Customer Service Sales Consultant
Resume:
Edward W.Z. Nitz
Mashpee, MA 02649
302-***-**** • **.*.*.****@*****.***
Profile
A results driven, articulate and well presented sales consultant with a proven track record of meeting store sales targets and minimising stock losses. Hardworking, able to communicate effectively with people from all backgrounds and able to present products in a structured professional way face to face with clients. Forward thinking technology and business leader with a record of accomplishment conceptualizing and implementing programs that realize cost savings and revenue improvements. Comfortable working in a fast paced, growth orientated work environment and have experience of selling multiple types of consumer goods. Developed and delivered customized solutions for leading companies, including Dayton/Hudson/Marshall Fields, GNC, Payless Shoe Source, Thom Mcan, Circuit City, Best Buy and the Walgreens Family of Companies. Catalyst for proactive and positive change.
Key Qualifications
● Recognized as a forward thinking business leader that reengineered business processes to realize multimillion dollar cost savings for store operations.
● Led Corporate Focus Groups together with the COO of Walgreens to align the Happy Harry's Chain with the Walgreen's family of companies.
● Was the primary Lead over in-Store Technology and Deployment and transitioned Walgreens/Happy Harry's from a kiosk based Impersonal Customer Service Solution, to a dynamic Employee Focused Solution.
● Developed High Tech with High Touch in the Walgreens/Happy Harry's union. Work Experience
General Manager
Walgreens - Greenville, DE/Orlando, FL/Dallas, TX
● Created Customer Service Programs and Processes to Service an aging Clientele. Maximized Store Sales by implementing a High Touch and Customer Driven Focus.
● Enforced partnerships between Retail and Pharmacy to ensure all Associates had a 360 Degree view of Customer Service Quality of Excellence.
● Customized Planograms for Store Set to ensure a Consistent "One Glance" set-up for our loyal customers. Loyalty was increased by 30% and the basket was increased by 20%.
● Created a "Meet and Great" Program to understand the customer and their purchasing. Results were a partnering with local Delaware Valley craft workers to introduce a Happy Harry's/Walgreens line of Locally Crafted Decorations for the Holiday Season. Was recognized by Walgreens Corporate for a 50% increase in overall foot traffic and a 30% increase in front end sales.
● Introduced a Process and Policy Driven approach for On-Boarding new Associates and Pharmacy Technicians to enforce Walgreens Corporate Training while personalizing Customer Service. Recognized by Corporate Management for Customer Care Policy and Procedures that supplemented written policy. Results included the sanctioned introduction of VIP Service to our core customer base.
● Provided Process Models and insight for all Technology Upgrades to Store Systems. Considered a "Trusted Advisor" to Walgreens Corporate.
● Designed and Implemented complete remodeling and planning of expansion project to specifications, while remaining open. Results included doubling the existing sales floor while increasing sales 15% in that period.
● Created basic engagement model to review business needs and drivers, data utilization and IT.
● Established and nurtured community relationships and partnerships to foster a trusted transition of an established chain into the Walgreens Family of Companies.
● Leveraged expertise gained in decades of retail experience to boost clients capabilities in capturing, analyzing and utilizing customer data.
Departmental Management - General Manager Trainee
Best Buy - Madison, WI/Dallas, TX
● Managed a team of 10 specialists in departmental role and 55 in trainee role.
● Oversaw critical customer service programs and adherence.
● Decreased customer service issues by over 50%.
● Created incentive plan for team members in a non-commission role to "Increase the Basket" with service plans and positive customer service experiences.
March 2013
May 1992
Technical Skills
● IBM POS
● Oracle Financials
● PeopleSoft
● Oracle.WMS & Fulfillment
● Re-TEK
● Microsoft Office Suite
● Texlon Equipment
● Motorola MC9090
● Motorola MC9500
Additional Experience
● Dayton/Hudson/Marshall Field's Companies - Eau Claire, WI & Madison, WI
● GNC - Eau Claire, WI
● Payless Shoe Source - Eau Claire, WI
● Thom Mcan - Eau Claire, WI
● Macy's - Orlando, FL
● Circuit City - Madison, WI
Education
Other Professional Degree
Harris School of Business
B.A. Education
University of Wisconsin at Eau Claire
Languages Spoken
● English - Native Speaker
● High German - Limited Working Proficiency
Awards
National Customer Service Award - Walgreens Company/June 2002 Hugh O' Brian Award For Leadership/1983
Community Outreach/Volunteer Work
● AIDS Delaware
● Juvenile Diabetes Research Foundation
● Relay For Life
● Easter Seals
● Wilmington Food Bank
● American Red Cross
● American Heart Association
● Wilmington Grand Prix
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