Leah Phillips
Spring Hill,TN
Summary
Customer-oriented Store Manager offering over 20 years of experience in retail operations, sales and service team leadership and profitability strategies. Organized and skilled at prioritizing daily tasks and following through to achieve performance and productivity goals. Recruits, trains, develops and manages team of store associates and assistant managers.
Overview
22
22
years of professional experience
Work History
Store Manager
Circle K
Brentwood, Tennessee
10.2023 - Current
- Established customer service standards and monitored staff compliance.
- Organized promotional events to increase product awareness.
- Resolved customer complaints in a timely manner.
- Recruited, trained and supervised new employees.
- Ensured compliance with safety regulations and company policies.
- Implemented efficient systems for tracking stock movement.
- Analyzed financial data to identify areas of improvement.
- Maintained accurate records of employee performance reviews.
- Created weekly work schedules for store personnel.
- Identified opportunities for cost savings through waste reduction initiatives.
- Prepared monthly reports on sales figures, expenses, profits.
- Updated POS system with new products and promotional offers.
- Trained and mentored associates to teach daily tasks and procedures.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Monitored employee performance and identified performance gaps for corrective action.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
Store Manager
Mapco Express
Brentwood, TN
10.2022 - 11.2023
- Trained and mentored associates to teach daily tasks and procedures.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Monitored employee performance and identified performance gaps for corrective action.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
- Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
- Updated and maintained store signage and displays.
- Strengthened work flow productivity by hiring, managing and developing top talent.
- Established store tactics and strategies to achieve operational performance and sales goals.
- Evaluated store performance and incorporated feedback to implement improvement plans.
- Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
- Identified operational issues and implemented appropriate process improvements to promote workplace safety and productivity.
- Answered product questions with up-to-date knowledge of sales and promotions.
- Preserved product quality by maintaining stockrooms and disposing of damaged items.
- Reviewed customer feedback to make operational improvements and promote satisfaction.
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
- Oversaw storewide merchandising benchmarks to maintain operational excellence.
- Showcased and built visually appealing displays and signs to encourage customers to buy specific products.
- Built relationships with key customers and stakeholders to grow business networks and locate new opportunities.
Store Manager Trainer
Mapco Express
Brentwood, TN
04.2023 - 11.2023
- Performed variety of management functions including, inventory management, protecting company's assets, merchandising integrity, overall facility cleanliness and maintenance and completing HR responsibilities.
- Developed training materials, manuals, procedures and visual aids to effectively achieve organizational goals.
- Cross-trained employees to do other jobs within business, increasing job skills and productivity.
- Interviewed and hired team members which demonstrated dedication and added value to team.
- Identified and communicated to management regarding areas needing additional training.
- Evaluated and communicated trainee participation and performance in reports to management.
- Explained goals and expectations required of trainees.
- Participated and attended meetings or seminars to obtain information for use in training programs or to inform management of training program status.
Customer Service Associate
Fast Stop Gas Station
Columbia, TN
04.2022 - 10.2022
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Educated customers on special pricing opportunities and company offerings.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Addressed inquiries, resolved customer issues and managed customer relations.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Troubleshot shortages and overages to support quality control efforts.
- Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
Store Manager
3js Food mart
Martin , TN
06.2017 - 09.2020
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
- Processed daily paperwork, balanced register drawers, produced staffing schedules and prepared deposits.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Strengthened work flow productivity by hiring, managing and developing top talent.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
- Answered product questions with up-to-date knowledge of sales and promotions.
- Monitored employee performance and identified performance gaps for corrective action.
- Updated and maintained store signage and displays.
- Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
- Showcased and built visually appealing displays and signs to encourage customers to buy specific products.
- Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
- Evaluated store performance and incorporated feedback to implement improvement plans.
- Trained and mentored associates to teach daily tasks and procedures.
- Oversaw storewide merchandising benchmarks to maintain operational excellence.
- Identified operational issues and implemented appropriate process improvements to promote workplace safety and productivity.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Built relationships with key customers and stakeholders to grow business networks and locate new opportunities.
- Preserved product quality by maintaining stockrooms and disposing of damaged items.
- Reviewed customer feedback to make operational improvements and promote satisfaction.
Manager of Operations
Cox oil company
Union City, TN
08.2003 - 09.2017
- Reviewed production costs and product quality and modified inventory control programs to maintain and enhance annual business plan.
- Evaluated and enhanced workflow to implement best practices, reduce costs and increase staff motivation and satisfaction.
- Prepared financial analysis for contract negotiations and product investment decisions.
- Engaged with existing and potential clients to gain insight into needs.
- Established and maintained positive working relationships with community organizations, acting as corporate representative at meetings and events.
- Hired and onboarded team members to meet immediate and expected demand.
- Organized and facilitated budgets, product estimates, sales forecasts and product allocations to maximize resource utilization and customer sales opportunities.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Managed scheduling, training and inventory control.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Recruited, hired and trained crew members on application of projects, customer relations and customer service.
- Oversaw financial management, budget management, accounting and payroll activities.
- Controlled departmental facilities use and approved requests for repairs or improvements.
- Motivated and evaluated personnel for performance improvement and goal achievement.
- Presented performance and productivity reports to supervisors.
- Guided employees on understanding and meeting changing customer needs and expectations.
- Conducted employee observations and documented findings.
- Reviewed daily financial reports and reconciled accounts to keep information current and accurate.
- Collected customer fees, managed refunds and provided complete sales documentation.
Education
GED -
Dresden High School
Dresden, TN05.1993
Skills
- Customer support
- Order and Refund Processing
- Transaction Processing
- Calm and Professional Under Pressure
- Upbeat and Positive Personality
- Efficient and Detail-Oriented
- Creative Problem Solving
- Customer Service
- Upselling Products and Services
- Inbound and Outbound Calling
- Multitasking and Prioritization
- Team Building and Leadership
- Payroll Management
- Store Operations Oversight
- Sales Strategies
- Policies and Procedures
- Multitasking and Organization
- Recruiting and Hiring
- Store Merchandising
- Documentation and Reporting
- Inventory Management
- Staff Supervision
- Cash Management
- Shift Scheduling
- Verbal and Written Communication
- Employee Supervision and Motivation
- Financial Statement Review
- Customer Service Management
- Supplier Monitoring
- Goal Setting
- Team Leadership
- Performance Assessment
- Problem Anticipation and Resolution
- Hiring and Onboarding
- Training Management
- Decision Making
- Business Leadership
Timeline
Store Manager
Circle K
10.2023 - Current
Store Manager Trainer
Mapco Express
04.2023 - 11.2023
Store Manager
Mapco Express
10.2022 - 11.2023
Customer Service Associate
Fast Stop Gas Station
04.2022 - 10.2022
Store Manager
3js Food mart
06.2017 - 09.2020
Manager of Operations
Cox oil company
08.2003 - 09.2017
GED -
Dresden High School