Robert Oates

• Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
• Walked through store areas to identify and proactively resolve issues negatively impacting operations.
• Maintained positive customer relationships by responding quickly to customer service inquiries.
• Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
• Rotated merchandise and displays to feature new products and promotions.
• Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
• Processed payments for credit and debit cards and returned proper change for cash transactions.
• Created and maintained safe and secure work environments for employees.
• Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
• Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
• Reconciled daily sales transactions to balance and log day-to-day revenue.
• Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
• Analyzed customer feedback and implemented strategies to improve customer experience.
• Developed and maintained strong relationships with vendors to facilitate timely product delivery.
• Trained new employees on proper protocols and customer service standards.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.

Assistant Manager

Accountable for evaluating inventory and ensuring the availability of products. Handled escalated customer complaints. Responsible for enforcing and meeting corporate goals. Ensured staff and unit remained compatible with with market trends pertaining to industry, customer preferences, and direct competitor activities. Created action plans for new unit openings. Provided managerial support to other high volume units or units needing assistance with hiring and training. Monitored daily sales and performance.

Overnight Assistant Manager

Manage overnight operations for a $68 million unit. Plan and execute time efficient floor resets. Coordinate overnight merchandise receiving among various vendors. Organize and maintain distribution center shipment area. Sustain employee schedules within the company’s labor goals. Implemented new stocking process to generate labor reduction. Interview, hire and develop co-workers and team leads. Perform security procedures for closing and opening of unit. Certify employees on Fork Lift. Set up for promotional events. Create and supervise merchandise and seasonal planograms. Help implement self checkout lanes. Launch new Control Inventory Management System. Handle employee coaching and conflict resolution. Performed annual employee evaluations.

• Created nightly shift task lists to assign duties to each employee.
• Guided and motivated night team by establishing and communicating responsibilities and duties to each team member.

Team Lead

Led electronics department. Ensured shelves were stocked and employees were in place to help customers. Increased positive feedback percentage on customer surveys. Trained new employees. Handled customer complaints. Improved team work and flow through good communication. Accurately examined inventory. Abetted in loss prevention.

Sam’s Club, Goldsboro, NC

2001-2004

Customer Service Representative

Focused on outstanding customer service. Worked in multiple departments throughout the unit. Assisted and encouraged guests in finding and purchasing items. Stocked and organized shelves as needed. Ensured department was clean and easy to shop. Aided customers in understanding electronic purchases. Promoted and increased sales of warranties and store brand items. Cross trained with different positions including: cashier, bakery and grocery.

• Offered carts to patrons.
• Removed broken and unserviceable carts from inventory for repair.
• Collected carts left in parking areas and returned to retail stores.
• Gathered and consolidated carts, freeing up additional cart return spaces.