Years of competitive sales experience
ANGEL GRANTHAM
Business Owner / Operator General Merchandise and Contractual Services
Washington, DC
Summary
Astute Business Owner bringing 25 years of entrepreneurial experience. Dedicated and personable with extensive experience in Business Management, Sales, B2B, B2C, Persuasive Sales, Negotiating Sales, Retail / Wholesale Sales, Sales Operations and Personnel. Well-versed in training, educating, motivating and supporting staff members.
Executive level Customer Service Ambassador bringing top-notch skills in Increasing Profit Margins, Increasing Customer Satisfaction and Loyalty, Creating Winning Teams, Brand Marketing, Oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing passionate caring accurate service, understanding customer desires and providing customized solutions to build loyalty.
Overview
25
25
25
25
Years of B2B B2C sales experience
25
25
Years of analytical sales experience
25
25
Years of sales operations experience
25
25
Years of business operations and managerial experience
25
25
Years of Customer Service experience
25
25
Years of Customer Experience experience
25
25
Years of Conflict Resolution experience
Work History
Business Owner/Operator
A HEART TO SERVE
11.2017 - Current
- Oversees end-to-end business processes to maintain proficiency and profitability.
- Lent business acumen to meet day-to-day strategic objectives.
- Spearheads business-related aims to meet tactical planning initiatives.
- Serves as primary point-of-contact with suppliers and contractors to achieve inventory expectations.
- Devisees and deploys sales and marketing tactics to drive strategic growth and support achievement of revenue goals.
- Puts together realistic budgets based upon costs and fees for successfully operating business.
- Consulates with customers to assess needs and propose optimal solutions.
- Creates and monitor's promotional approaches to increase sales and profit levels.
- Organizes and attends trade shows and special events to showcase products, network with other businesses and attract new customers.
- Prepares bank deposits and handles business sales, returns and transaction reports.
- Conducts audit inspections and independent checks to verify parts and materials.
- Introduces new methods, practices and systems to reduce turnaround time.
- Enters income and expense details into business databases to track purchases and address variances.
- Assesses damaged materials and notified maintenance personnel of needed repairs.
- Studies market to determine optimal pricing of goods and capitalize on emerging opportunities.
- Conducts target market research to discover customer needs and analyze competitor trends.
- Evaluates suppliers to maintain cost controls and improve operations.
- Prepares annual budgets with controls to prevent overages.
- Performs statistical analyses to gather data for operational and forecast team needs.
- Achieves sales goals and increases revenue and profits through productive strategy development and organizational leadership.
Assistant Store Manager
Modell's Sporting Goods
09.2012 - 10.2017
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Promoted professional growth and facilitated talent development of each associate to drive performance excellence.
- Supervised and evaluated staff to help improve skills, achieve daily objectives and attain advancement.
- Compiled financial data to comply with budget.
- Rotated merchandise and displays to feature new products and promotions.
- Attained expert level of product knowledge, becoming go-to person for major sales and vendor negotiations.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures.
- Investigated market to identify seasonal trends and forecast consumer needs.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Directed promotion and brand loyalty efforts to build direct relationships with customers.
- Reduced company expenditures and met budget targets by closely monitoring, tracking and controlling expenses.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Reviewed sales and gross profit report to assess company efficiency.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals.
- Met or surpassed business targets regularly through employee engagement and forward-thinking planning.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
Apparel Department Manager
Modell's Sporting Goods
05.2012 - 09.2012
- Communicated best practices among on-site and external personnel to align efforts and goals.
- Performed supplier risk evaluations and supported regulatory inspections.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Used team building strategies to promote exceptional customer service and create positive environment for employees and clients.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Defined clear targets and objectives and communicated to other team members.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Implemented sales process improvement initiatives within department.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Established team priorities, maintained schedules and monitored performance.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Launched quality assurance practices for each phase of development
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Developed detailed plans based on broad guidance and direction.
- Encouraged departmental employees to present positive, exemplary image to customers.
- Managed overstocking, restocking and inventory control procedures.
- Reviewed established policies and procedures to take on temporary leadership positions, motivate employees and facilitate smooth business operations.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Head Cashier
Modell's Sporing Goods
09.2011 - 05.2012
- Helped customers complete purchases, locate items and join reward programs.
- Answered customer questions and helped find specific items.
- Helped management develop employee improvement plans and motivate team members to continually improve.
- Trained, mentored and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Oversaw weekly and seasonal merchandising and signage changes to promote specific products.
- Mentored new team members on sales software system operation.
- Built and implemented training strategies to optimize team performance.
- Maintained stock to meet expected customer demand.
- Taught employees fundamentals of register use, merchandise scanning and customer service.
- Received and processed customer payments.
- Led cashiers and associates in providing thoughtful customer service.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Alleviated customer service needs with policy-appropriate solutions.
- Evaluated presentation of checkout lanes and kept team members on top of cleaning tasks when necessary.
- Maintained and updated security protocols for front desk operations.
- Processed both cash and card purchases and returns.
- Monitored self-checkout systems and provided help in resolving complex problems.
Store Associate
Modell's Sporting Goods
05.2011 - 07.2011
- Balanced and organized cash register by handling cash, counting change and storing coupons.
