Result Driven Leader with over 20 years of retail experience including 14 years of managing, leading and consistent with delivering results such as District's #1 Merchandise sales to plan store, District's #1 Credit account acquisition YTD and top 5 in the company and #2 in Profit to Plan. Received Certifications in Store Environment Presentations, Sales and Credit Accounts. A champion of developing store and district talents, Expert in overseeing operational processes and have lead the store to a proven track record of achieving exceptional results in customer service metrics.
Skills
Team Builder
Critical Thinker
Process Improvement
Operational Efficiency
Judgement and decision making
Results Driven
Strategic planner
Active Listener
Work History
04/2013 to Current
Assistant Manager of Merchandise OperationsYusen Logistics – Jacksonville, FL,
Increased daily result activities of loyalty metrics for $14 million retail store such as customer service metrics, credit account acquisitions, sales and online order fulfillments.
Evaluate reports, benchmark weekly sales and actively applying critical thinking for driving sales.
Established action plans and review targeted sales trends with leadership team to help them identify and prioritize areas of opportunities.
Determine staffing requirements, source, interview hire and trained new employees or oversee personnel process.
Developed employees with goal to promote when ready by "building strong bench". Motivate associates and leadership team to deliver company's strategy and use recognition and rewards to recognize positive behaviors and superior performance.
Oversee merchandise execution in store from in-stock level to high standards of setting floor and presentations.
Increased operations team productivity of Truck process, replenishment, pricing and signing accuracy, price changes, and inventory accuracy.
Established cash office tasks for store.
Performed safety and shrink meetings. Evaluate and review operating statement with store manager and take action to meet goals.
Conducted store visits with district staff and cooperate office.
Increased operations productivity at other store locations in district.
Trained new incoming assistant managers.
09/2007 to 04/2013
Operations ManagerStaffmark Group – Cranbury, NJ,
Shrink results 4.2% vs 5.45% first year of being operations manager of operationally challenged store.
Implemented effective processes and developed team that embraces growth mindset.
Established action plans to improve practices for following departments: back end team such as receiving and dock, front end teams such as customer service/pro desk/cashiers, inventory associates, and back office.
Developed and communicated store standards to associates.
Drive store profit levels through expense management, shrink mitigation, and operational efficiencies in all areas of store.
Responsible for store's in-stock position, customer service, supervising sales associates in selling behaviors, resolving customer issues and or concerns.
Lead store appearance; by working with key partners (store managers, field merchants, Met teams) to plan merchandise placement and signing.
Executed and enforced core safety standards and environmental compliance throughout store.
Increased profit by streamlining operations
01/2002 to 09/2007
Customer Service SupervisorHome Depot – Los Altos, CA,
As Customer Supervisor conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service through coaching them with day-to-day work.
Supported them in resolving complex problems via customer facing, phone and email.
Oversaw 10 associates including resolution expeditor, developed and managed their schedules and performance standards.
Consistent with keeping store green operationally and help minimize shrink when we got audited.
Mastered operational excellence in district, became lead in district that went to other stores to help train and develop other staff members to meet their shrink goals.
Assessed and authenticated customer exchanges, voids and returns
Created, prepared and delivered reports to various departments
Established and updated work schedules to account for changing staff levels and expected workloads
09/2000 to 01/2002
Resolution ExpediterHome Depot – City, STATE,
Responsible for customer's services to be handled efficiently from start to finish.
Handled customer's issues by using active listening and professional communication skills.
Provided end-to-end resolution using available resources.
Strategic thinking has helped Identify root causes of problems that could occur either between initial sale to customer, vendor issue and or installation issue.
Managed to help store with their bottom line by using problem solving skills and negotiate reasonable options that will be cost effective for store as well as meet customer's needs.
Coordinator between different entities for customer such as vendors, installers, their salesperson etc.
Maintained responsibility for customer issues and provided end-to-end resolution using available resources
Researched vendor options and negotiated reasonable rates and delivery schedules with vendors
Coordinated with customers and installers to schedule and execute install projects
Offered friendly and efficient service to customers, handled challenging situations with ease
Education
Expected in 1997
No Degree: Montgomery College - Silver Spring, MD, GPA:
Expected in 06/1996
High School Diploma: High Point High School - Beltsville, MD GPA:
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