Dedicated General Manager with 10+ years of experience in retail and sales. Consistently achieve record-high sales and sub-metric rankings, improvements to the bottom line and turnaround of 2 separate 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.
Areas of Expertise
Customer Service Management; Complaint Handling & Resolution; Retail Operations; Management; Customer Satisfaction Enhancement; Front-End Supervision; Sales & Margin Improvement; Teambuilding & Training; Cost-Reduction Strategies; Order Fulfillment
Guitar Center — Villa Park, IL 10/01 to Present
General Manager, 12/05 to present
Sales Manager, 01/05 to 12/05
Assistant Manager, 01/02 to 01/05
Guitar Accessories Sales, 10/01 to 01/02
Promoted to manager position to recruit, train, and supervise 20+ sales associates and operations team. Foster an environment in which customers enjoy high levels of service and employees are motivated to deliver top performance. Manage front-end operations to ensure incredible customer experiences for every customer whom comes into the store or calls on the phone. Selected Contributions:
? Won Sales Award’s for instrumental role in driving record-high sales increases, propelling store to improve ranking in district, region, and chain in 2008 & 2009.
? Elevated store’s pro coverage attachment from 18 to 30%+ within two years; ranked number 1 in the chain for pro coverage attachment in November of 2009.
? Charged with turning around under-performing stores in Flint, MI and Villa Park, IL, Trained sales associates and managers in the struggling stores, and contributed to significant improvements in guest satisfaction and sales.
? Exemplified the second-to-none customer service delivery for which Guitar Center is renowned in all interactions with customers.
Education and Training
University of Phoenix — Warrenville, IL campus 5/09 to present
Earned 81 credits; global business management
Training: Concentration on fundamental principles and practices of conducting global business activities, the curriculum within this concentration includes international marketing, international trade and investment, global finance, global human resource management and global value-chain management
Hobbies & Skills
Active musician plays Guitar, Bass, Keyboards, and various Percussion instruments. Self released hard copy CD in April of 2011.
Tech savvy and proficient in Office. Quick, adaptable, and agile in learning ability for new skill sets.