Customer Service District Manager

Dynamic retail professional with a proven track record, enhancing sales through strategic staff training and operational efficiency. Adept in team leadership and customer service, I excel in recruitment and development, driving performance improvements and fostering strong vendor relationships to optimize merchandise selection. Reliable management professional with a passion for developing customer relationships. Experienced in creating training programs and implementing organizational strategies. Committed to providing superior customer service and maintaining high standards for customer satisfaction. Able to handle complex tasks with ease and professionalism. Ambitious leader with talent for motivating teams and driving success through articulate communication skills and strong social engagement. Adept at creating optimistic work environment that values achievement and stands out in competitive settings. ASSISTANT MANAGER — Kroger

Weirton, West Virginia, June 2024 - Present

VICTORIA LUTZ

District Manager/ HR Recruiter

Phone 740-***-****

Email **************@*****.***

Address Wintersville, OH 43953

• Behavioral Interview • Recruitment Strategy Development

• Time Management • New Hire Paperwork Processing

• Job Fairs Planning • Confidential Records Management

• Employment Data Tracking • Human Resource Policies

• Customer service • Team leadership

• Problem-solving • Money handling

• Adaptability and flexibility • Staff training and development

• Team building • Retail operations

• Operations management • Recruiting and interviewing

• Retail operations management • Orientation and training

• Policy enforcement • Recruitment and hiring

Trained new employees in product knowledge, customer service protocols, cash handling procedures, and safety regulations.

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• Resolved customer complaints quickly and effectively while maintaining a high level of professionalism.

• Helped oversee the daily operations of the store, managing staff and inventory.

• Resolved customer complaints and handled refunds and returns to promote satisfaction. Managed daily operations of the store, including scheduling staff, assigning tasks, and overseeing inventory control processes.

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• Coached and mentored new employees on company policies and procedures.

• Tracked store inventories and replenished products according to demand. PROFESSIONAL SUMMARY

SKILLS

EXPERIENCE

DISTRICT MANAGER — Center Independent Oil

Clinton, PA, May 2023 - May 2024

FIELD RECRUITER — Coen Markets

Canonsburg, PA, November 2019 - March 2023

TRAINING STORE MANAGER — Dunkin Donuts HRG

Pittsburgh, PA, October 2016 - June 2019

• Established clear communication channels between staff members to ensure smooth workflow throughout the store.

• Interviewed potential job candidates and made hiring recommendations to general manager.

• Organized company merchandise and displays to increase brand awareness and product sales.

• Coordinated employee schedules according to staff availability and processed time-off requests.

• Increased overall store sales by implementing effective sales strategies and staff training programs

• Enhanced customer satisfaction by addressing concerns promptly and providing exceptional service

• Developed relationships with key vendors, resulting in improved merchandise selection and pricing

• Implemented visual merchandising standards, creating a visually appealing shopping environment for customers

• Collaborated with store managers to set sales goals and identify areas of opportunity for growth

• Recruited hired, and trained top-performing retail teams, enhancing overall district performance

• Streamlined operational processes, increasing efficiency across multiple locations

• Advertised job opportunities on social media platforms and job boards

• Operated and maintained applicant tracking and candidate management systems

• Pre-screened resumes prior to sending to corporate hiring managers for consideration Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations

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• Collaborated with hiring managers to understand job requirements and expectations

• Completed human resource operational requirements by scheduling and assigning employees

• Built strong relationships with internal and external candidates to ensure an excellent hiring experience

• Emphasized job benefits and perks to applicants to improve organization's attractiveness

• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service

• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness

• Trained and guided team members to maintain high productivity and performance metrics

• Monitored daily cash discrepancies, inventory shrinkage and drive-off

• Provided informal coaching and support, assisting and supporting store associates in sales and customer service

• Drove and maintained solid operational processes, inventory management and inventory rationalization

• Assisted in recruiting, hiring and training of team members

• Supervised creation of exciting merchandise displays to catch attention of store customers

• Mitigated business risks by working closely with staff members and assessing performance

• Scheduled employees for shifts, taking into account customer traffic and employee strengths

• Oversaw, trained and encouraged store personnel, promoting culture of efficiency and performance

