Customer Service Store Manager

Brittany Lewis

404-***-**** ***********@*****.*** LinkedIn: https://www.linkedin.com/in/brittany-lewis-3000

REGIONAL LOSS PREVENTION MANAGER

Revenue Enhancement Skilled Investigator Management and Training Experience

Seasoned loss prevention, management, and training professional. Awareness and implementation of best practices related to the utilization of physical security systems, investigation techniques, effective oversight of inventory management, and loss prevention at the retail store and distribution center level. Keen ability to read people and situations to anticipate potential loss and risk of loss events. Natural instincts and curiosity, coupled with critical thinking and tenacity, support thoroughness in conducting investigations and delivering results. Talented trainer and manager with demonstrated ability to optimize team morale and performance through group and individual training sessions emphasizing employee engagement and transparent goal-setting. Background of 10+ years in coaching and mentoring small staffs as well as two years of practice facilitating the training of over 300 employees. Paves numerous individual career development paths Excels at building a customer-focused mindset among associates while minimizing operational costs and delivering sales increases of up to 25%.

Core Knowledge & Skills

Problem Solving Loss Prevention Methodologies Inventory Control Management Networking Profit & Loss Scheduling Management & Leadership Information Systems Management Personnel Training & Development Customer Service Underperformance Coaching Management Training Programs

Resource Allocation Employee Retention Strategies Reporting Sales Management Industry Networking

Key Qualifications

Loss Prevention: Launched successful Loss Prevention Training Program resulting in a 100% increase in managerial awareness of Loss Prevention audit expectations and companywide adoption of Program.

Investigation: Over a decade of experience conducting, leading, and delivering results regarding investigations of Theft, Loss, Shrinkage, and Workplace Incidents.

PROFESSIONAL EXPERIENCE & CONTRIBUTIONS

AUTOZONE Atlanta, GA 2019-Current

Retail Store Manager (2019-Current)

Retail Store Manager due to work ethic, revenue enhancements, and demonstrated turnaround management across three locations. Oversaw $3M building, inventory, and assets.

Drove insightful customer relations methodology with a low 4% discount rate by fostering rapport with customers and clarifying service value. Consistently earned a 4-plus stars rating in customer satisfaction.

Performed hiring and training as well as individual grooming for direct reports.

Provided management training to other managers related to business volume, financial planning, overtime planning, differential pay, and overall expertise in Profit & Loss statement breakdown.

Regularly exceeded Controllable Income goals and Customer Service Excellence Index score targets.

Cultivated positive working environment and open pipeline of communication between Human Resources, District Managers, Regional Managers.

Loss Prevention: Fulfilled below a 1% shrink rate through proper inventory matrix and manager’s next day review.

PROFESSIONAL EXPERIENCE & CONTRIBUTIONS CONTINUED

LUXOTTICA RETAIL McDonough, GA 2017-2019

Assistant Supervisor Inventory Control (2017-2019)

Supervise a team of 35 associates across three buildings to ensure they are maintaining Cycle Count Compliance on a monthly and quarterly basis.

Investigate and resolve as needed, issues regarding availability of product for replenishments. This includes locking/unlocking locations to make sure the brand uses processes already defined.

Work closely with Receiving, Shipping, Outbound, Military, and Exports daily to ensure that Inventory is accurately being reported and all processes are being completed in each department.

Monitor accuracy and aging reports to make recommendations to facility managers to approve accuracy/compliance.

Constantly monitoring and being aware of areas where there are challenges to Inventory Accuracy and or Compliance Issues.

Achieved a consistent 98.5% Net Dollar Accuracy on location-based Cycle Counts each quarter.

Closely monitored each employee’s performance to ensure individual needs and learning styles were met, resulting in tailored career development for high-performing employees.

Partnered with Asset Protection to identify areas of opportunity for reduction of shrink.

NATIONAL TIRE & BATTERY (TBC CORPORATION) Atlanta, GA 2011-2015

District Trainer (2014-2015)

Promoted from Retail Store Manager to District Trainer in recognition of excellent staff development skills, leadership, and keen understanding of company vision, operations, and customer base.

Directed group and individual training across 33 locations for a total of 300+ personnel, including performance optimization, new-hire training, compliance with training requirements, and associate training scheduling.

Facilitated daily four- to eight-hour training sessions to foster empowered, skilled associate teams using active learning classroom model, multimedia presentations, and various engagement strategies.

Achieved a 95% success rate for assessment of new managers in the Manager-In-Training Program. Identified roughly 5% as unprepared and made recommendations to District Managers.

Closely monitored each employee’s performance to ensure individual needs and learning styles were met, resulting in tailored career development for high-performing employees.

Spearheaded Loss Prevention Training Program in collaboration with Loss Prevention Auditor to improve store manager knowledge of audits, EPA, and OSHA. The program was adopted as mandatory training due to success.

Retail Store Manager (2012-2014)

Promoted from Service Manager to Retail Store Manager due to work ethic, revenue enhancements, and demonstrated turnaround management across three locations. Oversaw $3M building, inventory, and assets.

Drove insightful customer relations methodology with a low 6% discount rate by fostering rapport with customers and clarifying value of service. Consistently earned 100% customer satisfaction.

Performed hiring and training as well as individual grooming for 11 direct reports.

Provided management training to other managers related to volume of business, financial planning, overtime planning, differential pay, and overall expertise in Profit & Loss statement breakdown.

oImplementation of payroll strategy resulted in 65% of stores staying below 22.8% for payroll.

oSelected to lead a group of 7-17 Store Managers in reporting to District Manager.

PROFESSIONAL EXPERIENCE & CONTRIBUTIONS CONTINUED

oRegularly exceeded Controllable Income goals and Customer Service Excellence Index score targets.

Cultivated positive working environment and open pipeline of communication between Human Resources, District Managers, Regional Managers, and Divisional Vice Presidents to surge store sales.

Loss Prevention: Fulfilled zero variance upon leaving Store Manager role through careful inventory oversight.

Service Manager (2011-2012)

Supervised 11 service department technicians and provided turnaround management across three locations.

Independently researched and built a broad knowledge base of company philosophy, operations, and market.

Established steadfast adherence to company policies, including customer service protocols.

Played a key role in inventory management, accounting, asset protection, and general store operations.

FIRESTONE COMPLETE AUTO CARE Atlanta, GA 2008-2011

Service Manager (2009-2011)

Promoted from Manager of Tire Sales due to expertise in market landscape, client relations, and sales record.

Managed 10 service personnel as the highest point of escalation for tire sales, ticket corrections, and part orders—while establishing customer service protocols and improving overall morale through motivational leadership.

Identified promotion potential in three technicians and provided tailored training to streamline advancement.

Manager of Tire Sales (2008-2009)

Rapidly promoted to Manager role due to successful optimization of inventory control in Customer Service position. Demonstrated aptitude for resource allocation, customer needs, and sales opportunity recognition.

Drove 25% surge in sales by developing and maintaining key relationships with national fleet dealers.

Consistently met and often exceeded monthly tire sales goals by focusing on the Atlanta market's customer base. Fostered long-term loyalty and customer retention mindset in staff.

Previously excelled as Customer Service Specialist for Pep Boys Auto Center (2005-2008).

EDUCATION & CERTIFICATIONS

Associate of Arts Equivalent Degree in Political Science, CLARK ATLANTA UNIVERSITY, Atlanta, GA, 2008

Certifications:

Tire Industry Association Certification

Automotive Service of Excellence Certification

Certified Big Joe Operator

Certified WAV Operator

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