Dedicated Manager with 19 years of experience in retail and food service settings. Consistently achieves record-high customer satisfaction rankings, shows substantial improvements to the bottom line, and successful in strategic development and turnaround of underperforming operations. Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and store operations policies. Management Trainer Complaint Handling & Resolution Retail Operations Management Customer Satisfaction Enhancement Total Store Supervision Sales & Gross Profit Improvement Teambuilding & Training Cost-Reduction Strategies Order Fulfillment
Customer Service Manager, 07/2012 to Current Shopko
Supervise all front end operations, oversee store operations, and provide Human Resources for the entire store, which employs over 100 teammates.
Responsible for hiring and providing orientation and training for new teammates in all departments of the store.
Act as an onsite Human Resource manager.
Answer all questions, provide all needed information, and be hands on in all teammate development.
Provide daily, weekly, monthly, and annual performance analysis and reviews for each teammate and supervisor.
Handle teammate confrontation, hold difficult conversations, and conduct terminations.
Forecast sales and develop schedules accordingly to maximize profit and minimize expense.
Maintain front end operations daily and be successful in passing annual audits of operation.
File paperwork and follow retention schedules per state and company standards.
Work with Loss Prevention daily to ensure policies and procedures are met.
Assign work load to a variety of departments to ensure productivity runs at a high level of effectiveness.
Hold the ability to exercise sound judgment when receiving assignments in the form of results expected, due dates, and general procedures.
Analyze all business reports and information and make good decisions to ensure business operations are successful.
Control budget and expenses to produce higher gross profit margin.
Manage and develop groups of managers in the store including pharmacy and optical departments to ensure their effectiveness and contributions to the store are met.
Conduct all necessary trainings to ensure not only company training needs are met but state standards are being followed and required codes maintained.
Order and control inventory by utilizing a wide variety of reports and systems and maintain accuracy in all functions.
Store Leader, 05/1995 to 05/2012 Kwik Trip Inc
Promoted to manager position to recruit, train and supervise 25+ coworkers.
Foster an environment in which guests enjoy high levels of service and employees are motivated to deliver top performance.
Manage all operations to ensure friendly and efficient transactions at checkout.
Successful each month in achieving budgeted gross profit and sales.
Recruit, hire, and train coworkers.
Able to maintain under 4% turnover over last 8 years Responsible for HR situations including but not limited to, difficult conversations, confrontation, and terminations.
Provide excellent guest-satisfaction and service; ensure the swift resolution of guest issues to preserve guest loyalty while complying with company policies.
In charge of all areas and aspects of the store including ordering, preparing sales strategies for upcoming sales and events.
Travel and help to train other Store Leaders to be effective leaders.
Successfully lead Grand Openings of new stores.
Keep inventory shrink to an accepted level Control Shelf audit standards and merchandising standards to an acceptable level Control Product level to remain within standards.
Achieve daily, weekly, and monthly budget goals Hold effective informative meetings with training.
Ability to collect information from reports, records, or other available sources, establish the accuracy and summarize the information into meaningful results.
Ability to exercise sound judgment when receiving assignments in the form of results expected, due dates, and general procedures.
Create schedules and work a variety of shifts maintaining 50+hrs per week.
Maintain the capability to work in a fast paced environment while maintaining ability to multitask successfully.
Run and operate successfully, one of the highest sales volume stores in a company with approximately 400 locations.
With an average of $1.1 million in sales per month in the specific location.
Service Desk Manager, 01/1993 to 01/1995
Advanced to increasingly responsible positions, culminating in management role with oversight of service desk as.
well as help in cashier schedules and training.
budget, business operations, cashier, fast, gross profit, hiring, Human Resource, Human Resources, HR, inventory, Loss Prevention, meetings, merchandising, performance analysis and reviews, policies, profit, receiving, sales, sound, supervisor, swift
UWSP : Stevens Point
2 years Business Mgmt.
I am an extremely dedicated and hardworking individual with the energy and drive to succeed at any task put forth to me. I am extremely respected, well known in my community, and willing to provide excellent references.