Customer Service Manager
Resume:
RICHARD W. JOHNSON
Gravette, Arkansas 72736
***********@*****.***
District Manager
Strategic Growth / Cost Control / Operations
Turnarounds / Change Management
Fortune 500 / P&L / Multi-site
Coaching / Expansion / Customer Service
Employee Retention / Inventory
I am an award-winning senior manager,
specializing in developing and executing
change that improves top and bottom lines by
millions of dollars for firms such as Hobby
Lobby and Wal-mart. I turned around operations
to achieve sustained growth and profitability.
Managing $100M budgets and 650 employees, my
skills also include:
-Focusing every action on improving the
customer experience
-Streamlining processes and procedures to cut
costs and improve margins
-Seeing big picture and appreciating people
and details to affect change
-Simplifying complex problems and implementing
measurable solutions
-Improving hiring and training processes to
identify and coach rising stars
Through strong leadership, management and
communication talents, I quickly rose to more
responsible positions. Personable and fair, I
inspire others to excel. Based on performance,
enthusiasm and drive, I was selected to
complete advanced leadership and management
training. My AA is from NorthWest Arkansas
Community College.
CAREER HISTORY
Store Manager, Hobby Lobby Stores, Inc., 2006
to Present. Recruited to oversee all aspects
of store’s sales, customer service, inventory,
payroll and HR for this $1.2B national
retailer. Built and led management team.
Established open communication at all levels.
Implemented sales incentive program. Held $4M
P&L responsibility.
Wal-mart Stores, Inc., a global, multi-billion
dollar retailer.
-Store Manager, 2003 to 2005. Promoted to lead
four stores’ budgeting and forecasting,
communications management, community
relations, compliance, customer service,
employee development and relations. Oversaw
facilities and inventory management. Held
$100M+ P&L responsibility leading team of
650+.
-Co-Manager 2000 to 2003. Oversaw financial,
service, logistics, merchandising, and team
development. Deployed best practices to ensure
consistent execution. Built and coached high-
performance teams with focus on leadership.
Integrated all areas of business to streamline
operations. Held up to $90M P&L responsibility
-Assistant Manager, 1998 to 2000. Achieved
consistent team buy-in to ensure procedures
were followed. Solicited creative input from
staff. Conducted performance reviews.
Performed daily tours with department heads.
Developed and trained employees.
-Earlier: Sales Floor/Customer Service Desk
Associate and Loss Prevention Coordinator.
Additional Activities: I enjoy fishing,
boating, skiing, hunting, golfing and
computers.
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