Customer Service General Manager

Wheaton, United States ***** 317-***-**** *******@*****.***

DANIEL R WARD

Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths.

Currently located in Chicago metro area but open and willing to relocation. PROFESSIONAL

SUMMARY

SKILLS ● Multi-Unit Management

● Advertising/Marketing

Staffing, Recruiting,

Training/Employment

Development

●

Warehouse Staffing and

Management

●

● Buying/Purchasing

Human Resources/Conflict

Resolution

●

Visual Presentation and

Merchandising/Store Set

Up

●

● P/L & Budgeting

● Problem Solving

● Business Leadership

● Originality and Creativity

● Department Oversight

● Sales Promotion

● Management Training

Policy Development and

Enforcement

●

Advertising Campaign

Development

●

● Program Development

● Maximizing Profitability

● Supervision and Training

Special Promotions

Planning

●

● Supervision and Training

● Product Transportation

Special Promotions

Planning

●

Credit Terms

Determination

●

Inventory Tracking and

Management

●

● Layout Planning

● Facility Renovation

● Business Forecasting

● Needs Assessment

● Business Forecasting

Payroll Administration and

Timekeeping

●

● Morale Improvements

● Price Structuring

● Guest Satisfaction

● Supervision and Training

● Product Transportation

Special Promotions

Planning

●

Credit Terms

Determination

●

● Business Forecasting

Inventory Tracking and

Management

●

● Needs Assessment

● Layout Planning

● POS Terminal Operations

Interviewing and

Prescreening

●

● Facility Renovation

Payroll Administration and

Timekeeping

●

● Morale Improvements

● Price Structuring

● Cash Register Operations

● Profit and Loss

● Money Handling

● Guest Satisfaction

MID CENTRAL GENERAL MANAGER 12/2018 to 04/2022

Scandinavian Designs Furniture, Lombard, IL

WORK HISTORY

● Managed company corporate stores in Illinois, Minnesota and South Dakota.

● Growing sales in fiscal 2022 to over $22 million, sales increase of 15 to 47% per location. Developed and maintained relationships with customers and suppliers through account development.

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GENERAL MANAGER, FLORENCE 09/2016 to 11/2018

Morris Home/Ashley HomeStore, Florence, KY

GENERAL MANAGER/DIRECTOR OF STORES 05/2013 to 04/2016 LDB Inc, Dba Ashley HomeStores, Newark, DE

Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures and technology systems.

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Creating and facilitating first customer service training program for company with step-by-step guide and workbook.

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Managed budget implementations, employee reviews, training, schedules and contract negotiations.

●

● Implemented operational strategies and effectively built customer and employee loyalty. Organized budgets oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans.

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Reduced costs, managed delivery schedules and performed risk analysis to improve overall profitability.

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Drove year-over-year business growth while leading operations, strategic vision and long-range planning.

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Assessed reports to evaluate performance, develop targeted improvements and implement changes.

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● Enhanced operational efficiency and productivity by managing budgets, accounts and costs. Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency

●

Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.

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Designed modern employee recognition program which boosted productivity and improved morale.

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● Managed companies Ashley HomeStore and Morris Home in Florence KY. Managed budget implementations, employee reviews, training, schedules and contract negotiations.

●

Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures and technology systems.

●

● Implemented operational strategies and effectively built customer and employee loyalty. Reduced costs, managed delivery schedules and performed risk analysis to improve overall profitability.

●

Drove year-over-year business growth of 15% while leading operations, strategic vision and long-range planning.

●

● Set, enforced and optimized internal policies to maintain responsiveness to demands.

● Reduced corporate risk by managing shrink processes and controlling inventory levels. Designed modern employee recognition program which boosted productivity and improved morale.

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Oversaw company's 5 retail locations and regional distribution center in Elkton, MD and Wilmington, Bear, Newark and Dover DE.

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Improved operational planning and business frameworks to enhance resource utilization and reduce waste.

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Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.

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Worked directly with Ashley HomeStores leadership to improve operations of local business in areas of customer service, visual presentation, business growth, and market share growth.

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SALES MANAGER OF STORES 07/2011 to 03/2013

Scholet Furniture, Oneonta, NY

Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.

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Building and expanding company delivery and warehouse operations to ensure smooth operations and increased productivity and reduced cost.

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Creating, building and implementing companywide room package program to build sales ticket and show increased value to our customers.

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Coordinated company visual presentation direction including being primary buyer of goods and accessories.

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● Overseeing companies 4 locations in Oneota, Noblesville and Cobleskill, NY

● Managed inventory control, cash control and store opening and closing procedures. Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.

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● Completed point of sale opening and closing procedures. Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.

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Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.

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Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.

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● Supervised guests at front counter, answering questions regarding products.

● Coached sales associates on product knowledge by using wide variety of training tools. Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.

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Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.

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Reviewed performance data to monitor and measure productivity, goal progress and activity levels.

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● Set, enforced and optimized internal policies to maintain responsiveness to demands. Bolstered sales volume by implementing incentive program and initiating advanced employee training.

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Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.

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Kentucky Christian University, Grayson, KY, United States Bachelor of Arts, Business Administration/Theology, 05/1991 Ozark Christian College, Joplin, MO

Associate of Arts, Pastoral Counseling, 05/1993

EDUCATION

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