Customer Service Store Manager
Resume:
Robert J. “RJ” Netz
Fairmont, WV 304-***-**** ******@***.***
Sales and Retail Leadership
Army veteran with twenty-five years of career excellence managing retail establishments. Customer-centric and growth-focused professional with proven ability to drive performance and manage large-scale teams. Meticulous individual with hands-on experience in overseeing all organizational operations, like hiring, training, and budgeting, and driving growth within the industry. Recognized as the fourth highest leader for consistently meeting or exceeding company and personal sales goals in a fiscal year. People-first professional with multifaceted experience delivering optimal customer service and achieving maximum satisfaction rate. Prudent in planning and executing lucrative programs to optimize revenue and generate unprecedented profitability. Strategic leadership style with proven success directing and influencing teams and staff to drive optimal levels of performance.
Core Competencies
Sales Management Customer Satisfaction & Relations Vendor Relationship Management
Inventory Management Revenue & Budget Management Team Leadership & Development
Operational Excellence Security & Safety Protocols Market & Trend Analysis
Professional Experience
Store Manager – Bridgeport, WV
Monro Muffler and Brake November 2022 – current
Led all aspects of everyday store and shop operations including the efficient, productive, and safe operation of service bays. Ensured sales goals are achieved by assisting in the development and implementation of sales plans, thorough knowledge of Lube and Tire services and other products of the automotive industry. Introduced tire and service products to guest in efforts to maximize sales and guest satisfaction and loyalty. Supported teammates in establishing and maintaining productive sales environment by training and developing teammates on all shop operations and guest services. Ensured store is effectively staffed by managing the recruiting, hiring, training, scheduling, evaluating, discipline and development of employees. Ensured expense control through management of payroll dollars, store maintenance and repairs, supplies, utilities, and other controllable expenses.
District Manager – Ohio, Pennsylvania, and West Virginia Region
Monro Muffler and Brake December 2017– November 2022
Responsible for the everyday sales, operations, staffing, and financial performance of 9-16 store locations. Developed and delivered efficient onboarding training programs new employees, while managing a 70-member team. Collaborated with store managers to set annual and quarterly goals, including sales estimates and revenue projections. Ensured that stores adhere to company and industry regulations, and customer service levels are consistent across the region. Liaised with other district mangers to monitor customer trends and company image. Maintained competitive edge through market research and price integrity.
●Increased annual sales and profits by $500k in a fiscal year
●Developed and managed a $10m annual budget
Store Manager – Bridgeport, WV April 2015 – December 2017
National Tire and Battery
Led all aspects of everyday store and shop operations including the efficient, productive, and safe operation of service bays. Ensured sales goals are achieved by assisting in the development and implementation of sales plans, thorough knowledge of Lube and Tire services and other products of the automotive industry. Introduced tire and service products to guest in efforts to maximize sales and guest satisfaction and loyalty. Supported teammates in establishing and maintaining productive sales environment by training and developing teammates on all shop operations and guest services. Ensured store is effectively staffed by managing the recruiting, hiring, training, scheduling, evaluating, discipline and development of employees. Ensured expense control through management of payroll dollars, store maintenance and repairs, supplies, utilities, and other controllable expenses.
District Manager – Ohio, Pennsylvania, and West Virginia Region
Monro Muffler and Brake December 2011– April 2015
Responsible for the everyday sales, operations, staffing, and financial performance of 9-16 store locations. Developed and delivered efficient onboarding training programs new employees, while managing a 70-member team. Collaborated with store managers to set annual and quarterly goals, including sales estimates and revenue projections. Ensured that stores adhere to company and industry regulations, and customer service levels are consistent across the region. Liaised with other district mangers to monitor customer trends and company image. Maintained competitive edge through market research and price integrity.
●Increased annual sales and profits by $500k in a fiscal year
●Developed and managed a $10m annual budget
Store Manager – Bridgeport, WV
Monro Muffler and Brake April 2007- December 2011
Led all aspects of everyday store and shop operations including the efficient, productive, and safe operation of service bays. Ensured sales goals are achieved by assisting in the development and implementation of sales plans, thorough knowledge of Lube and Tire services and other products of the automotive industry. Introduced tire and service products to guest in efforts to maximize sales and guest satisfaction and loyalty. Supported teammates in establishing and maintaining productive sales environment by training and developing teammates on all shop operations and guest services. Ensured store is effectively staffed by managing the recruiting, hiring, training, scheduling, evaluating, discipline and development of employees. Ensured expense control through management of payroll dollars, store maintenance and repairs, supplies, utilities, and other controllable expenses.
●2 time President’s Challenge winner, Top 100 performing stores
●Doubled stores total revenue and guest count in first two years.
Additional Experience
Security Officer, NASA IV & V Facility – Fairmont, WV (1994 - 2006)
Counselor, WV Department of Corrections – Huttonsville, WV (1993 - 1994)
Protective Service Agent, United States Army – Darmstadt, Germany (1985 - 1989)
Education
Bachelor of Science in Criminal Justice Minor in Political Science
Fairmont State College – Fairmont, WV
Professional Reference
John Casterline, Store Field Operations Specialist
Monro Inc
Jon Jones
District Manager
Monro Inc
James Parker
General Sales Manager
Mark Porter Chevrolet
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