Dependable Retail Manager with 20+ years of management/customer service experience, dedicated to continuous process improvement in the face of rapidly evolving and changing markets. Enthusiastic team player with a strong work ethic and complex problem solving skills.
Excellent customer service skills
Hourly shift management
Outstanding communication skills
Staff training and development
Superb time management skills
Strong leadership skills
06/2004 to 11/2015
Store Manager7-Eleven Inc; – Dallas, Texas
Managed staff of 8 sales associates, 2 team leaders and 2 assistant managers.
Assigned employees to specific duties to best meet the needs of the store.
Scheduled and led monthly store meetings for all employees.
Implement and execute monthly promotions.
Payroll, Labor forecast and employee scheduling
Increased sales by 18% or more quarter after quarter for 3 years straight.
Managed controllable earnings while increasing gross profit by 8% or more for 2 years straight.
Trained and mentored franchisees and managers on operational management
Hired, trained and coached employees
Modeled excellent customer service and handled customer complaints resolution for multiple stores in my sub-group
Managed multiple stores with 30 employees occasionally
Assisted other store managers and franchisees with financials and merchandise reports
P&L analysis and inventory management
Routine inspection of facilities to ensure company cleanliness and safety standards are met
Played a critical role in the acquisition of a competitor and subsequent integration of their processes with ours.
11/2001 to 02/2004
General Manager - Multi StoreBP Oil Company – Houston Texas
Inspected facility and grounds to make sure they meet company standards.
Recruited qualified associates for all the stores
Managed a group of 3 stores within a 5 mile radius.
Part of the team that rolled out the ultra modern BP Connect stores
Customer service and customer complaint resolution
Meeting or exceeding budget for sales while staying under budget labor hours
P&L analysis and inventory control
Cash handling and on-time bank deposit
Conducted monthly staff meeting to review sales goals vs performance
Training and coaching of associates
Payroll, labor forecast and employee scheduling
Supervised a team of 40 employees
05/2001 to 11/2001
Asst. Grocery ManagerWinn-Dixie – Hialeah, Florida, United States
Stocking and rotation using FIFO guidelines.
Quality assurance and vendor liaison.
Inventory control and management.
Meeting departmental goals
Assisting with the upkeep of the store
04/1996 to 10/2000
Operations ManagerNext International Limited – London, UK
Modeled excellent customer service skills
Logistics and Inventory control
Shipping and handling of goods
Customs liaison and documentation
Manufacturer liaison and inspection of products
Supervised a team of 12 associates.
Established operational objectives and work plans and delegated assignments to associates
Promptly responded to inquiries and requests from prospective customers.
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Bachelor of Science: Biological ScienceUniversity of Port Harcourt - Rivers State, Nigeria
Post Graduate Diploma in Management: Business ManagementLagos Business School - Lagos, Nigeria
Business Development: Played an important role in the acquisition of Exxon Mobil stores. Established and managed partner relationships on a daily basis
Staff Development: Trained newly acquired Exxon Mobil managers in processes and systems used by 7-Eleven Inc
Customer Service: Ensured superior customer service by empowering employees to make it right with the customer, that no customer should leave unhappy.
Won multiple company achievements awards for increase in sales over prior years