Roger Dolan
Retail Operations Manager
Boston
Summary
Retail Operations Manager experienced in process improvement and operational efficiency. Led cross-functional initiatives that reduced costs and enhanced productivity while building engaged teams to achieve measurable results. Sales professional with expertise in account management and inside sales, fostering client relationships to drive revenue growth through strategic planning and execution.
Overview
17
17
years of professional experience
Work History
INSIDE SALES – ACCOUNT MANAGER – SHOWROOM SALES
AAA Appliance Corporation
Boston, Massachusetts
03.2016 - 06.2025
- Increased retail sales by 30% through strategic sales initiatives, consultative customer engagement, and a focus on delivering exceptional customer experiences, contributing to a 95% customer satisfaction rating.
- Exceeded first-quarter sales targets by 30% by proactively resolving customer concerns, streamlining communication among customers, delivery teams, and contractors, and ensuring efficient project execution.
- Consistently surpassed management-established sales goals by an average of 10% through strong relationship-building, product expertise, and effective sales strategies.
- Enhanced store reputation and drove a 30% increase in sales by providing expert guidance on complex product solutions, coordinating deliveries, and aligning recommendations with customer budgets and timelines.
- Managed delivery scheduling, installation coordination, and third-party contractor relationships for specialized projects, resulting in an 85% customer satisfaction rate and 80% customer retention.
- Served as a trusted key holder and acting manager, overseeing daily opening and closing procedures and making operational decisions on behalf of ownership during absences.
RETAIL STORE MANAGER – FRANCHISE STORE MANAGER
The UPS Store
Boston, Massachusetts
08.2008 - 03.2016
- Led operational strategy and execution, surpassing first-quarter revenue projections by 15% while achieving full compliance through process optimization and performance-driven leadership.
- Coached and developed a 10-person sales team, implementing targeted sales goals and proven selling techniques that increased weekly sales by an average of 15% over predictions.
- Strengthened workforce performance through recruitment, onboarding, and training of high-performing team members, resulting in enhanced productivity and operational efficiency.
- Coached and developed 10-person sales team, implementing targeted sales goals and proven selling techniques that drove weekly sales increases averaging 15% over predictions.
- Improved customer retention to over 75% by expanding sales channels, enhancing purchasing flexibility, and delivering exceptional white-glove customer service experiences.
- Increased customer retention to over 75% by expanding sales channels, enhancing purchasing flexibility, and delivering exceptional white-glove customer service.
Education
Bachelors Commensurate - Business Administration And Management
Various Universities
Boston, MA 05.2001 -
Skills
- Client relationship management
- Sales development
- Prospect targeting
- Strategic account planning
- Lead generation
- CRM proficiency
- Negotiation techniques
- Teamwork and collaboration
- Client engagement
- Time management
Accomplishments
- Supervised team of 15-20 staff members.
- Documented and resolved sales process inefficiencies, which led to a 20% increase in revenue.
Timeline
INSIDE SALES – ACCOUNT MANAGER – SHOWROOM SALES
AAA Appliance Corporation
03.2016 - 06.2025
RETAIL STORE MANAGER – FRANCHISE STORE MANAGER
The UPS Store
08.2008 - 03.2016
Bachelors Commensurate - Business Administration And Management
Various Universities
05.2001 -