Customer Service Store Manager

DANA SELDEN 603-***-**** • adxcgk@r.postjobfree.com • 217 Southwind Dr • Belleville, IL 62221

District Retail General Manager with Expertise in Team Leadership & Change Management

Store Management — Training & Development — Organizational Leadership

Highly accomplished and talented professional with 19 years’ experience in retail management. Proven ability in building, leading, and empowering high-performing teams and developing staff for advancement. Expertise in ensuring high levels of customer service, achieving exceptional shrink results, and improving store operations. Persuasive communicator and successful manager with strong problem resolution skills and business acumen.

Professional Experience

Restaurant Depot, Manchester Ave, Mo

Branch Manager 2021-CURRENT

All store operations

P&L Responsibility

HACCP Certified

All day to day Responsibility

District captain score card Metrics

2nd Highest customer satisfaction score in Region

Lowes Home improvement, South Loughborough, Mo

Store Manager 2020-2021

Payroll

Store scheduling

Forecasting Sales

Budgets

Hiring, termination, promotions

Extensive P&L experience

Highest volume store in district

Exceptional KPI Knowledge

Multi-unit experience

Party City, Ferguson, Mo

Store Manager 2019-2020

Training store

Payroll

Schedule

Budget and Forecasting sales

Double digit increases #1 in district of 25 stores

Teach P&L classes for district ( Controllables and non Controllables)

Servent Leadership training for district

Lowest Shrink in district .90%

Highest promotions to leadership roles.

Multi-unit experience

Exceptional Customers

Highest Csat Scores in district

Waffle House, Granite City, IL

Unit General Manager, 2018-2019

Training new unit managers

Training Store

Setting up and running hiring events

Best payroll percentage in the division 2018

Teach P&L meetings every quarter

Exceptional customer service

Ranked 3rd in people quota in the company 2018

Lowest food cost in the division

Floating unit manager

Teach PRC classes for the division

Save-A-Lot, St. Louis, Mo

General Store Manager 2017-2018

Shrink control

Forecasting sales

Store audits

Exceptional customer service

Train leaders

Training store manager

P&L management

Lowest shrink score .64

Multi-unit store manager

LensCrafters, St. Louis, Mo

Store Manager, 2012-2016

Retail Manager, 2011-2012, Salem, NH

Managed store operations encompassing Sales Plan, Patient Retention, Team building, Customer Service Focus, Payroll Processing, Staff Scheduling, Recruiting, Lab and Retail Operations, Coaching and Developing. Proven to be Results Driven, and Self-Motivated.

Achieved following Results:

Results-delivered in the top of the region and company. 11/12 months made plan 2013.

Won numerous contest throughout the region and company 2013-2014 by creating a team culture among peers.

Help support two different stores while maintaining results in my store by creating an open door communication process.

Development of a team that was able to grow in the optical industry raising the standards of exceeding customer service expectations.

Built a strong relationship with my Doctor to deliver results in patient retention and eye exam growth by conducting weekly brainstorming sessions on how to improve our services.

Highest percent in conversion in the region 11.0% 2013.

Earn an outstanding reputation for serving all customers with high levels of respect, trust and integrity.

Presidents Club winner 2013 through 2015.

Two year’s in field project manager role.

Multi-unit experience.

Lowe’s Companies, Inc., Worcester, Ma

Operations Manager 2008-2011

Specifically hired to assist management in opening 2 new stores in Lowell, MA and Hooksett, NH on time and under budget. Managed store operations encompassing Budget Forecasting, Payroll Processing, Staff Scheduling, and Inventory Shrink. Supervised and directed approximately 83 employees, monitoring and evaluating performance. Addressed staff concerns and resolved problems within workplace.

Achieved following rankings:

#2 customer focused store in Lowell, MA in 2010.

#1 customer focused store in Hooksett, NH in 2009

Reduced inventory shrink from .95 to .85 within one year by conducting daily cycle counts while monitoring backroom flow procedures.

Successfully achieved and maintained best shrink results of .71 at Hooksett location in 2009 by conducting daily cycle while monitoring backroom flow procedures.

Received OSR score of 99 at Lowell location in 2010, earning best score in region by working as a team to ensure weekly safety procedures are being done.

Maintained 7 out of 10 under payroll by being diligent in monitoring employee hours.

Earned outstanding reputation for serving all customers with high levels of respect, trust, and integrity.

JCPENNY, Nashua, Nh

Operations Manager 2006-2008

Served as second-in-command within store, providing operational leadership and direction. Oversaw up to 62 employees and developed an exceptional track record of Training, Developing, and Mentoring Staff for Advancement. Key player in creating Employee Schedules, Processing Payroll, assisting with Sales Floor Tours, and preparing and monitoring Forecasts and Sales Budgets.

●Recognized as best budgeting store in district in 2008 by ensuring the best employees were on hand at the proper times.

●Planned and implemented new backroom unloading process, saving time and improving efficiency.

●Successfully enhanced store operations by changing key holders and improved apprehension rate by collaborating with loss prevention.

●Over seen two locations with multi-unit experience.

WAL-MART, Derry, Nh

Assistant Store Manager 2000-2006

Department Manager, 1999-2000

Promoted to Assistant Store Manager based on high levels of performance and proven abilities in Teambuilding, Merchandising, and Process Improvement. Managed and provided leadership for retail operations including Inventory Control, Hiring, Performance Management, and Scheduling. Oversaw department managers and coached team members.

●Aided in improving inventory score from 1.25 to .85

●Received Employee of the Year Award in 2004 and 2005

●Served as District Trainer, motivating and developing employees while emphasizing importance of providing exceptional customer service

●Assisted with the opening of 2 Supercenter locations in Salem and Concord New Hampshire

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