Michael H. Email & Phone Number

Gurnee, Il

Vernon Hills, Il

Manager of front end operations, including, but not limited to, 50 Cashiers, 8 Customer Service Desk Associates, 5 Cart Attendants, and 4 Door Courtesy Greeters.Accurately and efficiently process returns, exchanges, and financially-related transactions.Developed 3 associates into positions of higher responsibility through effective motivational guidance, mentoring, and training.

Gurnee, Il

Deerfield, Il

• Provided customer service by acquiring knowledge of soft goods and fashion industry to greet and assist customers, and respond to customer inquiries and complaints.• Mentored new and existing associates to policy and procedural protocols and to achieve service standards.• Utilized corporate merchandising guidelines and directives to create effective merchandise presntations.• Supervised Cash Office and Back Office procedures and objectives.• Directed and supervised staff in providing excellent services to customers; Coached staff on dealing with difficult customers.* Monitored store inventory; ensured all store receiving and transfers, claims, damages, return to vendor transactions completed accurately and timely.

Gurnee, Il

Managed a team of three salaried Customer Service Managers and 100 - 125 hourly associates, including ownership of all operational functions: P&L management, shrink control, asset protection, risk management, back office management, onboarding, scheduling, training, guest satisfaction. Executed efficient inventory integrity management practices to achieve .05% to sales shrink goals.Developed 3 internally grown Operations Managers & 6 Customer Service Managers for the district. Heightened customer satisfaction and loyalty scores to 94% in 2007/2008; achieving top 5% ranking for company's stores.Developed and implemented short and long-term plans for operational efficiency including effective candidate searching, onboarding, training, evaluating, and retention. Reduced turnover by 20%.Actively involved with vendor representatives including new product training assistance with sales associates and promotional readiness.Established exceptional teams by focusing on succession planning and proven ability to identify, grow and maintain quality candidates for future staffing needs. Improved productivity by implementing staff engagement programs to reduce turnover and increase morale.

Vernon Hills, Il

Hired as Store Manager in 2001; promoted to District Training Store Manager in 2005. Managed 12 units, 150-175 associates, and $23-$25M total sales volume north suburban Illinois districtDecreased turnover and increased employee retention through motivating relationship-building training. Reduced turnover by 15%-33% at various locationsDeveloped professional competencies in 14 associates to Store Manager/Management-level positionsSupported a multi-unit management process to create strong teams instilling in management a culture of prompt decision making, professional development, and constructive feedbackEstablished and oversaw maintenance of effective sourcing strategies and internal/external resume tracking systems to expedite the process of identifying qualified candidates and quantifying and analyzing effectiveness and efficiency metricsAnalyzed, assessed, developed, and authored Individual Development Plan for Store Manager to improve management and employee relations skillsFacilitated store staff discussions to increase productivity, strengthen employee relationship-building, improve customer service, and develop procedural adherence. Initiated and encouraged constructive dialogues among groups with historic communication and morale-development needs