Retail Operations Leader with 20+ Years Experience

Lubna Dar

Sugar Land, TX ************@*****.*** 832-***-****

SUMMARY

Experienced customer service and operations professional with over 20 years of progressive leadership in convenience retail, team supervision, and store management. Proven track record of increasing revenue, enhancing workplace efficiency, and fostering strong customer relationships. Skilled in employee training, data reporting, and customer dispute resolution. Eager to bring strong managerial and customer-first skills to a company committed to service excellence. PROFESSIONAL EXPERIENCE

Store Manager

Handi Stop – Kingwood, TX 2020 – Present

● Developed and implemented operational strategies that improved workflow and drove a 5% increase in store revenue.

● Engaged with 50 customers daily, resolving inquiries and enhancing customer satisfaction.

● Compiled and analyzed daily financial reports, including profit & loss statements, balance sheets, and inventory summaries.

● Recruited, interviewed, and onboarded over 25 new employees, building a cohesive and productive team.

Store Manager

Kings Fuel – Houston, TX 2016 – 2020

● Oversaw operations at four separate retail sites, ensuring consistent service quality and compliance across locations.

● Increased revenue by cultivating strong customer relationships and delivering personalized service.

● Coordinated inventory shipments with multiple vendors, maintaining stock levels and reducing shortages.

● Earned and maintained Texas Manager Food Handling Certification to ensure regulatory compliance.

Store Manager

Cleveland Business – Cleveland, TX 2011 – 2016

● Supervised a team of front-line staff and conducted training on POS systems, cash handling, and customer service protocols.

● Organized daily operations, including shift scheduling, morning briefings, and customer complaint resolution.

● Managed daily cash reconciliation, prepared bank deposits, and handled equipment maintenance requests.

Chef/Cashier

Halal Gyro Hut – Houston, TX 2006 – 2009

● Delivered excellent customer service at point of sale, resolving issues and processing transactions efficiently.

● Promoted business online and in-person, increasing visibility and customer traffic.

● Maintained accurate financial records, including balancing drawers and tracking marketing expenses.

Owner / Operator

Still Water Convenience – Houston, TX 1997 – 2005

● Grew daily sales to over $1,000 and achieved 15% year-over-year revenue growth through strategic customer engagement.

● Oversaw all business operations, including financial reporting, vendor relations, and customer satisfaction.

● Built long-term relationships with customers through personalized service and timely conflict resolution.

EDUCATION

High School Diploma- Government Girls High School – Punjab, Pakistan Bachelors of Arts- Womenʼs Degree College – Punjab, Pakistan SKILLS

Customer Service & Sales

● Customer engagement, retention, and dispute resolution

● High-volume service environments 50 customers/day)

● Upselling techniques and personalized service

Operations & Team Management

● Staff supervision, training, and scheduling

● Multi-site operations and vendor coordination

● Hiring, onboarding 25 employees), and team development Financial & Business Operations

● Cash handling, reconciliation, and bank deposits

● Financial reporting: P&L statements, balance sheets, inventory summaries

● Budget monitoring and inventory control

Communication & Leadership

● Conflict resolution and team collaboration

● Morning briefings, leadership, and coaching/ development

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