Customer Service Experience, Sales, and Operational Excellence

**** ******* ***** **, ************, Virginia ****2 240-***-**** *************@*****.***

W. Ryan Freeman

CAREER OBJECTIVE

A highly skilled manager with twenty-three years of experience, pursuing a leadership role in a lively environment within an organization that prioritizes personal development and career progression and promotes steady personal growth and career advancement.

QUALIFICATION HIGHLIGHTS

Possesses strengths in management, leadership, organization, and communication skills, as well as the ability to identify and resolve problems. Demonstrates excellent knowledge of administration, supervision, advertising, customer service, and personnel management. Works effectively with people from diverse backgrounds, cultures, and professional and technical levels. Maintains extensive knowledge of operational processes, procedures, and inventory management.

PROFESSIONAL EXPERIENCE

Tailored Brands 2015-2025

Jos A Bank 2015-2024

Men’s Warehouse 2024-2025

Store Manager:

As a Store Manager, you are expected to lead your store team to achieve sales performance expectations through active coaching, development of a team selling environment, and operational excellence. This includes recruiting, hiring, and training a store team to achieve an exceptional customer experience.

To be successful in this role, you will:

Inspire the store team to achieve their best performance

Execute to maximize growth and potential

Create an engaged and inclusive store environment

Elevate customer experience through operational excellence

Exceed customer expectations in all interactions Leadership:

leads store staff in meeting sales, service, and operational expectations.

Sets clear performance expectations and makes sure the store team is trained in sales.

customer service, and operations to meet company standards.

Models company values and leads by example as an active coach.

Communicates priorities and sales-driving information effectively to ensure store staff is equipped to maximize business opportunities.

Guides team to identify, recommend, and implement changes to improve productivity.

Takes the lead role in recruiting for the store and embraces diversity by creating an inclusive store environment.

Performance:

Achieve store business plans, including sales, customer service, and operational goals.

Develop game plans and follow up on execution to maximize sales and drive consistent performance results.

Partners and presents opportunities with fact-based information and recommendations while leveraging data (store reports) to make the right decisions.

Participating in driving business opportunities and communicating leads to Multi-Unit Manager and Business Outreach team.

Identifies performance opportunities and partners with the Regional Manager to develop a plan to address and manage issues effectively. Operational Excellence:

Ensures store schedule accuracy to ensure proper staffing to execute initiatives, Ship-from- Store, operational tasks effectively, and maintains proper sales coverage to deliver on the customer’s promise.

Ensures store staff are trained on all internal operational functions.

Stays informed on corporate communication, directives, initiatives, policies, and procedures.

Implement store programs to increase efficiencies in sales, service, operations, and branding.

Workplace:

Create an engaged and inclusive store environment where opinions and contributions are recognized and valued.

Create a culture of learning and development, ensuring training tools are leveraged.

Serves as a role model to all store team members and provides enthusiastic and motivational leadership.

Creates a steady pipeline of external talent through recruitment.

Holds regular store meetings, ensuring all store team members are up to date with all company directives.

Customer Experience: Ensures the store team is trained on the customer service expectations and creates an exceptional customer experience.

Leads store team to exceed customer expectations and achieve a high Net Promoter Score

(NPS).

Leverages all customer feedback to take appropriate actions and prevent or resolve customer concerns.

Ensure the store is visually set to brand standards and marketing initiatives are executed in the company's direction.

E&G Group Real Estate, Mclean, VA

2014-2015 Leasing Consultant and

Compliance Specialist

Helped property managers find qualified tenants to lease their properties to

Assisted those future tenants with viewing tours, lease terms, and price negotiations

Ensured smooth management of various contracts

Promoted unoccupied properties through various media and advertising techniques

Evaluated clients’ requirements and financial prosperity to make personalized presentations

Validated application information and references

Ensured property maintenance and inspected properties periodically

Coordinated apartment inspections for recertifications

Maintained resident files per company policy and regulatory agency policy

Collection of rents and social activities

Macy’s INC, Richmond, VA

Sales Associate in Men’s Department 2013-2014

Aided customers in helping find garments in the correct sizes

Greeted customers in a friendly and professional manner

Provided product knowledge

Processed payments, applying coupons and promotional codes

Achieved weekly sales goals

FREEMAN ENTERPRISES, INC., Richmond,

VA Freeman’s Men Shop District Manager

2008–2011

Delivered strategic sales management guidance to store and assistant managers.

Supervised employees, which included cashiers, stock and inventory clerks, and sales Associates.

Managed sales promotion activities, merchandising, and operational procedures for all stores.

Conducted physical inventory of merchandise regularly.

Maintained sales records of each store and kept track of the store's sales to ensure its target was met.

Formulated pricing policies on merchandise according to requirements for profitability of store operations.

Worked directly with vendors to confirm and verify shipments. Store Manager 2005– 2008

Supervised staff and enforced compliance with company policy and procedures.

Opened and/or closed stores.

Ordered new store merchandise as well as special orders for customers.

Responsible for the day-to-day operations and overseeing the daily work of subordinate employees.

Assisted in marketing, merchandising, and rotating inventory of stock.

Ensured proper handling of daily receipts, balanced cash registers, and was responsible for daily bank deposits.

Assistant Manager 2003-2005

Support person to the Store Manager

Assisted Company President in all areas of resets, remodels, relocations, and new store openings, when requested.

Handled sales tracking and reporting, inventory control, and employee payroll.

Trained and supervised full and part-time personnel.

Managed all aspects of merchandising, window displays, and stocking,

Ensured excellence in customer service and resolved all problems at the store level. Sales Consultant 2000-2003

Built a loyal customer base by creating long-term relationships

Achieved and exceeded personal sales and profitability goals

Served customers and converted to sales

Ordered and organized merchandise

Assisted with window displays for special promotions

Maintained store and merchandise in impeccable condition EDUCATION /CREDENTIALS

• Hampton University - Hampton, VA (4 years)

Business Management

• Culinary and Server Certified

Qualifications – External

Experience leading, managing, and developing retail teams.

Creative individual who demonstrates good judgement and is tuned into the pulse of the business.

Self-motivated, results-oriented, strategic thinker.

Strong organizational and leadership skills.

Excellent written and verbal communication skills.

Demonstrates active listening and problem-solving skills.

Proven ability to train and develop high-performing store teams.

Proficient in technology systems, applications, Microsoft Office, and video conferencing.

Ability to operate a computer and POS System.

Ability to stand and walk work shifts, frequently bend, squat, and twist, lift to 50 lbs, climb a ladder to reach merchandise and or supplies, and see and distinguish between fabric patterns and colors.

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