Manager Customer Service

Roberto M. Deniz Jr.

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**** ******* **** *** #**** Jacksonville, FL 32224

904-***-**** (C) ***********@*****.*** 904-***-**** (H)

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Store Manager … General Manager … Department Manager

Highly esteemed leader with over 16 years of management experience in a combination of retail, production and restaurant environments. Experienced in big-ticket items including large appliances and electronics, and automotive parts. Proven history of producing award-winning results in both sales and operations. Expert in process development; consistently improving efficiency, productivity and meeting or exceeding operational objectives. Known as an effective delegator with ability to motivate staff to meet goals and exceed customer expectations. Outstanding communicator, across written and verbal platforms, with fluency in both English and Spanish languages.

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Areas of Expertise

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Operations Manager Inventory Management & Shrink P&L Management

Human Resources Shipping & Receiving Coaching & Mentoring

Financial Acumen Performance Management Strategic Planning

Market Trends Systems & Process Management Employee Relations

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Management Experience

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Advance Auto Parts, Jacksonville, FL 2010 – 2011

Assistant General Manager

Recruited to lead operations of $3.5M store as part of collaborative effort with General Manager. Responsible for managing schedule and performance of 15 employees, in addition to handling inventory management, shrink and delegation of responsibilities to ensure optimum efficiency and productivity. Position eliminated due to RIF in April 2011.

• Improved inventory availability and replenishment; identified major discrepancies in shipments from warehouse stemming from incorrect data entry. Developed new system for merchandise acquisition which simplified process to ensure correct barcode entry.

• Recognized for exceptional performance, achieved Employee of the Month within three months of hire.

• Reduced shrink rate from over 2.0% to less than 1.5% within 90 days; analyzed weekly reports to identify areas of high shrink to ensure adequate coverage and executed follow through on returns to warehouse due to incorrect shipments.

• Improved Associates’ product knowledge and customer service standards; implemented new process to facilitate training and developing understanding of required training courses for optimal performance.

• Drove profit margin to unprecedented levels by analyzing sales and store traffic trends; placed the prime number of people on the floor to meet service demands while remaining within payroll budget.

Sears Outlet Store, Jacksonville, FL 2000 – 2010

Department Manager

On boarded as Sales Associate in St Charles, IL, promoted to Department Manager at Miami, FL store in 2003 and recruited to Jacksonville, FL store in 2007. Managed White Goods Department averaging $1.5M in $4M+ annual volume outlet store offering closeout appliances at significantly discounted prices. Oversaw daily performance and sales for team of 25 Associates.

• Developed new benchmark for driving sales, motivated employees through recognition and rewards system with core focus on exceeding weekly sales goals.

• Recognized by company executives for outstanding performance; awarded Employee of the Month three times during tenure. Regarded as “a highly effective manager with exceptional skills in developing and supervising subordinates”.

• Implemented innovative campaigns to drive additional business; partnered with neighboring pizza delivery restaurant to execute advertising initiative that incorporated mass distribution by attaching store fliers to all pizza boxes.

• Drove additional sales during semi-annual Friends and Family Days; increased distribution by expanding beyond employee contacts effort included sending out invitations via email to community organizations, businesses and hotels.

Roberto M. Deniz Jr. Page 2

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904-***-**** (C) ***********@*****.*** 904-***-**** (H)

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Armour Swift Eckrich, St Charles, IL 1996 – 2000

Production Manager

Managed production staff of 50 direct reports and 100 support workers in production line, union environment. Responsible for training, safety and cleanliness, ordering product and maintaining inventory levels.

• Appointed to serve as President of Ergonomic Committee; leveraged position to lead campaign to successfully obtain OSHA certification which resulted in improved company image and significant reduction in OSHA visits.

• Met or exceeded production goals 100% of time; continuously analyzed processes and practices to determine areas requiring additional training, streamlining efforts and implementing improvements.

• Initiated machine redesign aimed to eliminate further incidents of severe injury stemming from packing machine; partnered with Mechanics to incorporate sensor and automatic shutdown on machine.

• Implemented highly effective safety program incorporating safety equipment checkpoint based on department and position requirements, sign off required prior to admittance onto production floor.

• Reduced revenue loss due to inefficient shipping practices; implemented process to ensure correct labeling prior to shipping. Eliminated incorrect addresses resulting in discarded shipments.

• Designated by Union Steward to serve as Assistant to Head Steward appointed due to solid relationship with Spanish speaking employees and valuable bi-lingual communication skills. Challenged to promote training on Union matters and workplace safety.

Burger King, Batavia, IL 1995 – 1996

Restaurant Manager

Managed day-to-day operations of $1.5M restaurant with 25 employees. Responsible for running all stations in restaurant, receiving orders, food preparation and delivery, and customer service. Oversaw all opening and end of day activities to account for all financials and performance metrics.

• Improved restaurant operations by developing highly productive employees; played key role in increasing functionality of daily store activity report. Redesign simplified report to facilitate better understanding and utilization by all levels of management.

Additional experience in managing large volumes in import/export business and with the United States Government.

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Education

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American InterContinental University, Hoffman Estates, IL

Master of Business Administration, 2006 – GPA 3.3

Bachelor of Business Administration

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