Eighteen years of retail management and operations experience demonstrating a consistent record of outstanding sales, merchandising and customer service results. Strong expertise in all areas of operations: P&L, budgeting, inventory control, staffing, training, and security. Effective communicator, leader, and problem solver who builds teamwork and possesses the initiative to exceed goals.
Collaborate with Store Manager to drive day to day sales and service activities Ensure all associates are trained on all products and qualified to be in assigned zones Execute new product launches, including services and product protection plans Create a sales-oriented environment by motivating associates to be product experts and customer focused Lead, coach, and inspire associates, while creating a culture that builds trust, brand loyalty and exceptional customer service delivery Accountable for conversion rate, Average Order Value improvement and attainment of cross selling targets Responsible for managing performance, development and recognition of associates through feedback, reviews and real time acknowledgement Drive recruitment, retention, and development of associates by participating in the interview and selection process.
Sales and Service Manager, 02/2013 to Current
Store Manager, 01/1995 to 12/2011Blockbuster L.L.C
Manager of four Atlanta locations during tenure at company, which resulted in increased revenue per location each year.
Established strong reputation as a troubleshooter for underperforming stores in district.
Responsible twice for 2 stores concurrently over 3-month period with increased sales results during busiest season for the company.
Operations Management Supervise all aspects of day-to-day performance of stores ranging from $800,000 to $1.2 million in annual revenues Implement sales, inventory control, visual merchandising, store appearance, security and administrative duties Design and execute out-of-store monthly marketing plans which involved collaborating with neighborhood businesses and schools for distribution of flyers and their participation with in-store promotions and sidewalk sales Execute all daily and seasonal marketing campaigns in compliance with company policies and procedures Staff Supervision & Training Supervise teams of up to 13 employees and 3 assistant managers Review and manage all human resource functions encompassing recruitment, interviewing, selection, counseling and terminations Evaluate and compose employee performance improvement plans and assist in career development Mentor staff to achieve performance goals and ensure productive store operations Expand selling skills of staff through role-playing and one-on-one dialogue Create an environment of loyalty and high morale that resulted in low turnover rate and a sense of ownership for employees Customer Relations & Service Foster customer relations to maximize service satisfaction to promote goodwill and generate repeat/referral business for revenue growth Monitor and resolve any service issues by listening and finding most efficient solutions Interact with up to 800 customers per week, with a customer satisfaction rating of 95% or better based on company's customer service surveys Selected Achievements Nominated for Store Manager of the Year award in 2006 for the East Region Four assistant managers under my supervision promoted to a store manager position Expanded retail sales consistently by 5%-7% each year from 1996 to 2011 Increased overall store revenues by 11% and 17.65% at two store locations Reduced and maintained shrink of 1.5% or less in all stores, including one location where shrink decreased by more than 4% in 6 months Directed store operations at store location that became the third highest revenue store in the East region with annual revenue of $1.2M in 2001 and $1.24M in 2002 Opened new store location and surpassed revenue budget by average of 12% to 15% each year from 1996 to 2001.
City Planner, 01/1993 to 01/1995High Point, North Carolina
Board of Adjustment: Conduct research on variance applications and prepare reports for the Board Prepare and deliver presentations of variance and special exception cases before the Board Planning and Zoning Commission: Investigate zoning applications; prepare rezoning, special use permit, and text amendments reports for presentation before the Commission Facilitate requests for street name changes and assign street numbers to existing and future developments; prepare reports for Commission Review site plans for compliance with Development Ordinance regulations Prepared notification letters of proposed zoning changes for distribution to adjacent property owners; sent legal and retail advertisements to newspaper for publication.
Master's:City and Regional PlanningGeorgia Institute of Technology － Atlanta, GACity and Regional Planning
Bachelor of Political ScienceFlorida State University － Tallahassee, FL
Completed various company-sponsored training courses in management, sales, customer service, staff training and development, and personnel recruiting
Master's : City and Regional Planning Bachelor of Political Science Completed various company-sponsored training courses in management, sales, customer service, staff training and development, and personnel recruiting
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