Adrian Thompson

Atlanta, GA • 267-***-****

adzlgk@r.postjobfree.com • LinkedIn

Qualifications Summary

Highly analytical and detail-oriented professional with related education, practicum, and expertise to contribute to long-range operations objectives in HR Management / Customer Service roles.

HR Management

Highly motivated professional with the ability and passion to increase human resources knowledge in organizational and leadership development, employee relations, succession planning, performance management and rewards, decision support, recruitment, compensation, and training.

Customer Service

Customer-centric professional, committed to service excellence with stellar administration, instructional, and relationship-building skills to enhance customer and team experiences in high-volume, fast-paced service environments. Proven ability to build and maintain loyal customer relationships.

Talent Acquisition/Employee Relations

Ability to manage all aspects of employee relations and talent acquisition activities, including resolving employee issues and advising on employee conflict resolution, disciplinary action, and/or termination. Able to execute full life cycle talent acquisition utilizing sourcing strategies, and recruitment solutions.

Key Strengths

Critical thinker with the ability to work well under pressure and time constraints to make decisions that will support the corporate mission. Sharp and adaptive; able to quickly learn and apply new concepts, techniques, and technologies. Dependable problem-solver with excellent communication and listening skills.

Professional Experience

McMaster-Carr, Douglasville, GA 2021 – Present

Business Operations Specialist

Managed HR operations and full-cycle recruiting, onboarding, and employee record management, including benefit organization/coordination, employee relations, HR program coordination, collaborating with managers on hiring needs, managing employee wellness, and co-leading employee engagement programs. Oversee key functions and departments, including evaluating, improving, and maintaining an organization's core operational processes to ensure an efficient and productive workflow, such as order filling, small packing, large packing, and stock keeping. Contribute to the onboarding process, including screening and interviewing new order fillers and transferring employees internally. Monitor budgets and expenses by coordinating with the finance and accounts department.

●Formulated the new 3rd floor for incoming merchandise, accommodating additional 208K units across all floors while serving as expansion team leader.

●Successfully maintained up-to-date client, customer, contractor, and supplier management systems.

●Minimized mistakes and boosted customer satisfaction by revamping the training process affecting 100+ employees for new order fillers, designing predictable, structured routines.

Luxottica, Atlanta, GA 2017 – 2021

Store Market Manager

Oversaw all administrative activities, including developing recruitment strategies, implementing systems for managing staff benefits, payroll, and behavior, and onboarding new employees. Oversaw associate relations issues while serving as a primary point of contact for associates and management. Delivered expert advice, training, and guidance to associates and managers based on legal consultations, employment laws, and regulations. Provided strategic leadership and direction to 70 employees, including store managers, assistant managers, key holders, sales associates, and doctor’s technicians.

●Enhanced management portfolio from 1 store to 4 stores driving $1.2M to $8.2M in revenue respectively, including managing budgets, profits, and expenses for 4 stores.

●Delivered and improved staff’s customer service training and ensured swift resolution of customer service issues resulting in optimizing guest satisfaction index from 72% to 92% in 2 years.

●Diminished staff turnover by 45% by fostering strong employee relationships, providing enhanced training and support, recruiting top talent, and promoting staff.

●Improved sales and customer satisfaction at 4 underperforming stores, including training 12 managers and 45+ customer service representatives on customer service, sales, merchandising, HR functions, people management, and operations management.

Johnston Murphy, Atlanta, GA 2016 – 2017

Manager

Oversaw all employee relations matters, including identifying problems and facilitating strategy development with employee relations and HR leadership to resolve issues on a more holistic level. Successfully managed inventory valued at $1.5M. Developed and implemented HR strategies and initiatives aligned with the overall business strategy.

●Led all aspects of store operations driving $3M in revenue, exceeding sales goals and KPIs to increase annual revenue to $3.3M during the tenure.

●Made substantial contributions to recruiting staff and improving employee retention while leading up to 10 assistant managers and sales associates.

●Contributed to hiring and training seven sales associates and key holders, providing sales coaching and instruction on all essential business processes and software programs.

Ugg Australia, Atlanta, GA 2013 – 2016

Assistant Store Manager

Led GREAT Customer Service Program, including training for up to 80 assistant managers, key holders, and sales associates, boosting sales and customer satisfaction. Developed and managed schedules for up to 35 sales associates while supervising up to 45 key holders and sales associates.

●Drove annual store revenue increase from $3M to $4M while overseeing daily business operations of the store.

●Built and led a pool of potential supervisors capable of meeting long-range retail and company objectives by collaborating with the store manager.

Michael Kors, Alpharetta, GA 2012 – 2013

Assistant Store Manager

Provided extensive support to the store manager in all areas of daily business operations, including human resources, customer service, and merchandising. Managed employee schedules, conducted performance reviews, and enforced disciplinary actions. Delivered sales leadership to staff with an active presence on the selling floor, while ensuring exceptional customer service. Actively participated in recruiting, hiring, and training all associates.

●Drove $3M in annual revenue by developing and implementing effective store management strategies.

●Successfully implemented and ensured staff compliance with the company’s operational standards.

●Education

Bachelor of Business Administration and Management, Minor in Human Resources Management

Strayer University, Atlanta GA, 3/2023

Bachelor of Arts in Fashion and Retail Management

The Art Institute of Atlanta, Atlanta, GA

Licenses & Certifications

Licensed Realtor, Georgia MLS School, October 2019

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