Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
References
Timeline
Generic

Santana Hamm

Richmond,KY

Summary

Quality focused Store Manager offering over 10 years experience in retail, sales, service team leadership, and food operations. Skilled at providing employees clear guidelines and targeted goals to drive sustained revenue growth, team efficiency and customer loyalty. Knowledgeable about recruiting, hiring, training and motivating qualified teams to meet and exceed objectives. Motivational leader, strategic planner and analytical problem solver with demonstrated record of retail success.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Store Manager

Thorntons LLC
Lexington, KY
12.2022 - Current
  • Responsible of managing a crew of 15 or more.
  • Responsible for ensuring all Food is out in a timely manner and following all Health Department and Food regulations.
  • Responsible for cash and safe balancing.
  • Responsible for ensuring paperwork is in.
  • Responsible for ensure all vendors are checked in and complying with all safety regulations.
  • Responsible for all lottery functions.
  • Responsible for all scheduling.
  • Responsible for ensuring that policy is being followed.
  • Responsible for keeping the store clean, safe, and friendly.
  • Responsible for ensuring all team members follow fuel and safety regulations.
  • Responsible for all P&L.
  • Responsible for ensuring that time temps and regulations are being followed and put in the system.
  • Responsible for all cash that goes in and out of store.
  • Conducted daily store operations, including opening and closing procedures and cash handling.
  • Resolved customer complaints in a timely manner.
  • Implemented efficient systems for tracking stock movement.
  • Maintained accurate records of employee performance reviews.
  • Managed daily banking activities such as deposits and withdrawals.
  • Oversaw inventory management through cycle counts, audits and shrinkage control.

Store Manager

Habitat for Humanity
Richmond, KY
06.2016 - 12.2022
  • Conducted daily store operations, including opening and closing procedures and cash handling.
  • Monitored inventory levels and placed orders to restock shelves.
  • Developed strategies to maximize sales and profitability.
  • Established customer service standards and monitored staff compliance.
  • Organized promotional events to increase product awareness.
  • Resolved customer complaints in a timely manner.
  • Recruited, trained and supervised new employees.
  • Ensured compliance with safety regulations and company policies.
  • Implemented efficient systems for tracking stock movement.
  • Analyzed financial data to identify areas of improvement.
  • Maintained accurate records of employee performance reviews.
  • Created weekly work schedules for store personnel.
  • Performed regular price checks to ensure competitive pricing.
  • Prepared monthly reports on sales figures, expenses, profits.
  • Developed relationships with suppliers to negotiate better prices.
  • Updated POS system with new products and promotional offers.
  • Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
  • Managed inventory tracking and physical inventory counts to minimize loss.
  • Monitored employee performance and identified performance gaps for corrective action.
  • Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
  • Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
  • Updated and maintained store signage and displays.
  • Established store tactics and strategies to achieve operational performance and sales goals.
  • Evaluated store performance and incorporated feedback to implement improvement plans.
  • Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
  • Built relationships with key customers and stakeholders to grow business networks and locate new opportunities.
  • Identified needs of customers promptly and efficiently.
  • Displayed strong telephone etiquette, effectively handling difficult calls.

Assistant Manager

Food Mart
Richmond, Kentucky
07.2014 - 06.2016
  • Assisted in the development of operational strategies to ensure efficient and productive operations.
  • Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
  • Conducted regular performance reviews for employees to identify areas of improvement.
  • Coordinated with other departments to ensure smooth flow of operations.
  • Ensured compliance with safety regulations and company policies.
  • Developed a system for tracking inventory and ordering supplies as needed.
  • Managed customer service inquiries and complaints in a timely manner.
  • Monitored employee attendance records, timekeeping, and payroll information.
  • Created reports on sales trends, inventory levels, and financial data.
  • Established processes for monitoring customer satisfaction levels.

Customer Service Representative

Amazon
Lexington, KY
01.2012 - 07.2014
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Developed strong customer relationships to encourage repeat business.

Education

Associate of Arts - English Literature

Big Sandy Technical College
Pikeville, KY
04-2015

High School Diploma -

Pike Central High School
Pikeville, KY
05-2012

Skills

  • Competitor Monitoring
  • Revenue Generation
  • Employee Training
  • Store Merchandising
  • Operations Management
  • Operational Budgeting
  • Customer Service Management
  • Shift Scheduling
  • Loss Prevention
  • Talent Recruitment
  • Store Operations Oversight
  • Supply Ordering
  • Retail Inventory Management
  • Team Development
  • POS Systems
  • Payroll Management
  • Sales Professional
  • Accurate Cash Handling
  • Delegating Work
  • Retail Merchandise Quality Standards
  • Sales Promotions
  • Loss Prevention Procedures
  • Employee Scheduling
  • Cash Management
  • Marketing and Promotions
  • Vendor Management
  • Outstanding Communication Skills
  • Inventory Control
  • Recruitment and Hiring
  • Staff Supervision
  • Bank and Safe Deposits
  • Shift Checklists
  • Advertising and Marketing
  • Team Motivation
  • Team Leadership
  • Work Planning and Prioritization
  • Policies and Procedures
  • Performance Reviews
  • Opening and Closing Procedures
  • Strategic Thinker
  • Customer Service
  • Leading Staff Meetings
  • Root Cause Analysis
  • Team Building and Leadership
  • Relationship Building and Management
  • Problem-Solving
  • Sales Analysis
  • Recruiting and Hiring
  • Sales Coaching
  • Budgeting and Cost Control
  • Flexible Schedule
  • Employee Terminations
  • Friendly and Positive
  • Leadership Development
  • Training and Mentoring
  • Product Merchandising
  • Security System Monitoring

Accomplishments

  • Employee of the year - 3 times.

Certification

  • Food Handlers.
  • Servsafe certified.

Languages

English
Native/ Bilingual
Spanish
Limited

References

References available upon request.

Timeline

Store Manager

Thorntons LLC
12.2022 - Current

Store Manager

Habitat for Humanity
06.2016 - 12.2022

Assistant Manager

Food Mart
07.2014 - 06.2016

Customer Service Representative

Amazon
01.2012 - 07.2014

Associate of Arts - English Literature

Big Sandy Technical College

High School Diploma -

Pike Central High School

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Santana Hamm