Michael Higney
Management and Leadership
Brighton,CO
Summary
- Seeking out new challenges and opportunities to further my professional growth as a leader and to bring my experiences to somewhere new and exciting, with a plan stay long term.
- Fun, quick learning, motivated, problem solving, and high performing Leader, who believes that a team that is focused, empowered, and committed can accomplish, and exceed, all the goals they set.
- Proud to have had a career, so far, that has spanned over 24 years in Management and Customer Service with an additional 3 years in QSR management while being fortunate enough to have many different experiences in the following; E-commerce (Picking, packing, dispensing, and knowledge of metrics in said field), dry grocery, consumables, general merchandise, food service, and fresh food (Bakery, Deli, Fresh meat, produce, frozen foods, and dairy), multi-department, and some multi-unit.
- Enjoys and practices the belief that the customer is what will drive the team and strives to help build those relationships by having an open mind and a positive attitude each day.
- Solid history of balancing team performance and business objectives while also emphasizing a focus on Servant Leadership and great interpersonal skills all the while making it fun to work in the workplace.
- Decisive leader with good planning and organizational skills, strong work ethic, very adaptable, and extremely capable to work with little to no supervision.
Overview
27
27
years of professional experience
1
1
Certificate
Work History
Coach
Wal-Mart Supercenter
Thornton, CO
10.2019 - 09.2023
- Oversee the store's Front-End processes, procedures, store associates, and it's supervisor team. Teach and train, approximately, 100+ of the front end associates on day-to-day tasks and goals. Strive to give excellent, 5-star customer service, while maintaining a high standard, on all aspects, across the front end.
- Consistently work with the entire store of, approximately, 400+ associates and the store management team, on a daily basis, to help delight the customer, answer questions from associates and customers, on a daily basis.
- Have become very well verse over many areas of the store, including but not limited to, general merchandise, food, fresh food, and other areas of the store throughout the years.
- Work closely with the upper management of the store (Store Lead and Store manager), to produce an excellent relationship with associates and customers alike..
- Not only manage associates but also work side by side with them to help make the store better in general from the bottom of the parking lot to the back of the building/receiving areas.
Store Co-Manager
Wal-Mart Supercenter
Thornton, CO
07.2015 - 10.2019
- Helped oversee the productivity and performance of approximately 300 to 400 hourly associates and the salaried management team.
- Developed and implemented strategies to increase store sales and profitability by digging into total store operations, Invoicing, Accounting, Merchandise Management, Sales Floor Management, Customer Service, and People Management.
- Monitored inventory levels by ensuring proper merchandise on-hands, modular integrity, and taught and trained subordinates how to always be in-stock for the customers.
- Ensured compliance with all company policies and procedures.
- Worked one-on-one with the Store Manager and often the Market Manager to overall meet and exceed company expectation in sales, profit, and customer service (CFF - Clean, Fast, and Friendly) to gain the trust of the customers, as well as delighting the customers in every shopping experience. This also included but was not limited to working closely with the stores Digital Operations, OPD (Online pickup and delivery), store departments, and food safety and compliance.
- Completed frequent walk-throughs and directed both management and associates to correct issues impacting store appearance or professionalism.
- Evaluated store performance and incorporated feedback to implement improvement plans.
- Used excellent verbal skills to engage with both associates and customers alike in conversation and effectively determine needs and requirements.
Assistant Manager
Wal-Mart Supercenter
Seneca, SC And Denver Metro Area, CO
06.2006 - 07.2015
- Coordinated with other departments to not only ensure a smooth flow of operations, but also grow sales and profitability by executing company programs, Implement, enforce, and follow codes and ordinances in accordance with company policies and applicable laws including but not limited to food safety, hazmat/hazwaste processes, meals and break periods being followed, wage control, money services, and state/federal compliance.
- Worked closely with HR to hire and train hourly store associates. Had followup and back up plans in place to ensure the associates were continuing to get the training they required as needed to lead a good and customer friendly atmosphere.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Handled complaints from customers by empathetically listening, recording details and offering solutions.
- Had the pleasure to work in multiple Walmart Supercenters over the course of almost 10 years gaining much experience and as well as being promoted to a Co Manager July of 2015.
Photo Lab and Photo Connection Center Manager
Wal-Mart Supercenter
Franklin, NC And Seneca SC, SC
06.2003 - 06.2006
- Led a team of 10-15 associates in both the FujiFilm "wet" photo lab and Connection Center (cell phone and accessories sales), provided guidance on job duties, monitored inventory supplies in both on a daily or weekly basis, and placed orders when necessary.
