Reginald Tristan Henry
Medford,MA
Summary
Professional managerial candidate with deep understanding of operational excellence and team leadership. Proven ability to drive growth and enhance productivity through strategic planning and effective resource management. Emphasizes collaboration and adaptability to meet organizational goals, showcasing excellent problem-solving and decision-making abilities. Please feel free to reach out to me here or via my email address,
reggyb@email.phoenix.edu
Overview
18
18
years of professional experience
Work History
General Manager
WHSmith North America
10.2022 - Current
- Directed operational strategies to enhance store performance and customer satisfaction.
- Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Implemented robust inventory management systems to optimize stock levels and minimize waste/costs associated with excess product storage.
- Championed continuous improvement initiatives that enhanced operational performance across all departments.
- Led sales team to exceed targets through strategic planning and market analysis.
- Developed and implemented training programs to enhance product knowledge among sales staff.
Senior Customer Service Manager
Ahold Delhaize Stop & Shop
05.2021 - 10.2023
- During my tenure at Stop & Shop i established key performance indicators for assessing service quality, facilitating targeted improvements and recognition programs.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Developed training programs to enhance customer service team performance and product knowledge.
- Implemented streamlined processes for handling customer inquiries, improving response times and satisfaction rates.
- Oversaw daily operations of customer service department, ensuring adherence to company policies and procedures.
- Mentored staff in conflict resolution techniques, fostering a culture of accountability and teamwork.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
Store Manager
WHSmith North America
08.2017 - 10.2022
- At WHSmith North America as a District Manager, I managed 6 locations and store properties in boston, guaranteeing optimum performance. I also introduced and executed a structured motivation and training program, increasing warranty sales from 1% to 4%. Furthermore, I provided leadership support across all districts during senior management absence, ensuring seamless operations and continuity of business processes effectively.
- Led daily operations to ensure exceptional customer service and satisfaction.
- Managed inventory levels, optimizing stock replenishment processes for efficiency.
- Trained and mentored staff on product knowledge and sales techniques.
- Implemented visual merchandising strategies to enhance product displays and drive sales.
Sales Training Manager
Samsung
03.2013 - 08.2017
- Developed and implemented comprehensive sales training programs to enhance team performance.
- Analyzed training effectiveness and adjusted strategies to improve retention rates among sales staff.
- Conducted regular assessments to identify skills gaps and tailored training modules accordingly.
- Collaborated with cross-functional teams to ensure alignment of sales training with overall business objectives.
- Mentored new trainers, fostering a culture of continuous improvement within the training department.
- Designed engaging learning materials utilizing multimedia tools to facilitate diverse learning styles.
- Led workshops and seminars on advanced sales techniques, boosting team engagement and knowledge sharing.
Gate Agent
Delta Airline
01.2008 - 08.2013
- Coordinated passenger check-in processes, ensuring timely and efficient service delivery.
- Managed boarding procedures, enhancing overall customer experience and satisfaction.
- Assisted with luggage handling, maintaining compliance with safety regulations and protocols.
- Resolved passenger inquiries and complaints, fostering positive relationships and trust.
Education
Associate of Arts - Office Information Systems
University of Phoenix
Tempe, AZSkills
- Inventory Control, Business Analysis, Cash Flow Management, Budgeting & Forecasting, Sales Strategy, Customer Service, Cross-functional Collaboration, Strong Communication Skills, Problem Solving, Decision Making, Strategic Thinking
- Technical Skills: Microsoft Office Suite (Word, Excel, PowerPoint), Storeforce, POS Systems
HEADLINE
- General Manager
- “Champion Excellent Customer Service Support through Proficiency in Benefit Application and Claims Review.”
Expertise
Retail Management, Store Operations, Project Management, Leadership, Coaching & Mentoring
Operation Manager Of the Year
I was recognized as Best operation manager of the Year twice in 2022 and 2023 for showcasing operational success and exceeding performance targets By Massport.
Manager of the quarter in 2022 By Whsmith North America.
Timeline
General Manager
WHSmith North America
10.2022 - Current
Senior Customer Service Manager
Ahold Delhaize Stop & Shop
05.2021 - 10.2023
Store Manager
WHSmith North America
08.2017 - 10.2022
Sales Training Manager
Samsung
03.2013 - 08.2017
Gate Agent
Delta Airline
01.2008 - 08.2013
Associate of Arts - Office Information Systems
University of Phoenix