Organization/Team Development ~ Strategic Planning ~ Turnarounds/Consolidations/Start-Ups Dynamic and resourceful business professional with 15 years of experience building and managing high-volume customer service and retail organizations. Proven track record of delivering consistent gains in sales growth, customer satisfaction, and employee retention through expertise in work processes, data measurement and analysis, and work process improvements. Well adept at working effectively both independently and collaboratively as part of a cross-functional team in challenging and fast-paced environments. Excellent interpersonal and communication skills to easily interact with management and individuals from diverse backgrounds as well as build productive working relationships with others. Key Qualifications: Articulate communicator and effective trainer with a management style that focuses on matrix teamwork and clearly defined mission and values for buy-in at all levels. Recognized for ability to consistently increase sales, cut costs, stimulate underperforming teams, and win/maintain customers in highly-competitive environments. Respected people and project management leader with a keen ability to develop and motivate team members to efficiently accomplish targeted business and project objectives. Operational Analysis/Planning Budget Tracking/Cost Controls Written/Oral Communication Data Analysis/Problem-Solving Flexible/Responsive to Change Staff Recruitment/Selection Human Resources Management Sales Management/Strategies Performance Management Vendor Development/Relations Client/Customer Relationships Team Leadership/Mentoring
MS Office applications with extensive knowledge of ERP/HR proprietary software.
Store Manager January 2002 to January 2014HEB Grocery Company － Houston, TX
Accepted into Company fast track management program in 2004 due to exemplary performance.
Rotated through several departments in preparation for store management role.
Provided leadership for several low to mid-volume stores with staff sizes ranging from 75 to 250 plus.
Currently manage and oversee all day-to-day store operations including full P & L responsibility for each department as well as sales, merchandising, customer service, staffing, training, gross profit margin, and cost control.
Resolving simple, informal employee complaints and providing information to the supervisor regarding issues such as work progress, employee performance, training needs, conduct issues, etc.
Composing and/or preparing a variety of correspondence, forms, reports, and other documents Preparing in-processing forms, assisting with orientation, and establishing personnel records for new hires Advising employees regarding various employment benefits (health insurance, life insurance, retirement deductions, etc.) Counseling separating employees regarding issues such as benefits and re-employment eligibility and preparing separation packages Maintain operations by coordinating and enforcing all programs and personnel policies and procedures.
Implement marketing changes by reviewing operating and financial statements along with sales records.
Accountable for recruitment process including interviewing, selecting, hiring, training, and terminating.
Plan and prepare weekly work schedules as well as assign employees to specific job responsibilities.
Attentively listen to and resolve customer complaints regarding service, product, or personnel issues.
Prepare sales and inventory reports for management and budget department review and analysis.
Confer with company management to develop methods that increase sales and promote business.
Establish and implement various policies, goals, objectives, and procedures for store departments.
Develop staff by coaching, counseling, mentoring, providing feedback, and disciplining as required.
Distributing workload, providing training and technical direction, and ensuring completion Achieve all financial objectives by preparing budgets, controlling costs, scheduling expenditures, analyzing variances, and initiating corrective actions.
Secure merchandise by implementing various loss prevention and security systems and measures.
Ensure availability of merchandise and services by approving vendors and maintaining inventories.
Study trends, formulate pricing policies by reviewing merchandising activities, determine additional needed sales promotions, and authorize clearance sales.
Protect employees and customers by providing and ensuring a safe and clean store environment.
Selected Accomplishments: Increased company revenue by 0.52% ($103,000) within 1 year after taking over leadership.
Earned and received an award for Best Sales Increase in 2010 for Region at 6.80%.
Successfully increased customer count by 4.51% in 2010.
Received The Best Grocery Store in East Texas award for 2009.
Client Service Manager January 2001 to January 2002American General Life Insurance Company － Houston, TX
Recruited to revitalize the call center operation, improve customer satisfaction, and drive forward a number of innovative performance improvement programs.
Coached and empowered a customer service staff of 20.
Directly responsible for administering retirement benefits to over 100,000 clients.
Introduced and established one-on-one performance management training program delivering strong gains in quality, productivity, and efficiency of operations.
Created and implemented a quality awareness program, driving quality service levels from 77% to 90%.
Improved relationships between corporate and remote call center personnel through the facilitation and support of a shared work program.
Monitored productivity of customer service representatives and generated reports for review by staff.
Determined work procedures, prepared work schedules, and expedited workflow for greater efficiency.
Forecasted volumes of calls and manpower requirements to improve overall call center effectiveness.
Maintained and ensured harmony among workers and quickly resolved any problems or grievances.
Trainer/Team Leader/Coach and Customer Service Representative January 1997 to January 2000Hewitt Associates － The Woodlands, TX
Progressive four-year tenure highlighted by a series of increasingly responsible assignments based on exemplary training, coaching, and leadership skills and abilities.
Recruited as a Customer Service Representative and quickly promoted to Coach which included mentoring and training 30 management and support staff in benefits administration within a customer service center environment.
Documented and standardized processes and procedures as a benchmark for service, productivity, and quality.
Conceived, developed, and implemented first coaching tape that was adopted company-wide and utilized as an effective hiring tool for new coaches.
Achieved "100% in Customer Satisfaction" as a Customer Service Representative, the first ever to receive this company award that was voted on by peers.
Co-led the testing and facilitation of an on-line adult learning program that exceeded desired results.
Streamlined training feedback sheets process to increase input and to enhance efficiency of coaches.
Supported and assisted buddy group leaders by serving as a training and advisement mentor.
Master of Business Administration (MBA) : Management, 2004Sam Houston State University － Huntsville, TXManagement
Bachelor of Business Administration : Management, 1996University of Houston － Houston, TXManagement