Stephon Fletcher
Decatur,GA
Summary
Results-driven District and Service Operations Leader with 10+ years of success in multi-unit retail and field service environments. Proven ability to lead 100+ employees across up to 17 locations, driving operational excellence, revenue growth, and customer satisfaction. Skilled in P&L management, KPI analysis, and cross-functional leadership. Known for turning around underperforming districts, improving compliance by 15%, and building promotable talent pipelines. Strong focus on team culture, accountability, and continuous improvement.
Overview
2024
2024
years of professional experience
Work History
Service Management
Miner Corp.
2023 - 01.2024
- Led support staff and technicians, overseeing daily operations for a 20-employee facility.
- Ensured high-quality service by establishing and enforcing organizational standards.
- Directed recruitment, training, coaching, and performance management to build high-performing teams.
- Cut safety incidents by leading monthly trainings and holding weekly safety meetings on key topics
- Developed and implemented systems, policies, and procedures, resolving service and personnel issues through data analysis and problem-solving.
- Fostered teamwork and cooperation across departments, scheduled and assigned tasks, and achieved positive work results through effective prioritization and progress monitoring.
- Maintained safe, compliant work environments through oversight of equipment use and safety protocols.
- Stayed current with industry practices through professional development and mentoring, including training new and apprentice technicians
- Managed multiple communication channels and maintained thorough knowledge of company standards and safety instructions.
Service Manager
Cintas
2022 - 2023
- Led a high-performing team of 12 managing hundreds of accounts , fostering focus, motivation, and alignment with objectives.
- Accountable for customer retention and portfolio growth.
- Built strong customer relationships, exceeding service and quality standards, positioning Cintas as an industry leader.
- Strategically owns customer relationships and understands how to identify multiple buying influences. This includes the economic buying influence/process within each customer.
- Facilitated training sessions for staff members, increasing their knowledge and understanding of service management principles.
- Effectively attract and retain talented Service Supervisors, Service Sales Representatives and other Service staff
- Maintain a fully staffed team of talented diverse partners that ensure customer satisfaction and business objectives are achieved.
- Creates and communicates the vision and strategies that will lead to long-term growth and organizational success.
- Builds a high performing service team by ensuring that the team is focused, motivated, and inspired to achieve team goals and objectives.
- Oversee and manage the performance expectations of all partners within the team.
- Develop and coach service partners to achieve high performance in all service related KPI's including growth, retention, customer service and profitability.
- Provides feedback and holds partners accountable.
- Creates, promotes, and sustains a culture of world class safety.
- Ensures service department operates in compliance with internal corporate audit requirements and policies.
- Continually updated skills and knowledge through training seminars, workshops, and industry conferences to stay current on best practices in field service management.
- Collaborated with cross-functional teams to ensure seamless integration of service management processes across departments.
District Manager
Dollar General
2021 - 2023
- Directed operations for 17 stores generating $22M in annual sales with accountability for 100 employees.
- Oversaw full P&L ownership, talent acquisition, training, and customer engagement, driving both revenue growth and service excellence.
- Identified and executed growth opportunities in distribution, merchandising, and real estate, strengthening market presence.
- Ensured alignment with regional priorities, optimized expenses, and implemented loss prevention strategies.
- Top 20% of company KPI matrix award for Q3
- Raised overall compliance within district 15% within four months
- Took district off critical staffing list by hiring efforts and community outreach.
- Actively working to create potential bench of future promotable associates.
- Continuous enhancing store cultures and development of all teams.
- Supervised various locations, enforcing high-quality standards of operation.
- Ensured compliance with company policies and procedures as well as federal/state regulations by conducting regular audits of operational practices at each location within the district.
- Implemented risk-management protocols for loss prevention, leading to a consistent decrease in shrinkage rates across the district.
District Manager
Lidl
2017 - 2021
- Managed three stores with $1.8 million monthly sales and a 24-person team, increasing sales by 15% at each location through strategic initiatives.
- Led a six-month project for the grand opening of 19 new stores in Southeast U.S., slashing the timeline by one month through improved procedures.
- Oversaw successful store openings, coordinating logistics, staffing, training, and promotional efforts to ensure smooth transitions for new locations.
- Designed and implemented programs and marketing strategies, achieving sales goals and KPI's while fostering a customer - centric environment.
- Developed and executed comprehensive training programs for store managers, resulting in improved employee performance and customer satisfaction.
- Enhanced company reputation through community involvement, developing partnerships with local organizations and participating in charitable events.
- Drove regional performance metrics, setting and monitoring achievement goals for each district.
- Led adoption of new technology platforms to streamline reporting and inventory management.
- Managed the annual budget for multiple locations, ensuring all operations stayed within financial constraints and achieved a cost reduction of $35, 000 by implementing efficient resource allocation strategies.
Education
Bachelor of Arts - Communications
University of Cincinnati
Cincinnati, OH05.2012
Beckham Workforce Diversity Certificate - undefined
University of Georgia
Atlanta, GA09.2024
Skills
- Optimistic mindset
- Leadership skills
- Effective multitasking
- Analytical problem-solving
Timeline
Beckham Workforce Diversity Certificate - undefined
University of Georgia
Service Management
Miner Corp.
2023 - 01.2024
Service Manager
Cintas
2022 - 2023
District Manager
Dollar General
2021 - 2023
District Manager
Lidl
2017 - 2021
Bachelor of Arts - Communications
University of Cincinnati
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