Customer Service Assistant Manager

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DEBRA CULVER

Phone: 865-***-****

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

**** ****** **** **.

Sevierville, TN 37862

Multi-Unit Retail Operational Senior Lead – 5+Years’ Experience Professional with extensive experience in operations management, employee relations, strategic planning, and people management. Proven track record with managing multiple retail locations while leading teams and supporting an organization’s overall success. Provides exceptional skills in training and development, P&L management, and several years of customer service. Identifies opportunities for advancing business objectives while implementing practices for process of improvement. A leader who thrives in a fast-paced environment delivering both forward-thinking and professionalism. CORE COMPETENCIES

Multi-Unit Retail Management P&L Management Employee Relations Training & Development Strategic Planning Customer Service Guest & Employee Relations

PROFESSIONAL EXPERIENCE

McAlister's Deli - Pigeon Forge, TN

General Manager 2019 - Present

General Manager, responsible for overseeing all employees, inventory, schedules, health inspections, and cash deposits. Hiring and terminations for employees. Handling guest complaints. Created business opportunities for McAlister's in the area of increased sales through relationships with large and small businesses.

• P&L Reports

• Cost of goods

• Employee Evaluations

• POS system

• Decisions Logic

• Payroll

• Ordering All product

• Working with all inbound invoices

2

Herschend Family Entertainment, Dollywood – Pigeon Forge, TN Senior Team Lead / Team Lead (Retail Operations Management) 2010 - 2019 Provides leadership as Senior Team Lead responsible for overseeing daily operations of six retail store locations with $3.5M in annual gross sales and 20-30 employees. Developed and implemented high-impact operations management strategies to ensure corporate standards were maintained and monthly, quarterly, and annual targets were achieved.

● Developed staffing and enforced department daily cash handling and inventory control policies and processes

● Assisted in hiring, training, professional development, coaching, and evaluation of employees and lead associates

● Controlled expenses in inventory, shrink, freight, discounts, displays, functional supplies, and office supplies

● Maintain responsibility for supervising workers’ comp-medical, employee payroll processing, and seasonal labor

● Encourages positive work environment that supports Dollywood’s culture, including vision, mission and core values.

● Collaborates cross-functionally to ensure daily operations aligned with the organization’s overall objectives

● Monitors overall operations to drive attainment of sales goals and maintain compliance with corporate guidelines

Kmart Bryan, OH 2008-2009

Served as a front end Supervisor, responsible for overseeing employees on the cash registers, handling guest returns, western union and ladies retail. Maintained employee schedules and labor. Trained and developed employees on registers.

● Developed staffing and enforced department daily cash handling and inventory control policies and processes

● Assisted with cash handling and loss prevention methods.

● Encourage positive work environment to support Kmart’s culture.

● Maintained stock in the ladies department and made floor moves when needed. Dominos Pizza Defiance, OH 1996-2008

Served as an Assistant Manager, responsible for overseeing all employees, inventory, schedules, health inspections, and cash deposits. Assisted with hiring and terminations for employees. Handled guest complaints and bad checks. Created business opportunities for the company (such as gaining new customers with large accounts). 3

● Supervised 10-20 full and part-time employees with the focus on developing high- performing employees in a high-pace environment.

● Managed inventory and ordering process.

● Partnered with owner to best direct marketing procedures.

● Help grow company into a $1m franchise.

TECHNICAL SKILL

● Decision Logic

● Aloha

● Pronto POS

● Humanity (scheduling)

● Micros

● Omni

● Micro-soft

● Excel

● Time force

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