• Trained new employees on proper protocols and customer service standards KITCHEN AND FOH MANAGER — TGI Fridays Pittsburgh Airport Pittsburgh, PA, February 2013 - September 2017

TRAINING GENERAL MANAGER — Bruegger's Bagels

Pittsburgh, PA, September 2011 - February 2013

TRAINING MANAGER — Taco Bell

Pittsburgh, PA, September 2008 - September 2011

• Interacted well with customers to build connections and nurture relationships

• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits

• Inspected stocks to identify shortages, replenish supply and maintain consistent inventory

• Maintained effective supply levels by monitoring and reordering food stock and dry goods

• Collaborated with chefs to create seasonal menus and promotional offers

• Verified prepared food met standards for quality and quantity before serving to customers

• Managed staff schedules and maintained adequate coverage for all shifts

• Implemented effective inventory control systems to reduce food spoilage and waste

• Resolved guests complaints while maintaining positive customer environment

• Inspected equipment and machinery for proper working condition and directed staff to clean and repair as needed

• Purchased food and cultivated strong vendor relationships

• Developed and maintained relationships with vendors and other business partners to establish trust and build rapport Reduced health risks and safety hazards by preparing beverage products consistently while creating cleaning schedules, restocking items and sanitizing equipment to adhere to health department standards

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• Managed day-to-day FOH operations to drive quality, standards, and meet customer expectations

• Maintained positive team environment by encouraging teamwork and respect in accordance with company mission

• Motivated staff to perform at peak efficiency and quality

• Oversaw food preparation and monitored safety protocols

• Analyzed customer feedback and implemented strategies to improve customer satisfaction Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment

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Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines

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• Demonstrated leadership by keeping up with cleanliness and organization and delegating roles to employees

• Trained staff on proper cooking procedures as well as safety regulations and productivity strategies

• Trained and guided team members to maintain high productivity and performance metrics

• Assisted in recruiting, hiring and training of team members

• Communicated all learning and performance objectives, schedules, and training assessments to upper management

• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness

• Supervised creation of exciting merchandise displays to catch attention of store customers

• Coordinated technical training and personal development classes for staff members

• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits

• Developed and implemented comprehensive training program to increase employee productivity and morale TRAINING GENERAL MANAGER — Cici's Pizza

Washington, PA, February 2006 - February 2009

TRAINING GENERAL MANAGER — Steak N Shake Restaurant Pittsburgh, PA, January 2000 - December 2005

• Implemented new learning strategies depending upon employees' skill levels

• Developed departmental systems and procedures to better align workflow processes Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching, and managing to enterprise targets

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• Organized and edited training manuals, multimedia visual aids, and other educational materials

• Directed training programs and development paths for managers and supervisors

• Directed field training to enhance participants' skills

• Created in-depth training manual for all employees

• Trained new hires to perform cross-training exercises with experienced workers Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness

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• Trained and guided team members to maintain high productivity and performance metrics

• Assisted in recruiting, hiring and training of team members

• Communicated all learning and performance objectives, schedules, and training assessments to upper management

• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness

• Trained new employees on proper protocols and customer service standards

• Monitored daily cash discrepancies, inventory shrinkage and drive-off

• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills

• Interacted well with customers to build connections and nurture relationships

• Implemented innovative programs to increase employee loyalty and reduce turnover

• Assisted in development of employee assessments to measure training value

• Trained and guided team members to maintain high productivity and performance metrics

• Assisted in recruiting, hiring and training of team members

• Communicated all learning and performance objectives, schedules, and training assessments to upper management

• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness

• Reduced operational risks while organizing data to forecast performance trends

• Monitored daily cash discrepancies, inventory shrinkage and drive-off

• Interacted well with customers to build connections and nurture relationships

• Monitored and evaluated training performance to determine quality and cohesiveness

• Supervised creation of exciting merchandise displays to catch attention of store customers

• Coordinated technical training and personal development classes for staff members

• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits

• Mitigated business risks by working closely with staff members and assessing performance

• Scheduled employees for shifts, taking into account customer traffic and employee strengths HIGH SCHOOL DIPLOMA

— Buena Park High School

CA May 1989

References available upon request

• Food Safe Certified

EDUCATION

CERTIFICATIONS

REFERENCES

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