Customer Service Store Manager

Kevin Harris

**** ********** **, ****** ***, TX *5068

******************@*****.*** 770-***-****

PROFESSIONAL EXPERIENCE AND ACHIEVEMENTS

RBLS INC - Ashley Furniture DBA Levitz Mattress Company, Frisco, TX 02/2018 – 01/2021

Senior Store Manager/Sales Manager

•Ranked #1 Store in Company Revenue in both Sales and Gross Margin % every year

•Ranked #1 Company-wide Salesman in both Sales and Gross Margin% every year

•Managed lowest employee turnover in the company (2018, 2019)

•Responsible for sales, customer service, customer experience enhancement, escalated store and customer issue resolution, training new employees and store managers, scheduling, LP-Inventory, auditing, merchandising and shipping/receiving

Mattress Firm DBA Sleep Experts, Southlake, TX 05/2009 – 02/2018

Training Store Manager

•Ranked #1 in Company in KPI (8000 Salesmen). Categories included Sales, Margin $,

Margin %, % to Budget, Avg. Tix, Vendor Mix, Add-on % to Sales, Units/Tix,

Customer Survey Scores, Close Ratio (2016)

Ranked #1 in Gross Margin % in DFW (350+ salesmen) (2011, 2013, 2014, 2017)

•Responsible for sales, customer service, customer experience enhancement, escalated store and customer issue resolution, training new employees and store managers, scheduling, LP-Inventory, auditing, pricing, merchandising and shipping/receiving

Colortyme RTO, Carrollton, GA 01/2004 – 05/2009

Area Manager

•Ranked #1 in company controllable profit for 5 consecutive years

•Ranked #1 in company collections for 5 consecutive years

•Increased Sales by 58% YOY (2004)

•Achieved KPI excellence, during every year

•Annual increase in customer experience during the entire tenure

•New store openings and remodeling for 4 stores and new store build outs of 4 stores

•Sales Manager, P&L responsibility for 30+ employees and 5 locations, training, budgeting, store acquisition, accounts payable/receivable, sales, annual and quarterly employee reviews, HR, recruiting/hiring, payroll, collections, legal, customer experience enhancement, merchandising, advertising, inventory management, auditing, relocated stores, scheduling, LP, purchasing, receiving, shipping, facilities maintenance, opened new markets and responsible for a delivery service for 13 trucks

Sports Authority, Atlanta, GA 01/2000 – 12/2003

Operations Manager

•Increased customer service scores by 70% YOY (2001 to 2002).

•Customer service experience increases every year.

•Sales Manager, sales, customer experience enhancement, payroll, KPI ownership, P&L responsibility for 75+ employees, budgeting, auditing, annual/quarterly employee reviews, training, receiving, purchasing, shipping, accounts payable/receivable, inventory replenishment, facilities maintenance, recruiting/hiring/, HR, scheduling, LP, advertising, merchandising, scheduling.

•Continuous KPI excellence with YOY improvement and moved scores from lowest 20% to top 5% in the company in a two-year period

Hollywood Video, Atlanta, GA 04/1996 – 12/1999

District Manager

•Training Store Manager of the Year for 300 stores (1996)

•Zone District Manager of the Year for 36 Districts (1998)

•Regional Store of the Year (1997)

•Hired, trained and maintained a staff of 180+

•Continuous increases in level of customer service experiences, year over year

•New store openings and remodeling for 50+ stores and new store build outs of 25+, company acquisitions

•District Manager for 16 stores. P&L responsibility for 180+ employees, budgeting, opened new markets, sales, collections, customer experience enhancement, KPI ownership, store acquisition, accounts payable/receivable, legal, HR, annual/quarterly employee reviews, receiving, shipping, purchasing, merchandising, advertising, auditing, LP, facilities maintenance, scheduling, recruiting/hiring/terminating, training and payroll

•Attained KPI excellence every year

Blockbuster Video, Atlanta, GA 07/1990 – 04/1996

District Manager

•Ranked #1 in the region of overall store performance ratings for the year (1991)

•Increasing level of Customer Service Experiences every year

•Increased comp sales by 35% YOY (Mature store)

•KPI excellence was achieved every year

•Increase in customer service experience every year

•New store openings, remodels, new store build outs, company acquisitions

•District Manager for 6 stores. sales, customer experience enhancement, training of all employees, P&L responsibility for 75+ employees, accounts payable/receivable, budgeting, payroll, collections, legal, company acquisitions, auditing, recruiting/hiring, annual/quarterly employee reviews, inventory management, scheduling, LP, receiving, shipping, merchandising, purchasing, HR and facilities maintenance

Lake County School Board, FL 03/1988 – 06/1990

High School Teacher/Coach

•Science teacher

•Head coach Varsity Women’s Basketball

•Head coach JV Men’s Baseball

AMC Theaters, Atlanta, GA 06/1986 – 03/1988

Manager

•Customer Service, Scheduling, Cash Handling, Projector Maintenance, Training

•Concessions, Armored Car Deposits, HR, Advertising, Facilities Maintenance.

EDUCATION

Bachelor’s Degree – Major: Education Minors: Science and Coaching

Flagler College – St. Augustine, FL

Assistant Men's Varsity Basketball Coach

Assistant Women's Varsity Softball Coach

Nominated to College Presidential Advisory Committee

SUMMARY OF KEY STRENGTHS

Relationship Building Sales Maximizing Profitability Promoting Employees

Team Development Exceeds Customer Experience Employee Development Employee Training

Key Performance Indicators P&L Management Customer Appreciation Visionary Leader

Metrics Reporting Efficiencies LP/Risk/Inventory Control Very Customer Focused Collections Mgmt. Multi-Unit Management Business Analysis Highly Analytical Financial Analysis

Remote Worker Experience Facilities Maintenance Culture Enhancer Budgeting/Planning

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