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Yyyyyy x. yyyyyy

- 922 Willow Ridge Dr Ÿ XXXXXX, PA xxxxxx ( (xxx-xxx-xxxx *


Retail Sales Customer Service People Management


Qualifications Profile


    Self-assured, dynamic, and market-driven management professional with more than 20 years providing high-performance sales & marketing, customer service and business management in the retail industry.

-    Strong passion for building professional relationships and delivering outstanding customer service across various groups of businesses at Barnes & Noble involving toys, games, books, cafe, music, etc.

-    Proven reputation in reviving non-performing sales outlets to reach top ranking sales performance at Toys R Us and Linens N Things.

-    Led and developed new hires who were eventually promoted to Store Managers through exceptional performance.

    Proven flexibility and adaptability with quick learning abilities to reach high productivity levels in fast-paced work environments and new or demanding assignments.

    Well-organized and resourceful with multitasking skills that optimize limited resources to achieve outstanding results.

    Strong people management and interpersonal communication skills that inspire customer confidence while forging teamwork synergies with colleagues across diverse ethnicities.


Key Expertise


Sales Management

    Marketing & Sales (Trad. & Online)

    Retail Sales Management

    Customer Service Management

    Relationship Management (Customers, Public, & Suppliers)

Business Operations Management

    Strategic Planning & Execution

    Fiscal & Budget Management

    Process/Workflow Improvement

    Inter-Office Coordination

    Negotiations & Diplomacy

    Vendor/Contract Management


    Personnel Administration

    Manpower Sourcing & Recruitment

    Performance Appraisal

    Staff Supervision & Training


Professional Experience


Barnes & Noble 2006 2011

General Manager - Lancaster, PA

    Managed front- and back-office operations, supervising a team of 58 employees across several departments handling general reading materials, toys, music, caf , and juvenile books.

    Motivated and developed staff to deliver outstanding customer services in meeting sales targets promoting and selling member/loyalty cards, and processing customer membership in the Kid s Club reward program.

    Recruited, trained, and supervised outside salespersons to work with schools and businesses in the area.

Store Manager - Camp Hill, PA

    Managed store operations while serving as a mentor and training manager with focus on identifying, retaining and developing talent through career movement planning for 45 employees and 8 managers.

    Trained, motivated and supervised an entire store management staff hired for a new store opening.


Toys R Us Ÿ Harrisburg, PA 2004 2006

Store Director

    Provided strategic and tactical directions in managing store operations, overseeing business planning and customer service, while ensuring compliance to company marketing initiatives.

    Reviewed and analyzed historic sales information to forecast trends and assist in budget development

    Oversaw recruitment and development of sales team focused on customer service in growing sales.

    Revived a non-performing branch from bottom to the top 100 in the company s Operational Scorecard, a report that measured 12 key performance indicators, becoming one of 7 stores in the region to beat sales budget for first half of 2006 and one of 2 stores in the district to beat LY sales 2006.


Linens N Things 1996 2004

General Manager - Xxxxxx, PA

    Managed store operations, overseeing merchandise presentation, store setup, and ensuring compliance to company marketing initiatives.

    Developed and implemented successful marketing plans and strategies that maximized sales.

    Reviewed and analyzed historic sales performance for budget development, recommendations on store performance, and developing more effective store policies and procedures.

    Assisted Merchandise Managers with training and managing employee performance, providing marketing and sales guidance to ensure peak performance in meeting sales targets.





Yyyyyy x. yyyyyy

- 922 Willow Ridge Dr Ÿ XXXXXX, PA xxxxxx ( (xxx-xxx-xxxx *


Professional Experience (continued)


Linens N Things (continued)

General Manager - Falls Church, VA

    Drove an underperforming branch store with a negative 11% sales slump from the previous year to grow by 4.4% in sales revenue for the last 7 months of that fiscal year.

    Created and implemented a sales clearance location distinct form regular store items to move off-aged merchandise. Delivered outstanding sales performance for a store open only for 24 days throughout the second half of the year.

Senior Merchandising Manager - Rockville, MD

    Assisted the General Manager, sharing responsibilities in all areas of store and merchandising operations

    Oversaw store-front merchandise displays and in-store presentation for optimum visibility to walk-in customers

    Reviewed and analyzed current and history sales performance to forecast trends and address/remediate underperforming sales areas.

    Managed HR support in staff recruitment, training, and severance.

    Provided inventory management support to ensure high availability of fast-moving items.

Senior Merchandising Manager- Pentagon City, Arlington, VA

    Served as the assistant to the General Manager providing oversight in HR support, inventory management, and compliance with service quality standards and standard operating procedures.

    Managed front-store merchandise displays and presentation to maintain high visibility of merchandise items.

    Attained store sales of over $1M for its electrics/appliance department in 2000.

General Manager - Barboursville, WV

    Provided strategic oversight in branch operations, with focus on merchandising visibility, market and sales planning, in-store functional and aesthetic set-up and presentation, and staff development.

    Hired, trained, and supervised an entirely new staff of 5 managers to support a new store opening, 3 of whom achieved exceptional performance to become Store Managers in succession and in other branches.

Merchandising Manager Cary & Winston-Salem, NC

    Managed routine merchandising operations of several departments, supervising sales associates, facilitating the flow of freight and maintaining signing as well as pricing integrity.

    Served a vital role among a team of managers tasked with improving sales in underperforming branches throughout the district, ensuring consistent compliance with service quality standards and performance metrics to achieve sales targets and growth objectives.

    Assisted in managing merchandising operations for 3 new store openings.


Education & Credentials


B.S. in Business Administration, WEST VIRGINIA UNIVERSITY

Community Involvement

    Member: Board of Directors, Manchester Township Athletic Association (MTAA).

Assisted in managing a youth baseball organization (ages 6-12) involving about 200 participants.

Served as General Manager of the T-ball league.

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