General Manager Customer Service
Resume:
Kevin L. Neals
Columbia South Carolina ***** • 803-***-****
Summary
Strategic contributor and highly motivated leader with over 30 years’ experience strengthening retail store visibility and awareness. General Manager experience that generates $1.3 million revenue annually. Results-oriented professional with a talent for tracking trends, formulating methods to improve customer service, and capitalizing on new opportunities. Expert in improving financial performance by conducting inventory analyses, retaining top talent, and creating strategic operational plans. Recognized for developing and implementing projects and programs within time and business constraints in stride with enterprise direction and mission. Strong record of identifying areas needing improvement, reducing shrink, boosting sales, and decreasing operational expense. Superb communication, interpersonal, leadership and problem-solving skills. Excel in challenging and deadline-driven environments.
— Areas of Key Emphasis —
•Team Development & Leadership
•Order Fulfillment Management
•Market Research & Analysis
•Budgets & Forecasts
•Vendor Management
•Strategy Implementation
•Risk Management
•Organizational Management
•Relationship Management
•Visual Merchandising
•Inventory Controls
•Product Management
Professional Experience
General Manager (Fulltime) Aaron’s, Inc, Columbia, SC 2020 to Present
Currently oversee daily operations for retail location that produces $1.2 million in revenue with 5 direct employees. I direct all strategic directions for merchandising and loss-controls. Ensure that all corporate programs, promotions and policies are successfully executed. Drive optimal customer satisfaction through customer obsession ideologies which turned into successful productivity and P&L results.
Key Accomplishments:
Execute and standardize effective retail review processes
Analyze revenue loss data and develop actions to improve profitability
Review customer acquisition trends and adjust retail strategy accordingly
RTS Leader & Assistant General Manager (Fulltime) Love’s, Columbia, SC 2018 to 2020
Fully accountable for all the operational activity in the store and providing clear leadership to the team and leading by example in all areas of the business. Working hard to ensure that all store and company sales targets, operations goals and policies are met.
Key Accomplishments:
Achieved HIGHEST customer satisfaction scores in 2018 (96%) and 2019 (95%) for overall employee engagement and satisfaction survey rating for managers within store retail location
Amplified productivity by 50% by focusing on people and shift management, inventory levels, and sales enablement while implementing scalable processes by using Love’s accountability strategy.
Exceeded annual revenue target by 10% quarter over quarter for 2 years.
Established, managed, and regularly reviewed the store grading systems to ensure optimum stock levels.
Account Manager (Fulltime) Aaron’s, Columbia, SC 2014 to 2018
Located opportunities and pitched new business throughout Augusta, Aiken, and Columbia markets. Developed accounts while working to maintain high client satisfaction and retention. Generated innovative solutions through negotiating with clients and working with my staff. Drove brand awareness by leading a major initiative to build and grow the Customer Accounts Team and revamp company standards on non-renewal closing. Accomplished major strategic initiative by building and implementing programs to grow market segments and client base in a highly competitive market. Also, addressed and resolve escalation issues and concerns. Support sales staff by providing personalized training and mentorship to improve product knowledge, encourage personal growth, and achieve sales targets.
Key Accomplishments:
Expanded margins 20% by reducing charge off churn to under 3%.
Introduced new training, workflow, and process improvements that grew productivity 50%.
Exceeded $1.3 million sales target by 6% by redesigning pricing strategy, streamlining sales processes, launching effective promotional strategies, and facilitating consultative sales training for sales team.
Grew revenue in 2015 through 2018 by utilizing performance based KPIs to promote competition.
Additional experience as a Retail Manager and General Manager upon request.
Education
Bachelor of Science in Business Administration (continued)
University of Phoenix, Charlotte, North Carolina
***References Available Upon Request***
Contact this candidate