Summary
Overview
Work History
Education
Skills
References
Community Leadership
Professional Development
Timeline
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CHRISTY MALDONADO

Starke,FL

Summary

Dynamic Store Manager with a proven track record at Hanleys Warehouse, driving 15% revenue growth and reducing inventory shrinkage by 22%. Expert in team building and process optimization, I excel in enhancing customer satisfaction and operational efficiency, consistently exceeding corporate KPIs while fostering a high-performing team culture.

Overview

23
23
years of professional experience

Work History

Store Manager

Hanleys Warehouse
01.2019 - 12.2023
  • Orchestrated 15% year-over-year revenue growth through strategic merchandise planning and staff development
  • Reduced inventory shrinkage by 22% through implementation of enhanced loss prevention protocols
  • Cultivated high-performing team culture resulting in 30% reduction in staff turnover
  • Streamlined operational processes, decreasing overhead costs by 18% while improving service metrics
  • Consistently exceeded corporate KPI targets across sales, customer satisfaction, and operational efficiency
  • Recognized for excellence in crisis management and complex problem resolution
  • Planned special promotions or discounts based on market trends.
  • Performed regular price checks to ensure competitive pricing.
  • Resolved customer complaints in a timely manner.
  • Recruited, trained and supervised new employees.
  • Prepared monthly reports on sales figures, expenses, profits.
  • Established customer service standards and monitored staff compliance.
  • Organized promotional events to increase product awareness.
  • Updated POS system with new products and promotional offers.
  • Monitored inventory levels and placed orders to restock shelves.
  • Maintained accurate records of employee performance reviews.
  • Conducted daily store operations, including opening and closing procedures and cash handling.
  • Created weekly work schedules for store personnel.
  • Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
  • Monitored employee performance and identified performance gaps for corrective action.
  • Preserved product quality by maintaining stockrooms and disposing of damaged items.
  • Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
  • Oversaw inventory management through cycle counts, audits and shrinkage control.
  • Reviewed customer feedback to make operational improvements and promote satisfaction.
  • Managed inventory tracking and physical inventory counts to minimize loss.
  • Identified operational issues and implemented appropriate process improvements to promote workplace safety and productivity.
  • Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
  • Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
  • Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Built relationships with key customers and stakeholders to grow business networks and locate new opportunities.
  • Trained and mentored associates to teach daily tasks and procedures.
  • Strengthened work flow productivity by hiring, managing and developing top talent.
  • Evaluated store performance and incorporated feedback to implement improvement plans.
  • Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
  • Formed and sustained strategic relationships with clients.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Delegated work to staff, setting priorities and goals.
  • Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
  • Prepared staff work schedules and assigned team members to specific duties.

Customer Service Specialist / Firearms Counter Manager

Nellis AFB Exchange
Las Vegas, NV
10.2016 - 03.2018
  • Selected for progressive advancement through multiple positions based on exemplary performance evaluations
  • Manage high-security transactions requiring meticulous attention to detail and regulatory compliance
  • Recognized with multiple performance awards for exceptional service delivery in military retail environment
  • Developed and implemented customer service protocol improvements that increased satisfaction ratings by 25%
  • Maintain perfect compliance record with federal and military regulations in highly regulated environment
  • Entrusted with oversight of sensitive inventory requiring advanced security clearance and specialized training
  • Provided excellent customer service by responding to inquiries and resolving complaints in a timely manner.
  • Generated reports on customer feedback, trends, and other metrics for management review.
  • Developed strategies for improving customer service processes based on feedback from customers and team members.
  • Conducted outbound calls to follow up on surveys or solicit additional business opportunities.
  • Collaborated with colleagues from other departments in order to resolve customer concerns quickly.
  • Provided assistance to customers in navigating website, placing orders, and resolving complaints.
  • Answered incoming customer inquiries regarding product and service information.
  • Maintained a high level of professionalism while interacting with customers via phone or email.
  • Maintained up-to-date knowledge of product features and benefits.
  • Responded to customer emails with accurate product and service information.
  • Followed up with customers after transactions to ensure satisfaction levels were met.
  • Performed data entry of customer orders into the company's order management system.
  • Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.
  • Processed returns, refunds, exchanges according to company policies and procedures.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Documented customer correspondence in CRM to track requests, problems, and solutions.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.

