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General Manager Resume Example

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GENERAL MANAGER
Summary

Highly driven General Manager successful at implementing strategic approaches to drive profitability and sales. Recognized for performance excellence in customer care, performance and operations. Successful at motivating, training and developing team members to drive profitability in a highly competitive environment, as well as developing talent for career progression.

Skills
  • Top talent recruiting, hiring and retention
  • Cross-functional team management
  • Customer experiences
  • Communication skills
  • Leadership and team building
  • Team building and motivation
Experience
General Manager
Mesa, AZVerizon/Aug 2019 to Current
  • Managed and improved requirements, gaps analysis, training and development and new program rollout resulting in best in class results throughout the company.
  • Oversaw all corporate communications to streamline data and information sharing initiatives.
  • Implemented effective customer service surveys to encourage feedback.
  • Delivered exceptional client experiences through hands-on leadership of associates and managers.
  • Participated in organizational transformation and implementation activities to monitor corporate restructures.
  • Managed shrink processes and inventory levels for corrective action planning to save costs.
  • Trained, managed and motivated employees to promote professional skill development.
  • Established clear performance goals and metrics for revenue, P&L, customer service and customer retention.
  • Coached and developed many internal candidates for promotion to general management.
  • Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
  • Developed and optimized store schedules to meet expected coverage demands and maintain optimal service levels.
  • Oversaw inventory management through cycle counts, audits and shrinkage control.
  • Conducted staff evaluations and determined promotions and realignments or reductions in workforce.
  • Collaborated with operations team to develop strategies and store layout to drive profitability.
  • Coached and empowered employees by creating and sharing motivational vision plans.
  • Strengthened work flow productivity by hiring, managing and developing top talent.
  • Trained employees on store security, monetary procedures and customer service expectations.
  • Hired, trained, evaluated performance and enforced disciplinary actions for both leadership and associates.
Solutions Manager
Mesa, AZVerizon/Jun 2014 to Jul 2018
  • Planned, implemented and integrated updated system-oriented projects in order to streamline sales process.
  • Cultivated product and service roadmaps based on customer trends and organizational expectations.
  • Developed and collaborated with GM action plans to maintain consistent performance and customer experience.
  • Set schedules and delegated assignments based on team strengths to optimize floor coverage and service levels.
  • Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
  • Assisted in overall day-to-day operations of store, including continuous development of effective store associates to achieve desired sales and results.
  • Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
  • Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
  • Encouraged professional growth and talent development in associates to increase performance in all areas.
Solutions Specialist
Mesa, AZVerizon/Apr 2008 to May 2014
  • Mitigated obstacles efficiently to improve overall customer satisfaction ratings.
  • Troubleshot customer devices and diagnosed malfunctions.
  • Identified customer needs to deliver relevant product solutions and promotions and meet target budgets.
  • Fostered relationships with customers to expand customer base and enhance loyalty and retention.
  • Built and maintained effective relationships with peers and upper management to drive team success toward common sales, service and operational goals.
  • Provided every customer with comprehensive assistance upon entering store through merchandise selection and completion of purchases.
Customer Service Representative
Chandler, AZVerizon/Jun 2005 to Mar 2008
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
  • Achieved high sales percentage with consultative, value-focused customer service approach.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Consulted with customers to determine best methods to resolve service and billing issues.
Education and Training
High School DiplomaEl Dorado High SchoolJun 2004Chandler, AZ
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Resume Overview

Companies Worked For:

  • Verizon

School Attended

  • El Dorado High School

Job Titles Held:

  • General Manager
  • Solutions Manager
  • Solutions Specialist
  • Customer Service Representative

Degrees

  • High School Diploma

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