Customer Service Sales Director

ALEX HERNANDEZ

***** ******* ******* ***** #*** • Tampa, FL 33615 • 972-***-**** • ********@*****.*** VICE PRESIDENT

Top-producing, multifaceted business leader who maintains high levels of customer and employee satisfaction, while exceeding company financial goals through solid, focused, professional leadership. MANAGEMENT EXPERIENCE

Greenbrier Senior Living, Vestavia, AL 10/2020 - Present Executive Director – Responsible for leading the day-to-day operations of the community (Independent, Assisted and Memory), including full profit and loss responsibility and serving as the community sales leader. Plan, implement, and evaluate all aspects of operations. Recruit and train team members. Direct supervisory responsibility of team members to create and maintain a highly-functioning team environment, maintain high customer satisfaction and ensure a quality oriented workforce. Comply with all local, state and federal regulations, and focus on creating a safe work and living environment.

● Management – Manage directors and staff to ensure each department is running smoothly, effectively and profitably. Develop and implement successful strategies regarding labor, occupancy growth, revenue growth, expense control and quality of services, and review and redirect activity if necessary.

● Sales - Partner with Sales Director to assess competitive threats, sales plan and engage in business to business sales calls. Establish networks and resources for resident referrals.

● Financial – Assist in development of operations budget and capital requirements, including forecasting and approving all expenses. Meet financial management requirements for the community.

● Staff Development – Responsible for interviewing, hiring, training, supervising and evaluating of staff. Atria Senior Living, Louisville, KY 8/2018 – 9/2020 Executive Director – Responsible for leading the day-to-day operations of the community, including full profit and loss responsibility and serving as the community sales leader. Plan, implement, and evaluate all aspects of operations. Recruit and train team members. Direct supervisory responsibility of team members to create and maintain a highly-functioning team environment, maintain high customer satisfaction and ensure a quality oriented workforce. Comply with all local, state and federal regulations, and focus on creating a safe work and living environment.

● Management – Manage directors and staff to ensure each department is running smoothly, effectively and profitably. Develop and implement successful strategies regarding labor, occupancy growth, revenue growth, expense control and quality of services, and review and redirect activity if necessary.

● Sales - Partner with Sales Director to assess competitive threats, sales plan and engage in business to business sales calls. Establish networks and resources for resident referrals.

● Financial – Assist in development of operations budget and capital requirements, including forecasting and approving all expenses. Meet financial management requirements for the community.

● Staff Development – Responsible for interviewing, hiring, training, supervising and evaluating of staff. JACKSON POTTERY LTD, Dallas, TX, 12/2016 – 01/2018 Senior Vice President – Sales – Hired to oversee inside and outside sales representatives, increase sales, train and hire sales staff, manage all aspects of trade shows throughout the United States

● Management – Manage inside and outside sales representatives covering the United States and International markets. Implemented new commission structure for inside sales representatives (pay for play) ● Revenue Increase – Increase sales volume of each sales representative and at each trade show ● Operations Oversight – Evaluate sales operations and execute improvements including forecasting, P&L, budgeting shrink control, customer service and distribution to customers.

ALEX HERNANDEZ PAGE TWO

HOLIDAY RETIREMENT, INDEPENDENT SENIOR LIVING, Dallas, TX, 4/2010 – 09/2016 Regional Director Sales and Operations - Promoted through the ranks of General Sales Manager, Area Sales Leader, and currently Regional Sales and Operations Manager for Multi-States, with responsibilities of marketing, training, as well as all activities and efforts that result in meeting or exceeding established occupancy levels in assigned retirement communities.

● Territory Management: Independent Retirement Communities, 12 Communities in Texas and Oklahoma. ● Revenue Increase: Ignited individual community sales volume leading to record-setting revenue. ● Operations Oversight: Evaluated all department operations and executed improvements across the board, including buying, merchandising, forecasting, P&L, budgeting, shrink control, customer service, and quality control AWH ENTERPRISES, INC., Dallas, TX, 2/2004 – 03/2010 President/CEO – Founded restaurant (dba Sugar Baby’s Barbeque) and grew the corporation to four locations (Dallas, Frisco, Lewisville, and Allen) with over 3 million in annual sales. Learned a great deal of invaluable knowledge through the economic and financial crises.

• Business Establishment: Managed all startup activities including business plan, market research, trademark, restaurant layout, menu, advertising, and company jingle.

• Recognition: Top Restaurant, Denton & Dallas County, 2005 – 2008, Latino Business Magazine “Entrepreneur on the Move,” 2007, and Cooking Network, 2005 – 2008.

• Staff Development: Built staff to 75 employees with retention that surpassed industry average by 60%.

• Client Growth: Earned loyal following including catering for the Dallas Cowboys and ESPN. JC PENNEY, Plano, TX, 8/2000 – 1/2004

Regional Operations and Sales Director – Hired to totally revamp Fine Jewelry category; built on that success by overhauling Family Footwear department, achieving double-digit sales growth for both.

• Territory Management: Directed jewelry and footwear operations at 518 stores in 26 states. • Staff Supervision: Personally managed 12 field managers with 35-50 stores each and 4,500+ total employees. • Recognition: Earned membership in prestigious President’s Club, 2003. Overall Territory Management

• Operations Oversight: Evaluated all department operations and executed improvements across the board, including buying, merchandising, forecasting, P&L, budgeting, shrink control, marketing, customer service, and quality control. • Training & Development: Conducted weekly training sessions via Corporate Studios to 1,000+ locations. • Payroll Enhancements: Established a pay-for-play, tiered commission structure that rewarded up-selling and encouraged relationship building with repeat, loyal customers.

• Quality Control: Held weekly management simulcasts at store-level JCP studios covering the company’s direction and vision, selling tools, customer service initiatives, and status of projects and promotions.

• Code of Conduct: Implemented a set of standards that exceeded customer loyalty and expectations. ZALE CORPORATION, Irving, TX, 4/1994 – 7/2000

North Carolina (2/1999 – 7/2000); South Carolina (1/1997 – 2/1999); Kentucky & Indiana (5/1995- 1/1997); Utah, Wyoming & South Dakota (4/1994-5/1995)

Regional Manager – Handpicked to relocate to troubled markets with underperforming stores; turned around each 12-store region, achieving Top Regional Manager in all four assignments.

• Recognition: Earned numerous honors, each for multiple years, including Regional Manager of the Year, Top Regional Manager, Regional Manager Top Performer Special Events, and Top Regional P & L Performance.

• Sales Volume & Ranking Increase: Raised national ranking in each market with significant revenue growth. Increased average ticket sales, special events, as well as, extended warranty sales.

• Operations Improvements: Decreased shrinkage in each market to .5% or lower and reduced staff turnover more than 70%.

• Staff Development: Trained and Promoted Store Managers to Regional Manager positions.

• Training: Focused training on advanced selling skills and became Regional Manager Trainer. Also, implemented role-playing techniques that led to 250% increase in special event sales. ALEX HERNANDEZ PAGE THREE

EDUCATION

Hamilton College

Master of Business Administration (MBA)

University of North Carolina - Pembroke

Bachelor of Science (BS) in Business Management

Community College of the Air Force

Associates of Applied Science (AAS) Transportation Management Professional Development

Managing and Training People ~ Retail Management Series III ~ Managing Managers the Next Generation Assisted Living Administrator Certification

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