Assistant Manager

Pac Sun Retail Store
11.2006 - 03.2008
  • Spearheaded sales initiatives that consistently exceeded monthly targets by an average of 12%
  • Implemented staff development program that improved team performance metrics across all key indicators
  • Optimized inventory management practices, reducing stockouts by 35% during peak selling seasons
  • Recognized for excellence in visual merchandising that increased foot traffic and customer engagement
  • Developed a system for tracking inventory and ordering supplies as needed.
  • Ensured compliance with safety regulations and company policies.
  • Resolved conflicts between team members in an effective manner.
  • Communicated regularly with customers to gain insights into their needs.
  • Created reports on sales trends, inventory levels, and financial data.
  • Established processes for monitoring customer satisfaction levels.
  • Maintained up-to-date knowledge of company products and services.
  • Collaborated with management on developing strategic plans for achieving business goals.
  • Organized training sessions for new hires to familiarize them with the workplace environment.
  • Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
  • Monitored employee attendance records, timekeeping, and payroll information.
  • Conducted regular performance reviews for employees to identify areas of improvement.
  • Managed customer service inquiries and complaints in a timely manner.
  • Supervised daily operations including scheduling shifts, assigning duties.
  • Assisted in the development of operational strategies to ensure efficient and productive operations.
  • Analyzed sales data to identify trends and adjust strategies accordingly.
  • Created and managed budgets for travel, training, and team-building activities.
  • Analyzed business performance data and forecasted business results for upper management.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Proposed or approved modifications to project plans.
  • Delegated work to staff, setting priorities and goals.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.

Pharmacy Technician

CVS Pharmacy
01.2006 - 09.2006
  • Maintained 100% accuracy rate in prescription processing within high-volume pharmacy environment
  • Collaborated with healthcare professionals to ensure optimal patient outcomes and medication adherence
  • Streamlined inventory management processes, reducing medication waste by 15%
  • Ensured strict compliance with HIPAA regulations and pharmaceutical safety protocols

Store Manager

Block Buster Video
10.2004 - 07.2006
  • Transformed underperforming location into district’s top performer within 8 months
  • Increased membership enrollment by 40% through targeted community outreach initiatives
  • Developed comprehensive staff training program that reduced errors by 25% and improved customer ratings
  • Implemented innovative merchandising strategies that increased add-on sales by 28%

Assistant Manager/Customer Sales Rep/Technician

Jiffy Lube
06.2001 - 09.2004
  • Engineered sales strategy overhaul that yielded 50% profit increase within first quarter of implementation
  • Developed comprehensive employee training program that improved service quality metrics by 32%
  • Streamlined operational procedures, reducing service time by 22% while maintaining quality standards
  • Achieved multi-disciplinary expertise through certifications in technical, customer service, and sales areas

Education

Bachelor of Arts - Psychology, Mental Health Counseling Concentration

Southern New Hampshire University
Manchester, NH
10.2025

High School Diploma -

Middleburg High School
Middleburg, FL
05-2002

Skills

  • P&L management
  • Customer service
  • Team building
  • Employee training
  • Team leadership and coaching
  • Accurate money handling
  • Business planning
  • Team development
  • Change management
  • Process optimization
  • Quality assurance
  • Regulatory compliance
  • Risk mitigation
  • Relationship building
  • Conflict resolution
  • Needs assessment
  • Service recovery
  • Behavioral analysis
  • Motivation theory
  • Crisis intervention
  • Counseling techniques
  • Budgeting
  • Forecasting
  • Cost control
  • Revenue optimization
  • POS systems
  • Inventory management software
  • CRM platforms
  • Microsoft Office Suite
  • Customer service management
  • Leadership development
  • Shift scheduling
  • Policies and procedures
  • Employee scheduling
  • Hourly shift management
  • Store opening and closing
  • Team leadership
  • Order management
  • Inventory management
  • Special events
  • Customer relations
  • Multitasking and organization
  • Retail merchandise quality standards
  • Documentation and reporting
  • Reliable

References

Executive references available upon request. Consistently described as 'results-driven,' 'exceptionally adaptable,' and 'transformational leader.'

Community Leadership

  • AMMO Action Committee Booster Club, 57th Maintenance Squadron, Generated $600K+ through strategic fundraising initiatives for military support programs, Mobilized 200+ volunteers for large-scale community events, enhancing military-civilian relations
  • Cultural Diversity Initiatives, Spearheaded Hispanic Heritage educational programs reaching 1,000+ military personnel, Developed cross-cultural competency training materials adopted for base-wide implementation

Professional Development

  • Advanced Customer Experience Management Certification
  • Crisis Intervention and De-escalation Training
  • Psychological First Aid Certification
  • Retail Management Leadership Program
  • Loss Prevention and Asset Protection Certification
  • Diversity and Inclusion in the Workplace Training

Timeline

Store Manager

Hanleys Warehouse
01.2019 - 12.2023

Customer Service Specialist / Firearms Counter Manager

Nellis AFB Exchange
10.2016 - 03.2018

Assistant Manager

Pac Sun Retail Store
11.2006 - 03.2008

Pharmacy Technician

CVS Pharmacy
01.2006 - 09.2006

Store Manager

Block Buster Video
10.2004 - 07.2006

Assistant Manager/Customer Sales Rep/Technician

Jiffy Lube
06.2001 - 09.2004

Bachelor of Arts - Psychology, Mental Health Counseling Concentration

Southern New Hampshire University

High School Diploma -

Middleburg High School
CHRISTY MALDONADO