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.
Stone Mountain, GA
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
Decatur, GA
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
Macon, GA
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
Atlanta, GA
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