William Hopkins
Hingham
Summary
The Dollar Tree store I took over in Boston was neglected, run down, dirty and clearly lacked leadership. Here is a letter written to the CEO from an almost lost customer. "Sir It must feel "old school" to receive an actual letter from a customer. However, I spent 30 years in the legal industry specifically as it pertained to excellent client services. Into the 6th week of your new Dollar tree everything has gone down hill. I discovered the first 2 managers there were temps just to get it up and running. The next two managers were blatantly rude in both store appearance and their customers. The exterior was a huge mess. The shelves were half empty. Even the college kids were complaining. It quickly became a" cheap place for cheap stuff". I wrote a letter at that time hoping repair would follow. I gave it another 6 weeks and with no change and even worsening conditions i took my business elsewhere. Due to proximity, I recently returned. Only to be pleasantly surprised. You have a manager, Bill Hopkins. This is the guy who will win back the population lost to you. Bill was immediately polite and helpful making suggestions, instantly locating each item I requested. Never flustered or impatient with several customers demanding his attention at once. I was happy too that both the interior and exterior are clean and shining. I am a three time cancer survivor and cannot risk walking the store with covid in the air, I would not survive! You sir have a winner. A solution finder who gets the job done. A rare commodity today. You will need him in the future. As long as you continue to hire people of quality, who will deliver the very service Americas fragile consumers will need, you will not go wrong. Best of Luck to you Sincerely, Zita A. QuXXXXX
Overview
25
25
years of professional experience
Work History
Store Manager
Michaels
Weymouth
08.2022 - Current
- Consistantly in top 4 in district as it relates to kpis.
- Ship from store #1 in district for accuracy and fill rate.
- Planograms executed in a timely manner to company expectations
- Daily readiness walks executed to company standards
- Consistant customer compliments of "whole team helpfulness" from customers while shopping.
- I strive on building a positive culture for my team and the customers.
Store Manager
Dollar Tree
Boston
07.2019 - 08.2022
- Completely turned around neglected inner city store from staffing, merchandising establishing routines, leading by example and accountability.
- 2021 Top Gun Sales Producer Q1,Q2,Q3,Q4
- Exceeded monthly Sales Goals every month 2021 resulting in bonus payout
- Designated "Model Training Store"
- Responsible for all staffing, hiring, recruiting and coaching.
- Assisted other store managers in the district as it relates to, new store opening, inventory prep and freight flow.
Store Manager
Cvs Pharmacy Inc
Boston
01.2017 - 07.2019
- Mentored and Led 2 stores to first place with " Care pass Program " a new loyalty program for CVS
- Analyzed P & L and reacted to opportunities as it pertained to the bottom line or budget
- Excess coupon overrides, price overrides coached and counseled accordingly
- Executed weekly ad campaign and set promo end caps accordingly
- Wrote and optimized weekly schedules within company guidelines
- Satisfactorily responded to all customer concerns in store and online within 24hrs
- Executed price changes, quick picks and cycle counts on a daily basis
- Trained and promoted associates from cashier to supervisor and operation manager positions
- Executed truck put away within 24hrs
- Planogramed and merchandised seasonal sets
- Performed all opening and closing procedures as set forth to the company guidelines.
Senior Merchandise Manager
Bed Bath And Beyond
Braintree
01.2012 - 01.2018
- Merchandising - Executed all seasonal aisle campaigns
- Mapping and placement of merchandise as it relates to seasonality and profitability
- Monitored side caps, end caps, and featured items ensuring the merchandise was producing the necessary sales
- Ordered merchandise for the store weekly
- Reviewed top 100 skus in the company and in the store for in stock position
- Worked with receiving team daily ensuring productivity was being met and the freight was going to be ready for the next day
- Managed sales floor associates to ensure the necessary space would be prepped for all incoming freight
- Reviews were written and delivered in a timely manner, Captain of driving special orders"beyond sales" - store maintained # 1 position for 12 mos.@ 6.2 % of sales compared to region average of 4.2 and overall company average of 4.4
- Accomplished through creating sales culture
- Directly involved with all hiring, mentoring, training and coaching of associates
- Effectively optimized coverage on the sales floor staying within budgeted hours on a weekly basis
- Trained associates on point of sale system as well as merchandise exchanges and refunds
- Reviewed price changes for product placement and execution of signage
- Maintained 1 + 1 standards on the front end ensuring customers were not waiting
- Supervisors not executing these standards were coached and retrained accordingly
- Operations scorecard increased from a starting point of 76 points to 93 / 100 while in position
Operation Manager /Sales
Lowe' Home Improvement
Haverhill
01.2006 - 01.2012
- Achieved budgeted sales and profit in 2008, 2009
- Ensure that customer service, merchandising, operational, safety, and security standards were met and exceeded
- Safety standard goal of 80 days accident free was exceeded frequently
- Ensured in stock position was top priority by validating the daily IRP program was completed quickly and efficiently
- Responsible for the oversight of Zone Managers, Sales Floor personnel, Pricing, Delivery, Freight Flow, Assembly, John Deere, and Product Service Associate ( s )
- Responsible for overall operational integrity of the store, including achievement of budgeted goals
- Ensure audit and Policy & Procedure compliance on a daily basis while controlling overall store expenses
- Ensured that all assigned employees are trained and capable of performing their assigned duties
- Built and maintained an environment of achievement and reward for all staff members
- Provided training and mentored up to 40 associates in a broad range of skills and abilities
- Developed and planned activities to ensure proper completion of the re merch in a timely manner
- Validated over 1000 bays of selling space that was reset
- Managed district " Hit Team " of 16 associates to assist in detail of store wide re merch
- This task entailed moving over 400 top stock pallet locations and replacing over 800 missing labels
- Graduate of Lowe 's " M.T.P " - Manager Training Program and " A.M.T.P " - Administrative Manager Training Program .
