CAREER OVERVIEW• Strong retail store manager with vast expertise in customer service, retail, and restaurant industries. Resourceful in identifying solutions even when no clear path appears obvious. Direct management of up to 50 employees.• Comfortable working remotely and independently with little supervision. • Capable learner; enjoys challenging environments within which to grow profits. Adapts seamlessly to new processes.• Demonstrated superior track record of customer service. First point of contact for requests, questions, and concerns. High level understanding, patience, and empathy when interacting with customers. Navigates difficult conversations/interactions with professionalism, diffusing potentially difficult situations via top proven solutions.• Hyper-organized with strong work ethic. Superior attention to detail. Committed to continuous growth and learning. • Supports Operations team with customer service requests and community management. • Routinely suggests and contributes to improvements in overall community experience for customers.• Entrepreneurial spirit – takes ownership, especially in times of crisis.KEY ACHIEVEMENTS• Nurtured and retained customer satisfaction at +93%.• Managed all customer service issues with professionalism and integrity, retaining +93% satisfaction rates, with responsibility for holiday sales of up to +100,000 for Thanksgiving seasons 2014 – 2018 (approx. 10% growth YoY.)• Turned around new store to achieve profitability in first year of operation. Opened 2 new stores. Kept location open 2 years after planned close.PROFESSIONAL EXPERIENCE• Daily operations management, including opening and closing shifts. • Total financial oversight, controlling all cash and change orders as well as payroll, invoice reconciliation, daily paperwork, daily and weekly inventory reporting, cash control, inventory management, and banking. • Staffing – hires, fires, training, employee development, payroll, setting policies, scheduling, handling of all in-store HR issues with reporting to Corporate. Hired and developed high-performance teams. Developed employees for management positions.• Full stocking and inventory management, ordering and control of shrink.• Supervises all aspects of customer service. Responsible for all planogram resets.• Control of Catering and online sales. Oversaw all Human Resources (HR) issues, reporting to Corporate.• Opened new corporate stores in Philadelphia region. Assisted with takeovers from franchisees. Lottery sales management.