Customer Service Manager
Resume:
Jeffrey L. Horton
**** *. ****** ******* **** Niota, IL 621358 217-***-**** **********@*****.***
Retail / Customer Service Management
Retail management professional highly experience overseeing the operations of top performing mega and big box stores. Seeking to leverage experience in a customer service position at the supervisory level offering broad capabilities and a well-defined management style. Core competencies include:
Retail Store Management
HR / Staff Training and Management
Cost-saving Initiatives
Sales Analysis & Reporting
Budget Administration
In-Store Merchandising
Purchasing/Inventory Control
Payroll Management
Marketing/Advertising
Vendor Selection / Relations
Loss Prevention /Shrinkage
Territory Development
Professional Experience
Puroclean Franchisee – Niota Il 19971998
Operated home cleanup business didn't have enough capital and health issues caused it to close
Store Manager BIG LOTS, Burlington, IA 1998-1997
Manage total store operations for this retail closeout chain with 1,400 stores in 47 states, in with full responsibility for Consumables, House & Home, Seasonal, and Toys Departments.
Formulate creative in-store merchandising strategies to effectively promote name brands and general merchandise, including furniture by Ashley and Serta mattresses.
Oversee employee recruitment, interviewing, hiring, training, and performance evaluations with added responsibility for the daily selection of Manager-of-the-Day (MOD).
Sustain a customer-focused store culture to facilitate a pleasant shopping experience.
Enforce heightened loss prevention procedures that have significantly reduced shrinkage rates.
Plan and track budgets, monitor and report daily sales activities, and process employee payroll.
Maximize employee potential and minimized turnover rates by maintaining open-door policy that encourages employee input and promotes a team spirit in the workplace.
Serve as direct contact for all concerned to resolve problems communicated by the main office.
Conduct in-store retail management and employee development seminars on topics that include sales and customer service management, product knowledge, store operations, and safety issues
Ensure compliance with corporate guidelines and investigate sexual harassment claims.
Select Achievements
Achieved top profit percentage for the district in the first year managing the store.
Led the planning, completion, and opening of Burlington store with an emphasis on inventory, promotional displays, in-aisle merchandising, plan-o-grams, staffing, and store promotion.
Successfully promoted two assistants to store manager level; provided training and support.
Consistently achieve high performance ratings in the top 25 percentile for engagement of employees for all retail stores and customers for all U.S. companies according to a Gallup survey.
Rank 1 of 350 accident-free stores in 2005; historical record during tenure includes one employee accident in 18 months and zero customer accidents for the past five years.
Jeffrey L. Horton
Resume, Page 2
Assistant Manager WAL-MART, Burlington, Muscatine and Keokuk, IA / Viroqua, WI 1996 - 1998
Co-managed day-to-day operations of this big box store, in charge of staffing, budgets, merchandising, inventory control, vendor relations, customer service, and loss prevention.
Served as liaison between store manager, corporate, and vendors to resolve diverse issues.
Oversaw employee recruitment, interviewing, hiring, training, and performance evaluations as well as the handling of sexual harassment investigations.
Implement racetrack management procedures to promote the sale of high margin inventory.
Prevented the occurrence of overages through verification and approval of incoming shipments.
Served as lead fixture assistant on during the remodeling of the Burlington store.
Administered the award of college scholarship to employees in several stores locations.
Organized charitable events in collaboration with local fire departments, including Children’s Miracle; solicited the participation of area businesses to donate exhibits and amusements.
Represented Wal-Mart as a member of the United Way Advisory Board in Peru, IL
Assistant Manager Pamida, Fairfield, IA 1984 - 1996
Managed front- and back-end store operations for this regionally leading retail pharmacy chain.
Supervised the merchandising and inventory control of hardlines and softlines products.
Coordinated the verification and stocking of daily shipments and reduced shrink.
Hired, trained, supervised, and evaluated employees at the store level.
Interfaced directly with the customers, vendors, and sales representatives.
Participated in store remodels and the set up store locations for grand openings.
Education
Quincy University, Quincy, IL
BS Business Administration
Recipient of Department Award for Academic Excellence
Computer Skills
MS Word, Excel; Point of Sale (POS)
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