Customer Service Volunteer Coordinator

ALBERT J. HERNANDEZ

210-***-****

*******@*****.***

https://www.linkedin.com/in/albert-hernandez-15161624/ Seasoned in Food Safety and Loss Prevention. A solid track record of achievements as a District Manager, Field Consultant and General Manager in the retail field. Broad based expertise in overall store operations. Strong leadership skills, strategic planning, organizing, influence and training. Results driven, high energy and motivated self-starter with the ability to develop and establish an efficient, clean and safe operation. PROFESSIONAL STRENGTHS

FOOD SAFETY LEADERSHIP DEVELOPMENT LOSS PREVENTION SURVSAFE CERTIFIED TRAINING AUDIT INSPECTIONS

STRONG ANALYTICS PROCESS IMPROVEMENT P & L MANAGEMENT SELECTED ACHIEVEMENTS

Financial Performance: Lead a region of twenty stores and increased sales by fifteen percent through level setting training and setting specific expectaions. Provided strong leadership and exceeded

$135,000,000 annual sales for two (2) years consecutivelly which resulted in a sales record in a 27 year old established facility. Reduced operating expenses by 3% and exceeded budgeted net income by 5%. Improved efficiencies while delivering outstanding customer service and successfully executing marketing initiatives.

Customer Experience: Achieved top customer service scores as measured by the Mystery Shop program for four (4) years consecutively. Consistently ranked in the 95% percentile and ranked in the top five (5) out of 300 stores in the company. Accomplished goals through focused training, developing and motivation of the manager and associate team to deliver outstanding customer service in a fast-paced and fun environment.

Leadership Development: Trained and promoted two (2) assistant managers to co-managers, three (3) department managers to assistant manager and eight (8) hourly clerks to department manager positions in my last store. Accomplished this through a mentor/mentee program, which focused on specific behavioral competencies for each. Training included a comprehensive program on financial analysis and leadership development.

Communication: Well developed communication skills demonstrated through employee training, vendor relations, customer service, ability to train and educate, group presentation skills and conducting productive meetings. Skilled in solving organizational problems with innovative solutions, writing detailed reports and establishing and maintaining professional relationships. Strategic Leadership: Headed merchandising projects which identifed opportunities to establish a

“treasure hunt” shopping experience for our customers. Selected and tested non traditional products which resulted in incremental sales and improved gross margins. As a result, programs were rolled out to over 100 stores throughout the company. Tested numerous merchandising, signage and operational initiatives for the company which also resulted in increased sales, competitive edge and improved processes.

Inventory Shrinkage Improvement: Reduced shrinkage by $280,000, a 40% reduction and $328,000, a 53% reduction in two (2) stores by incorporating a strategic business plan. Incorporated best practices in each aspect of the facility through inventory management, check out processes, first in-first out merchandise method, and employee awareness with focused attention and detailed analyses. The success of these shrinkage control programs resulted in company roll out iniatives. Process Improvement: Established and implemented structured standard operating procedures in each in department of the store which optimized efficiencies. Specific to each department daily “hands on” training, set timelines to accomplish tasks and frequent daily assessments of conditions. Ensured high standards, cleanliness, shop ability with store conditions on a consistent basis through teaching and training. Reduced labor from 3.9% to 3.4%, $300,000 annualized savings. Visual Merchandising: Created an exciting shopping environment, which presented merchandise that attracted the attention of potential buyers through visual appeal. Creativity, cross merchandising and assembly of product with dimensional displays, through touring the store, training and synergy, resulted in increased sales of 15% in General Merchandise categories for the year. PROFESSIONAL EXPERIENCE

Area Leader/Field Consultant 2016-2022

7-ELEVEN

District Manager 2014- 2016

SAS San Antonio Shoemakers

General Manager 2010-2014

Sam’s Club, San Antonio, TX

Unit Director 1999-2010

H-E-B, San Antonio, TX

Volunteer

The Salvation Army United Way

Volunteer Volunteer Coordinator

Huntington’s Disease Children’s Miracle Network

Volunteer Volunteer Coordinator

Habitat for Humanity

Volunteer

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