- Implemented policies and standard operating procedures for continuous improvement
- Identified and resolved unauthorized, unsafe or ineffective practices by inspecting production areas regularly
Executive Team Leader Guest Service
Target
Boston
01.2003 - 01.2006
- Provided effective planning and leadership directing key business functions, with emphasis on merchandising and customer service for this high risk, high volume urban retailer with $ 55,000,000 in annual revenue
- Worked closely with senior management defining overall goals, develop processes and procedures encouraging high operating efficiencies coupled with lower costs, and personally resolve complex customer service issues to maintain high customer loyalty and satisfaction
- Built and maintain an environment of achievement and reward for all staff members
- Provide training and mentor 7 Team Leaders, and up to 70 Team Members in a broad range of skills and abilities
- Ensure full compliance with company policies and procedures, and ensure fast, customer - centric service delivery in all departments
- Successfully processed over 1 million transactions / year at South Bay
- Performed LOD duties - Ensuring the entire team stays productive and accounted for maximizing sales and satisfied guests
- Ensured off stage areas such as the parking lot, front entrance and physical building are to Target 's brand standards
- Managed quick turn around on equipment repair keeping the building in stock
- Contribute to payroll reduction by scheduling appropriately during peak season
- Quick checkout with 1 + 1 standards were met throughout the year
- Minimized seasonal liabilities and achieved the highest merchandising standards for check lane end caps
- Personally responsible for delivering high guest satisfaction for all services and product lines
- Vendor services offered include Star Bucks, Pizza Hut, 1 Hr Photo, guest services, and front check lanes
- Ensure all staff members possess required customer service skills
- As required, personally resolve difficult issues, or escalate for satisfactory, positive resolution
- Noteworthy achievements include developing a credit culture throughout the store resulting in achieving and maintaining the # 1 producer within the district for Target 's lucrative credit program
E - Business Merchant/Sales
The Home Depot S.S.C
Atlanta
01.2001 - 01.2003
- Responsible for the power tools and hand tool merchandising within the home depot.com website
- Worked with multiple Home Depot locations establishing shipping hubs for specific product assortments
- Led a team of designers and programmers to build "rich content" on home depot.com
Education
Bachelor's - Business
Northeastern University
Boston, MASkills
- Promoting products
- Store Management Experience
- Payment verification
- Retail sales transactions
- Depositing cash
- Retail math
- Retail sales
- Client rapport building
- Upselling
- Cash handling machinery
- Special order processing
- Detecting counterfeit currency
- Retail security monitoring
- Payment card processing
- Driving
- Greeting customers
- Inventory management
- Phone communication
- Store closing procedures
- Refund processing
- Giftwrapping
- Business
- Equipment repair
- Leadership
- Mentoring
- Merchandising
- Payroll
- Personnel
- Safety standards
- Selling
- Scheduling
- Providing product information
- POS systems
- Cash register operations
- Making change
- Budgeting
- Team Management
- Freight Experience
- Recruiting
- Specialty store experience
- Profit & Loss
- Cross-selling
- Customer returns handling
- Customer service
- Customer complaint resolution
- Stocking
- Merchandising display arrangement
- Balancing cash drawers
- Manual handling
- Retail Management
- Payment reconciliation
- Retail shipping operations
- Knowledgable with budgets
- Cashiering
- Coaching
- Customer service skills
- Directing
- Guest Services
- Cash register
- Retail price checking
- Foreign currency payment processing
- Product demos
- Hardware store experience
- Store opening procedures
- Customer inquiry handling
Additional Information - Authorized To Work
Authorized to work in the US for any employer
Personal Information
Willing To Relocate: Anywhere
Timeline
Store Manager
Michaels
08.2022 - Current
Store Manager
Dollar Tree
07.2019 - 08.2022
Store Manager
Cvs Pharmacy Inc
01.2017 - 07.2019
Senior Merchandise Manager
Bed Bath And Beyond
01.2012 - 01.2018
Operation Manager /Sales
Lowe' Home Improvement
01.2006 - 01.2012
Executive Team Leader Guest Service
Target
01.2003 - 01.2006
E - Business Merchant/Sales
The Home Depot S.S.C
01.2001 - 01.2003
Bachelor's - Business
Northeastern University