Michael Young Email & Phone Number

Atlanta, Georgia, Us

Chamblee, Georgia, Us

Warehouse Manager with four teams directly reporting; Receiving, Inventory, Quality Control, and Value Added Services. Bi-coastal multi-facility responsibilities, specializing in slotting optimization. Skills include project managment, SOP development,& implementation, team recruitment, development & retention. Exceeding all KPI and budget targets & expectations.

Atlanta, Ga, Us

St. Louis, Mo, Us

Appointed as store leader to guarantee an extraordinary customer experience and unbeatable value by achieving high performance through human resources management, realizing revenue and profit goals using company's processes to manage all operational functions, and creating a culture of accountability in which the company's values and mission statement are practiced daily. Management of 50,000 sq ft showroom, 25,000 sq ft fully racked warehouse and a variable range of 49 to 69 employees. Recoginized by D.M. as leading the company in many key metrics relating to sales, customer service and employee relations as well as improving visual and operational store standards.

Administered initial & ongoing training programs for Economic Self-Sufficiency Specialists assessing eligibility for public assistance programs based on highly complex state & federal law & regulations. Successfully designed policy & procedural training curriculum resulting in high-producing, accurate, award-winning teams. Updated & maintained curriculum based on ever-changing state & federal directives, facilitating change training to Regional teams. Analyzed developmental & training needs based on performance, record audits & follow-up assessments, developing & facilitating additional support and training as appropriate. Provided training & coaching to individuals as well as groups of up to 50 students, short term as well as up to twelve week in duration. Served as department liaison for the Community Refugee Assistance Board.• President – Regional Staff Advisory Council • Twice awarded State of Florida’s Annual “Rising Star” and “Shining Star” Awards • FNS Improvement Task Force participation commendation• Recognized for volunteer humanitarian support for 2010 Haiti Relief OperationEconomic Self-Sufficiency Specialist, SeniorAccepted on-line applications and determined eligibility of applicants for SNAP, TANF, and Medicaid programs including LTC, NH, HCBS, Refugee Services, Group Home, AABD, and Coordinated Child Care. Maintained high volume caseload with superior efficiency and accuracy. Completed peer record reviews to ensure field office compliance & accuracy. • Consistently evaluated as “excellent” and “exceeding all expectations” (available upon request)

Us

Enlisted by privately-held moderately priced furniture retailer with 38 locations and $10 million in standing inventory to establish and maintain inventory control and internal operations audit functions. Primary initial responsibility was to assist in company conversion from an internal I.T. system to the Storis® system for inventory management, financial management, point of sale operations and performance reporting.▪ Developed and presented individualized, position-specific computer-based program training materials and exercises for all company system-users to establish competency in system capabilities and utilities.▪ Executed program testing, assigned and maintained system-user permissions & accessibility. ▪ Served as Storis® helpdesk liaison for system-users to resolve concerns and processing difficulties,providing training and ongoing direction to additional helpdesk team members. Implemented Storis®-based physical inventory process, providing training and continued assistance to regional and district management.▪ Authored and submitted analysis and corrective measure recommendations for inventory management at alllocations, reporting to and partnering directly with the President, CFO and CEO.

Atlanta, Ga, Us

Retained to provide customer service department consultations and national training for the employees of the 1400+ locations of the “Aaron’s Sales and Rent to Own” and “Rimco” divisions. ▪ Monitored and analyzed the “Dell Computer Sales” division of the corporation, providing customer service improvement counsel and authoring a new scripting package to enhance the “customer friendly” experience.▪ Developed infrastructure, recruited team and initiated Customer Service Call Center for Aaron’s Inc.▪ Created Power Point® educational programs and competency exams on Company History, Employee Orientation, Company Policies and Procedures, DOT and Safety Guidelines, Space Planning andMerchandising, Customer Service and Sales. ▪ Facilitated E-learning training courses on a daily basis via Webex.com to teach and certify employees in the areas identified above as educational programs.

