MERRITT MCKENNA
General Manager
Meridian
Summary
Seasoned General Manager with a proven track record at the Navy Exchange Service Command, excelling in customer service and team leadership. Expert in logistics and event coordination, I fostered a culture of trust, enhancing satisfaction scores significantly. Adept at conflict resolution, service-oriented, and safety-minded. I thrive in high-pressure environments, ensuring operational excellence and a welcoming atmosphere.
Overview
15
15
years of professional experience
Work History
General Manager
Navy Exchange Service Command
Meridian
01.2024 - Current
- Oversee operations for a diverse portfolio, including retail, services, contracting, vending, and fuel operations, ensuring smooth, customer-first performance across all business lines.
- Lead a team of 30 employees, including department managers and associates, offering direct guidance, training, and mentorship.
- Manage external relations with base command and leadership, facilitating clear communication and alignment between store operations and installation priorities.
- Monitor service and safety standards daily; implement performance improvement plans to ensure a positive, secure, and welcoming environment.
- Collaborate with buyers, logistics, and loss prevention teams to optimize inventory, merchandising, and shrink management across all departments.
- Collaborate with cross-functional partners in merchandising, loss prevention, and logistics to maintain optimal service flow and secure, welcoming spaces for all guests.
Store Manager
Navy Exchange Service Command
Pearl Harbor
01.2023 - 01.2024
- Oversaw 30 associates and six supervisors in high-volume home and furniture departments, ranked #1 companywide.
- Delivered exceptional service in a fast-paced setting, ensuring customer satisfaction and safety protocols.
- Partnered with cross-functional teams to resolve shrink concerns, mirroring emergency response and situational awareness skills.
Department Manager
Navy Exchange Service Command
Pearl Harbor
09.2018 - 01.2023
- Directed seasonal events serving thousands, managed logistics, customer interactions, and staff coverage.
- Maintained communication with HQ and adapted to fast-changing conditions during the COVID crisis, ensuring guest needs were met calmly and efficiently.
- Resolved customer complaints and issues promptly and professionally.
- Managed budgets effectively by making sure costs stayed within allocated limits.
- Conducted regular performance reviews to monitor progress of individual employees.
- Followed safety protocols and company processes and procedures.
Exchange Branch Manager
Navy Exchange Service Command
Jebel Ali
04.2015 - 09.2018
- Operated independently in a remote foreign location, providing consistent, culturally aware service to deployed military personnel and U.S. citizens working abroad.
- Successfully established local vendor relationships, navigated language barriers, and ensured smooth daily operations.
- Maintained strong relationships with the U.S. Navy leadership and managed communications in high-security environments.
- Developed strategies to increase customer satisfaction and loyalty.
- Provided guidance and support to foreign contracted team members regarding problem resolution and customer service issues.
Branch Exchange Manager
Navy Exchange Service Command
Belle Chasse
10.2012 - 04.2015
- Raised customer and associate satisfaction scores by establishing trust, managing feedback, and strengthening team morale.
- Delivered detailed reports on operational efficiency and guest experience.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Ensured compliance with all safety regulations and coompany standards.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Monitored staff performance and addressed issues.
Various Roles
Navy Exchange Service Command
Belle Chasse
01.2010 - 12.2012
- Progressed from Seasonal Hire to Supervisor through a strong work ethic, customer-first mentality, and collaborative approach.
- Participated in Build-a-Bench development program (2012), sharpening leadership and service skills.
- Tracked progress of reset projects against established timelines.
- Reviewed store layout plans and reset product shelves accordingly.
- Assisted in unloading delivery trucks and stocking shelves with new products.
- Maintained cleanliness of sales floor by dusting, sweeping, mopping.
- Organized backroom areas, ensuring a neat and orderly appearance.
Education
High School -
01.1988
Skills
- Exceptional customer service and guest experience
- Cultural awareness and international collaboration
- Emergency protocol familiarity
- Conflict resolution and de-escalation
- Team leadership and staff training
- Logistics and event coordination
- Professionalism under pressure
- Multitasking in high-stress environments
Accomplishments
- Bingham Award Winner, Pearl Harbor Small Stores – 2019
- Runner-Up, Bingham Award, Jebel Ali – 2016
Timeline
General Manager - Navy Exchange Service Command
01.2024 - Current
Store Manager - Navy Exchange Service Command
01.2023 - 01.2024
Department Manager - Navy Exchange Service Command
09.2018 - 01.2023
Exchange Branch Manager - Navy Exchange Service Command
04.2015 - 09.2018
Branch Exchange Manager - Navy Exchange Service Command
10.2012 - 04.2015
Various Roles - Navy Exchange Service Command
01.2010 - 12.2012
Alamogordo High School - High School,
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