Customer Service Operations Manager

FRED ALM

**** ********** ***** • Frankfort, IL **423

815-***-**** **********@***.***

Dear Sir / Dear Madam

As an accomplished manager and sales leader with an expertise in merchandising, P&L, and product/staff management, I now seek the opportunity to join your company as a General Manager. With more than 20 years of experience in the retail and consumer electronics industries, I am confident in my abilities to contribute to the success of your organization with high levels of professionalism, innovative management techniques, and an ability to motivate employees. My areas of expertise include:

Marketing Development and Employee Management: Improved management productivity through aggressive training, recruiting and cross-training; and created an Internet sales and a formal referral program to boost sales.

Merchandising & Display Sales: Attained Best Customer Perception score in Best Buy’s history and rated Best Looking Best Buy in America by the company’s Senior Vice President. Creative Problem Solving: Reduced costs by streamlining inventory, improving store appearance, and enhancing customer satisfaction.

Technical Management: Implemented innovative technology to revamp the store environment to enhance customer shopping experience.

Sincerely,Fred Alm

GENERAL MANAGER: Retail

Successful Manager with 20+ years of experience in retail and consumer electronics marketing and sales. Innovative leader with an ability to develop new systems and processes that positively impact bottom line earnings and enhance customer satisfaction. Skilled merchandiser and effective communicator. Respected leader and dedicated employee. Additional areas of expertise: Marketing • Sales • Merchandising • Operations • P&L • Staff Management • Process Improvements Display Sales • Inventory & Pricing Controls • Budgeting • Recruiting • Training & Development American Freight formerly Sears Outlet Bridgeview IL 2012-Present Store Manager

• All store sales, including services and training

• Recruiting, Staffing and development of managers and associates

• Daily and weekly training of all associates

• Maintained inventory controls, including cycle counts, inventory adjustment and reporting

• Control of P&L

• Store merchandising and displays

• Local Marketing

• Store safety and training

• Loss prevention

• Overall store appearance

• Customer service training and reporting

• Performance appraisals for all associates

PETSMART Chicago, IL 2010-2011

Store Manager

Responsibilities Include:

• All store sales, including services and training

• Recruiting, Staffing and development of managers and associates

• Daily and weekly training of all associates

• Maintained inventory controls, including cycle counts, inventory adjustment and reporting

• Control of P&L

• Store merchandising and displays

• Local Marketing

• Store safety and training

• Loss prevention

• Overall store appearance

• Customer service training and reporting

• Performance appraisals for all associates

GRANTS APPLIANCE AUDIO VIDEO & MORE, Joliet, IL • 2002-2010 Corporate Operations Manager: Oversaw entire operations for 12 stores with 220 employees. Commanded alignment of operations including warehouse, logistics, customer service, and store maintenance. Executed, managed leases. Managed corporate office and customer support staff, P&L, and payroll. Devised and implemented training programs and policies to enhance performance metrics. Interfaced with outside clients and vendors, product providers, and information services. Maintained inventory control. Created a scorecard system to measure performance metrics store-wide. BEST BUY • 1999-2002

General Manager, Joliet, IL (2002): Constructed a new Concept 5 store based on implementing new technology and revamping store environment. Positioned merchandise for maximum sales opportunities. Established interactive customer kiosks to enhance the family shopping experience and fun factor. Coordinated with multi-faceted construction elements (subcontractors, suppliers, municipal agencies). Recruited and relocated employees. Implemented security enhancements. Career Note: Additional positions held include Operations Manager, Store Manager, and Consultant to Fretters Store Manager, Regional Operations Manager, and Service Center Manager with Highlands Superstores

EDUCATION

Electronics and Business Management • Moraine Valley Community College, Palos Hills, IL Certified – Manufacturers/OEM Training

TECHNICAL SKILLS

Windows • MS Applications • Mainframe

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