Years of Multi Unit Management
Brian J. Small
Innovative Multi Unit leader
New Braunfels,Texas
Summary
Veteran leader with top-level skills geared toward achieving all goals and initiatives of the company.
Likeable personality and customer-focused background coupled with an expertise in developing leaders and expanding the company blue print in the market place.
Proven track record for rejuvenating down trending markets and creating a team culture geared toward success across all locations.
I'm ready to tackle new challenges and build success with an exciting organization.
Overview
6
6
18
18
Years of Traditional Retail
Work History
Regional Operations Manager
SAS RETAIL SERVICES
Chicago, IL
04.2019 - 09.2021
- Traveled to 6/8 locations per week, 28 total each month to manage each store and perform store visits and team performance.
- Devised processes to boost long-term business success and increase profit levels.
- Suggested corrective services to handle customer complaints.
- Hired and trained 40 new employees in 2019.
- Helped plan marketing strategies for great efficiency and collaboration in each store.
- Trained new employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Eased team transitions and new employee orientation through effective training and development.
- Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
- Developed and implemented high-quality work environment as measured through employee satisfaction ratings.
General Manager
DMIT, Staples
Highland Park, Illinois
04.2018 - 04.2019
- Led merchandise sales, print, marketing services and retail operations with team average of 50- 75 at peak season
- Consolidated client satisfaction and retention by improving customer experience and enforcing quality customer value in services provided
- Oversaw store operations through effective delegation and management of work, employees, time, and resources
- Coached and developed each team member to use consultative selling and total solution techniques
- Efficiently handled cash deposits, outflow, daily balance record
- Ensured store compliance with all safety procedures
- Frequently and accurately documented individual Management and Associate performance, administering Action plans to develop individual skills and growth
- Managed budget implementations, employee reviews, training, schedules and contract negotiations.
- Developed and maintained relationships with customers and suppliers through account development.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures and technology systems.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
District Store Manager
Toys R Us
Naperville, IL
09.2016 - 04.2018
- Spearhead top notch services by supervising average team of 100-200 during peak season in providing best-in-class service
- Oversee store's daily operations, high-volume customer service, profit and loss management as well as setting, monitoring, and driving sales goals
- Established a customer-centric culture of communication, collaboration, & accountability resulting in top tier performance and rave industry reviews
- Maximized performance in customer service, revenue generation, and daily tasks such as stocking and receipt tracking by scheduling, training, and coaching employees
- Increased customer satisfaction and bottom-line revenue with help of other managers, by expanding product lines, offering special promotions and building loyalty club membership
- Maintained proper inventory by proficient ordering of seasonal and vendor products, and ensured accurate counts in each department
- Preserved expenses below budget due to controlled use of payroll hours and company standards
Skills
- Strategic Vision
- Customer Loyalty
- Process Development and Streamlining
- Market and Competitor Research
- Business Growth Initiatives
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There’s no shortage of remarkable ideas, what’s missing is the will to execute them.
Seth Godin
Timeline
Regional Operations Manager
SAS RETAIL SERVICES
04.2019 - 09.2021
General Manager
DMIT, Staples
04.2018 - 04.2019
District Store Manager
Toys R Us
09.2016 - 04.2018
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