Oscar X. Means, IV
Houston,TX
Summary
Customer-oriented Retail Manager with over 20 years of experience in building relationships, developing marketing campaigns, cultivating partnerships, retaining top accounts and growing profit channels. Tactical team builder with expertise in introducing products, implementing pricing models and determining customer needs to deliver effective solutions. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
17
17
years of professional experience
Work History
Retail Manager/General Supervisor of Operations
Visionworks of America, Inc.
Houston, TX
07.2019 - Current
- Managed daily operations of the store, including opening and closing procedures.
- Monitor inventory, cash, and payroll processes to keep location running smoothly.
- Conducted inventory management activities such as receiving shipments and maintaining stock levels.
- Resolved customer complaints in an efficient manner while ensuring customer satisfaction.
- Support retail associates to drive quality performance and experiences for guests.
- Hired, trained, mentored, and evaluated staff members on a regular basis.
- Oversaw all aspects of merchandising within the store including product placement and display design.
- Maintained store staff by recruiting, orienting and training employees.
- Managing a team of sales associates to maximize sales, meeting established sales goals, training and supervising qualified team members and sales associates, and increase customer service ratings
- Support GM in managing incoming traffic by coordinating and confirming doctor appointments, scheduled eyewear services, and ensuring all patient/customer’s needs are met
- Execute all broad operational activities to meet the store's financial and customer experience goals
Assistant Store Manager
Batteries Plus Bulbs
Houston, TX
11.2018 - 07.2019
- Work with Store Manager to develop and implement the Store's business plan, and all company programs and initiatives.
- Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
- Oversaw daily cash handling procedures, reconciling discrepancies as necessary.
- Resolved customer complaints in a timely manner and addressed any issues that may arise during store hours.
- Supervised a team of employees and provided ongoing training to ensure high levels of customer satisfaction.
- Handled scheduling for store shifts to achieve adequate staffing.
- Oversaw aspects of maintenance, inventory, and daily activity management.
- Evaluate performance compared to plan and benchmarks.
- Implement operational activities to control costs while driving the business.
- Oversee facility repair and maintenance issues.
- Assist with selection and training of Store Associates.
- Perform supervisory duties of Store Manager in the absence of Store Manager
Store Manager
Leslie's Pool Supplies
Cypress, TX
04.2015 - 09.2018
- Managing a team of sales associates and managers to maximize sales, meeting established sales goals, recruiting, training and supervising qualified team members and sales associates, and increase customer service ratings
- Effectively maintaining accurate financial records and making daily bank deposits
- Improving and maintaining the store's efficiency and sales by conducting inventory control, and setting individual staff sales goals,
- Providing expert assistance to customers in maintaining and enhancing their pools and spas
- Performing mechanical repairs of customers pool equipment (cleaners, pumps, motors) and water analysis
- Overseeing Commercial, Trade and HMAC (Hotels, Motels, Apartments and Condos) accounts
- Recruited, trained and supervised new employees.
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Trained and mentored associates to teach daily tasks and procedures.
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
- Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
Technical Support Representative
Comcast
Houston, TX
05.2012 - 04.2015
- Provided technical assistance to customers through phone, email and chat support.
- Provided technical support for cable, high Speed internet, and phone service diagnosis and resolution of software and hardware issues.
- Entering work orders and customer account information, payments and billing issues, and providing face-to-face support to Commercial customers.
- Promoting and up selling products, working with field operations personnel to ensure customer satisfaction,
- Determining the appropriate solution based on diagnosis and providing verbal instruction to customers, including customer connectivity of DHCP, RF, modem, router, or combination device (stability of equipment as well as configuration).
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Troubleshot customer inquiries related to software and hardware issues.
- Resolved escalated customer service issues in a timely manner.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
Customer Service Supervisor
NCO Financial Systems
Houston, TX
07.2007 - 07.2012
- Handling incoming and outgoing call regarding customer accounts, payments
- Toll Road violation payments, and setting up accounts for new customers
- Providing information and advising customers about Toll Tags purchases and Payment plans
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Addressed customer inquiries to increase customer satisfaction ratings.
Education
High School Diploma -
Langham Creek High School
Houston, TX05-1998
Some College (No Degree) - Sales and Marketing Education
University of Houston - Downtown
Houston, TXAudio & Recording Technology
Houston Community College
Houston, TXSkills
- Visual Merchandising
- Business Administration
- Store Growth Planning
- Inventory Control
- Customer Service
- Cash Management
- Staff Management
- Operations Management
- Sales Analysis
- Team Training and Development
- Marketing Strategy
- Driving Business Growth
Accomplishments
- Top seller award
- Customer service award
- Managed store to be recognized as top sales in district
Timeline
Retail Manager/General Supervisor of Operations
Visionworks of America, Inc.
07.2019 - Current
Assistant Store Manager
Batteries Plus Bulbs
11.2018 - 07.2019
Store Manager
Leslie's Pool Supplies
04.2015 - 09.2018
Technical Support Representative
Comcast
05.2012 - 04.2015
Customer Service Supervisor
NCO Financial Systems
07.2007 - 07.2012
High School Diploma -
Langham Creek High School
Some College (No Degree) - Sales and Marketing Education
University of Houston - Downtown
Audio & Recording Technology
Houston Community College
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