Charles Kessler
Crestview,FL
Summary
Customer-oriented Store Manager offering over 18 years of experience in retail operations, sales and service team leadership and profitability strategies. Organized and skilled at prioritizing daily tasks and following through to achieve performance and productivity goals. Recruits, trains, develops and manages team of store associates and assistant managers.
Overview
18
18
years of professional experience
Work History
Store Manager
Publix
Crestview, FL
10.2017 - 01.2024
- Created weekly work schedules for store personnel.
- Trained and mentored associates to teach daily tasks and procedures.
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Monitored employee performance and identified performance gaps for corrective action.
- Resolved customer complaints in a timely manner.
- Updated and maintained store signage and displays.
- Ensured compliance with safety regulations and company policies.
- Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
Assistant Store Manager
Publix
Mary Esther, FL
03.2011 - 10.2017
- Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
- Supervised a team of employees and provided ongoing training to ensure high levels of customer satisfaction.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
- Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity.
- Coached and developed store associates through formal and informal interactions.
Customer Service Manager
Publix
Pace , FL
08.2008 - 03.2011
- Provided exceptional customer service to ensure customer satisfaction.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Monitored staff performance to ensure adherence to customer service standards.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
Assistant Customer Service Manager
Publix
Destin, FL
03.2006 - 08.2008
- Resolved escalated customer issues in a timely manner.
- Trained new employees on company policies, procedures, techniques and customer service standards.
- Assisted customers with inquiries, complaints and feedback.
- Trained new employees on company policies, procedures and practices related to customer service roles.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
Education
High School Diploma -
Amos P. Godby High School
Tallahassee, FL05-2022
Some College (No Degree) -
Tallahassee Community College
Tallahassee, FLSkills
- Payroll Management
- Store Operations Oversight
- Talent Recruitment
- Team Development
- Operations Management
- Risk Management
- Store Merchandising
- Employee Training
- Customer Service Management
- Shift Scheduling
- Team Leadership
- Inventory Management
- Opening and Closing Procedures
- Friendly and Positive
References
References available upon request.
Timeline
Store Manager
Publix
10.2017 - 01.2024
Assistant Store Manager
Publix
03.2011 - 10.2017
Customer Service Manager
Publix
08.2008 - 03.2011
Assistant Customer Service Manager
Publix
03.2006 - 08.2008
High School Diploma -
Amos P. Godby High School
Some College (No Degree) -
Tallahassee Community College
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