Customer Service Training Specialist

MICHAEL O’BRIEN

** ************* *****, *****, *** York 11727 631-***-**** ****************@***.***

10+ years of multi-unit management experience in specialty retail as a director of stores, regional manager, flagship store manager & district leader, and business owner. Achieved remarkable success in each position.

Director of Sales and Operations – Windows on the Lake April 2015 – Present

Managed day to day operations of the banquet facility. This included booking and confirming a broad range of events up to 300 people in multiple rooms for both corporate and social events

Negotiated pricing including sales minimums and menu pricing, conduct site visits, prepare and send out proposals and contracts and assist with menu selection with great attention to detail

Up sold menu items to maximize revenues while providing increased value and an exceptional experience to our guests

Effectively communicated and work closely with Banquet, Culinary and all other operational departments to ensure smooth execution of all events including conducting weekly Banquet Event meetings with the Executive Chef and pre shift meetings with the Captains and Servers

Prospected new business by conducting quality outside calls and networking including attending marketing events

Continually met and exceed revenue goals

FLAGSHIP STORE MANAGER, DISTRICT LEADER – Helzberg Diamonds Sept 2012 – Mar 2015

Recruited by the RVP to turn around an understaffed and underperforming flagship store (Roosevelt Field in Garden City) while also supporting 15 other stores in NY, NJ, and CT as district leader ($26M in total sales, 100+ employees). Lead a flagship team of 31 including 1 co-manager, 3 assistant store managers, 5 key holders, and 22 associates.

Turned around a flagship store that was severely struggling – down $1M to plan, missing key metrics, down 2 assistant managers and several associates, high shrink, low morale, and a lack of training and structure.

Drove the store’s overall performance scorecard from 164th to 6th in the entire company (250 stores) in the first year. Improved from 12th to 2nd in the district (16 stores) and 37th to 3rd in the region (42 stores).

Drove the district’s overall performance scorecard from 17th to 2nd in the country (18 districts). Visited and audited other stores, identified opportunities, coached managers, and led recruiting and training efforts.

Doubled the store’s sales volume in the first year – improved from $1.6M to $3.5M. Achieved 128% of the sales plan in the first year (1st in the district) and 118% the second year (2nd in the district).

Ranked in the top 3 company-wide for profitability; reduced shrink from 5.8% to less than 2% the first year.

Drove the store’s average transaction to $863 – easily surpassed the company target ($550) by 57%.

Doubled the store’s average units-per-transaction – improved from 1.2 to 2.6 (goal: 2.0).

Nearly tripled customer credit applications – improved from 25 to 70 per week.

Drove mystery shop scores from 67% to a consistent 98% (achieved perfect scores on 10 out of 12 shops).

Doubled the warranty attachment rate – improved from 38% to 77%.

Drove the bridal business from 36% to 62% of total store revenue – improved 26 percentage points.

More than doubled the store’s operational audit scores – improved from 37% to a consistent 86%.

Trained, developed, and promoted 6 new store managers internally. Trained 2 new regional managers.

OWNER & FOUNDER – O’Bella Salon and Spas Nov 2011 – Present

Purchased an upscale salon and spa, redesigned the interior, implemented a highly effective marketing strategy, and increased sales 75% in the first 1 years. Opened a very successful second location in 2013. Continue to oversee all financial management of the business but not day-to-day operations.

DIRECTOR OF STORES – NBTY Corporation (Vitamin World) Sep 2009 – Oct 2011

Recruited by a former VP from Zales to oversee all aspects of sales, operations, and marketing for a specialty retailer with 438 stores and $570M in total annual sales. Provided leadership, guidance, and support to 4 regional directors, 32 district managers, 438 store managers, and 3500 associates company-wide. Reported to the VP of operations.

Developed a highly successful business model that maximized profitability and improved every area of retail operations including talent management, sales & customer service, merchandising, and store standards.

Created a blueprint for talent selection and development that enabled the company to attract and retain top-tier managers and associates (less than 30% employee turnover).

Recruited and hired 3 regional directors, a training director, and 13 district managers externally. Identified, developed, and promoted 2 regional directors and 5 district managers internally.

Achieved considerable improvement in all key performance metrics. Raised customer satisfaction scores to a consistent 90%+, mystery shop scores to 89%, and the loyalty conversion rate to 80%.

Created and rolled out several employee incentive programs that grew sales 13% and profit 19%, including an “Employee of the Quarter” program, top performer plaques, and rewards for top mystery shop scores.

Sourced and evaluated potential locations and oversaw the setup, staffing, and opening of 17 new stores.

REGIONAL MANAGER – Zale Corporation April 1999 – Sep 2009

Promoted to oversee 14 stores ($28M) in 7 northeastern states (NY, NJ, MA, ME, NH, VT, CT), with full accountability for every aspect of sales, operations, and talent management. Provided leadership and direction to a team of 110.

Awarded “Regional Manager of the Year” for 2 straight years out of all regional managers in the division due to exceptional P&L results and outstanding overall performance.

Drove most key performance metrics to 1st overall in the division including sales volume, large carat sales, mystery shop scores, and credit insurance. Ranked 2nd overall for jewelry protection plans.

Instrumental in driving the Riverhead outlet store from $1.4M to $3.3M in sales – 2nd highest in the entire division.

Early career experience in the restaurant industry as a general manager for Ruby Tuesday (1996-1999)

EDUCATION & PROFESSIONAL DEVELOPMENT

Bachelor’s Degree in Business Administration and Pastoral Counseling – University of Kentucky (2000)

Certified Diamontologist and Gemologist – Diamond Council of America (2005)

“Michael is and will always be an Executive Extraordinaire! No matter how high the bar – Michael always reached it. Michael’s contribution to the organization was a major reason our division was so successful, in the words of the CEO ‘the shining star’ of the company. He is a shining star.”

– Former Buyer, Zale Corporation (LinkedIn Recommendation)

“I worked with Michael in a training capacity and quickly witnessed his success in leading and inspiring retail teams to maximize sales, operating efficiencies and bottom-line profit. Michael is a strong leader

with the ability to assess, attract and develop talent.”

– Former Senior Training Specialist, Zale Corporation (LinkedIn Recommendation)

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