Ian McManus
Torrington,CT
Summary
I am a motivated individual with 19 years experience in retail management and problem solving. I have very strong conflict resolution and conflict management skills. I think outside the box and develop creative solutions to the challenges I and my company face. I have a proven track record of performance, metrics improvement and effective leadership. I have been recognized many times for my innovative marketing and management ideas and the results they have produced. I spent more than 7 years as an Expeditor learning from the mistakes of others and developing corrections and best practices to prevent future complications. I am a very effective team builder who leads from the ground as an integral part of my team. I am a low maintenance self starter. I am a quick learner but I am also a thorough and immersive learner. I am on the Diversity and Inclusion team at my current store, my own family is very diverse.
Overview
18
18
years of professional experience
Work History
Night Operations Assistant Store Manager
The Home Depot Inc
Milldale, CT
01.2022 - Current
- 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.
- Supervised the processing and packing out of all freight flowing into the store.
- Monitored and assisted all vendors and contractors working in the store after hours.
- Maintained the safety and security of the store after hours.
- Closed the store including securing money and closing registers.
- Opened the store as needed including distributing cash, opening registers and ensuring the store is grand opening ready.
Order Fulfillment Department Supervisor
The Home Depot Inc
Bristol, CT
08.2020 - 01.2022
- Reviewed orders for accuracy, errors and omissions to minimize incorrect shipments.
- Sent emails to communicate order status and informed customers of back-orders or shipping delays.
- Interfaced with sales, operations and functional groups to facilitate order flow and meet processing metrics.
- Maintained knowledge of new product offerings and changes for order provisioning processes.
- Liaised with management to resolve complex order issues and problems to maximize customer satisfaction.
- Trained new staff on job duties, company policies and safety procedures for rapid onboarding.
- Oversaw and motivated team of 18 employees in warehouse to meet pick time goals 99% of the time when the average and expectation was 85%.
- Developed the curbside pickup program for our store including processes, roles and routines.
Electrical Department Manager
The Home Depot Inc
New Hartford, CT
06.2017 - 08.2019
- Maintained overall leadership responsibility of store in absence of store manager.
- Evaluated and managed performance of department team members, gave regular feedback and executed dialogues, development plans and follow-ups.
- Worked with talent pipeline within electrical department and store to support overall business needs.
- Planned and prioritized actions together with team that had clear impact on electrical product sales.
- Managed recruitment, training, development and succession planning for electrical department team in line with company best practices.
- Trained team members in successful strategies to meet operational and sales targets.
- Implemented daily operating procedures to keep store clean, adequately stocked and well-organized.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Maintained clean, adequately stocked and organized store by streamlining daily operations and introducing new procedures.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Examined incoming inventory, merchandised shelves and prevented shrinkage.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
Pro Services Specialist
The Home Depot Inc
New Hartford, CT
12.2012 - 06.2017
- Maintained high customer satisfaction standards to meet or exceed targets.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Developed estimates by costing materials, supplies and labor.
- Handled customer issues with confidence, using networking and persistance to provide effective resolution.
Customer Service Expeditor
The Home Depot
New Hartford, CT
05.2005 - 12.2012
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended products to customers, thoroughly explaining details.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Communicated professionally with colleagues, vendors, installers and customers.
- Managed timely and effective replacement of damaged or missing products.
- Cross-trained and provided back up for customer service managers.
- Effective liaison between customers and internal departments.
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
- Investigated and resolved accounting, service and delivery concerns.
Kitchen Designer
The Home Depot Inc
New Hartford, CT
04.2003 - 05.2005
- Planned and presented project quotes for custom designs.
- Maintained relationships with installers and suppliers.
- Designed detailed kitchen layouts based on client needs, budgets and available supplies.
- Selected flooring, counters, cabinets and appliances based on client needs and budgets.
- Created comprehensive product lists based on finalized designs and budgets.
- Developed key client relationships by providing design solutions that met needs and budgets without compromising quality or design intent.
- Developed space planning concepts, color palette selections and textile presentations.
- Designed floor plans, elevations, 3D perspective views and material boards for review and presentation.
Education
Certification - Automotive Technology
Porter And Chester Institute - Watertown
Oakville, CT09.1997
Bachelor of Science - Clinical Psychology
Post University
Waterbury, CT06.1996
High School Diploma -
Naugatuck High School
Naugatuck, CT06.1992
Skills
- Administrative Management
- Focus and Follow-Through
- Customer Inquiries
- Freight Operations
- Performance Metrics Analysis
- Store Operations
- Motivational Leadership
- Operational Standards
- Customer Satisfaction
- Employee Performance Evaluations
- Records Organization and Management
- Policy Development and Enforcement
- Originality and Creativity
- Hiring and Onboarding
- Problem Anticipation and Resolution
- Business Leadership
- Management Training
- Customer Relations
- Inventory Tracking and Management
- Process Development and Streamlining
Hobbies
In my free time I restore vintage Fender electric guitars and BMW motorcycles built between 1955 and 1969. I am currently restoring a vintage Land Rover Discovery and a 1996 BMW Z3 that has been in the family since new. I was at one point an ASE certified Master Technician. My other interests include English, architecture and archeology. I was a furniture maker in West Cornwall CT for five years and continue to build and repair furniture on a limited basis. I collect antique toys and furniture. During college I was a carpenter during summers and breaks, I continue to enjoy remodeling projects of my own and helping friends and family. I have two dogs that I enjoy taking kayaking and hiking.
Timeline
Night Operations Assistant Store Manager
The Home Depot Inc
01.2022 - Current
Order Fulfillment Department Supervisor
The Home Depot Inc
08.2020 - 01.2022
Electrical Department Manager
The Home Depot Inc
06.2017 - 08.2019
Pro Services Specialist
The Home Depot Inc
12.2012 - 06.2017
Customer Service Expeditor
The Home Depot
05.2005 - 12.2012
Kitchen Designer
The Home Depot Inc
04.2003 - 05.2005
Certification - Automotive Technology
Porter And Chester Institute - Watertown
Bachelor of Science - Clinical Psychology
Post University
High School Diploma -
Naugatuck High School
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