Customer Service Manager

Philip B. Zankowski

** ****** ******, ***. *, Lynn, MA 01905

Home: 781-***-**** Cell: 857-***-**** E-mail: ****************@***.***

Summary of Qualifications

Retail Manager with broad-range experience in small box specialty and large box home improvement venues ($1m and $35m annual revenue, respectively). Proven track record in exceptional customer service and profitability. Receiving, Sales, Operations, and Store Manager; District Loss Prevention and Corporate Internal Auditor. Grand opened stores, including mass hiring, orientation, and new hire documentation, on time and under budget. Proficient in: MS Word, Excel, PowerPoint, Outlook, Kronos, JDA, IMS, SAP, Brandt Cash Office, IBM 4680 POS.

Key Skills

Customer Service

Most improved store in region, 4th quarter 2009

Store achieved bronze level in region during fiscal years 2007, 2008

One of five nominees out of 225 stores in 2002, 2003, 2004 for Company Customer Service Award; achieved award in 2003

Profitability / Expense Control

Store achieved bonus in 2009 by achieving sales plan through better customer service on sales floor, employing door greeter and greeting every customer

Controlled store use via plan-o-gram of store supplies with min / max system

Reduced inventory losses by training cashiers in product awareness and common scams used by shoplifters: ticket switching, stuffing boxes, items with similar appearance

Human Resources

Mass hired for three grand opening stores

Processed new hire documentation and orientation; processed store payroll; input / edited store schedules; edited punches per company policy and state / federal regulations

Converted Computer City stores to CompUSA systems, policies, and procedures through classroom and hands-on training

Employment History

Lowe’s Home Improvement 2005–2010

Operations Manager 2009–2010

Administration Manager 2006–2009

Sales Manager 2005–2006

Manager Training Program 2005

CompUSA, Inc. 1995–2005

General Manager 2001–2005

Sales Manager 2000–2001

Operations Manager 1995–2000

Education

The Reid Technique of Interviewing & Interrogation Certification, The Reid Institute, Boston, MA

Train the Trainer Certification, CompUSA, Dallas, TX

B.S., Business Management, New Hampshire College, Manchester, NH

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