Garth Anderson
Advance Auto Parts
Moulton,Alabama
28
years of professional experience
Metrics-driven and strategic Senior Operations Leader with over 20 years of dual experience directing high-volume call center environments and multi-million-dollar retail store locations. Master at turning complex business metrics, customer satisfaction (CSAT) trends, and operational KPIs into actionable workforce planning, visual merchandising, and inventory control strategies. Proven track record of boosting operational productivity by 30%, maintaining a sustained 96% CSAT rating, and expanding retail average transaction value (ATV) by 12%. Exceptional leader skilled in the entire human capital lifecycle, from recruiting and onboarding up to 30 employees to coaching future management talent. Expert in full P&L accountability, process re-engineering, and leveraging enterprise platforms including Salesforce, Workday, and advanced Excel to maximize market share and multi-channel operational profitability.
Work History
Store Manager
10 Years 5 Months- Operational & P&L Accountability: Direct all day-to-day brick-and-mortar store functions with full ownership of the store P&L statement, executing strategic cost-control measures to maximize gross margin and location profitability.
- Team Leadership & Talent Development: Lead, mentor, and build a high-performing team of 16 retail associates and commercial account managers; establish clear performance goals and succession plans that significantly reduce staff turnover.
- Inventory Control & Supply Chain: Audited historical sales trends to design and implement an updated inventory replenishment workflow, effectively reducing product stockouts, optimizing shelf availability, and increasing inventory turns.
- Metrics-Driven Management: Utilize advanced retail data systems, POS logs, and Workday analytics to monitor daily KPIs, address operational bottlenecks, and track regional market sales trends.
- Sales Performance & Coaching: Conducted hands-on training clinics focusing on automotive product knowledge, relationship-based selling, and strategic upselling, directly increasing the store's overall customer conversion rate.
- Safety & Compliance: Champion a safe, secure, and fully compliant environment by strictly enforcing corporate safety protocols, OSHA standards, and rigorous asset protection guidelines.
Call Center Operations Manager
12 Years 1 Month- Large-Scale Operations Management: Provided end-to-end operational leadership for a fast-paced customer support and order-fulfillment department, directly overseeing a team of 30 metrics-driven customer service representatives.
- Performance Engineering & QA: Architected and executed standardized performance evaluation frameworks and quality assurance scoring systems that increased agent productivity by 30% while sustaining a 96% CSAT rating.
- Talent Acquisition & Lifecycle: Managed the complete recruitment lifecycle, including proactive talent sourcing, behavioral interviewing, structured onboarding, and continuous professional skill-building programs.
- Workflow Optimization: Re-engineered internal ticket management and order routing workflows, drastically reducing escalated customer complaints, eliminating order entry errors, and accelerating first-contact resolution (FCR) times.
- Technical System Integration: Partnered directly with IT and corporate stakeholders to deploy and manage advanced CRM frameworks (Salesforce) and telephony routing tools to improve operational data visibility and real-time reporting.
Store Manager
4 Years 1 Month- Revenue & Margin Expansion: Increased average transaction value (ATV) by 12% across multiple quarters through the creation of target-driven associate contests, visual cross-merchandising, and add-on promotion programs.
- Brand Presentation & Merchandising: Directed all visual merchandising layouts, promotional signage resets, and category planograms to ensure an optimized customer journey and an organized showroom environment.
- Staff Scheduling & Resource Allocation: Managed employee labor budgets and created optimized shift schedules based on historical traffic patterns to balance customer service levels with operational costs.
Education
Bachelor of Science - Business Management
Skills
Microsoft Word
Access
Excel
Spreadsheets
PowerPoint
Microsoft 365
Workday
Microsoft Teams
HubSpot
Data Management
Supply Chain Management
Inventory Management
Sales and Marketing
Attention to Detail
Management Skills
Principles of Management
Call Center Operations
Analytical Mindset
Financial Management
Contact Center Technologies
Store Operations
Problem-Solving
Sales Leadership
Leadership
Project Management
Customer Success
Timeline
Store Manager
Advance Auto Parts
03.2016 - CurrentRead More
Call Center Operations Manager
Home Depot
05.2003 - 06.2015Read More
Store Manager
Office Depot
02.1999 - 03.2003Read More
The University of Alabama
Bachelor of Science from Business Management
Read More