Joseph Flemm
Tampa,FL
Summary
Seasoned Service Manager bringing 22 years of retail experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.
Overview
18
18
years of professional experience
Work History
Assistant Manager Sales and Service
Buy Buy Baby
07.2018 - 07.2023
- Met with customers to discuss service needs and offer available solutions.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Hired, trained and supervised team of service staff members to meet business goals.
- Monitored service staff performance and provided feedback for improvement.
- Monitored inventory levels and placed orders to replenish stock.
- Analyzed service reports to identify areas of improvement.
- Established team priorities, maintained schedules and monitored performance.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Assistant Manager of Operations
Toys R Us
05.2009 - 07.2018
- Taught employees how to collaborate on daily job tasks and achieve service targets.
- Coordinated with Store Manager in different operational issues and promotional activities.
- Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates, and facilitate open communication.
- Enhanced employee management by developing schedules, tracking time, and administering payroll.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Supervised operations team to support operational excellence and excellent customer service.
- Monitored key performance metrics to identify areas for improvement.
- Monitored daily cash discrepancies, and inventory shrinkage.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Store Manager
Toys R Us
08.2005 - 10.2008
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Assisted with hiring, training and mentoring new staff members.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Approved regular payroll submissions for employees.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Trained new employees on proper protocols and customer service standards.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Education
High School Diploma -
N.B. Forrest High School
Jacksonville, Fl06.1989
Skills
- Quality Control
- Professional Relationships
- KPI Monitoring
- Coaching and Mentorship
- Operational Improvements
- Staff Management
- Schedule Coordination
- Service Planning
- Risk Management
- Corrective Actions
- Motivational Leadership
Timeline
Assistant Manager Sales and Service
Buy Buy Baby
07.2018 - 07.2023
Assistant Manager of Operations
Toys R Us
05.2009 - 07.2018
Store Manager
Toys R Us
08.2005 - 10.2008
High School Diploma -
N.B. Forrest High School
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