Customer Relationship Manager appointed to develop and launch a comprehensive Customer Service Division – delivering exceptional customer service, resolving client concerns and ensuring consumer loyalty. Recruited, coached and developed key personnel across the organization to staff five geographically selected call centers. Built successful infrastructure, process/workflow and quality control processes for the customer service home delivery operation and customer warranty resolutions department for company generating revenue of $150+ million annually.• Improved service level from 72% to 96%, beating industry standards for call time by 44%• Minimized abandon percent to 1.69% & reduced total resolution time by 34%• Authored and implemented all company Customer Service Policies and Procedures• Served as the “Voice of the President” responding to top tier escalations; maintaining a 100% successful arbitration rate as the corporate liaison with Attorneys General and Better Business Bureau• Managed five Customer Service Call Centers and a centralized Corporate Customer Service Department• Established position-specific job qualification requirement curriculum and facilitated functional and position enhancement training to ensure competency levels and achievement opportunities for team members• Developed and administered an award-winning customer satisfaction and loyalty response program with a response rate of less than 24 hours and satisfaction/retention levels exceeding 98% for the company’s internet survey feedback site.

Recruited to manage a Storehouse location for which employee retention and profitability required improvement. Recruited, coached and develop team of two assistant managers and six design consultants to bring the store to profitability and to achieve corporate goals within the first six months.

Partnered with Corporate Inventory Manager to oversee asset management and inventory integrity for product, fixtures and materials at 70+ retail locations, 4 major distribution centers, 2 logistical cross-docks, corporate office, catalog photo shoots & promotional venues allowing extended asset control management and annual operational audits.• Managed records, analyzed and reconciled inventories at 70+ locations providing asset management & protection training as dictated by results• Co-developed a Retail Operations Audit ensuring compliance with policy and procedure, risk management liability reduction, compliance with Federal, State and Local laws and regulations, cash and order management, a• Vital link for external auditors from BDO, financial interests and our parent company• Administered a multi-tiered cycle count program, reconciled variances, and provided inventory integrity training

General Manager operating a highly profitable and customer service driven business through the successful acquisition, hiring and development of a team that consistently delivered results. Responsible for all aspects of managing a single store including leading store associates and delivery teams, overseeing store operations to achieve sales, service, customer satisfaction and profitability goals. Accountable for the development and facilitation of product and sales training for team. Responsible for showroom space planning and all visual display. Successfully expanded the customer base and sales through the development and implementation of in-home design services

General Management of privately-held luxury interior residential and commercial design centers with 3 locations and a focus on custom exclusive designs, high-end furnishings, floor, window and wall coverings along with art, accessories, linens and all elements of home decor

Regional Training Specialist (one of seven State regions) for period of three years providing all staff training (individual and groups of 70+) to new and tenured Eligibility Supervisors and Welfare Eligibility Examiners for the administration of complex public service support programs. Developed and presented curriculum to teach, coach and mentor staff in state and federal policy and procedures for accurate processing and determination of benefits for all government financial aid programs administered by HHS. Evaluated and modified training curricula as necessary based on frequent changes to state and federal law & program regulations. Maintained training files on staff to ensure compliance with required training attendance and comprehension assessments as required for retaining state and federal certifications and funding. • Specialized in NH, LTC including HCBS, AABD, and Federal Spousal Impoverishment programs• Served as Program Liaison and Systems Tester for the EPICS (Eligibility Programs Integrated Computer System) Development and Conversion Team to automate application and eligibility determinations for the State of Idaho• Recipient of Senatorial Commendation for productivity, efficiency and service to the communityWelfare Eligibility Supervisor, Interim Served as Burley Field Office Welfare Eligibility Supervisor, Interim for one and one-half years during temporary re-assignment of supervisor to other projects.Welfare Eligibility ExaminerSeven years of highly accurate and successful eligibility determinations for all Food Stamp, Cash, Medicaid and Foster Care Programs. This included receipt and review of applications, interviewing applicants, verification of all income, expense, asset, medical, disability, and other eligibility factors. Home visits, collateral contacts, field investigations and referrals for program integrity purposes. Representation of the Department in appeals and hearings.