Customer Service Operations Manager

Michael Snapp 214-***-****

LinkedIn Profile *********@***.***

Inventory analysis and allocation

A proven operations leader who offers a track record of accomplishment in improving top- and bottom-lines across multiple locations by hiring, training, mentoring, and managing teams in executing winning sales strategies, providing exceptional customer service, controlling costs, and meeting high quality standards.

Demonstrates skill in defining objectives and leading teams to deliver on or exceed financial and operational goals. Excels in training management-level employees, developing solid succession plans, and implementing employee engagement strategies to promote consistency in service and minimize turnover/training costs.

Areas of Expertise

P&L Management Payroll Controls Project Management Sales Growth

Risk Management Purchasing Process Improvement Communications

Strategic Planning Cost Controls Training & Development Customer Service

Human Resources Merchandising Operations Management Inventory Control

Select Career Highlights

Worked with SVP in associate processing, training completion and territory assignments. To achieve proper staffing across the country.

Headed a Texas district with 24 locations for Family Dollar Corp, capturing more than $45M total annual sales volume while managing and controlling a $4M payroll budget; hired, trained, and mentored strong store managers throughout all locations.

Improved district sales up to 11.5% year-over-year and increased profit margins between 15% and 35% at each location by implementing strong marketing, sales, and cost control strategies.

Mentored Family Dollar Corp. store managers and assistant store managers in controlling costs at 24 sites, from controlling payroll expenses to minimizing waste and optimizing stock levels.

Managed five Kmart stores in Texas during tenure, including opening a new location, overseeing the store with the second highest sales volume in the state, and turning around an operation designated for closure by improving from negative $200K to positive $300K in annual profit/EBITA.

Professional Overview

Driveline retail Services - remote 2020-2023

Regional Execution Specialist

worked as support liason for SVP, RVP, and Regional Managers across the country.

Family Dollar Corp. – Charlotte, NC 2002-2018

Area Operations Manager

Managed a high risk, high volume district in South Dallas, leading the region in terms of sales volume.

Served as Corporate District Manager Trainer, developing multiple store managers to promote store success; earned multiple awards for sales, profit, and turnover achievements.

Increased sales year-over-year by as much as 11.5% and captured 15% to 35% margin gains.

Area Operations Manager Continued…

Hired, trained, mentored, and managed large teams, overseeing employee development while building a strong organizational succession plan for leadership roles.

Lowered overall turnover in order to control training costs and mentored store managers in identifying cost saving measures to implement in their stores, including cutting utility and supply expenses.

Managed and/or supported a range of projects, from major remodeling and relocation of retail establishments to reorganization of merchandise flow, to optimizing sales and reduce expenses.

Completed projects to maximize scheduling, workflow, resource management, and risk mitigation.

Directed day to day functions for multiple locations while meeting goals for $45M sales volume, astutely managing $4M payroll budget, and driving cost controls across all operational categories.

Planned, implemented, trained staff, and drove compliance to corporate polices, procedures, and best practices while working to consistently increase productivity and profitability throughout the district.

Provided highly effective inventory management leadership across hundreds of SKUs.

Kmart Corp. – Troy, MI 1987-2002

Store Manager

Managed five stores throughout Texas during tenure, including opening a new location.

Directed up to 160 employees (including seasonal staff) and administered P&L on $28.5M revenue.

Led the Plano store to capture the second highest sale volume in the state.

Turned around operation designated for closure, reversing a $200K annual loss to achieve $300K profit.

Drove strong inventory control and management across a range of retail categories, working to minimize loss, waste, and theft throughout each store.

Optimized merchandising and store layout and oversaw seasonal shifts and inventory changeouts.

Oversaw effective implementation of sales, markdown, and promotional campaigns.

Education

Business Program Courses – New Mexico State University

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