Michel Dehmer
Katy,TX
Summary
Dedicated professional with proven performance in the Higher Education industry with 22 years of experience in an institutional owned bookstore environment. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
18
18
years of professional experience
Work History
Bookstore Director
Houston Baptist Univeristy
06.2017 - 08.2023
- Responsible for all bookstore operations
- Responsible for Campus Post Office operations
- Managed both bookstore and post office fiscal year budgets
- Implemented Inclusive Access (IA) program with university Administration approval saving students upwards of $200+ per semester
- Resolved over 50+ customer complaints promptly by providing solutions that exceeded expectations which gave positive performance results.
- Managed textbook operations, which includes adoption collection, ordering, customer service, textbook returns, and textbook buyback
- Provided outstanding customer service by interfacing with college faculty/staff and students such as quickly efficiently resolving problems with book orders ensuring good campus relations
- Campus licensing liaison; approved all merch with campus name or logo
- Spearheaded new business development initiatives that drove revenue growth
- Reviewed reports prepared by subordinates for accuracy and completeness
- Managed multiple project simultaneously while staying within deadlines
- Provided leadership in times of crisis or change initiatives.
- Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Formed strategic partnerships and connected with potential clients to drive business development.
- Spearheaded innovative approaches to resource allocation and strategic planning.
- Assisted with sales and marketing strategies to foster achievement of revenue goals.
- Monitored expenditures to mitigate risk of overages.
- Remained composed and highly professional in fast-paced and constantly changing environment, effectively handling challenging situations and difficult individuals to achieve objectives.
- Conducted meetings with staff to discuss production progress and to attain production objectives.
Associate Director/Textbook Manager
Houston Baptist University
05.2012 - 06.2017
- Provided outstanding customer service by working with faculty/staff and students.
- Resolved any textbook issues and alerted departments as necessary
- Supervised and trained store staff
- Prepared invoices, charge backs, store stock shipments and other financial reports as needed
- Developed inventory plans with store manager to maintain proper levels to meet customer demands
- Coordinated sales promotions, book signings/events, and displayed merchandise aesthetically pleasing to customers.
- Managed day to day operations while ensuring quality standards were met or exceeded.
- Assisted senior leadership in managing all aspects of operations.
- Supported continuous process and performance improvement for manufacturing issues, robustness and compliance.
- Created and updated records and files to maintain document compliance.
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Led teams of up to 10 personnel, supervising daily performance as well as training and improvement plans
General Merchandise Manager/WebPage Developer
Houston Baptist University
04.2005 - 05.2012
- Resolved customer complaints promptly by providing solutions that exceeded expectations.
- Provided outstanding customer service by working with faculty/staff and students
- Maintained high levels of product knowledge to provide customers with professional advice
- Created comprehensive policies and procedures for ordering merchandise
- Recruited, trained, managed and coached store staff in order to maximize their potential
- Reviewed supplier invoices for accuracy prior to payment processing in compliance with company policy
- Ensured accurate inventory control through regular cycle counts, stock takes and audits
- Analyzed sales figures, market trends and customer feedback to determine appropriate merchandise selections
- Established effective relationships with vendors and/or vendors reps to ensure delivery.
- Monitored inventory levels and made necessary adjustments to maximize sales and profits.
- Designed displays to deliver interactive, engaging, and memorable store experiences for shoppers.
- Motivated and mentored merchandise team to achieve high performance and job satisfaction.
- Developed and implemented successful strategies to increase sales and profits.
- Analyzed industry trends to develop relevant offerings.
- Reviewed customer feedback to identify trends and improve product selection increasing sales up to 10%.
- Monitored inventory levels and avoided shortages with timely replenishment of stock.
- Reviewed and approved purchase orders and invoices for accuracy and completeness.
- Assessed areas of service concern and developed improvement plans.
- Created purchasing policies and procedures that complied with company standards and regulatory requirements.
- Generated reports on purchasing activities to support management decisions.
- Designed displays to deliver interactive, engaging, and memorable store experiences for shoppers.
- Motivated and mentored merchandise team to achieve high performance and job satisfaction.
- Built positive relationships with vendors for consistent and reliable supply of products that helped double sales in various areas.
- Maintained updated product knowledge to successfully educate and advise customers.
- Reviewed customer feedback to identify trends and improve product selection
- Designed, implemented and monitored web pages, plugins and functionality for continuous improvement.
- Multi-tasked across multiple functions and roles to meet deadlines and organizational expectations.
- Oversaw web platform testing, troubleshooting and user sampling prior to live deployment.
- Adhered to SEO best practices while designing sites.
- Developed user-oriented visuals and features using front-end languages to increase site traffic.
- Facilitated resolution of vendor disputes and discrepancies.
- Created purchasing policies and procedures that complied with company standards and regulatory requirements.
- Scrutinized purchasing data to identify areas for improvement and cost savings.
- Built positive relationships with vendors for consistent and reliable supply of products.
- Reviewed customer feedback to identify trends and improve product selection.
- Set and managed merchandise budgets to maximize profits and control expenses.
Education
Bachelor of Arts - Psychology
Houston Baptist University
Houston, TX02.2005
Skills
- Budget Management/Financial Reporting
- Operational Efficiency
- Microsoft Office (Word, Excel, some Publisher, Outlook)
- Leadership
- POS knowledge (PrismRBS)
- Customer Service
- Attention to Detail
- Excellent Communication (written and verbal)
- Critical Thinking
- Teamwork
- People Management
- Issue Resolution
- Administrative Support
- Contract and Vendor Management
- Strategic Planning
- Innovation
- Rules and Regulations
- Organizational Development
- Innovation and Creativity
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 14 staff members.
- Collaborated with team of 10+ faculty members in the development of Annual Author Celebrations or conferences throughout the years.
- Achieved revenue growth of upwards of $10,000+ by introducing Inclusive Access (IA) through VitalSource for online and campus students. This also created immense savings to them in conjunction.
- Named Hero of the University 2017 & 2023
- Apart of the Strategic Planning Committee for the university
- Assisted with various departments to help with functions across campus for multiple years
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
I cannot believe the purpose of life is to be happy. I think the purpose of life is to be useful, to be responsible, to be compassionate. It is, above all, to matter, to count, to stand for something, to have made some difference that you lived at all.
Leo Rosten
Timeline
Bookstore Director
Houston Baptist Univeristy
06.2017 - 08.2023
Associate Director/Textbook Manager
Houston Baptist University
05.2012 - 06.2017
General Merchandise Manager/WebPage Developer
Houston Baptist University
04.2005 - 05.2012
Bachelor of Arts - Psychology
Houston Baptist University
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