Ty Granfors
Severn
Summary
Dynamic and results-oriented professional with 29 years of retail experience, including 26 years in store management within the retail and hospitality sectors. Extensive expertise in a leadership role, with a proven ability to cultivate high-performance teams that excel in delivering exceptional customer service and driving operational success across diverse environments. Experience managing teams of 3 to over 70 associates. Career progression includes starting as a box boy at a retail drug store in San Diego, advancing to department manager, and achieving impactful tenures as store manager at Harbor Freight Tools, LL Flooring, and Home Surplus. Seeking a challenging position that leverages strengths in team development and positive, results-driven leadership while providing opportunities for continued growth.
Overview
28
28
years of professional experience
Work History
CXM (Customer Experience Manager/Store Manager)
Home Surplus
Blaidensburg, MD
10.2024 - 08.2025
- Overlooked all Cabinet projects from Pro’s, DIY, sales. Inventory management, special orders, logistics for deliveries of products.
- Coach and developed new hires and other associates from other stores in product knowledge and customer service. Held the team to a high standard of accountability to improve customer service scores and generate return business from the Pro’s and DIY customers.
- Helped streamline the POS system change from Counterpoint to Netsuite. Train and develop the staff on how to use CRM Salesforce to help improve customer follow-up with current and new pro’s with a final result of increase sales.
- Worked directly with vendors to make sure our grab and go cabinets were in stock and consistently on order to maintain a quality supply of cabinets.
- Overlooked the Pro team to make sure we were meeting, if not exceeding, our pro retention plans and new pro acquisitions.
- Managed payroll, writing effective schedules based on weekly sales plans.
- Mentored junior staff in best practices for handling complex customer inquiries effectively and efficiently.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Implemented data-driven strategies to identify areas needing improvement in the customer journey.
- Reduced response time to customer inquiries by implementing advanced CRM system.
- Negotiated with vendors to secure better service terms that enhanced overall customer experience.
Store Manager
LL Flooring
Glen Burnie and Rockville, MD
10.2019 - 10.2024
- Overlooked all flooring projects from Pro’s, DIY, Installs, sales. Inventory management, special orders, logistics for deliveries of products.
- Used SAP and Sales Force CRM to help manage and maintain constant follow up amongst our PRO and Customer base to drive sales and better customer experience.
- Coach and developed new hires and other associates from other stores in product knowledge and customer service. Held the team to a high standard of accountability to improve customer service scores and generate return business from the Pro’s and DIY/DIFM customers.
- Had the top customer service (NPS score) in the region based on customer reviews two years in a row (improved Rockville NPS score from the bottom to the top of the list).
- Managed payroll, writing effective schedules based on weekly sales plans.
- Won the Leaders circle award winner in 2022 (top performing store in the region) Runner up Leader circle award in 2020.
Park Manager
The Adventure Park at Sandy Spring
Sandy Spring, MD
01.2017 - 01.2019
- Leads and manages team including Course Operations, Business Operations, Retail and Sales.
- Coach and develop supervisory and technical staff. Build a sense of ‘team’ and positive culture in the organization where employees feel both recognized and accountable.
- Developed and maintained an excellent guest experience. (Top rated Trip Advisor award 2017,2018)
- Managed Payroll by writing an effective schedule based on weekly budget.
- Hiring/onboarding/termination procedures of employees using ADP.
- Help create an annual budget for the season.
- Developed and implemented safety protocols to enhance visitor experience and staff efficiency.
- Oversaw daily operations, ensuring compliance with park regulations and industry standards.
- Trained and mentored staff on operational procedures and customer service excellence.
- Analyzed visitor feedback to identify areas for improvement in services and attractions.
- Enhanced visitor experience with timely updates to park signage, maps, and informational materials.
- Reduced maintenance costs through efficient scheduling, resource allocation, and preventative measures.
- Streamlined daily operations with the development of comprehensive SOPs for all staff members.
Store Manager
Harbor Freight Tools
San Diego, CA
10.2007 - 10.2016
- Opened a new store location and assisted in recruiting and training new staff. Reorganized the sales floor to meet company demands.
- Overlooked the financial and operational execution of the store. Utilized company reports to drive the team to be successful in sales and inventory replenishment daily.
- Created an A+ team atmosphere by positive reinforcement and accountability.
- Promoted to store Manager within 8 months with the company.
- Created weekly schedules according to payroll policies and budget.
- Trained 3 new store managers on store procedures and policies.
- Managed inventory control processes, ensuring accurate stock levels and timely replenishment.
- Led daily operations to enhance customer experience and drive sales growth.
Stocker/Key Carrier/Dept Manager (ASM)
Longs Drugs Store
San Diego, CA
06.1997 - 10.2007
- Designed displays to make the store experience interactive and engaging. Displayed the appropriate signage for products and sales promotions.
- Arranged items in favorable positions and areas of the store for optimal sales.
- Uphold stock levels and proper pricing for multiple product lines.
- Opened and closed the store, which included counting cash drawers and making bank deposits.
- Dept Manager of the year 2003 and 2005 for San Diego District.
- Employee of the year for the store 1999,2002.
- Employee of the month awarded 6 times as stocker/key carrier.
Education
High School Diploma -
Junipero Serra High school
San Diego, Ca01.1997
Associate of Arts - Liberal Studies
Mesa Community College
San Diego, Ca01.2002
Skills
- Store opening and closing procedures
- Customer service oriented
- Store operations
- Inventory control procedures
- MS Office
- SAP
- Sales Force
- CRM proficient
- Loss prevention comprehension
- Outstanding communication skills
- Retail merchandising expertise
- Exceptional leader
- P&L
- Team-oriented
- Listening skills
- Recruiting and interviewing
- Energetic self-starter
- Reliable
- Results-oriented
- Flexible schedule
- Scheduling
- Staff monitoring
- Project management
- Budgeting and allocation
Accomplishments
- Supervised team of 35-70 staff members.
- Store was involved in part of testing new SOP's for Harbor Freight Tools that launch company wide.
- Promoted to Store Manager after 8 months in the Assistant Manager position.
- Have experience in building/rebuilding/relocating 6 stores from the ground up.
- Trained 3 ASM’s to store managers from the outside of the company.
- Helped train a current new store manager trainer for the company on company SOP's.
Timeline
CXM (Customer Experience Manager/Store Manager)
Home Surplus
10.2024 - 08.2025
Store Manager
LL Flooring
10.2019 - 10.2024
Park Manager
The Adventure Park at Sandy Spring
01.2017 - 01.2019
Store Manager
Harbor Freight Tools
10.2007 - 10.2016
Stocker/Key Carrier/Dept Manager (ASM)
Longs Drugs Store
06.1997 - 10.2007
Associate of Arts - Liberal Studies
Mesa Community College
High School Diploma -
Junipero Serra High school