Customer Service Technician, Sales Management

John Drum Wayland, NY ***** 585-***-**** *************@*****.***

Retail Operations Management Sales & Marketing

Accountable and results-driven professional developing and leading high-performance teams focused on general operations, sales, and customer service. Extensive experience in assigning tasks, maintaining schedules and workflows, and ensuring deadlines and goals while meeting quality control requirements and high client satisfaction. Trains and motivates teams through projects and company initiatives to generate increased revenues, improved customer service, and profitable client relationships. Evaluate staff performances and coach them accordingly to elevate work quality and employee motivation. Achieves business development efforts and facilitates communication between multiple parties for maximum efficiency.

Areas of Expertise

Retail Store Operations Budgeting & Cost Controls Buyer Behavior/Awareness Sales and Marketing Credit Finance

Shrink Reduction/Loss Control Strong Presentation Skills Entrepreneurial Spirit Visual Merchandising

Customer Service Excellence Specialty Retail Operations Teambuilding Training/Supervision Service Orientation

Loss Prevention/ Security Inventory Management Merchandising Strategies Relationship Building Active Listener

Experience

Store Manager Rapp Petroleum Inc. Port Crane, NY February 2011 – Present

Designed and implemented an off-season service program providing incentives for clients, significantly decreasing wait times for customers, and supported the hiring of a full-time service technician

Organized a used equipment sale, successfully selling 25% of the equipment the first weekend and securing $300K in sales over a few weeks

Hired, trained, and coached Sales Associates on product knowledge through in-store product training, established partnerships with Vendor Representatives, and utilized training tools separate from corporate communications

Conducted monthly staff performance evaluations to establish career progression plans for critical staff retention and reduction of staff turnover

Analyzed store’s sales and products to identify business opportunities, reported to and communicated with district manager on store needs, and conducted mandatory audits to ensure compliance was met

Owner/ Manager Genesee Equipment Co., Inc. Dansville, NY April 1986 – October 2010

Purchased business and relocated it to a high traffic area accomplishing 10K cars per day and benchmarking $1M in equipment purchased within the first year

Collaborated with territory manager to promote and transfer equipment to various territories selling 48 units and becoming recognized as a top seller within New England

Created purchase plans, incorporating forecasting of gross margin dollars, stock to sales, and retail dollars and determining merchandise mix/assortment at store level and inventory flow to the stores

Monitored inventory levels, store capacity, levels, and replenishment strategies and responded proactively to fluctuations in business levels

Prepared customer invoices statements, monitored collections, liable for all vendor inquiries, reconciled bank statements, and issued checks

Directed and supervised technicians and support personnel within on-site and off-site projects

Additional Work Experience

Salesman/ Service Technician Power Enterprises Inc. West Bloomfield, NY April 1985 – April 1986

Military Police Investigator U.S. Army Washington D.C. October 1978 – October 1981

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