Earnest M. Tucker
Atlanta,GA
Summary
Operations Manager dedicated to achieving operational excellence and superior customer satisfaction. Achieved an 11-point increase in service scores while developing leaders and implementing strategic goals that align with organizational vision. Proven ability to drive sales, manage budgets, and enhance team performance through effective cross-functional collaboration.
Overview
28
28
years of professional experience
Work History
Operations Manager
H-E-B
Houston, Texas
03.1998 - Current
- Role model H-E-B's values, fostering a positive work environment, and driving team performance.
- Set and implemented strategic goals and initiatives to align company with mission, values, and vision.
- Spearheads multiple projects from concept through completion while successfully managing budgets and timelines on each project.
- Developed 8 store team leaders into operational leadership positions, enhancing management capacity.
- Ensuring high levels of customer satisfaction, addressing customer needs, and maintaining a positive shopping environment.
- Analyzed sales data and used statistics to understand customer habits and promote new strategies.
- Successfully elevated Medallia service score by 11 percentage points from 82% to 93% on a goal of 95%.
- Overseeing daily operations, including inventory management, merchandising, and maintaining store standards for cleanliness and safety. Established operational policies, procedures, standards, and objectives in alignment with organizational goals.
- Via cross training, teaching and developing staple merchandise presentations, I ensure accurate and compelling pricing, proper signage, appropriate in-stock and inventory levels. Daily collaborations with local and corporate venders to request merchandise to meet the needs of the community.
- Conducted regular walkthrough, inspections of company facilities, and audits of processes to ensure compliance with regulations and industry safety standards. verify adherence to safety standards.
- Achieved 6% reduction in associate and customer accidental costs through monthly safety meetings, equipment training, and team accountability.
- Hire, train, and mentor members of management and hourly associates by setting clear expectations, providing associate recognition, and delegating business demands effectively while aligning talent with passion to achieve company growth potential.
- Thru managing by walking around and touring to teach, I model and provide instruction on excellent customer engagement techniques to management and associates on addressing customer concerns, complaints, and issues in a timely and effective manner.
- Driving sales, managing budgets, controlling costs, and minimizing shrink.
- Provides financial support and partnership to the store manager by verifying that budgeted sales, wage, and expenses are aligned with allocated resources. I collaborate with store leadership to implement plans to improve financial performance and budget stabilization.
- Reduced curbside wait-time by 1 minute and improved pick rate to 97% First Time Pick compliance through implementation of mid-day department zoning.
- Monitor associate compliance to all H-E-B policies, procedures, and regulations, including those related to food safety and sanitation.
- Assists in developing corrective action plans when deficiencies were identified during audits or inspections.
- Managed operations at Howard E. Butt Grocery Store
Education
Bachelor of Arts - Business Administration And Management
Morris Brown College
Atlanta, GA06-1992
General Education -
Seabreeze High School
Daytona Beach, Fl06-1986
Skills
- Inventory management
- Financial oversight
- Budgeting and forecasting
- Operational efficiency
- KPI tracking
- Warehouse operations
- Customer relationship management
- Health and safety compliance
- Talent development
- Cross-functional collaboration
- Employee relations
Timeline
Operations Manager
H-E-B
03.1998 - Current
Bachelor of Arts - Business Administration And Management
Morris Brown College
General Education -
Seabreeze High School