VERY INTERESTED
Resume:
Benjamin E. McMichael III
Philadelphia Pa 19151 ***********@*****.*** Home 267-***-****
Cell: 484-***-****
Dedicated customer service manager with 10+ years of experience Retail Management and Customer service settings.
Respected builder and leader of customer-focused teams; commitment to customer service as a key driver of company goal . Lead by example ensuring the execution of all safety, security, quality and store operations and policies.
Areas of Expertise
Customer Service Management
Complaint Handling & Resolution
Retail Operations Management Customer Satisfaction Enhancement
Front-End Supervision
Sales & Margin Improvement Recruitment & Training
Cost-Reduction Strategies
Order Fulfillment
Professional Experience
WAL-MART Northeast , Philadelphia, PA 2006 - 2010
Assistant Store Manager 2008 - 2010
Electronics / Inventory Auditor / Customer Service Representative, 2006 – 2008
Hired to decrease “Back stock” inventory by 95 % (Forklift Certified). To recruit, train and supervise 25+ customer service reps and cashiers. Administer performance appraisals & training programs produce effective Sales teams, and Customer service reps. Monitor employee & liabilities through weekly progress reports. Delegated tasks to focal groups to minimize “Shrink” (Asset Protection / Loss Prevention) .Manage front-end operations to ensure friendly and efficient transactions at checkout. Selected Contributions:
Reduced staff turnover by 15% in 2008, benchmarking a record-setting improvement in staff retention due to the success of employee-development and morale-building programs.
Elevated store’s guest-satisfaction index within two years; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.
Served on special taskforce charged with turning around under-performing stores. Trained CSRs and managers in 2 struggling stores, and contributed to significant improvements in guest satisfaction and sales.
Rite Aid Mayfair / N. Philadelphia PA 2000 - 2006
Store Manager (Trainer) 2004 -2006
Previous Positions: Cashier, Associate, 2nd Assistant, 1st Assistant 7/2000 - 2004
Advanced to increasingly responsible positions, culminating in Store management role overseeing the day to day tasks of Pharmacy, Photo Lab, and Customer Service, Bank drops / Safe deposits. Directed 18 employees and managed sales, inventory, merchandising and cost controls. Conduct Employee interviews, and hires. Assign employee Schedules, Payrolls and time sheets. Maintained high standards in sanitation and safety and complied with regulatory guidelines. Selected Contributions:
Directed the process of vendor deliveries, Processing store transfers, invoices, Damages & recalled “merchandise, returns and warehouse shipments.
Developed inventory control sheets (Performing daily manual physical counts of in stock merchandise- lowering 7% of annual “Shrink”.
Conducted the physical unloading of warehouse & vendor merchandise in receiving (Fork lift / “TS” Scanning / Heavy lifting involved.
Education and Training
Community College of Philadelphia 11th & Spring Garden 9/98 to 5/00
Earned credits; concentration in business studies, (CAD / AUTO CAD) Computer assisted Design
Proficient Microsoft Excel / Word / PowerPoint / Publisher
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