- Worked one on one with district and regional management while being on the path of promotion to PhotoCC District manager.
- Increased connection center sales to the top 10 Verizon contract sales (Early 2006) on the east coast. As well as staying number 1 in sales in the Walmart Atlanta, North Georgia, East NC and SC region for many months.
- Over the years of my supervision the business growth grew exponentially. Increasing to over 1.5M Dollars in sales volume.
- Assisted customers with either photo orders or cell phone contracts, including but not limited to, digital and film photos, cell phones, and coinciding accessories, and made sure customers walked away not only happy but very satisfied over the amazing customer service that was given to them.
- Worked side by side with multiple cell phone vendors, Verizon, Cingular, and Alltel to name a few.
- Promoted sales, profit/loss, budgets, community involvement, safety, and shrink prevention, as well as Implementing cost-saving initiatives throughout the Departments while maintaining high standards of quality assurance, as well as monitoring inventory of supplies for the photo lab and placed orders when necessary.
- Resolved customer complaints promptly and professionally in order to maintain good relationships with clients.
Hourly Associate and Department Manager
Walmart
Franklin, NC
12.1999 - 06.2003
- Lead and managed associates in the Department, ensuring that all tasks are completed efficiently and on time, and that the department is in excellent shape for customers.
- Maintained up-to-date records of inventory levels for efficient ordering and stocking purposes as well as monitoring daily sales figures to track trends in customer buying behavior.
- Evaluated associate feedback surveys regularly to identify areas of improvement in customer service delivery, also taught and trained associates, and new associates alike, on not only the basics of the department but also how to exceed the customers expectations to gain more sales and profit and to provide the highest customer service..
- Exercised discretion and judgment in managing fast-paced environment adapting to change with sense of urgency.
- Inspected and stocked shelves with products.
- Organized backroom storage areas to ensure efficient product retrieval, palletized merchandise for easy movement to sales floor locations, as well as unpacking items, checking breakables before stocking shelves.
- Processing freight and preparing backroom for incoming freight.
- Faced products on shelves and displays to meet company policies.
Assistant Store Manager
Burger King
Franklin, NC
10.1996 - 11.1999
- Managed the day-to-day operations of the store, including customer service, inventory management, staff scheduling, cash handling, bank reconciliation, and ensured compliance with all food safety regulations.
- Monitored sales activities to ensure that customers receive satisfactory service and quality goods.
- Had fun with a team of employees and provided ongoing training to ensure high levels of customer satisfaction.
Resolved customer complaints in a timely manner and addressed problems or complaints in person or via phone calls. - Conducted regular performance reviews with staff members to assess individual progress and set goals for future development, as well as assisting in recruiting efforts by interviewing candidates for open positions.
- Conducted accurate order taking for items requested by customers using the POS system and promoted the "Your way, right away" philosophy to each customer's order.
- Maintained knowledge of current promotions, as well as Suggested additional items or services based on customer needs while upselling other food items and/or desserts.
Education
No Degree - Psychology, Retail Mgmt, and Political Science
Southwestern Community College
SylvaSkills
- Personable, friendly, and goal-oriented with an emphasis on excelling at creating a fun work environment to help retain employees, increase sales, and be profitable
- Strives for excellence in training and mentoring to produce amazing team development, including but not limited to, peers, supervisors, and direct reports
- Effectively communicates and partners with peers, superiors, and the team, to achieve and exceed goals set forth by the company
- Recruitment and hiring, team building, and performance evaluation of associates within the department
- Executes Inventory Control, Cash Management, and Visual Merchandising
- Promotes cleanliness, organization, and policy compliance
- Drives accountability through Store Growth Planning, and building Brand Awareness
- Great customer service, respectful, and kind
- Profit and Loss Management, financial controls, and performance monitoring
- Loss Prevention and Asset Protection
- Microsoft Office, and basic computer usage functions
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Don't be afraid to give up the good to go for the great.
John D. Rockefeller
Timeline
Coach
Wal-Mart Supercenter
10.2019 - 09.2023
Store Co-Manager
Wal-Mart Supercenter
07.2015 - 10.2019
Assistant Manager
Wal-Mart Supercenter
06.2006 - 07.2015
Photo Lab and Photo Connection Center Manager
Wal-Mart Supercenter
06.2003 - 06.2006
Hourly Associate and Department Manager
Walmart
12.1999 - 06.2003
Assistant Store Manager
Burger King
10.1996 - 11.1999
No Degree - Psychology, Retail Mgmt, and Political Science
Southwestern Community College
Certification
- Food Safety Certified through Dec 2023
- NC Community College Services, General Education Development (GED)