Manager Customer Service

Duglas Martinez ** Coolidge St., Haverstraw, NY **927

845-***-**** (H) *************@*****.***

845-***-**** (C)

EXPERIENCED STORE RETAIL MANAGER

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EXPERIENCE:

SEARS HOLDINGS NY

OPERATIONS MANAGER July 2012- Present

• Coordinate, manage and monitor the workings of various departments in the organization.

• Review financial statements and data. Utilize financial data to improve profitability. Prepare and control operational budgets. Control inventory. Plan effective strategies for the financial well-being of the company.

• Improve processes and policies in support of organizational goals. Formulate and implement departmental and organizational policies and procedures to maximize output. Monitor adherence to rules, regulations and procedures.

• Plan the use of human resources. Organize recruitment and placement of required staff. Establish organizational structures. Delegate tasks and accountabilities. Establish work schedules. Supervise staff. Monitor and evaluate performance.

• Coordinate and monitor the work of various departments involved in production, warehousing, pricing and distribution of goods. Monitor performance and implement improvements. Ensure quality of products. Manage quality and quantity of employee productivity. Manage maintenance of equipment and machinery. Provide technical support where necessary.

• Manage customer support. Plan and support sales and marketing activities.

• Liaison with top management. Assist in the development of strategic plans for operational activity. Implement and manage operational plans.

BJ’S WHOLESALE CLUB NY

Assistant Manager Dec 2011- July 2012

• Responsible for compliance with policies and procedures-. Some of which may include; shrink, expense control, labor scheduling, payroll, cash control, inventory control and merchandise replenishment.

• Ensure that the Club’s building, equipment, furniture and fixtures are properly maintained and in working order.

• Select, train, develop, assign work, monitor and evaluate performance of the Team Members as assigned.

• Perform “Manager of Duty” functions and other management responsibilities in the absence of the Store Manager.

• Ensuring store is “audit ready” at all times. Includes- Operations, Human Resources, Loss Prevention, Receiving, Sanitation

CVS CAREMARK CORP. NJ & NY

Store Manager 2003-Oct 2011

• Management of all store operational issues, to include store maintenance, store administrative responsibilities, product inventories, price changes

• Demonstrate integrity, honesty, and knowledge that promote the culture, values and mission of Company

• Recruit, hire, train, assess and advise employees. Schedule, organize and direct responsibilities

• Provide oversight of the day to day operations of the store

• Instrumental in store remodels and store specific resets

• Supervise and physically manage weekly warehouse deliveries that averaged fifteen pallets

• Prepared new stores for their grand openings

• Coordinated projects that included relocation of store sites.

• Conduct employee performance evaluations and develop individual improvement plans.

• Effectively manage employee turnover. Create a positive working environment and address employee issues in a timely and appropriate manner

• Provide prompt, courteous customer service and professionally resolves customer issues

• Ensure interior and exterior of store is maintained to company standards

• Employ labor management tools, including efficient scheduling, to increase profitability, productivity, and margins

• Provide support to store employees to encourage ownership for their career development and individual performance plans

• Provided training and professional development to staff

• Sales and “bottom-line” profits of the store

• Correspond, execute, and manage marketing and merchandising programs

• Ensure employee awareness of safety and emergency procedures

• Maintain and utilize surveillance equipment

• Oversee store revenue, including cash handling, deposit reconciliation and overall fiscal accountability

• Implement and monitor loss prevention and shrink programs

• Work collaboratively with pharmacy staff to create and maintain a strong team environment

• Develop partnerships with local agencies to create and support a loyal customer service base

• Hold regular store meetings

• Participated in company-wide initiative with ALS and St. Jude’s to provide financial support

• Responsible for oversight in store and outside vendor billings

CVS CAREMARK CORP. NY

Assistant Store Manager Aug 2000-2003

• Communicate clearly, concisely and accurately in order to ensure effective store operations

• Filter communication to the employees as directed by the store manager

• Facilitate conversation with customers to recognize customer needs and the needs of the community in which the store is located

• Assist store manager in implementing new initiatives by developing action plans that meet organizational goals

EDUCATION:

Rockland Community College 1999-2001

Major: Business Administration 45 Credits

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