Customer Service Sales

Norman Scofield

Email: abqp7u@r.postjobfree.com

Address: **** ******* **.

City: Micco

State: FL

Zip: 32976

Country: USA

Phone: 301-***-****

Skill Level: Management

Salary Range: $40,000

Primary Skills/Experience:

See Resume

Educational Background:

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Job History / Details:

NORMAN JEFFREY SCOFIELD

5368 Bannock St. Micco, Florida 32976 (772) 202- 4564, 301-***-**** abqp7u@r.postjobfree.com

RETAIL SALES STORE MANAGEMENT PROFESSIONAL

Recently relocated from Maryland to permanent residence in Micco, Florida in December 2012.

Accomplished and result oriented manager offering 12 years of experience in the position of Retail Store Director.

Client-driven, multi-unit business manager with proven success revitalizing failing retail units. History of increasing sales and revenue base through focused marketing campaigns and high-quality customer service.

Comprehensive experience in all aspects of retail operations with strengths in strategic planning, project management, team leadership, customer service, and staff management and training.

Acknowledged for sharp business focus, clear communication style, and talent for inspiring performance excellence and team spirit through hands-on operations management and detailed follow through. Exceptional in pinpointing operational inefficiencies and invigorating employee morale and culture change.

A "can-do" leader with exceptional ability to turnaround chaos and conflict in the workplace. Consistently deliver "above and beyond" for complete customer satisfaction. Exemplify integrity and adaptability.

Core Competencies

- Customer Service Best Practices - Labor Relations & Staffing - Supplier/Vendor Relations

- Employee Management & Scheduling - Staff Training & Motivation - Pricing/Contract Negotiations

- Inventory Control/Management - P&L/Financial Tracking - Cash & Records Management

- Union/Non-Union Management - Advertising & Promotions - Merchandising/Schematics

- Sales Forecasting & Expense Control - Workflow Optimization - Front/Back-End Logistics

Awards & Accolades

"Store Manager of the Year" "Best Store in Show" "National Store Manager of the Year"

"Presidential Award for Best Store Standards" "Best Customer Service Store" "Highest Volume Store"

PROFESSIONAL EXPERIENCE

Store Director, FOODLION, INC., Washington, D.C. & Maryland May 2011 - December 2012, Resigned and relocated to Fl.

Effectively managed P&L sales and labor budget, recruiting, scheduling, cash control, superior customer service, in-depth scrutiny of back door receiving and inventory practices. Executed experienced logic needed to expose shrink loss. Introduced an extensive prioritization plan to reinforce Standard Practices. Successfully managed an underperforming store, due to the opening of a Wal-Mart Super Center, located less than a mile away. Developed positive strategies to motivate associates and reduce projected sales loss.

Store Director, SAFEWAY, INC., Washington, D.C. & Maryland 2009-2011

Challenged to maximize store sales and profitability in stringent union environment. Manage all aspects of store operations. Direct sales, customer service, inventory control, visual merchandising, housekeeping, cash control, labor, scheduling, records, administration, and compliance to corporate policies/procedures. Supervise up to 10 department managers and 147 associates. Manage annual sales budget goals of up to $34M with full P&L.

Lead on-going process improvement initiatives and inspections. Ensure compliance with OSHA, Health Department, and Weights & Measures guidelines. Monitor daily assets and out of stocks, communicating immediate corrections. Negotiate with vendors to ensure sales items are in stock and that merchandising is compliant with corporate guidelines. Audit cashier tills. Monitor perishable coolers for date codes and FIFO. Manage and coach staff daily, instilling sense of urgency and passion for excellence, ensuring on-going commitment to superior customer service while training staff to achieve 90%+ on Mystery Shop scores.

Assigned to turnaround under performing retail locations in Washington, D.C. Challenged with low-income customer base and unsafe neighborhood environment:

NORMAN JEFFREY SCOFIELD 301-***-**** Page 2

* Increased general sales 4% in 6 months and increased perishable sales 2% by enhancing merchandising and improving staff accountability, training each employee, rectifying scheduling/departmental issues, and enforcing professionalism and customer service.

* Improved daily out of stocks 35% to an acceptable level of 180 per day.

* Turned around chronic failure of corporate audits to attained acceptable requirement of 90%.

* Achieved payroll at 104%+ to budget for the first time in the store's history through staff scheduling.

* Improved Mystery Shop scores from low 60% to acceptable 90%.

Assigned to improve retail location in Waldorf, MD with considerable inventory shrink and theft:

* Increased general sales 6% in 4 months. Increased perishable sales 2%.

* Uncovered and rectified $48K+ in A/R errors through daily scrutiny, investigation, and follow through.

* Improved daily out of stocks 48%+ to acceptable 150 per day, working closely with grocery manager.

* Turned around past audit failures to achieve corporate audit requirement of 90%.

* Improved Mystery Shop scores from low 80% to acceptable 90%

Store Director, SHOPPERS FOOD & PHARMACY, Maryland 2001-2009

Acted as the vital link with district manager to implement business initiatives in the stores, ensuring key processes were in place and merchandising strategies were in alignment. Revamped personnel to build a team capable of executing with excellence, improving cross-organizational teamwork. Trained and motivated employees to improve product knowledge and assume managerial functions to enrich their work environment, sell with assurance, provide quality customer service, and meet sales goals. Supervised up to 10 department managers and 198 associates. Managed annual sales budget goal of up to $42M with full P&L.

Assigned to improve sales at retail location in Lexington Part, MD with 3 major competitors nearby including a new Wal-mart Super Center expansion:

* Increased general sales 16% in 15 months in the face of corporate estimated loss of 22-26% due to new Wal-mart Super Center. Cut losses to 14% within one year after the opening of the Super Center.

* Increased perishable sales 2%. Improved daily out of stocks 45% to acceptable level of 175 per day.

* Turned around constant failure of corporate audits to achieve 90%.

* Achieved record-breaking 100% score on the SuperValu 2-day NSF yearly corporate audits-the only store in Shopper's history to achieve 100%.

* Earned Store Manager of the Year, 2007.

Assigned to improve sales at retail location in College Park, MD with 2 major competitors nearby:

* Increased sales 3% in 6 months, perishable sales 2%, and customer satisfaction from 82% to 91%.

* Earned Presidential Award for the Best Store Standards, #1 visit by the President of SuperValu.

Store Director, PETCO CORP., New Jersey & Virginia 1997-2001

Introduced grocery store sales and management methodologies to pet industry with exceptional results. Managed all aspects of retail store operations including 3 multi-unit store managers with full P&L. Improved staff accountability, customer service, and operational standards with 100% focus on corporate directives.

* Increased sales 8% and improved in-stock percentage to a stellar 94%.

* Led largest increase in sales revenue during Christmas week, 1999, with 20% increase to $210K.

* Earned the company's first ever National Store Manger of the Year, 1999.

EDUCATION CERTIFICATION

One year of studies in Computer Science, Middlesex County College, Edison, NJ

Middlesex High School - Middlesex, NJ - High School Diploma

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