGER
P
E
************@*****.***
A
Helena, MT
SUMMARY
EDUCATION
Highly motivated manager with over 20 years of experience in all areas of retail business operations including Store Manager, District Captain, merchandising, operational procedures, project management, budget preparation and analysis, administration, human resources, customer service and asset prevention
ACCOMPLISHMENTS – LOWE’S HOME IMPROVEMENT
2020: Grew sales volume to all-time record level in 14-year history of this store to 18% over aggressive sales plan
2020: Grew profit dollars to all-time record level to 41% over plan
Grew sales volume by 50% in three years
Served as District Credit Captain leading district to #1 in Region
Held OSHA Recordable safety incidents to zero for 2020
2020: Helped to inspire all hourly associates to achieve maximum quarterly bonus checks four quarters in a row and 14 quarters in a row total
2019: Year-end sales to plan was #7 best in the company and Profit was #2 best
Helena store has been voted #1 choice in Home Improvement by the community four years in a row. This store had never achieved #1 award and no Home Improvement store in the community had ever achieved First Place two years in a row prior to Lowe’s achieving that honor
Business Management, Denver University
KEY SKILLS
BIG BOX OPERATIONS
NEW STORE OPENINGS
STRATEGIC PLANNING
TRAINING & DEVELOPMENT
FINANCIAL PLANNING & ANALYSIS
SAFETY
TIME MANAGEMENT
PUBLIC SPEAKING
AWARDS
SECOND PLACE WINNER OF 2019 MANAGER OF THE YEAR – LOWE’S HOME IMPROVEMENT
EXPERIENCE
Lowe’s Home Improvement October 2015 - Present
Store Manager
Responsible for entire store operation to drive sales, profit, service, HR, asset protection, safety, store environment, pro-business, installed sales, and delivery
Drove sales and profit to record levels in 2019 and 2020
Lead 4 assistant store managers and 14 department supervisors
Manage store staffing of over 165 associates
Focus on the customer: deliver outstanding service by building strong relationships with customers, vendors and installers
Take action and always move the store forward with enthusiasm and a sense of urgency
Show courage by quickly addressing difficult issues, and making tough decisions without hesitation
Continue learning both professionally and personally, and encouraging team to do the same
People leadership: Lead in ways that promote team’s success and their professional growth through attracting, hiring, developing and managing the performance of the entire store
Foster an inclusive environment where all associates can realize their full potential and be rewarded for their contributions
JC Penney Company, Inc 1983 – October 2015
Store Manager – Mesquite (May 2012 – October 2015)
Responsible for entire sales, store environment, HR and Operations in Dallas / Fort Worth’s largest box store, including all merchandise execution processes, talent resource sourcing and hiring. Act as liaison between construction services superintendent and store in order to achieve expense and profit objectives
Maximized sales and profit through excellent customer service levels, training, merchandise space allocation, merchandise exit strategy and execution of all marketing events
Evaluate and benchmark operational procedures to ensure lowest cost of ownership
Assisted Risk Management with preventive measures and cost containment solutions
Interpreted operating results as they affected divisional financial aspects and made specific recommendations which resulted in cost reduction and EBIT improvement
Ensured that all service income producing areas such as salon, jcp.com, custom decorating, optical and portrait performed at optimal levels to maximize sales
Developed future leadership and fostered personal growth objectives
Managed staff of 265 associates
Store Manager – Dallas (May 2010 – May 2012)
Responsible for all sales, HR, Merchandising and Operational tasks in opening this brand new JC Penney store in Dallas, TX
Sourced, hired and trained store Leadership team and all store associates
Successfully opened the store in September 2011 and by May 2012 had achieved top 1% Customer Service KPI scores in the company, receiving company Gold Status recognition
Successfully tested and implemented a new staffing hybrid model for Leadership that would be rolled out to the company two years later
Managed human resources administration including appraisals, disciplinary/coaching needs, training and development within the store
Managed all service income revenue producing AOR’s in achieving store sales and profit objectives
Ensured that workforce diversity reflected the current labor market analysis
Managed staff of 180 associates
Store Manager – Frisco (Nov 2007 – May 2010)
Store Manager - Flower Mound (2006 – 2007)
Sr Merchandizing Manager – Lewisville (2001 – 2006)
Merchandizing Manager (1983 – 2001)
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