RETAIL MANAGER Resume Detroit, MI - Hire IT People

SUMMARY:

Over 15 years of progressive operations leadership delivering actionable strategies and viable solutions that improve productivity, profitability, and customer loyalty in diverse domestic and international markets.
Career marked by - winning leadership roles at Michigan Caterpillar, Confidential, GM dealerships, and U.S. government contractors including QUEST.
Six Sigma Green Belt experienced in driving successful ISO9000 process by instituting ISO quality standards, QA programs, and leading quality engineering audits.
Track record of optimizing overseas operations and identifying multimillion-dollar business development opportunities for U.S.-based companies in the Middle East.
Fully bilingual/bicultural in English and Arabic with demonstrated talent coordinating and leading teams of government contractors, Confidential personnel, and foreign nationals.
Operations Managementw Strategic Planning & Tactical Executionw Business Development
Budget / P&L Managementw Contract Business Strategies & Negotiationw Systems Implementations
FAR / DFAR Contractsw Logistics & Inventory Managementw Project Management
Multinational Leadershipw Customer Relations & Communicationsw Recruitment & Retention

TECHNICAL SKILLS:

Technology: Oracle ERP w Microsoft Office Professional w Java w CQIS w GCR w AWS w OASIS w CMMS w WERS w TSB w SST w DUNS w CRM w CAGE Code w ROP w RFP w SAM (formerly CCR) w ORCA

PROFESSIONAL EXPERIENCE:

Confidential - Detroit, MI

RETAIL MANAGER

Responsibilities:

Managed all facets of retail operations encompassing merchandising, inventory, shrinkage, financial reporting, human resources, and customer service. Held full store P&L responsibility. Led staff of 27-35 retail associates.
Ensured maximum efficiency and profitability of three separate Confidential locations.

Confidential

OPERATIONS MANAGER

Responsibilities:

Cut transport and logistics time in half from 45 to 21 days, driving down costs significantly, by developing innovative solutions to effectively and legally expedite immigration/customs process for 45+ Confidential personnel and government contractors.
Played key role in strengthening Confidential ’s defense against roadside mines and improvised explosive devices (IEDs) as one of five contracted companies on VSE Corp. ’s prime contract for Letterkenny Army Depot Route Clearing Vehicles Modernization program.
Established housing and supplemental services for Confidential operation with 70 certified mechanics.
Gained working knowledge of Federal Acquisition Regulations (FAR) and Defense Federal Acquisition Regulations (DFAR).

Confidential

BUSINESS DEVELOPMENT & PLANNING MANAGER / ASSISTANT GENERAL MANAGER

Responsibilities:

Expanded horizon of company’s service department by soliciting potential $150M business opportunity with U.S. government. Developed and submitted proposal for Tank-automotive and Armaments Command (TACOM) Light Tactical Vehicles (LTV) Theater-Provided Equipment Refurbishment (TPER) opportunity.
Streamlined corporate operations allowing all 14 locations to communicate/collaborate, optimized lifecycle repair management, and enhanced physical assets management by leading implementation of $1.2M Oracle ERP system.
Enabled company to monitor productivity and performance of individual mechanics, cut capital and operating expenses by 30%+, and ultimately improve ROA by leading workshop network connectivity project to connect all service workshops across region.
Contributed to ISO9000 process, while reducing costs 15% by developing actionable strategic business plans, restructuring organization to meet ISO quality standards, leading design of QA programs, and overseeing quality engineering audit of operating system.

Confidential

CUSTOMER CARE MANAGER

Responsibilities:

Improved customer satisfaction index (CSI) score by 30%+ via effective call center and customer escalation management. Proposed implementation of relationship management strategies and customer loyalty programs.
Resolved diverse issues, concerns, and complaints by tracking issues across organization, identifying/addressing root cause, and promptly responding to customers.
Fostered customer loyalty by championing clear communication of GM vision to create customers for life.

Confidential - Allen Park and Dearborn, MI

Promoted from Product Concern Analyst

Responsibilities:

Boosted customer satisfaction and retention at all 14 dealerships by 15%-35% through implementation of customer handling and concern resolution processes that enhanced dealership capabilities and operations.
Enabled rapid response to customer inquiries and complaints by reengineering processes at dealership level.
Certified Ford dealers in the Middle East by facilitating all non-technical to meet Confidential ’s service and parts department standards.
Approved translations of technical publications including vehicle warranty guides and owner manuals by proofreading Arabic text for technical accuracy, verbal context, and comprehension.

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Retail Manager Resume

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