Customer Service Store Manager

William Scott Shield

Manager of Leadership and Operational Excellence

********@***.*** / 806-***-**** / 2216 Merritt Way Arlington, Texas 76018

Qualities for Management I am seeking a challenging role where I can utilize my thirty-seven years of strong leadership abilities, teaching, training and developing the staff, providing world-class personal customer service, strategic planning skills, and a proven track record of driving operational excellence across the locations I manage with high integrity.

Professional Experience:

Owner Operator / Arlington, TX

Jun 2024 – Present

I purchase from wholesalers of Amazon, Best Buy, Walmart, Target, Kohl's, and other retailers. These items are closeouts, buyouts, returns, damaged packaging, and other related items that are resold via eBay and Marketplace.

Manager Of Leadership and Operational Excellence

Natural Grocers Company-Wide

Oct 2022 - Jun 2024

I developed and mentored current store managers. I would create a ninety-day plan we would

follow to focus on daily structure, team training, standard operational procedures, and growing the

business by being clean, full, friendly, and well-merchandised. I would do this both in person and long distance.

Note: Throughout my fourteen-year tenure with Natural Grocers, I supported seventy-seven stores. I managed and/or supported stores with sales volumes of 3 to 16 million annually. There were even holidays and events with single-day sales exceeding 70k.

Transitional Store Manager

Natural Grocers Company-wide

Oct 2016 - Oct 2022

I would cover the store in the absence of the store manager. During this time, I would successfully manage the transition by developing the assistant store manager, department managers, and team. I would mentor on daily procedures like ordering, receiving, merchandising, customer service, giving structure through schedules, and written and verbal guidance. Once the store manager was hired, I would be given a new assignment somewhere within the company.

Regional Manager

Natural Grocers North Texas

Aug 2015 - Oct 2016

I led the North Texas region while we interviewed and hired a permanent manager. I hired new store managers. I visited, supported, and inspected stores multiple times monthly mentoring, training, and developing management and teams.

Transitional Store Manager

Natural Grocers Company-wide

Feb 2014 - Aug 2015

I pioneered this new position with the company called Transitional Store Manager. In this position, I would travel to stores within the company where we did not have a manager and cover the store so the regional could manage the rest of the region. In this position, I would manage the store and each, train, and develop the assistant manager, department managers, and staff. Upon hiring a new Store Manager I would be off to a new assignment somewhere in the company.

Regional Manager

Natural Grocers TX, OK, KS, MO

Feb 2012 - Feb 2014

I led seventeen stores in four states. I visited, inspected, and mentored a minimum of once per month. I trained and developed my store managers in operational structure and procedures, driving sales, and executing and promoting the company's focus. During this time, we opened five

new stores, bringing my region to a total of twenty-two stores. With these five stores, I hired and

developed new teams, set up the stores, and managed closeout facilities, construction punch lists, and grand openings.

Store Manager

Natural Grocers Albuquerque, NM - Amarillo, TX

Feb 2010 - Feb 2012

I opened, set up, hired, and was Store Manager of the 37th store with the company in Albuquerque, NM. The Albuquerque team set first-year sales growth records and Turkey presale record. After one year I operated the Amarillo, Texas store as Store Manager with my team increasing sales by 5K monthly.

District Manager

The Kent Companies Panhandle of TX - Western, OK

Feb 2009 - Feb 2010

District Manager over six newly acquired convenience store / OTR truck stops. I brought in and

set up the merchandising of trucker supplies and remerchandising the convenience stores. I

hired, trained, and developed our managers and their teams. We had 40-plus employees with

a sales volume of 3.4 million merchandise and eight million dollars of fuel sales annually.

Discovered non-compatible system issues at our travel center costing major inventory loss monthly and was able to fix it.

Store Manager / Hotel Manager

PetSmart / PetsHotel Dallas, Plano, Amarillo, Texas

Jun 2001 - Nov 2008

At the PetsHotel I was responsible for operations and twenty-seven employees. This was the first of three new concept hotels with PetSmart. I wrote the daily procedures and standard operating procedures. Our hotel was profitable in the first six months and ahead of plan. At PetSmart I was responsible for total store operations, forty-two employees. Sales volume of 9.5million annually. We increased our sales at the Amarillo location to be first/second in the company sales. We led the company in services sales.

Manager Of Two Travel Centers

Travel Centers of America Mesquite and Rockwall, Texas

Apr 1999 - Jun 2001

At travel centers (two locations: Rockwall + Mesquite) I was responsible for the operations of four departments and 20+ employees. Sales volume exceeded 10 million at each location. In Mesquite, we increased the travel store gross sales volume by $20,000 per month over the previous year by re-merchandising, new vendors, and filling the convenience store. We set a company’s highest monthly sales record. This was extremely exciting to do in an old location that was closing.

Area Manager

SSP / Circle K Corpus Christi, Texas

Mar 1996 - Apr 1999

I was responsible for nine stores and sixty employees, with $13 million in total annual sales, including fuel. Presented monthly statements, profit and loss reports, and quarterly estimates for senior management. I was ranked third out of twenty-one area managers for the convenience store chain sales. Net sales for my region were in the black within the first six months through customer appreciation days, clean, full, and friendly stores. Maintaining in stock when the seasonal Island stores were hard to service.

Field Manager / Certified Manager

Stop and Go (National Convenience Stores) / Ultramar Diamond Shamrock, Dallas, TX

Jan 1990 – Mar 1996

I was responsible for the staff and store operation, maintaining the inventory, merchandising, and vendor relations. With Stop and Go, I was promoted to field manager and supported nine stores in the region. As Stop and Go downsized, working through bankruptcy, I was moved back into the store manager position. This was good for me as I avoided mid-level layoffs. After restructuring, I joined a corporate team, teaching training our stores in a new software/hardware register system throughout the DFW market. Also, upon being acquired by Ultramar Diamond Shamrock, they upgraded their register systems to the new “Soft Sense” touch screen system, and I taught all the DFW Shamrock stores how to operate the system. I was recruited from the Stop and Go previous Vice President of Operations to SSP/Circle K.

Area Manager

Petr-All Corporation, Syracuse NY

Feb 1988 – Dec 1989

I was responsible for fourteen convenience stores and travel centers for OTR truck drivers. I was responsible for hiring and developing new managers, coaching teaching and training the teams in company operations and initiatives. I was part of the acquisition of three stores and managed five company grand openings. I organized community customer appreciation events with children’s events and radio remotes.

Competencies:

Multi-Unit Management, Customer Service, Financial Management, Team and

Individual Mentorship, Profit & Loss Responsibilities, Driving and Increasing

Sales, Sales Forecasting, Human Resources, Employee Retention, Recruiting,

Loss & Prevention Control, Merchandising, Product Marketing, Promotions,

Execution of Company Initiatives, Scheduling, Exceptional Vendor Relations

Education

Some College classes completed at Broome Community College

Aug 1986 - May 1987 - Studied Computer Science / Business Management

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