- Contributed to design and setup of merchandise displays promoting key products, creating aesthetically pleasing arrangements to attract customer attention.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Answered questions about store policies and addressed customer concerns.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Greeted customers, helped locate merchandise and suggested suitable options.
- Increased sales and customer satisfaction through personalized servicing.
- Used POS system to process sales, returns, online orders and gift card activations.
- Logged reports, expenses, receipts, and sales in company database.
- Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.
- Informed customers of current store promotions to encourage additional sales purchases.
- Refunded payments for returned items, processed exchanges and offered store credit to achieve customer satisfaction.
- Worked with loss prevention in monitoring shopper behavior.
- Effectively located merchandise across various stores to address customer needs.
- Displayed merchandise by arranging in appealing ways to boost sales.
- Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Answered customer questions about products and services, helped locate merchandise and promoted key items.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Developed strong rapport with customers and created positive impression of business.
- Listened to customer needs and desires to identify and recommend optimal products.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Prioritized helping customers over completing other routine tasks in store.
- Built customer loyalty and retention by delivering excellent shopping experiences.
Store Associate
Family Dollar
07.2009 - 03.2010
- Maintained customer satisfaction with quick and professional handling of product returns.
- Balanced and organized cash register by handling cash, counting change and storing coupons.
- Contributed to design and setup of merchandise displays promoting key products, creating aesthetically pleasing arrangements to attract customer attention.
- Logged reports, expenses, receipts, and sales in company database.
- Informed customers of current store promotions to encourage additional sales purchases.
- Used POS system to process sales, returns, online orders and gift card activations.
- Displayed merchandise by arranging in appealing ways to boost sales.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.
- Greeted customers, helped locate merchandise and suggested suitable options.
- Refunded payments for returned items, processed exchanges and offered store credit to achieve customer satisfaction.
Assistant Manager
Checkers Restaurant
08.2006 - 04.2007
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Recognized staff for contributions to company success to foster engagement and increase productivity.
- Mentored team members to enhance professional development and accountability in workplace.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Compiled financial data to comply with budget.
- Created employee schedules to align coverage with forecasted demands.
- Developed organizational structure to outline and direct rules, roles and responsibilities.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Reviewed sales and gross profit report to assess company efficiency.
- Monitored security to protect employees, customers and property.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Strengthened operational efficiency to remain cost-effective while maintaining quality service.
- Developed strategy to increase sales and drive profits.
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
Education
H.D.Woodson
Washington, DCSales, Negotiating
Chapel Sales
Miami, FLSkills
- Effective Communicator and Public Speaker
- Suggestive Selling
- Product and Service Knowledge
- Persuasive Negotiations
- Offer Negotiations
- Privacy and Confidentiality
- Maintaining Clean Work Areas
- Special Requests
- Front-End Operations
- Employee Motivation and Performance
- Change and Growth Management
- Leadership and People Development
- Business Leadership
- Management Team Leadership
- Microsoft Office 365
- Intuit QuickBooks
- Records Organization and Management
- Assignment Delegation
- Administrative Management
- Customer Needs Assessments
- Integrity and Transparency
- Performance Benchmarking
- Competition Evaluation
- Departmental Coordination
- Department Oversight
- Strategic Planning
- Strategic Merchandising
- Inventory Control
- Marketing and Promotions
- Shift Scheduling
- Problem Anticipation and Resolution
- Analytical and Critical Thinker
- Operational Analysis
- Expectation Management
- Solution Innovation
- Results Orientation
- Business Administration
- Program Administration
- Program Optimization
- Staff Development
- Performance Monitoring and Evaluation
- Coaching and Mentoring
- Hiring and Training
- Team-Building Exercises
- Team Relationships
- Special Diets
- Service Delivery Oversight
- Project Requirements
- Raising Capital
- Market Trend Analysis
- P&L Administration
- Sales Growth
- Sales Training
- Sales Tracking
- Management Training
- Corrective Actions
- Store Organization
- Retail Operations
- Business Forecasting
- Sales Quota Achievement
- Cash Counting
- Money Handling
- Pricing and Markdowns
- Financial Statement Review
- Finance and Accounting Oversight
- Policy Development and Enforcement
- Payroll Administration and Timekeeping
- Shrink Minimization
- Store Opening and Closing
- Sales Report Generation
- Quarterly Reviews
- Sales Promotion
- Customer Relations
- Complaint Resolution
- Customer Service Training
- Customer Service
- Innovative and Visionary
- People and Culture
- Thrive Under Pressure
- Business-to-Business Sales
- Jewelry Design
Timeline
Business Owner/Operator
A HEART TO SERVE
11.2017 - Current
Assistant Store Manager
Modell's Sporting Goods
09.2012 - 10.2017
Apparel Department Manager
Modell's Sporting Goods
05.2012 - 09.2012
Head Cashier
Modell's Sporing Goods
09.2011 - 05.2012
Store Associate
Modell's Sporting Goods
05.2011 - 07.2011
Store Associate
Family Dollar
07.2009 - 03.2010
Assistant Manager
Checkers Restaurant
08.2006 - 04.2007
H.D.Woodson
Sales, Negotiating
Chapel Sales