Customer Service Sales
Resume:
VINCENT VOLLONO, JR.
Monroe, CT. 06468
**********@*******.***
REGIONAL SALES / SERVICE MANAGER
Performance & Process Improvement / Executing Sales Strategies / Superior Customer Service / Professional Development Plans / 100% Follow-up on Gameplans
B2C / Excellent Oral & Written Communications / Sales Driven / Market Share Driven
I created dynamic teams and turned around under performing divisions for retail giants Target, Bed, Bath & Beyond and Home Depot. Focusing on sales training to drive bottom-line results and enhance service levels to exceed corporate objectives of $60 million sales plans at “Big Box” retailers are hallmarks of my career. My key skills include:
Instituting rigorous operational and customer service standards with top KPI sales rankings
Creating business development plans and strategies to increase sales volume and gross margin
Boosting customer satisfaction and income from leveraging strategic merchandise ROI
Utilize planning skills to ladder out purchase orders (P.O.’s) placed to arrive prior to customer needs
I earned a BS from the University of Connecticut and pursuing an MBA in Marketing from Albertus Magnus College. Colleagues know me as a well respected leader with the ability to effectively deal with the public. I am highly organized, operations and customer service focused, and I utilize my broad leadership skills in order to effectively inspire teams to engage customers and maintain pristine buildings based on customer feedback and research.
SELECTED ACCOMPLISHMENTS
Increased sales by enhanced staff performance. Bed, Bath and Beyond location was not reaching sales plan. Developed staffing improvements to meet customer demands. Delivered employee training on sales and customer service. Implemented formal employee evaluations. Increased sales by $220K, meeting sales goals within six months.
Raised inventory accuracy. Target ‘High Risk’ store location had poor inventory location control. Improved tracking process for locating merchandise. Trained staff to improve effectiveness delivering merchandise to customers in a timely fashion. Improved overall location accuracy to 95+% and was recognized for achieving higher standard.
Restructured staffing to reduce costs. Bob’s Stores payroll exceeded budget for three consecutive years. Adjusted scheduling for customer flow and seasonal demand. Improved scheduling and process for handling inbound inventory. Implemented performance reviews and replaced under performing staff. Lowered payroll 8%, meeting budget.
Achieved record-breaking sales. Specialty department sales at Bed, Bath & Beyond facility was not meeting plan. Recruited additional staff and provided comprehensive training on “up selling” and delivering superior customer service. Implemented purchase orders to improve selected product assortment. Increased products sold by over 14%.
Improved logistics. Home Depot had backlog of inbound freight due to seasonality and limited dock space for receipt of products. Researched alternative trucking firms to expand delivery timeframe. Negotiated new contract with suppliers to deliver on Saturdays. Reduced congestion and improved timely receipt of inventory.
CAREER HISTORY
General Manager, Bob’s Stores, 2007 to 2010. A $300M retail apparel company. Recruited from Target to manage overall operations including customer service, pricing, purchasing, merchandising and payroll. Trained and conducted evaluations of employees. Managed P&L including a $10M+ overall budget. Oversaw 55 total staff.
Executive Team Lead, Target, 2006 to 2007. Hired to direct replenishment process for ‘High Risk’ location. Designed and implemented system improvements to logistics, inventory, purchasing and merchandising. Oversaw recruitment, training and development of employees. Led customer service enhancements. Directed $50M budget and 22 total staff.
Store Manager, Bed, Bath & Beyond, 2001 to 2006. Recruited to improve operations including sales, customer service, operations and P&L. Directed management development program. Implemented sales and marketing campaigns, improvements to purchasing, inventory and logistics. Managed $11M budget and 50+ employees.
Earlier: Assistant Store Manager / Operations Manager, Home Depot Garden Department for over 10 years.
Additional information: In my free time I enjoy skiing, basketball, major sporting events and family activities. I also coach youth baseball and volunteer for Special Olympics. I am currently pursuing my M.B.A.in Sales Marketing at Albertus Magnus College.
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