Customer Service District Manager
Resume:
ALBERT J. HERNANDEZ
*******@*****.***
https://www.linkedin.com/in/albert-hernandez
Summary
Successful record of achievements as a District Manager, Field Consultant and General Manager. Broad-based expertise in overall business level operations. Strong leadership, strategic planning, expert merchandising skills, recruiting. Results driven with high energy and a motivated self-starter. Proven ability to analyze key business drivers and develop strategies for optimum results, maximize bottom line in a fast-paced environment.
PROFESSIONAL ACHIEVEMENTS:
AWARDS: STORE OF THE YEAR (3)
DISTRICT MANAGER OF THE YEAR AND QUARTER
Financial Performance: Lead a region of twenty stores and increased sales by fifteen percent through level setting training and setting specific expectations. Provided strong leadership and exceeded
$135,000,000 annual sales for two (2) years collectively which resulted in a sales record in a 27 year old established facility. Reduced operating expenses by 3% and exceeded budgeted net income by 5%. Improved efficiencies while delivering outstanding customer service and successfully executing marketing initiatives.
Customer Experience: Achieved top customer service scores as measured by the Mystery Shop program for four (4) years consecutively. Consistently ranked in the 95% percentile and ranked in the top five (5) out of 300 stores in the company. Accomplished goals through focused training, developing and motivation of the manager and associate team to deliver outstanding customer service in a fast-paced and fun environment.
Leadership Development: Trained and promoted two (2) assistant managers to co-managers, three (3) department managers to assistant managers and eight (8) hourly clerks to department manager positions. Accomplished this through a mentor/mentee program, which focused on specific behavioral competencies for each. Training included a comprehensive program on financial analysis and leadership development. Communication: Well developed communication skills demonstrated through employee training, vendor relations, customer service, ability to train and educate, group presentation skills and conducting productive meetings. Skilled in solving organizational problems with innovative solutions, writing detailed reports and establishing and maintaining professional relationships. Strategic Leadership: Headed merchandising projects which identifed opportunities to establish a
“treasure hunt” shopping experience for our customers. Selected and tested non traditional products which resulted in incremental sales and improved gross margins. As a result, programs were rolled out to over 100 stores throughout the company. Tested numerous merchandising, signage and operational initiatives for the company which also resulted in increased sales, competitive edge and improved processes.
Process Improvement: Established and implemented structured standard operating procedures in each in department of the store which optimized efficiencies. Specific to each department daily “hands on” training, set timelines to accomplish tasks and frequent daily assessments of conditions. Ensured high standards, cleanliness, shop ability with store conditions on a consistent basis through teaching and training. Reduced labor from 3.9% to 3.4%, $300,000 annualized savings. Visual Merchandising: Created an exciting shopping environment, which presented merchandise that attracted the attention of potential buyers through visual appeal. Creativity, cross merchandising and assembly of product with dimensional displays, through touring the store, training and synergy, resulted in increased sales of 15% in General Merchandise categories for the year. PROFESSIONAL QUALIFICATIONS
* GROWING SALES *TEACHING & TRAINING * BUSINESS CONSULTING
* CUSTOMER EXPERIENCE *H.R./ RECRUITING * LEADERSHIP DEVELOPMENT
* PROFIT / LOSS MANAGEMENT * PROCESS IMPROVEMENT * PLAN O GRAMS District Manager 2023- 2024
Refuel Operating Company
Area Leader/Field Consultant 2016-2022
7-ELEVEN
Regional Director 2015- 2016
SAS San Antonio Shoemakers
General Manager 2010-2014
Sam’s Club, San Antonio, TX
Unit Director 1999- 2010
H.E. Butt Grocery Company H.E.B
Education:
San Antonio College Business Mgmt.
Volunteer
United Way Children’s Miracle Network
Coordinator Coordinator
Leukemia Lymphoma Society
Children’s Miracle Network
United Way
Light the Night
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