Customer Service Human Resources

Eric R. Upshaw

McDonough, GA • ********@****.*** • 334-***-****

OPERATIONS MANAGEMENT TRAILBLAZER WITH A TRACK RECORD IN INCREASING REVENUE Award-Winning General Manager and Food Beverage Leader qualified with 30+ years of experience creating growth and revenue-driving solutions in multiple industries. Expert at optimizing turn-around management solutions that rapidly improve profits, customer retention, and satisfaction.

FORTUNE 500 LEADERSHIP: Recognized for the success of multiple Kroger store units. Constructed a strategic plan that outperformed revenue, shrink, and retention metrics.

OPERATIONS MANAGEMENT: Visionary leader that leverages in-depth knowledge of the marketplace and the competitor landscape to increase revenue significantly. Delivered industry-leading retention results during Covid-19.

FINANCIAL MANAGEMENT: Instrumental in managing over $128M in YOY sales. Possesses the ability to accurately forecast revenue and motivate teams of 300+ to achieve bottom-line results.

BIG BOX OPERATIONS EXPERT: Designs operational systems and implements best practice processes that save time/money, reduce waste, align output with core values, increase executive-level confidence, and improve performance.

FOOD & BEVERAGE KNOWLEDGE: Skilled in all aspects of operations, including product knowledge, inventory management, KPIs, vendor relationships, customer acquisition, and profit and loss tracking. CORE COMPETENCIES

• Sales Execution

• OSHA and Regulatory C

• KPI/Continuous Improvement

• Budgets and Allocation

• Forecasting/Demand Planning

• Online Catalog Management

• Inventory Management

• Data Analytics

• Forecasting/Trending

• Community Relationships

• P&L/Balance Sheet

• Training/Mentoring

• Human Resources/Hiring/Interviewing

• Quality Assurance

• Data-Driven Financial Analysis

NOTABLE CAREER HIGHLIGHTS

• Extensive experience in kitchen, food, beverage, and banquet sales.

• Builds customized 6-12 month business plans and training tools that address benchmarks, KPIs, and resources required to achieve sales goals.

• Expert at cultivating high-level relationships with government and city stakeholders that translate into increased customer loyalty, revenue performance, and significant influence in the community. PROFESSIONAL EXPERIENCE

Kroger – Store Manager/General Manager 2015 – 2023 Handpicked to optimize sales and grocery unit operations. Validated selection by increasing retention and decreasing shrink. Managed over 120+ associates and several operations, including regulatory, operational, human capital, freight logistics, and customer service matters.

• Directed the overall business process, product placement, and data analysis across all sales channels and categories.

• Reversed negative revenue trend and raised sales by 10%, placing in the top ten throughout the region due to our renewed sales culture, refreshed merchandising standards, and growth in grocery sales.

• Seamlessly led a challenging community store unit to one of the top rankings in the region.

• Manages team leaders and holds them accountable for coaching, development, and performance management of associates. Collaborated with IT and marketing teams to develop innovative sales solutions.

• Implemented strategic monthly store management meetings emphasizing key performance indicators and best practices.

• Oversaw the inventory management levels of 1,000+ items.

• Accountable for the review of departmental transactions, cost analysis, inventory reduction, and employee headcount.

• Directed and streamlined full-scale grocery operations, including inventory management, vendor procurement, and monitoring sales trends.

• Identified multiple business improvement processes that positively impacted revenue, including training associates and implementing workforce improvement procedures.

Kroger - Assistant Store Manager 2010 – 2015

Managed a multi-line grocery store's entire operation, including sales-driving, merchandise execution, customer service, human resources management, and profit attainment.

• Managed office leaders and held them accountable for coaching, development, and performance management of associates.

• Delivered highly effective leadership of personnel, improving morale through the cultivation of a collaborative teamwork environment, significantly enhancing performance and productivity.

• Implemented inventory management systems and processes, substantially reducing shrinkage and consistently below targets.

• Oversaw inventory levels by conducting cycle counts and physical inventories to maintain proper inventory levels to fulfill production needs.

Macon County Greyhound Park – Director of Food and Beverage 1997 – 2010 Directed and organized daily operations of activities within the Food and Beverage Department, managing a staff of 320 while maintaining high standards of operation in quality, service, and merchandising to maximize profits.

• Manage office leaders and hold them accountable for associates' coaching, development, and performance management.

• Delivered highly effective personnel leadership, improving morale by cultivating a collaborative teamwork environment, significantly enhancing performance and productivity.

• Retrained, recruited, coached, and developed over 200+ staff members on credit card processing, customer service, and other retention initiatives.

• Spearheads all aspects of food and beverage services, including ordering, menu planning, cost analysis, and vendor procurement. Fully accountable for planning 40+ special events and quality assurance for multiple properties.

• Coordinated and maintained day-to-day operations of an Employee Café, 3 restaurants, 2 Coffee Shops, and 9 full-service bars.

• Drove P&L management and cash/security procedures.

• Renegotiated and actualized in-store promotions in collaboration with vendors that increased foot traffic and sales.

• Set out intensive training on customer service, marketing, and proficiency checks that enhanced operational excellence; attained outstanding survey ratings in customer service. Education and Additional Experience

Auburn University Montgomery

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